NPS uplift
Customer experience, engineered and run
CX leaders need owned, governed intelligence built into their existing stack, keeping empathy human.
Compounding CX domain intelligence
60+ languages | Location-agnostic voice & digital delivery
- 100% of conversations analyzed by sensors — not sampled
- 2B+ back-office transactions tied to the interaction, processed a year
- Leader · ISG Provider Lens & NelsonHall NEAT, 2025
5–15 points
25–80%
Lower cost-to-serve
60–300%
Higher conversion rates
2x–10x
Workforce productivity gains
ISG Provider Lens™
Leader for Contact Center - Customer Experience Services
NelsonHall NEAT
CX Services Transformation
Why it matters now
Rising volumes. Fragmented experiences. AI bolted on after.
Buying a new CCaaS platform or an agent-assist tool doesn’t lift CX on its own. The satisfaction, the cost-to-serve, and the trust all live in how each interaction is understood, routed, and resolved—work that still runs on fragmented channels, sampled quality checks, and AI grafted onto a stack that can’t feed it context. The constraint isn’t ambition; it’s a CX stack that can’t act on intelligence in the moment that decides the experience.
AI that misfires
4x
higher failure rate for AI-powered customer service vs. other corporate AI applications, 2026 — Qualtrics XM Institute
Self-service AI fails where it can’t see context
An agent with no memory of the last touch, no view of the customer’s history, and no guardrail on what it’s allowed to say will frustrate more customers than it helps. The model isn’t the problem—the stack around it is.
An agent with no memory of the last touch, no view of the customer’s history, and no guardrail on what it’s allowed to say will frustrate more customers than it helps. The model isn’t the problem—the stack around it is.
Fragmented channels
74%
of consumers find repeating information across disjointed channels highly frustrating, 2026 — Zendesk CX Trends
Customers repeat themselves because the system forgets
Voice, chat, email and back office live in separate tools that don’t share state. Every handoff loses the thread—so customers start over, and advisors work blind to what just happened.
Voice, chat, email and back office live in separate tools that don’t share state. Every handoff loses the thread—so customers start over, and advisors work blind to what just happened.
Trust at risk
1 in 3
enterprises will damage customer trust with frustrating, unvetted AI self-service, 2026 — Forrester predictions
Ungoverned automation is a brand liability
Deploying AI into regulated, emotionally charged interactions without disclosure, audit and override controls doesn’t cut cost—it erodes the relationship and invites scrutiny. Governance can’t be an afterthought.
Deploying AI into regulated, emotionally charged interactions without disclosure, audit and override controls doesn’t cut cost—it erodes the relationship and invites scrutiny. Governance can’t be an afterthought.
Stop renting your CX intelligence. Start owning it. Deploy AI agents that comply — on an operating system that makes every interaction compound your CX intelligence, not a vendor’s
Proof in production
Real outcomes, inside real CX operations
Platforms we built where building was the right call—and operations we run to the outcome. A selection across voice, digital and back office.
Voice & digital | Communications
Inbound CX, re-architected around the customer
For a leading UK telecom provider in a 20+ year relationship, a multi-channel deployment using visual IVR and target customer personas removed structural dependence on live agents.
Cost down 45% over three years; IVR containment lifted and long-term subscriber retention held above 60%.
45%
cost reduction (3 yrs)
30%
IVR containment lift
60%+
subscriber retention
Digital support | EdTech
From manual proctoring to real-time, AI-assisted support
For a leading EdTech player, real-time feedback measurement and GenAI email tooling replaced manual proctoring overhead and compressed test turnaround from weeks to near-instant.
CSAT up 20% year on year, with materially fewer test-related complaints and lower proctoring cost.
20%
CSAT improvement (YoY)
40%+
proctoring overhead cut
25-30%
fewer test complaints
End-to-end | UK pension & benefits admin
An intelligent operating model across the lifecycle
For a UK pension and benefits administrator, an end-to-end model—omnichannel support, conversational IVR and automated back-office processing—cleared transactional bottlenecks under tightening regulation.
FTE demand down 60% as digital engagement rose 75%, with the back office tied directly to the customer interaction.
60%
FTE-demand reduction
75%
increase in digital engagement
100%
of interactions QA-reviewed
Kairos — the operating system
From the first contact to the resolved outcome, one connected system
Voice, digital and the back office that fulfils the request, connected on one operating system — so an advisor or AI agent acts with the customer’s full picture, and every decision stays auditable.
Every interaction compounds the CX intelligence, so experiences improve over time — governed, auditable, and tuned to your brand and your regulators.
Every interaction compounds the CX intelligence, so experiences improve over time — governed, auditable, and tuned to your brand and your regulators.
05
AI-native operations: Agents
Conversational voice and chat agents that resolve routine contacts end to end, an agent copilot that guides live advisors with next-best-action, and proactive outbound engagement — each pre-loaded with CX playbooks and an agent governance package (disclosures, audit trail, override and escalation controls).
