Forethought
AI customer support automation platform with multi-agent capabilities, now part of Zendesk.
Where Forethought ranks
Current edition · updated Oct 20, 2026- Ranked #2Route work itemsAcross industries · Triage · 12 products reviewed
- Ranked #8Provide phone supportAcross industries · Solve · 19 products reviewed
- Ranked #9Analyze customer feedbackAcross industries · Discover · 49 products reviewed
- Ranked #10Summarize documentsAcross industries · Agentic AI Copilot · 12 products reviewed
About Forethought
AI customer support automation platform with multi-agent capabilities, now part of Zendesk.
Products
Multi-agent system for customer support resolving inquiries, triaging tickets, and guiding agents with omnichannel agentic AI.
Omnichannel agentic AI agent that resolves customer inquiries end-to-end across chat, email, voice, Slack, and headless channels.
Surfaces insights from support interactions, detects knowledge gaps, and generates articles and Autoflows.
Classifies, tags, and prioritizes tickets using pre-built or custom models for routing to the right agent.
Evaluates 100% of human agent support interactions with customizable QA rubrics and dashboards.
AI copilot that assists human agents with ticket summaries, suggested replies, and in-the-moment guidance within their helpdesk.
What customers say
“When a ticket is coming in, it can predict whether it’s a high-priority or low-priority ticket and which agent is best qualified to handle this question. And this all happens before the agent even touches the ticket.”
“Designed as a plug-in enterprise solution that can be installed in two days and improve customer support time-to-resolution by up to 30 percent, [Forethought] gained widespread attention as it propelled Forethought to victory at the 2018 TechCrunch Disrupt Battlefield.”
“What has made Forethought resonate with customers is software that plugs into a company’s sales and customer service software to learn how past issues were resolved and better predict what an individual ticket might be about.”
- Solve
MeUndies deployed Solve for chat and email, adding API-powered order cancellation and subscription workflows. Forethought reports 80% chat containment and a 3.7x increase in support capacity during Q4 2025.
Case study - Solve
Cotopaxi uses Solve for automated support and Discover to find knowledge gaps and draft articles. Forethought reports $76,000 in savings over the first six months while live-agent CSAT remained 4.5 out of 5.
Case study - Solve
iFIT uses Solve for chat self-service, Triage for ticket classification, and Discover for workflow and content recommendations. Forethought reports 33% chat deflection, 82% prediction accuracy, and 436 agent hours saved…
Case study
Security and compliance
As reported by Forethought. Ask for audit reports before you buy.
- SOC 2 Type IICertified
- ISO/IEC 27001Compliant
- NIST SP 800-53Compliant
- Data encryption at rest
- TLS encryption in transit
- Production secrets managed with AWS tools
- PII redaction during ingestion
- PHI redaction during ingestion
- Financial data redaction during ingestion
- Original data deletion within 24 hours
- Security design reviews
- Threat modeling
- Regular penetration testing
- Employee privacy and security training
- Specialized security training for engineers
- Data Protection Officer appointed
- Sensitive data redaction (best effort basis)
SubprocessorsAWeber Systems, Inc., Descript
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