Customer operations, re-architected for AI
We turn the AI across your acquisition, service, retention and field operations into compounding outcomes
2 of Top 5
Telecom & broadcasting companies in the US
Leading
Broadcasting & media companies in the UK
Top
Consumer-technology companies in the US
30+
of the Top Communications companies served globally
Why IT Matters NOW
Intelligence is everywhere. Few have it running the operation.
Across telecom, broadband, mobile, and cable, AI is in every demo, yet most of it never leaves the pilot stage. Service costs, churn and field operations keep rising. Harnessing AI to move them, at a regulator’s standard of trust, takes an operating system: the domain rules, context and live signals that turn scattered AI into outcomes.
Cost to serve
30%–40%
cost-to-serve reduction now achievable with agentic CX
Service costs are the pressure point. Truck rolls, billing disputes and tier-1 contacts dominate operating cost. The unmet mandate is deflecting and resolving them autonomously—without breaking experience.
Firstsource Telecom CX Playbook, 2026
Retention
659/1000
ISP digital experience score
Churn follows broken digital journeys. Postpaid churn climbed through 2025, and broadband fights the same battle. Digital satisfaction trails app experiences—the gap is where subscribers leave.
JD Power 2026 Telecom Digital Experience Study
Field & network ops
Rising
truck rolls and repeat visits drive field cost
The field is where cost compounds. Truck rolls and repeat visits drive cost across the network. Remote diagnostics and right-first-time field work are the unmet mandate—verify the job, avoid the second visit.
Firstsource Telecom CX Playbook, 2026
We don't bolt AI onto the contact center. We re-architect it for AI and run it, so intelligence operates.
Proof in production
Real outcomes, inside real operators
Operations run to the number—across service, sales, retention and the field, for telecom giants, broadband and subscriber businesses.
Technical support analytics | A US telecom and media player
First-time resolution up, truck rolls down
A US telecom and media giant deployed proprietary conversation and performance analytics across technical support—understanding highly technical queries and coaching agents to resolve on the first contact.
+20-point NPS improvement alongside the resolution gains.
25%
fewer engineer dispatches
82%
overall first-time resolution
80%
higher FTR on technical queries
Unified agent desktop / cross-sell | US telecom & media giant
Cross-sell at the speed of the conversation
A US telecom and media giant unified 360 product-and-tariff combinations into a single agent view with automated order, refund and change workflows—cutting effort and wait time while lifting cross-sell.
Bot solutions across the account drove 1M+ transactions and $4.5M in savings.
60%
lower AHT on cross-sell chats
50%
less agent effort per add
40%
shorter customer wait
Offshore broadband support | global subscription media company
Broadband support, re-engineered
A global subscription media company moved broadband customer support to a re-engineered offshore operation—lifting satisfaction across the journeys that drive churn, from home-moves to billing, while taking out cost.
35% cost savings delivered alongside the NPS gains.
+80
NPS on home-moves
+70
NPS on billing
35%
cost savings
Kairos the operating system
The operating system that turns intelligence into outcomes
It sits between your systems of record and the agents you run, giving every AI system the memory, domain rules, and live signals it needs to act with the full picture across across every subscriber and field workflow.
It compounds domain intelligence instead of relying on rented model horsepower. AI models commoditize, but the communications judgment encoded in the harness does not. The platform remains portable across any agent stack, with no lock-in.
It compounds domain intelligence instead of relying on rented model horsepower. AI models commoditize, but the communications judgment encoded in the harness does not. The platform remains portable across any agent stack, with no lock-in.
05
AI-native operations: Agents
Service, sales, and retention copilots, along with tech support and field triage agents, execute across acquisition, service, retention, and field operations. These capabilities are in active deployment with select clients.
Varies by operator
04
Domain Intelligence: Domain Harness
The Domain Harness encodes what should happen through 25 years of communications expertise, captured as pre-built skills, playbooks, and guardrails. It covers provisioning and billing logic, save-and-retention flows, FCC, CPNI, TCPA, and Ofcom requirements. It is portable across any agent stack, with no lock-in.
Core · compounds
03
Organizational context: Intelligent Context Framework (ICF)
The ICF captures what happened by carrying account and subscription state, device and network history, prior contacts, and case context in real time. It closes the gap between what should happen and what actually did.
Core · compounds
02
Operations intelligence: Sensors
Operations Intelligence captures what's happening in flight through conversation and process intelligence across calls, chats, and tickets, along with network and CRM signals. It flags churn and fault risk before they cost you.
Core · compounds
01
Systems of record
Your CRM, billing, OSS/BSS, provisioning, and network systems are connected through APIs and standard integration rails within your cloud. They are read from, not replaced.
Varies by operator
Where the signal becomes memory
Learn about the Intelligent Context Framework
What we engineer for communications
From first contact to the field—across the lifecycle
Where we put technology to work across communications—each powered by a Tech Services capability, and each behind a solution you can run, for telecom, broadband, mobile and cable operators.
Acquisition, sales, and conversion
60% lower AHT on cross-sell chats
We orchestrate inbound and outbound sales, cross-sell, and digital conversion across AI agents and humans, with persona-aware next-best actions and pitch intelligence built in.
