Zendesk expects autonomous AI to handle more service interactions than humans this year, marking a structural shift in customer service.

To lead this transition, the company today announced it has entered into a definitive agreement to acquire Forethought.

This proposed transaction will expand Zendesk’s AI agent offering on the Resolution Platform, operating seamlessly across all service platforms and channels.

Tom Eggemeier, CEO, Zendesk says, “The era of simply managing conversations is over. The future of customer experience requires agentic capabilities built for definitive resolution. Forethought’s advanced capabilities perfectly align with our vision for agentic service. Together, we will be scaling self-improving AI that learns from every interaction. But technology is just the means. Resolution is our identity, and loyalty is the outcome. This proposed acquisition will ensure our customers have the absolute best tools to drive measurable growth in the AI era.”

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Sami Ghoche, Co-Founder and CEO, Forethought says, “Forethought was founded on the belief that AI will transform customer experience for every business. Joining Zendesk is the fastest way to accelerate that mission. With Zendesk’s platform, resources, and global reach, we will bring our technology to many more organizations around the world, move faster on innovation, and continue pushing the boundaries of what AI can do in customer experience. For our customers, this means the same innovative products and teams they trust today will be strengthened by the scale, platform, and investment of Zendesk.”

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Zendesk AI agents routinely resolve over 80 percent of interactions end-to-end across a broad customer base – with human and autonomous agents working in concert.

The Resolution Learning Loop enables continuous improvement by learning directly from every customer conversation, without the need for manual retraining.

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With the addition of Forethought, Zendesk will be able to advance this into fully self-learning AI agents that can generate, adapt, and execute complex workflows across any channel or platform. Each interaction strengthens performance over time, expanding what AI can resolve independently.