AI-native back-office operations with outcomes we underwrite
Trusted by the world's leading health plans, mortgage servicers, and retail banks to run what others only promise.
Silver Globee® Winner
2026 Best Artificial Intelligence Service Provider of the Year
AI Excellence Award Winner
By Business Intelligence Group for our work on Small Language Models
ISG Provider Lens
Leader in Generative AI Services, Development and Deployment Services
ISG Provider Lens
Leader in Generative AI Services, Strategy and Consulting
NelsonHall NEAT Leader 2025
For Generative AI & Process Automation in Banking
WHY THIS MATTERS
The forces breaking back-office operations
Six structural forces are widening the gap between AI ambition and back-office outcomes.
THE AI EXECUTION GAP
95%
of GenAI pilot programs fail to produce measurable financial impact - not a model problem, a workflow problem.
MIT NANDA / Stanford Digital Economy Lab, Enterprise AI Playbook 2026
THE SCALE-UP GAP
67%
of enterprises remain stuck in pilot mode - unable to scale AI across back-office operations.
McKinsey and Company, State of AI, November 2025
MANUAL DATA DRAG
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$28,500
per employee annually, the cost of manual data entry drains US back-office functions.
Parseur / QuestionPro Manual Data Entry Survey, 2025
AGENTIC AI INFLECTION
40%
of enterprise applications will embed task-specific AI agents by the end of 2026 -- up from fewer than 5% in 2025.
Gartner
MARKET ACCELERATION
$562B
forecast value of the back-office BPO market by 2033, growing at 8.7% CAGR from $245B in 2024.
Data Horizon Research
PROVEN OUTCOMES
The headwinds are real. So are the results.
Live outcomes from real operations across healthcare, mortgage, financial services, and beyond.
$5.2M+
annual savings
Claims adjudication was redesigned with Process Intelligence for a top US healthcare payer, delivered through our platform.
30%
total cost reduction
An agentic claims adjudication workflow was built for a Fortune 500 managed healthcare and insurance company.
85%
faster turnaround
A six-agent workflow handles document extraction, validation, and decisioning for a leading UK financial institution
2B+
transactions annually
Serving leading US mortgage servicers and lenders, managing 2M+ mortgage loans across origination channels.
Solutions deep dive
Five layers. One intelligent back office.
Each layer runs adistinct stage of how work moves through a back office, and each one links to the full story.
Transform any document, whether physical, digital, or unstructured, into structured intelligence before it reaches your core platform. We have processed 300M+ pages across healthcare, mortgage, and BFS without a missed SLA.
- Digital mailroom
- Vision Language Model
- ILM platform
- HITRUST-compliant PHI intake
Execute business rules at speed and scale, zero tolerance for validation errors. Our Business Rule Framework runs 130+ form-level and 103+ field-level validations against ICD-10, CDT, HCPCS, and investor guidelines. Mortgage Language Model in production for underwriting co-pilot and guideline Q and A.
We deliver front-line back-office work at scale with HITL/HOTL accountability in every workflow. Our teams include a large pool of healthcare associates, 100s of certified coders, and process 2B+ FinTech transactions annually.
A living digital twin of your operations that exposes inefficiencies that Six Sigma and process maps never find. Our team includes 100s of certified experts. We have delivered 250+ projects and documented $75M+ in savings.
- Celonis EMS
- Process mining
- Task mining
- DDMAICC 2.0
AI agents that do not just assist, they operate. Live in production across healthcare claims, ISA transfers, telecom fault management, SIM activation, PEP screening, and student support.
- CDN Co-pilot
- CDN Autopilot
- Agentic AI Studio
- 50+ task models
- 13+vertical workflows
Client stories
Agentic claims adjudication that runs, not just recommends
When AI moves beyond pilots and into production, 80M claims can flow with zero missed SLAs.
A Fortune 500 healthcare and insurance provider was challenged by high claim volumes, complex exception handling, and rising operational costs.
Firstsource transformed the claims operation through AI-driven workflow orchestration and intelligent decision support, reducing dependence on manual processing while improving quality and throughput. The engagement generated 30% cost savings, reduced errors by 80%, and improved productivity by 50%, enabling the organization to process claims at greater speed, scale, and accuracy.
Firstsource transformed the claims operation through AI-driven workflow orchestration and intelligent decision support, reducing dependence on manual processing while improving quality and throughput. The engagement generated 30% cost savings, reduced errors by 80%, and improved productivity by 50%, enabling the organization to process claims at greater speed, scale, and accuracy.
30%
total cost reduction
WHO WE SERVE
Ten industries. One standard of delivery.
The operating layers tell you what we run. These services tell you how we engage.
