Agentic AI in production, independently validated

ISG names Firstsource a Leader in Agentic AI Development and Deployment Services - Midsize.
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The report shows how Firstsource can help you:

Ground agent decisions in the reality of your business.

Orchestrate complex, multistep workflows across enterprise systems.

Keep agent behavior improving as operations evolve.

See what this could mean for your operations.

AI can act now, and ISG recognized how Firstsource puts it to work

ISG's 2026 study looks at providers that can take agentic AI beyond rule-based automation into complex, multistep enterprise workflows. It named Firstsource a Leader in Agentic AI Development and Deployment Services - Midsize, highlighting domain-grounded agent design, orchestrated workflow engineering and continuous context learning. For you, that means AI can take on more of the workflow while business context, governance and human oversight stay built in.

ISG Provider Lens Agentic AI Services 2026 | Firstsource

“Agentic AI is a powerful paradigm, but a workflow engine alone isn’t enough to transform the future of work. True transformation requires a structured reimagination of business processes, breaking them down into modular, atomic tasks while redefining traditional roles."

Hasit Trivedi

President and Chief Digital & AI Officer, Firstsource

What This Means for Your Industry

Banking & Financial Services

Agentic workflows are already cutting ISA transfer turnaround by 85%, while PEP screening can run across CRM, sanctions and identity systems with a full audit trail. Faster decisions, control intact.

Health Plans & Healthcare Providers

Agentic claims workflows are already cutting total cost by 30%, errors by 80% and lifting productivity by 50%. More work can move automatically without losing auditability.

Communications

Agentic fault management is already resolving issues 35%+ faster and cutting high-value customer churn by 25%; 70-90% of SIM activations can complete without human intervention.

Mortgage

AI-powered mortgage origination and servicing is already cutting cycle times by 50-67%. Agentic workflows can take routine file work further while people focus on exceptions.

Technology

Firstsource already runs 50+ task models and 13+ vertical agentic workflows in production. Production agents need the orchestration, testing and monitoring layer around the model.

Edtech

Agentic AI is already resolving learner queries 80% faster across exam rescheduling, payments and enrollment. Routine journeys can complete end to end while advisors focus on higher-value support.

Retail & Digital Marketplaces

95% of retailers are experimenting with agentic commerce, but only around 5% report clear, scalable returns. Connected execution across pricing, inventory, fulfillment, service and returns is the difference.

Energy & Utilities

Agentic systems can be wired into billing, meter-to-cash and service workflows with decision traceability and guardrails built in. Autonomy can expand without giving up regulatory control.

One Connected Journey

One team to design it, orchestrate it and run it

Transform: decide where agents should act

Rethink the workflow, the operating model and the level of autonomy each task should have. ISG highlights Firstsource's use of domain playbooks, policies and operational knowledge to ground agent behavior in real business procedures.

Implement: orchestrate the workflow

Build task models and agents into multistep processes, enterprise systems and human checkpoints. ISG highlights Agentic AI Studio Weave and modular integration patterns for coordinated execution inside governed workflows.

Operate: learn and expand autonomy

Run the workflow with monitoring and human oversight, capture exceptions and decision histories, and expand autonomy selectively as trust grows. ISG highlights continuous context learning that updates knowledge and agent behavior over time.