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Never Dropped at a Sign of Trouble: Firstsource's FirstSenseAI Platform Helps Businesses Improve CX Workflows


Firstsource is a people-first, purpose-led, digital-forward process solutions company. At Firstsource, its teams help businesses generate stronger revenue and faster returns, as well as more reliably efficient operations – all via Firstsource’s “perfect mix of the latest technologies, human capabilities, and industry expertise.” Firstsource creates value for its global client base by elevating customer experiences (CXs) at every interaction (be it call, click, tap, message or chat).

The long story short? Firstsource aligns its customers and experts to alike to its “Digital First, Digital Now” strategy, focusing on pairing empowering technologies with human touch and simplifying business processes’ complexities.

In this business process management (BPM) vein, Firstsource officially announced the launch of its new AI platform for CX:


FirstSenseAI enables businesses to better capture real-time CX data and then actively use it to power more intelligent and personalized, insight-fueled interactions. With its ability to receive data, understand dynamic prompts or queries, and respond in mere seconds (not unlike ChatGPT, in this sense), FirstSenseAI elevates CX and helps boost both CXOps customer loyalty.

Already deployed for telcos, EdTech, healthcare and IT services, FirstSenseAI’s GenAI and ML capabilities drive:

  • Smarter Intake: Extract intelligence across multiple communication channels to predict customer intent and facilitate intelligent routing of customer requests.
  • Personalized Interaction: Capture a full, 360-degree view of each customer (and the journeys they’ve been on) in order to anticipate their changes in preferences and respond with personalized solutions or recommendations.
  • Intelligent Decisions: Deliver tangible, actionable insights based on historical data analysis (including real-time, case-specific identification of a client’s needs to improve accuracy and enhance the relevance of present and future solutions.
  • Profound Insights: Help identify hidden inefficiencies, bottlenecks, and process variations. Develop and test “What if?” scenarios to reduce information overload and improve process resilience.

The FirstSenseAI platform works by people, for people. It helps distinguish discussions’ nuances and the genuineness of expectational interactions, leaving customers feeling seen, heard, and empathetically supported.

“At Firstsource, we welcome the transformative powers of GenAI and ML, which have the potential to redefine human interactions with technology and revolutionize job roles across industries,” shared Dr. Sanjiv Goenka, Chairman of RPSG Group and Firstsource Solutions. “This excites us greatly and opens possibilities.”

Edited by Greg Tavarez
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