Forethought

Forethought is an AI agent platform for customer support teams, resolving chat, email, voice and Slack requests. A Zendesk product, sold by quote.

Forethought takes the repeat questions off a service desk queue before they reach a person. Its AI agents draw on a company's help desk, CRM, knowledge base and historical tickets. They answer, act on the request, or pass the conversation to a human. Forethought Technologies, Inc. was founded in 2017 and is based in San Francisco. Zendesk completed its acquisition of the company on 26 March 2026, and the product keeps its own name and its own site at forethought.ai. Autoflows are workflows that guide AI or human agents to understand intent and settle a request. Workflow Builder lays those paths out on a conversation-based canvas, with no code to write. Custom actions let an agent trigger backend actions in the middle of a conversation. Intelligent Triage sorts incoming tickets with sentiment, intent and spam models. Insights reports deflection, CSAT, intent and resolution outcomes, while AI QA scores conversations against rubrics and Discover finds knowledge and workflow gaps in real customer conversations. Forethought is built for support and customer experience teams that already run a help desk such as Zendesk or Salesforce. Their aim is to close more requests without a person stepping in. Companies with several brands can give each one its own AI personality, workflows and tone. Every plan is sold through a sales quote, combining a platform access fee with outcome-based pricing. New customers start with a Proof of Value in place of a trial. Ecommerce teams on Shopify or Magento put the agents in front of shoppers in chat, email and their own mobile apps. Growth teams use the same agents to qualify leads, capture intent and send prospects down the right sales path. On the phone, Forethought Voice handles a call from the greeting to the resolution. Engineering teams reach further through the Solve API and the headless SDK, which run the agents inside any channel or backend system. Support leaders then read Insights and Discover to learn which questions still reach their team and which articles are missing.