Artificial intelligence adoption in India's retail Global Capability Centres (GCCs) has doubled over the past two years, reflecting the sector's rapid digital transformation. According to a TeamLease Digital report, AI professionals now make up 4.7% of the retail GCC workforce, up from 2.3% in 2024. However, despite this growth, AI specialists still represent fewer than one in 20 employees, highlighting a significant gap between AI adoption and available talent.
India has become a major hub for retail GCCs, hosting around 180 centres that employ more than 270,000 professionals. These centres are increasingly taking on high-value functions such as AI engineering, data science, automation, and digital product development rather than serving only as back-office operations. The report indicates that retailers are expanding AI investments to improve customer experiences, optimize supply chains, and enhance business decision-making.
Despite growing AI deployment, demand for experienced professionals continues to outpace supply. The report highlights a shortage of senior AI talent capable of leading enterprise-scale AI initiatives, while companies also face challenges in hiring specialists in machine learning, generative AI, and advanced data analytics. As a result, many retail GCCs are increasing investments in employee upskilling, internal training programs, and leadership development to bridge the skills gap.
The findings suggest that India's retail GCCs are evolving into global innovation hubs, but long-term success will depend on strengthening the AI talent pipeline. Industry experts believe that organizations must combine technology investments with workforce development to fully realize AI's potential. As AI adoption accelerates, attracting and retaining experienced professionals will be critical to sustaining growth and maintaining India's leadership in the global GCC ecosystem.