HEALTHCARE PAYER
7 of the top 10 US health plans
We support claims operations, appeals and grievances, enrollment and billing, benefits configuration, and member outreach, and delivered $5.2M+ in annual savings through Process Intelligence.
healthcare provider
Several RCM agents · 100s of certified coders
We provide end-to-end RCM across patient access, coding, claims, denials, and prior authorization for 1,000+ providers across 30+ offerings.
BANKING & FINANCIAL SERVICES
Top UK banks and US card issuers
We run KYC operations, application processing, onboarding, AP/F&A, and collections back-office. Our PEP screening agentic workflow is live in production.
MORTGAGE
5 of the top 15 US mortgage servicers and lenders
We support loan processing, document capture, underwriting, post-close QC, and LOS integration. Our Mortgage Language Model is in production.
COMMUNICATIONS
35%+ faster fault resolution
We enable order management, provisioning ops, billing dispute resolution, and customer-data ops. Our agentic fault management is live in production.
UTILITIES
2 of the top 4 UK utility companies
We manage billing operations, meter-data exceptions, vulnerable-customer back-office, and complaints for energy retailers and water utilities.
CUSTOMER STORY
85% faster ISA transfers for a leading UK financial institution
A six-agent agentic system replaced a manual document processing queue. It cut turnaround time from days to hours.
Agentic automation that cut days down to hours
A leading UK financial institution relied on manual processing for ISA transfer requests, creating delays in application handling and customer follow-up when information was missing or incomplete.
Firstsource transformed the process with AI-powered workflow automation, enabling faster document handling, intelligent validation, and proactive customer engagement. The result was a significant reduction in turnaround times—from days to hours—while improving customer experience scores by 12–15 points and creating a more efficient, scalable operation.
Firstsource transformed the process with AI-powered workflow automation, enabling faster document handling, intelligent validation, and proactive customer engagement. The result was a significant reduction in turnaround times—from days to hours—while improving customer experience scores by 12–15 points and creating a more efficient, scalable operation.
Technology
From HITL to autonomous—covering every back-office function
Five intelligence layers - built on Kairos OS, our operating system for AI-native operations.
Intake intelligence
AI-powered document understanding that converts any format into queryable, validated data before it reaches your platform.
Process intelligence
A living digital twin of your operations that exposes inefficiencies, bottlenecks, and opportunities that process maps cannot find.
Agentic AI Studio
Infrastructure for AI agents that don't just assist but operate. Powered by the cognitive document navigator. One of the first BPS partners to launch a full Agentic AI Studio at this scale.
HOW WE ENGAGE
Six ways in. One back-office outcome.
The operating layers tell you what we run. These tell you how to engage.
Consulting and advisory
Design the IBO transformation with the team that delivers it, combining Process Excellence consulting, COE setup, and value realization using DDMAICC 2.0.
Learn more
Tech services
We connect your core systems to the five IBO operating layers through architecture and integration across claims platforms, mortgage LOS, and telco BSS/OSS.
Learn more
GenAI data services
Power the agentic models inside IBO with data engineering, AI/ML model development, and training data, including trust and safety, GenAI data collection, and the Gigsourcing platform.
Learn more
AI-first platform-led BPaaS
BPaaS solutions powered by HealthTech, FinTech, and ConsumerTech platforms. Payer: Medicaid Redetermination, Digital Intake, Core Admin BPaaS. FinTech: AML/KYC, Fraud Management, and Digital Debt Collections.
Learn more
TRUST & COMPLIANCE
Compliance — by design, not default
We operate inside the world's strictest regulatory frameworks, with compliance architected in from day one.
Regulatory Frameworks
SOC 2 Type II
ISO 9001
HITRUST CSF
ISO 27001
ISO 22301 BCMS
SSAE 16 (SOC 1 Type II)
Certifications
HIPAA (US)
All PHI data onshore for US healthcare clients; HITRUST-certified intake infrastructure
CMS Compliance (US)
SOPs trained into agentic claims adjudication workflows
CFPB / RESPA (US)
Mortgage and consumer lending back-office
GDPR (UK / EU)
UK and European data operations; all data residency requirements met
FCA Handbook (UK)
financial services, ISA, and collections back-office
For how compliance is engineered into the operating system itself, see Technology - Kairos OS.
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
Building a strong foundation for growth: how a leading dental plan transformed operations with strategic partnership
Discover how a leading dental plan partnered with Firstsource to transform operations, reduce costs, improve CSAT, and enable scalable growth through AI and a hybrid delivery model.
contact us
The back office changed. Has your operating model?
Tell us where the gap is widest and we will show you exactly where the five operating layers close it before you commit to anything.
- Diagnosed by operations specialists who run the work not advisors who review it.
- Built around your actual process data and volume not a generic AI maturity framework.
- Priced on the outcome it delivers, not the headcount it takes.