This PwC and Hypatos playbook explores how Global Business Services (GBS) leaders should approach agentic AI to achieve end-to-end process autonomy. Unlike traditional rules-based automation, AI agents can handle exceptions, adapt workflows, integrate processes and update data and approvals in real time. The report recommends choosing between building, buying or partnering based on process criticality, scalability and internal AI expertise. Building suits lower-risk, highly customized use cases; buying accelerates deployment for mission-critical processes requiring accuracy and scale; and partnerships combine vendor expertise with customization. Success also requires strong governance, integration, security and clearly defined business KPIs.

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