Agentic Orchestration
Service, technical support, and field triage
25% fewer dispatches; FTR to 82%
We deliver tier-1 and technical support, remote diagnostics, and pre-dispatch triage with conversation and process intelligence, plus field service intelligence that verifies on-site work visually so more contacts resolve first time and truck rolls are avoided.
Sensor and Operations Intelligence
Retention, save, and subscriber lifecycle
+80 NPS on home-moves; margin held
We improve win-back, save-desk, and subscriber lifecycle engagement with segmentation, sentiment, and propensity models that lift NPS while holding margin.
Context and Knowledge Engineering
OSS/BSS and billing modernization
agent-ready stack | legacy silos retired
We re-platform or wrap billing, provisioning, and OSS/BSS systems, binding fragmented tools to the validation and posting that close the order, dispute, or change.
Systems, Application and Data Engineering
Featured solution | Field service intelligence
Video-first capture from the field, turned into structured, verifiable data—so technician site visits, line and equipment installs, and safety and quality checks are validated against the job’s rules at the point of work. Exceptions are caught before a second visit is booked, dispatches are avoided where remote verification will do, and every job carries an audit-ready evidence trail. Fewer truck rolls; right-first-time field work.
The communications solutions this powers
The technology above runs behind our communications solutions, across segments. Explore the ones built for your business:
Telecom
Broadband
Mobile Operators
Billing & OSS/BSS
Field Service
Fraud & Revenue Assurance
Trust & Compliance
Compliance and fair treatment. By design.
We operate within the regulatory frameworks that govern communications. Compliance is built in from the start of every engagement, not audited at the end. Hard policy boundaries prevent agents from overriding controls, and audit-ready decision traces exist at every layer.
SOC 2 Type II
ISO 27001
PCI DSS
ISO 9001
FCC · CPNI (US)
Ofcom · Consumer Duty (UK)
Compliance, architected in
Rules at the moment of action
US frameworks — FCC, CPNI, TCPA and PCI DSS — UK frameworks—Ofcom and Consumer Duty — and GDPR, encoded as guardrails inside the workflow so every contact, order and change is compliant before it is made.
Decision traceability
Audit-ready by design
Every agent decision leaves an immutable trace of action, actor and evidence, and surfaces the reasoning that drove it—reconstructable for a regulator review, by design.
Progressive trust
Autonomy that’s earned
Human-in-the-loop for high-stakes retention and compliance calls, human-on-the-loop for monitored workflows, autonomous only where trust and performance are proven—HITL to HOTL to HATL.
full-stack operator
Intelligence That Operates
Where it starts
Operating-model and AI diagnostic
Most engagements start with a diagnostic that frames the value at stake across the lifecycle before anything is built.
Explore Consulting
The signal
Sensor and operations intelligence
The conversation, process and network intelligence that flags churn, fault and fraud risk in flight—the signal behind every next-best action.
Explore the capability
How WE Engage
Transform, implement, and operate
Not a consulting engagement, not an outsourcing contract—a single motion from operating-model redesign to agentic operations at scale, under one roof and one contract, with outcomes underwritten.
Good questions to start with
How is this different from a scaled SI or an AI-native CX or agent player?
Scaled system integrators bring breadth, but generalist playbooks. AI-native CX and agent players bring model horsepower you’re effectively renting—without the operating depth to run a regulated, brand-critical communications operation. We bring 25 years of communications domain intelligence encoded as a harness, re-architect the operation for AI, and run it with outcomes underwritten—domain IP that compounds and stays portable, with no lock-in. Stop renting model horsepower; own the judgement that compounds.
Do you handle field service and truck-roll reduction?
Yes—the field is where cost compounds in communications. Our field service intelligence captures work video-first from the site and turns it into structured, verifiable data, validated against the job’s rules at the point of work. Combined with remote diagnostics and pre-dispatch triage, that avoids the dispatch where remote verification will do and catches exceptions before a second visit is booked—fewer truck rolls, right-first-time field work, with an audit-ready evidence trail.
How do you keep AI-led communications compliant?
Compliance is structural. US frameworks — FCC, CPNI, TCPA and PCI DSS—UK frameworks—Ofcom and Consumer Duty—and GDPR sit inside every workflow and AI guardrail; every contact, order and change carries an immutable decision trace; and agents earn autonomy progressively—HITL to HOTL to HATL—with clean escalation to a person, rather than acting unsupervised.
Do you build or fine-tune the AI models yourselves?
We don’t build foundation models from scratch. We select, fine-tune and evaluate the propensity, sentiment and fraud models on your data as your data services partner—see AI Data Services—and orchestrate the models you already run inside the operating system.
Do we have to replace our CRM, billing or OSS/BSS to do this?
No. We modernize onto cloud-first, agent-ready architecture where a rebuild is genuinely the right call, or we wrap and integrate what you already run via APIs and standard rails. Either way the systems of record stay your source of truth; the operating system sits above them and acts with the full account, subscription and network picture.
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.
CONTACT US
See where AI changes your cost and risk first
Start with a diagnostic across mortgage, lending, cards and fraud. We’ll frame the value at stake—and the first operation to re-architect—before you commit to anything further.