Firstsource named a leader in three ISG AI services quadrants
Firstsource Solutions has been named a Leader in three midsize quadrants across two ISG Provider Lens 2026 reports, covering generative AI and agentic AI services. The company says the recognition spans the full path of its Kairos operating system, from AI strategy and engineering to governed execution.
- Firstsource was named a Leader in three midsize ISG Provider Lens 2026 quadrants.
- It led both Generative AI Services midsize quadrants for the second consecutive year.
- The company received first-time Leader recognition in Agentic AI Development and Deployment Services.
- The recognition covers Kairos's Transform, Implement and Operate model.
- ISG highlighted governance, human oversight and controlled agentic execution.
Recognition spans generative and agentic AI
In the Generative AI Services report, Firstsource was named a Leader in Strategy and Consulting Services and Development and Deployment Services. This is the second consecutive year the company has led both midsize quadrants.
Firstsource was also named a Leader in Agentic AI Development and Deployment Services, marking its first-time recognition in that quadrant. The company, which is part of the RP-Sanjiv Goenka Group, made the announcement on Nov. 5, 2026.
Kairos connects strategy, implementation and operations
Firstsource says the three quadrants cover the full path of Kairos, its operating system for AI-native operations. Its Transform, Implement and Operate model is designed to take clients from identifying where AI should change work, to engineering those changes into production and operating agents within governed workflows.
ISG highlighted what it described as an operations-led approach, keeping AI strategy connected to how work will run in practice. It also pointed to reusable domain engineering, which allows clients to begin with proven, productized components rather than bespoke builds.
For agentic AI, ISG cited agent design based on domain playbooks, orchestration through Firstsource's Agentic AI Studio and the Intelligent Context Framework, or ICF. According to the company, the ICF captures exceptions and decisions that standard procedures can miss, allowing each deployment to strengthen the next.
Governance remains central to agent deployment
ISG also emphasized that permissions, escalation paths and human oversight become important as agents act across enterprise systems. Firstsource says its aim is reliable execution within clear boundaries, rather than maximum autonomy, with autonomy extended as trust is earned.
Hasit Trivedi, Chief Digital & AI Officer at Firstsource, said, "Enterprises don't need more AI pilots. They need to rethink how work gets done: redesigning processes, using GenAI where it adds value and giving agents clearly defined responsibilities, with human judgment at the right points." He added that Kairos is how Firstsource makes that approach real through what the company calls "Intelligence That Operates."
Gowtham Kumar Sampath, Assistant Director & Principal Analyst at ISG, said Firstsource combines "domain-led GenAI with governed agentic execution," connecting process knowledge, orchestration, human oversight and runtime governance.
For enterprises considering agentic AI, the announcement positions Firstsource's offering around controlled deployment across business workflows, with strategy, implementation and ongoing operations presented as one connected service path. The company provides access to the two ISG reports through its website.
