Intelligence and optimization built on your real operational data
$75M+ in documented savings across 250+ projects because we read your actual event logs, not your process documentation.
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
What your process maps are hiding
Three reasons your back-office improvements are not delivering the savings you modelled and why the gap between designed process and actual process is where the cost lives.
PILOT-TO-PRODUCTION GAP
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95%
of GenAI pilot programs fail to deliver measurable impact. The root cause is never the model, it is unmapped process variation that automation cannot handle.
MIT NANDA / Stanford Digital Economy Lab, Enterprise AI Playbook, 2026
SCALE-UP GAP
67%
process automation projects fail to deliver their expected ROI because companies automate the process as it exists rather than the process as it should operate.
McKinsey & Company, State of AI, November 2025
INTERACTION MINING EFFICIENCY
80%
reduction in process documentation and customer journey analysis effort, replacing manual workshops and interviews with faster, data-driven operational insights.
Internal Data
PROVEN OUTCOMES
Our intelligence and optimization outcomes
Real savings from live process intelligence engagements - healthcare, mortgage, BFS, and contact center.
$5.2M+
annual savings
Unlocked through claims adjudication transformation, helping reduce adjustment rates by 20% and improve processing efficiency.
~$2M
potential savings
Identified through claims operations analysis, uncovering hidden inefficiencies, reducing rework, and improving overall process performance.
$75M+
value realized
Across transformation programs in healthcare, mortgage, banking, telecommunications, and customer operations, supported by certified specialists and proprietary accelerators.
SOLUTION DEEP DIVE
Four capabilities. Every rework loop exposed.
From object-centric process mining through real-time operations consoles — what the intelligence layer runs and what each component delivers.
Your operational truth is already encoded in your system event logs. We reconstruct your end-to-end process flows from raw event data: no war room required, no manual interviews. You see the real process: the detours, the rework loops, the variance and exactly where it is costing you.
- 170+ pre-built Execution Instruments across healthcare, mortgage, BFS, telco, and contact center - ready immediately.
- Object-centric mining: full E2E flow reconstruction across objects and events from raw event logs.
- Real-time conformance checking: designed process vs. live ground reality -- continuously re-checked, not a one-time snapshot.
- Claims EMS: Executive Control Center, Operations Steering View, and Daily Task Action View built in.
- No war room, no interviews: all intelligence from a single operational data extract.
Redesigning a process based on assumptions is how transformation projects fail. Digital Twin simulation builds a living model of your actual operations based on real event log data, and lets you test changes against real historical throughput before a line of production is touched.
- Digital Twin built from actual event log data -- not designed-flow assumptions or aspirational process maps.
- Test automation scenarios, staffing changes, and rule modifications against real historical volume.
- KPI benchmarking: your performance against industry standards and vertical peers.
- Early warning system: deviation and bottleneck prediction before they become SLA breaches.
- Simulation results feed directly into Celonis EMS Execution Instruments -- insight to action, not insight to deck.
System event logs record what your platforms did. They do not record what your agents actually had to do — the workarounds, the copy-paste between systems, the SOP deviations that have become unwritten standard practice. Interaction Mining reads agent desktop activity directly, producing 80% faster process documentation and a clear map of what is ready to automate.
- Maps real agent workflows across systems - not what the SOP says, but what agents actually do.
- Identifies repeated friction points in daily BAU without disrupting operations or requiring workshops.
- Root-cause analysis of inter-agent variation and SOP deviations at scale.
- Surfaces best practices across agent cohorts - replicable, not guesswork.
- Automation discovery: identifies repetitive manual tasks ready for RPA or agentic workflow.
Process intelligence that lives in a deck does not improve operations. Pre-built consoles bring real-time process intelligence directly into your operational workflow — live SLA tracking, error rate visibility, and denial rate monitoring available to operations managers the moment something needs attention.
- Claims EMS console: SLA, error rate, pend rate, and auto-adjudication rate — live.
- Contact center console: AHT, FCR, transfer rate, and SOP compliance — real time.
- Provider experience console: denial rate, clean-claim rate, and AR days.
- Celonis ML Work bench detects TFL deadline risks and triggers agentic workflows via API automatically.
- Closed loop: signals from process intelligence feed directly into agentic operations.
WHO WE SERVE
Process intelligence built for every vertical we operate
The same methodology — DDMAICC 2.0, Celonis EMS, and 150+ certified experts — applied to the process reality of each domain.
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Health Plans
$5.2M+ saved | 20% adjustment reduction
We apply process mining to claims adjudication, appeals, enrollment, and benefits configuration using actual event logs rather than documentation.
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Healthcare Providers
Denial rate, AR days, clean claim rate
We provide a real-time provider experience console that monitors denial rates, tracks AR days, and provides clean claim rate visibility through a closed loop with operations delivery.
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Mortgage
Loan cycle time and post-close QC
We apply process mining across origination, processing, and closing to identify where cycle time is lost and where compliance risk is building before it becomes a breach.
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 operation runs differently than your process maps say it does
Tell us where your improvement programs are not holding and we will read your actual event logs to show you exactly where the gap is and what it is costing you.
- Diagnosed from your actual system event logs — no war room, no interviews, no workshops.
- 170+ Execution Instruments deployed from day one — no build time before insight is live.
- Savings sized against real historical throughput before any commitment is made.