Agentic operations that compound with every decision
50+ task models, 13+ vertical workflows, six live production use cases. Every decision makes the next one smarter.
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
Why agentic AI stalls before production
Three forces separating agentic AI pilots from production-grade back-office operations today.
Pilot Failure Rate
95%
of GenAI pilot programs fail to produce measurable financial impact - workflow integration, not model quality, is the root cause.
Source: MIT NANDA / Stanford Digital Economy Lab - Enterprise AI Playbook 2026
Agentic AI Surge
40%
of enterprise applications will embed task-specific AI agents by the end of 2026 - up from fewer than 5% in 2025.
Source: Gartner Press Release, August 2025
SCALE-UP FAILURE
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67%
of enterprises remain in AI pilot mode — unable to move agentic AI into live operations because the operating model and governance were never designed for production.
Source: McKinsey & Company, State of AI, November 2025
PROVEN OUTCOMES
Agentic operations with live outcomes today
Real outcomes from agentic workflows running in production - not pilots, not prototypes.
85%
faster ISA transfer turnaround
A multi-agent workflow automated document extraction, validation, and decisioning, reducing processing time from days to hours for a leading UK financial institution.
30%
total cost reduction for claims
A LangGraph multi-agent workflow deployed on QNXT, Facets, and Proclaims reduced total claims costs by 30%, cut error rates by 80%, and improved productivity by 50%.
35%+
faster fault resolution for telco
Adaptive fault management and intelligent prioritization replaced FIFO queues for a global telco operator, reducing high-value customer churn by 25%.
70%–90%
SIM activation automated
An agentic SIM activation workflow is live in production on Salesforce and Amdocs, with the majority of activations completing without human intervention.
SOLUTION DETAILS
Five capabilities. Six workflows already live.
From CDN co-pilot through the Agentic COE — what the agentic operations layer runs, and what each component delivers.
Cognitive Document Navigator - Copilot
Adjudication quality depends on whether the right information reaches the right person at the right moment. CDN Co-pilot makes that happen in real time - during the session, not after it. For every claim, the CDN executes the relevant SOP steps, surfaces the applicable rules, and presents recommendations traceable to their source. Tenured agents move faster. Newer agents reach quality faster. Every decision is auditable.
- LLM + LangGraph decision graph chaining: full SOP execution in-session, not after the fact.
- For tenured agents: faster adjudication through AI-augmented SOP navigation.
- For newer agents: end-to-end guidewire -- reduces training time, reinforces quality from day one.
- Single Pane of Glass: QNXT, Facets, and Proclaims in one view -- no multi-system toggling.
- 10,000+ SOPs navigated in 1–3 minutes. Every recommendation traceable to source rule and SOP.
Cognitive Document NavigatorCognitive Document Navigator - Autopilot
Low-complexity claims and routine back-office transactions should never consume your best adjudicators' time. CDN Autopilot handles them automatically - adjudicating without human input, logging every decision, and escalating anything complex immediately. Progressive Trust governs how much the autopilot handles and how fast the scope expands - your team stays in control of the pace.
- LLM-based action models: automated adjudication for low-complexity transactions - no human input required.
- Low-complexity edits auto-adjudicated. Complex edits escalated immediately with full context - no silent drops, ever.
- Progressive Trust: HITL to HOTL to Autopilot, governed per engagement - you control the transition.
- Full audit trail: every automated decision logged, explainable, and regulatory-ready.
- Reduced penalties: timely settlements, fewer overpayments and underpayments.
Agentic AI Studio
Taking an agentic workflow from experiment to production requires infrastructure most organizations do not have: an environment for testing models safely, orchestrating multi-agent workflows, and monitoring for drift once live. The Agentic AI Studio provides all four stages.
- Xplore: experimentation workbench -- simulate future-state workflows and test before committing.
- Evaluate: prompt-agnostic agent behavior testing -- pre-trained and fine-tuned task-specific models assessed for safety and goal alignment.
- Weave: LangGraph/LangChain multi-agent orchestration -- visually designed agentic flows, not coded from scratch.
- Monitor: real-time AI governance instrumentation -- drift detection, performance dashboards, continuous oversight.
- 50+ AI task models across Healthcare, BFSI, EdTech, Telecom, and Utilities. 13+ vertical workflows live in production.
Six Live Production Workflows
These are agentic workflows running on real enterprise systems for real clients - not demos, not proofs of concept. Each was scoped as an experiment, validated through the Studio, and moved to production. This is what a mature production pipeline for agentic AI looks like.
- Claims Pend Resolution (Healthcare): automated pend identification and resolution across QNXT/Facets.
- Claims Rebadging (Healthcare Payer): CDN Co-pilot and Autopilot with LangGraph orchestration.
- ISA Transfers and Bereavement Validation (UK BFS): 85% faster turnaround, from days to hours.
- PEP Screening (BFS): multi-system orchestration across CRM, sanctions databases, and identity verification.
- Fault Management and Adaptive Prioritization (Telecom): FIFO replaced - 35%+ faster fault resolution.
- SIM Activation (Telecom): 70–90% automation on Salesforce and Amdocs, live in production.
WHO WE SERVE
Agentic workflows live across every vertical we operate
Six production workflows, five verticals, one agentic infrastructure — each use case scoped, validated, and moved to production through the Agentic AI Studio.
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HEALTHCARE PAYER
Claims pend resolution | claims rebadging
The CDN co-pilot and autopilot run on QNXT, Facets, and Proclaims, delivering a 30% cost reduction and an 80% error rate reduction in production.
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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
Your competitors are piloting agentic AI. We can have you running it.
Tell us which back-office function is consuming the most manual effort. We will show you which of the six live workflows maps to it — and what production looks like.
- Diagnosed by the team that built and runs the six live agentic workflows — not a research team.
- Experiment-as-a-Service: low-risk scoping before any production commitment.
- 50+ domain-specific task models already trained — you do not start from zero.