GenAI beyond the pilot, independently validated

ISG names Firstsource a global Leader in GenAI strategy and delivery.
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Leader in Strategy and Consulting Services, Midsize
Leader in Development and Deployment Services, Midsize
Outcomes already in production across seven industries
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See what this could mean for your operations.

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The work changed, and ISG recognized both halves

ISG's 2026 study makes a point many enterprises are feeling: GenAI is changing the economics of work faster than organizations are redesigning the work itself. ISG named Firstsource one of 15 Leaders in each of two Global midsize quadrants, Strategy and Consulting Services and Development and Deployment Services, and called out our model that unifies consulting, implementation and managed operations. For you, that means the redesign, the build and the run can sit with one team.

ISG Provider Lens Generative AI Services 2026 | Firstsource

"Firstsource embeds its AI strategy with deep operational domain knowledge, governance and managed execution, giving enterprises a practical route from use case discovery and operating model redesign to controlled, production-oriented adoption."

Gowtham Kumar Sampath

Assistant Director and Principal Analyst, ISG Research

What This Means for Your Industry

Banking & Financial Services

GenAI is already cutting fraud handling time by 55%. Your payments operation can be built around outcomes, not effort and hours.

Health Plans & Healthcare Providers

Prior authorization is already 71% faster, down from 14 minutes to under four. GenAI can take friction out of high-volume healthcare workflows.

Communications

GenAI-supported operations are already cutting incorrect truck rolls by 40% and lifting NPS by 10 points. Lower cost, better customer outcomes.

Mortgage

Mortgage income review is already 40-50% faster with GenAI. For lenders, that means faster files and a more efficient operation.

Technology

AI operations have delivered 20,000+ prompts and responses in three weeks at 0% error. Production AI depends on the

Edtech

GenAI-powered learner support has cut resolution time by 26%, and agentic AI resolves queries 80% faster. Learner operations get easier to scale.

Retail & Digital Marketplaces

Visual AI is reaching 96.4% accuracy across 100,000+ queries, with hallucinations held to 0.8%. Reliable AI can run inside product journeys at scale.

Energy & Utilities

AI-led utility operations are delivering 35% higher smart meter conversion, $2.8M incremental revenue and $550K lower acquisition costs.

One Connected Journey

One team to rethink it, build it and run it.

Transform: rethink the work

Rethink the process, the operating model and the role AI should play. ISG notes Firstsource ties maturity assessment and use case priorities to how the work will actually run, so strategy does not stall before delivery.

Implement: build it into your systems

Build the intelligence into your enterprise systems and workflows with governance designed in. ISG highlights reusable domain assets and one engineering path from data preparation through evaluation, integration and release governance.

Operate: run it and keep improving it

Run the redesigned operation, learn from production, and keep improving it. ISG describes a delivery model that extends from build into governed, managed AI operations at scale, with one team accountable from design through delivery.