Varies by program
04
Domain Intelligence: Domain Harness
Brand voice, tone and escalation rules, complaint-handling and conduct guardrails, vulnerability and empathy playbooks—encoded per vertical (healthcare, BFS, communications & media) as executable skills that tell every advisor and agent what good looks like before they act. Portable across any model, runtime or contact-center platform.
Core · compounds over time
03
Organizational context: Intelligent Context Framework (ICF)
Cross-channel session state, a 360 customer profile pre-loaded at the start of every interaction, and immutable decision traces an auditor can follow—so customers never repeat themselves and the next touch always starts informed.
Core · compounds over time
02
Operations intelligence · Sensors
Conversation intelligence on sentiment, intent and stress signals, speech and text analytics across 100% of interactions, and process mining of what top performers do differently—flagging compliance deviations in flight, not in a quarterly sample.
Core · compounds over time
01
Systems of record
The CCaaS / contact-center platform, CRM, telephony, knowledge base and workforce-management systems that hold each customer’s live state—modernized onto a cloud-first architecture or wrapped and integrated, across voice, chat, email, social and back office.
Varies by program
Where the signal becomes memory
Learn about the Intelligent Context Framework
What we engineer for CX
From the contact-center platform to the customer
Where we put technology to work across CX—each powered by a Tech Services capability, and each behind a customer-experience solution you can run.
Contact-center and CCaaS modernization
cloud-first CCaaS | legacy silos retired
Re-platform onto cloud-first, platform-agnostic contact-center architecture—or wrap what you run—binding fragmented voice, chat, email and social tracks to the back-office validation that actually resolves the request.
Systems, application and data engineering
Conversation and operations intelligence
100% of conversations audited | not sampled
Read sentiment, intent and stress on every interaction and mine what top performers do differently—powering auto-QA across 100% of conversations and a next-best-action driven by what’s really happening, not a fixed script.
Sensor and operations intelligence
Brand-safe CX decision intelligence
per-vertical playbooks | no vendor lock-in
Encode brand voice, complaint-handling, conduct rules and empathy playbooks as executable skills—so every advisor and agent inherits how your brand handles the hard moments on day one, portable across any model or platform.
Domain harness engineering
Conversational AI, copilot & agentic ops
self-serve containment | live advisor assist
Intent-driven voicebots and chatbots resolve routine contacts; an agent copilot guides live advisors in real time; and goal-driven multi-agent workflows run cross-application tasks from intake to closure—with humans on the moments that matter.
Agentic orchestration
Omnichannel context and personalized self-serve
zero-repeat handoffs | 60+ languages
A unified, pre-loaded customer profile and cross-channel memory powers personalized self-serve and outreach in the customer’s language—so routine needs resolve any hour, and no one is ever asked to repeat themselves.
Context and knowledge engineering
Governed autonomy & compliance
disclosures + audit trail · HITL to HATL
Disclosure, conduct and data-privacy rules—HIPAA, FCA Consumer Duty, GDPR, CCPA—sit inside scripts, digital flows and AI guardrails, with full audit evidence and autonomy that’s earned per task, not assumed.
Governed autonomy and run
Featured solution
Surge-ready customer operations
Demand spikes—the seasonal peaks you can forecast and the ones nobody saw coming. Agentic voice AI absorbs the surge on both sides of the line: conversational voicebots take the inbound flood and run proactive outbound at scale, resolving routine contacts in self-service and escalating only what needs a human—so capacity flexes up and back down without a hire-train-attrition cycle, and the experience stays on-brand, in-language and compliant right through the peak.
Built for the seasonal operations that live or die on the peak—the Annual Enrollment Period and open-enrollment surge for health plans, flu-season and new-plan-year deductible-reset spikes for providers, and holiday peaks, promotions and the post-holiday returns wave for retailers.The technology above runs behind our customer-experience solutions.
Built for the seasonal operations that live or die on the peak—the Annual Enrollment Period and open-enrollment surge for health plans, flu-season and new-plan-year deductible-reset spikes for providers, and holiday peaks, promotions and the post-holiday returns wave for retailers.The technology above runs behind our customer-experience solutions.
The CX solutions this powers
The technology above runs behind our customer-experience solutions. Explore the ones built for your operation:
Conversational AI and self-service
Agent copilot and real-time intelligence
CX analytics
QA automation
Agentic CX operations
Accent harmonization
Trust & compliance
Empathy stays human. Governance is engineered in
CX in regulated industries lives or dies on trust. We bring the intelligence and act as the safe pair of hands that governs it—conduct and disclosure rules built into every script, flow and AI guardrail, every interaction auditable, and vulnerable customers handled with the empathy that protects the relationship, not just this quarter’s cost line.
SOC 2 Type 2
ISO 27001
PCI DSS
HIPAA (US)
FCA · Consumer Duty (UK)
GDPR · CCPA
Compliance in the flow
Rules inside the work, not in a policy PDF
Disclosure scripts, conduct rules and data-privacy obligations—HIPAA, CFPB call handling, FCA Consumer Duty, GDPR, CCPA—sit directly inside scripts, digital flows and AI guardrails, so the interaction is compliant before it happens.
