For the second consecutive year, it has been rated as a leader in two generative AI mid-sized enterprise quadrants, and for the first time, it has been rated as a leader in the Agentic AI sector.
Mumbai, India, November 5, 2026 / PRNewswire / -- Global intelligent partner, a subsidiary of RP - Sanjiv Goenka Group, Firstsource Solutions Limited ( NSE : FSL ; BSE : 532809), announces that it has been rated as a leader in three of the mid-sized enterprise quadrants of two ISG Provider Lens ® 2026 reports.
In terms of generative AI services, Firstsource was rated as a leader in both the "Strategy and Consulting Services" and "Development and Deployment Services" quadrants, marking the second consecutive year that the company leads in these two areas. In the realm of Agentic AI services, the company was also rated as a leader in the " Agentic AI Development and Deployment Services" quadrant.
The company stated that these three quadrants collectively cover the entire path of Kairos. Kairos is the operating system that Firstsource is designed for the native operation of AI. Its “Transform, Implement, and, Operate (Transformation, Implementation, and Operation)” model aims to assist customers in transitioning from determining which aspects of AI require changes in working methods, to engineering these changes and putting them into production, and finally to running agents within governed workflows.
Firstsource and AI officials Hasit Trivedi state: "Enterprises do not need more AI pilot projects. What they need is to rethink the way work is done: restructure processes, use generative AI where it can create value, and assign clearly defined responsibilities to agents, while retaining human involvement at the points where human judgment should be applied. Ultimately, enterprises want to see results delivered. In Firstsource, Kairos is how we turn this into reality: operational intelligence (Intelligence That Operates). The recognition we receive at the strategic, engineering, and Agentic execution levels reflects this full-stack Transform, Implement, and, Operate approach."
ISG Assistant Director and Chief Analyst Gowtham Kumar Sampath stated: " Firstsource combines domain-driven generative AI with governed Agentic execution, integrating contextual intelligence into enterprise workflows and gradually expanding AI from auxiliary to collaborative actions. Its Kairos, Intelligent Context Framework, and Agentic AI Studio link process knowledge, orchestration, human supervision, and runtime governance, laying the foundation for scalable and controllable AI-driven operations."
ISG Emphasized Content
Firstsource indicates that in these two reports, ISG emphasizes the company's operation-oriented approach, which is to ensure that the AI strategy always aligns with how work is actually carried out. ISG also mentions its reusable domain engineering capabilities, enabling customers to start with proven and productized components rather than from custom-built solutions.
In terms of Agentic AI, ISG pointed out that the agent design of Firstsource is based on domain combat manuals and is orchestrated through Agentic AI Studio and Intelligent Context Framework ( ICF ). The company claims that ICF is capable of capturing exceptions and decisions not covered by standard processes, therefore each deployment enhances the next one.
ISG also emphasizes that as agents perform operations across enterprise systems, permissions, upgrade paths, and human supervision are just as important as the agents themselves. Firstsource states that the goal is not to achieve maximum autonomy, but rather to ensure reliable execution within clear boundaries, and to gradually expand autonomous permissions as trust is established.
Report download link:
- Generative AI service: https :// www.firstsource.com / insights / resource-hub / research-report / isg-provider-lens-generative-ai-services-2026-firstsource
- Agentic AI Service: https :// www.firstsource.com / insights / resource-hub / research-report / isg-provider-lens-agentic-ai-services-2026-firstsource
About Firstsource
Firstsource Solutions Limited is a subsidiary of RP - Sanjiv Goenka Group ( NSE : FSL; BSE : 532809), providing global intelligent collaboration services to enterprises in industries such as healthcare, banking and financial services, communications, media, technology, retail, and utilities. The company states that its "in-depth" professional teams re-imagine business process management through collaboration.
Firstsource operates in the United States, the United Kingdom, India, the Philippines, Mexico, Romania, Trinidad and Tobago, South Africa, and Australia. The company claims that by combining over 25 years of industry expertise with the “agent-first” delivery model, it designs, builds, and operates intelligent enterprise operation systems. Through the “Intelligence That Operates” commitment – supported by the operating system Kairos that implements it – the company integrates consulting, implementation, and operations into a single full-stack collaboration model, and guarantees results rather than just investment, transforming deep domain expertise into compound operational advantages for industries with the strictest global regulations.
