Zendesk to Acquire Forethought to Expand Self-Improving AI Agents

Zendesk has entered into a definitive agreement to acquire Forethought, a customer service automation company, announced in a press release. The proposed acquisition will expand Zendesk’s Resolution Platform with self-improving AI agents capable of autonomously executing complex workflows across service channels.

Zendesk expects its autonomous AI to handle more service interactions than humans in 2026. The company said the deal will accelerate its product roadmap by over a year, adding capabilities such as specialized AI agents for B2B, B2C, and B2E use cases, native voice automation, and integration with enterprise systems that lack APIs.

Forethought’s technology will be integrated into Zendesk’s existing AI offerings, enabling AI agents to detect workflow gaps, generate new procedures, and test optimizations without manual retraining. The combined platform will continue to support Forethought’s customers while making its solutions available independently of the Zendesk platform.

The transaction is expected to close by the end of March, pending regulatory approvals.