100% oversight, not sampling
Every interaction reviewed, not a slice
Speech and text analytics tag every voice, chat and email interaction for soft skills, script adherence and non-compliance—replacing manual spot-checks with real-time QA coverage across the whole operation.
Progressive trust
Autonomy that’s earned, not assumed
Agents start under human review and graduate to higher autonomy only as evidence earns it—HITL to HOTL to HATL—calibrated to the risk and emotional weight of each interaction, with seamless AI-to-human escalation.
FULL-STACK operator
Intelligence That Operates
The signal
Sensor and operations intelligence
The conversation intelligence and process mining behind next-best-action, auto-QA and 100% interaction oversight—the signals that tell CX what to do next.
Explore the capability
The judgement
Domain harness engineering
Brand voice, complaint-handling, conduct and empathy—encoded as executable skills and guardrails your advisors and agents inherit on day one, portable across any model or platform.
Explore the capability
How we engage
Transform, Implement, and Operate
Our methodology runs as one continuous journey—mapped to the Kairos engagement model. You don’t re-platform the whole operation on day one: we frame the value, stand it up against a baseline, and run it to the outcome.
Re-imagine · Transform
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Redesign the experience from the persona up
Translate journey insight into service architecture, process standards and CX metrics—a board-ready case for what to modernize first and the cost, CSAT and retention it unlocks.
Re-build · Implement
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Re-platform the stack the journey demands
Diagnose the gaps, set the data strategy, deploy cloud-first CCaaS, and orchestrate best-of-breed AI—encoding your brand and compliance rules into the harness against a measured starting point.
Re-boot · Operate
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Run AI-native CX to the outcome
Human and machine intelligence side by side—agent tooling, codified playbooks, proficiency scorecards and a location-agnostic model—with outcome-linked commercials, so you pay for results, not effort.
Good questions to start with
Do we have to replace our CCaaS or contact-center platform?
No. We modernize onto a cloud-first, platform-agnostic contact-center architecture where a rebuild is genuinely the right call, or we wrap and integrate what you already run. Either way we migrate live operations without losing control of active customers — routing, history and channel state stay intact throughout.
How do you keep AI-led CX compliant in regulated industries?
Compliance is structural. Disclosure scripts, conduct rules and data-privacy obligations (HIPAA, CFPB call handling, FCA Consumer Duty, GDPR, CCPA) sit inside every script, digital flow and AI guardrail; every interaction is tagged and auditable; and agents earn autonomy progressively—HITL to HOTL to HATL—with seamless escalation to a human, rather than acting unsupervised.
Isn’t this just another CCaaS platform or agent-assist vendor?
No. A platform vendor hands you a tool to configure and run yourself; we bring the intelligence and operate it as a trusted extension of your brand—tuned to your customers, your channels and your regulators — across voice, digital and back office, and we stand behind the outcome. The intelligence compounds with every interaction, so the benefit grows quarter over quarter.
We’re being pitched third-party CX AI agents — why do we also need an operating system?
Because a third-party agent on its own is rented intelligence. It acts on your customers, but the context, the learning and the judgement it accumulates compound on the vendor’s platform—and the day you switch, it leaves with them. We partner with the leading CX agent providers and deploy agents that comply—but we run them on Kairos, your operating system. The brand voice, complaint-handling and conduct rules in the harness, the cross-channel memory in the context layer, and the conversation signals from the sensors stay yours. So you stop renting your CX intelligence and start owning it—compounding it interaction after interaction, portable across any agent or model.
Do you build the AI models yourselves?
We don’t build foundation models from scratch. We select, fine-tune and evaluate the conversational, sentiment and customer-intelligence models on your data as your data services partner—see AI Data Services—and engineer and operate the stack they run in.
What does an AI operating system mean for CX?
It means every voice and digital agent acts with the customer’s full history, your brand and conduct rules, and live conversation signals—so the experience stays consistent and compliant across channels, not fragmented across tools. That’s what lets your CX compound as your own intelligence, not a vendor’s.
INSIGHTS
Latest from the Firstsource team
Insights from the field, real operations, real outcomes, and perspectives from the people making it work in live operations.
Case Study
How a multi-state US electric utility accelerated $305M through digital outreach
A large, multi-state US electric utility partnered with Firstsource to modernize its collections and customer outreach operations through digital communications. The objective was to supplement existing mailed and field-based processes with timely, electronic outreach that could expand customer response windows, encourage self-serve payments, and reduce reliance on field activity.
CONTACT US
Join the movement as we compound domain intelligence, and take accountability for clients
Your capability, deployed inside the world’s most demanding regulated operations and run to an outcome by our pods. With Kairos above, the client’s IP compounds while your capability stays in the workflow. Let’s make it happen together.