Zendesk is looking to deepen its push into artificial intelligence with a new acquisition.
The customer service software company said it has reached an agreement to buy AI startup Forethought, a step that could expand how businesses use automation to handle customer support.
If the deal goes through, Forethought’s technology will become part of Zendesk’s Resolution Platform. The company says the integration should allow AI agents to take on more complicated service requests and coordinate workflows that often involve multiple systems and communication channels.
The move comes at a time when many organisations are experimenting with AI tools to handle routine customer interactions. Zendesk expects the role of automation to grow quickly, and the company believes that by 2026 autonomous AI could manage more customer service interactions than human agents.
Tom Eggemeier, chief executive officer of Zendesk, said expectations around customer support are changing. In the past, most tools focused on helping agents manage conversations with customers. Now, companies are looking for systems that can resolve issues directly rather than simply pass them along.
He said Forethought’s technology fits with Zendesk’s plan to develop AI systems that improve as they process more conversations and learn from real interactions.
Zendesk says its current AI agents already resolve more than 80 percent of customer service requests from beginning to end across its platform. The company uses what it calls a Resolution Learning Loop, which reviews past conversations and automatically updates workflows so the system can perform better over time.
Bringing Forethought into the platform could extend those capabilities further. Zendesk is working toward AI agents that can design and carry out multi-step support processes, automate requests across both voice and digital channels, and connect with enterprise software even when direct API connections are not available.
For Forethought, the acquisition could open the door to a much wider market.
Sami Ghoche, the startup’s co-founder and CEO, said joining Zendesk would help the company bring its technology to more organisations around the world while continuing to improve its products. He also said Forethought’s customers will benefit from Zendesk’s scale and platform.
Zendesk plans to expand its AI offerings once the deal closes. The company is developing specialised AI agents designed for different environments, including business-to-business services, consumer support teams, and internal enterprise operations. It is also working on broader voice automation and more advanced workflow capabilities.
Analysts say the acquisition reflects growing interest in what is often called agentic AI—systems designed to complete tasks on their own instead of only assisting human agents.
Keith Kirkpatrick, vice president and research director at Futurum Group, said the deal suggests Zendesk is positioning itself for a future where AI agents take on a much larger role in customer service.
The transaction is expected to close by the end of March, subject to regulatory approvals and other standard conditions.
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