Leading the AI-First Reinvention of the Services Industry
Firstsource is driving an intelligence-led transformation in the services industry, helping enterprises shift from process efficiency to insight-driven adaptability. Rooted in its UnBPO™ philosophy, the company is reimagining how work happens, how people experience technology, and how organizations unlock value at scale.
Across India, the United States, the United Kingdom, Australia, and the Philippines, Firstsource unites human expertise with AI to create more connected, engaging, and sustainable workplaces. Its approach blends empathy, design thinking, and responsible AI to help clients and employees thrive amid constant change.
At the center of this vision is OneFirstsource, a cloud-native, AI powered platform built on Microsoft Azure and Azure OpenAI. It integrates data, automation, and human judgment into a unified intelligent workspace. A key component is FirstAssist, an enterprise-grade agentic AI assistant that autonomously coordinates tasks and workflows across HR, IT, travel, expense management, and operations. By shifting from manual coordination to assistant-led and agent-operated models, employees can focus on creativity and collaboration while AI manages complexity and scale.
This environment enables seamless scheduling, instant IT resolution, frictionless travel booking, and real time HR access, reducing context switching, improving transparency, and boosting engagement. Firstsource’s AI-first approach has already delivered measurable impact: accelerated task completion, streamlined approvals, improved employee satisfaction, and resource savings through digital, paperless processes. Its scalable AI foundation supports rapid deployment, data-driven insights, and strong ROI from the Microsoft ecosystem.
The deeper transformation lies in how AI and humans now work together to make contextual decisions, drive innovation, and continuously learn. Governance and human oversight are embedded at every layer, ensuring responsible, explainable, and trustworthy automation, a model enterprises can confidently emulate.
OneFirstsource represents more than a technological shift; it signals a rethinking of the IT-enabled services industry. It shows what becomes possible when organizations evolve from disconnected systems to intelligence-first enterprises where AI amplifies human ingenuity. This embodies Firstsource’s UnBPO™ philosophy: moving beyond traditional outsourcing to create adaptive, intelligence-led ecosystems that anticipate change and unlock growth.
Firstsource’s journey provides a blueprint for enterprises adopting AI at scale. By uniting cloud, data, and human intelligence, it is building an agile, human centered, and insight-driven model of enterprise transformation. As industries move from labor arbitrage to intelligence arbitrage, Firstsource stands at the forefront proving that the future belongs to organizations that make AI work for people, not the other way around.
“AI is not just transforming how we work — it’s redefining what’s possible. At Firstsource, we see it as a catalyst to reimagine enterprises from the inside out: more intelligent, more adaptive, and more human. The real opportunity lies not in replacing people, but in empowering them to create greater value, faster, and more responsibly than ever before.”
Ritesh Idnani
Managing Director & Chief Executive Officer