Firstsource Solutions Limited, a global intelligence partner and RP-Sanjiv Goenka Group company, has been recognized as a Leader in three midsize quadrants across two ISG Provider Lens® 2026 reports. This marks the company's second consecutive year as a Leader in both Generative AI Services quadrants (Strategy and Consulting Services, and Development and Deployment Services) and its first-time recognition as a Leader in Agentic AI Services (Agentic AI Development and Deployment Services).

The three quadrants collectively cover the full scope of Firstsource's Kairos operating system for AI-native operations, which follows a Transform, Implement and Operate model. This model guides clients through the process of determining where AI should transform work, engineering that change into production, and operating agents within governed workflows.

Hasit Trivedi, Chief Digital & AI Officer at Firstsource, commented that enterprises need to rethink how work gets done by redesigning processes, utilizing GenAI where it adds value, and giving agents clearly defined responsibilities with human judgment at appropriate points. He emphasized that Kairos represents the company's approach to delivering "Intelligence That Operates."

Gowtham Kumar Sampath, Assistant Director & Principal Analyst at ISG, noted that Firstsource combines domain-led GenAI with governed agentic execution, embedding contextual intelligence into enterprise workflows and progressively extending AI from assistance to coordinated action. The company's Kairos platform, Intelligent Context Framework, and Agentic AI Studio connect process knowledge, orchestration, human oversight, and runtime governance to create a foundation for scalable, controlled AI-driven operations.

ISG's recognition highlights several key aspects of Firstsource's approach:

  • Operations-led approach that keeps AI strategy tied to actual work execution
  • Reusable domain engineering that allows clients to start from proven, productized components rather than custom builds
  • Agent design grounded in domain playbooks with orchestration through Agentic AI Studio
  • Intelligent Context Framework (ICF) that captures exceptions and decisions missing from standard procedures
  • Focus on reliable execution within clear boundaries rather than maximum autonomy, with autonomy extended as trust is earned

The company operates across multiple industries including healthcare, banking and financial services, communications, media, technology, retail, and utilities, with global operations across the US, UK, India, Philippines, Mexico, Romania, Trinidad & Tobago, South Africa, and Australia.