- Solution overview
Global Command Center
An AI-driven central control tower to manage complex global scaled trust and safety operations
Challenge
Trust and safety operations are complex at scale. Teams with operations across multiple sites and workflows, fragmented data, reports, and analytics struggle with delivery, decision-making, and communication. This results in midlevel managers spending approximately 40–50% of their time planning workforce availability, analyzing data, and building reports.
Furthermore, trust and safety operations are severely impacted by real-life events because sudden unplanned spikes in content volumes can result in missed service-level agreements and backlogs.
As content creation explodes across the globe, organizations have set up localized operations to gain a contextual understanding of content. To manage diverse operations better, organizations are looking to centralize performance and workforce management. This calls for a proactive approach to tracking content trends globally and understanding the impact on local teams and staffing needs. Most importantly, organizations are looking to have a pulse on the resilience and wellbeing of every employee across the world.
To achieve this at scale, organizations need visibility and transparency across the ecosystem.
Solution
Introducing: Genpact's Global Command Center (GCC) for scaled trust and safety operations. The GCC is powered by artificial intelligence (AI), which uses data and analytics to manage every aspect of global trust and safety-consistent operations. It analyzes data to uncover outliers and inefficiencies and provides root-cause analyses in real time for effective operations.
The GCC can readily adapt and customize itself to the complexity and scale of any platform and operation to drive key outcomes. Trend monitoring and AI enable predictive intelligence, which can anticipate workload fluctuations to manage effective staffing and workforce planning.
As companies aim to safeguard the wellbeing of content moderators every step of the way, the GCC can analyze and raise alerts based on the resilience and wellbeing scores and metrics of the moderator. This helps to enable a healthier workforce.
The GCC supports more than 1,000 digital workflows, ~10,000 moderators, and 50+ languages at over 19 sites. It tracks, analyzes, and generates actionable insights from more than 100 metrics.
The GCC has five main elements:
Impact
Here's what one company using the GCC experienced:
Keeping atop the trends, having access to dynamic metrics, and managing global events that affect your business in real time can go far to protect your company's reputation and help you prepare for the unexpected. Genpact's Global Command Center gives you the edge you need to meet the future – and all its uncertainties – head-on.