# Forethought AI Agents (Zendesk (Forethought))

Category: AI agents. Public reviews about the AI: 6. Profile updated 2026-10-08.

Forethought's Solve AI agent resolves customer issues across channels; Zendesk acquired Forethought in March 2026.

## What it does

Solve is Forethought's omnichannel AI agent; it detects a customer's intent and applies an Autoflow (agentic workflow) or a knowledge base article [1]. Custom Actions connect API endpoints so the agent can act, for example process refunds or update accounts, and a Browser Agent can work in tools without APIs [1]. Zendesk completed its acquisition of Forethought on March 26, 2026, and calls the product "Forethought AI Agents by Zendesk" [2].

Channels: Chat, Email, Voice, SMS, Slack, Mobile, API. Works with: Forethought lists help desks and CRMs including Zendesk, Salesforce, ServiceNow, Freshworks, Intercom, Kustomer, Gorgias, Help Scout, HubSpot and Front, plus call center software such as Amazon Connect, Five9, Genesys and Talkdesk [3].

## Handoff

When Solve cannot resolve an inquiry or a customer asks for a person, Triage classifies and prioritizes the ticket and tags it by sentiment, language and urgency; Forethought says inquiries transfer to human agents in real time "with full context" [1]. The exact fields the agent receives are not published [1].

## Controls

- Agent Coaching to guide responses, adjust tone, add context and steer how the agent handles topics [1]
- Analytics dashboard for CSAT, deflection rate and speed, with suggestions for underperforming workflows [1]
- PII, PHI and financial data redacted during ingestion on a "best effort basis", with original data deleted within 24 hours [4]
- Custom handoff models on the Professional plan; enterprise security and governance controls on Enterprise [5]
- ISO 27001 and SOC 2 audits; controls aligned with HIPAA and NIST 800-53 [4]

## Setup

Forethought says Solve is "Ready on day one", trained on the company's historical data, and integrates "without a heavy lift"; it states no timeline [1].

## Billing

By contract. Not published; Team, Professional and Enterprise plans are sold by quote [5]. Forethought says pricing is "a blend of platform access fees and an outcome-based pricing cost", with extra charges if usage exceeds the plan's purchase volume [5].

## Vendor claims (not results)

- Forethought states a 15x average return on investment and a 55% average reduction in first response time [6]
- Forethought states "up to 98%" resolution rate [6]
- Forethought cites an 80% ticket deflection rate at YAZIO and a 65% average self-serve rate at Upwork [6]

## Not found in public sources

- Public prices
- Which outcome is billed and how it is defined
- Testing or simulation before launch
- Approval or versioning of agent changes
- What changes for non-Zendesk help desk customers after the acquisition

## What reviewers say

- Does the job: 0 positive, 6 negative (too few to rate)
- Accuracy: 0 positive, 3 negative (too few to rate)
- Handoff to a person: 0 positive, 2 negative (too few to rate)
- Cost: 0 positive, 0 negative (too few to rate)
- Setup and upkeep: 0 positive, 1 negative (too few to rate)

> "I find myself having to do a lot of work to train it to give better summary answers." (Dashiel M., Trustpilot, 2026-02-25: https://www.trustpilot.com/reviews/699f4450de5695588f35953c)
> "Completely useless. Bots just give out information already available on their customer's sites, even if incorrect. Will not assist me to contact someone." (Thomas P., Trustpilot, 2025-11-16: https://www.trustpilot.com/reviews/691a16dfa7435cb3ff28f515)
> "not answering what i asked for it do what it want when it want, bring back humans to work not this bullshit" (harelpro g., Trustpilot, 2025-10-20: https://www.trustpilot.com/reviews/68f634ba86c4b46d23cbed4c)
> "However it never put me through support and kept going in circles asking the same questions, along the lines of "did this help?"" (Customer, Trustpilot, 2024-11-25: https://www.trustpilot.com/reviews/674492398b983e894ccc912c)
> "Piece of garbage technology. Products like this are the most important reason why GenAI will fail." (RS, Trustpilot, 2024-11-22: https://www.trustpilot.com/reviews/674056c0c3d7685870c85a30)
> "Probably the least helpful invention by humankind. If I ever see this software on your website or app, I am not business with you." (Farzana C., Trustpilot, 2024-10-03: https://www.trustpilot.com/reviews/66fea6d07055d4641d476a79)

## Sources

1. [Solve](https://forethought.ai/platform/solve), Forethought, accessed 2026-10-08
2. [Zendesk completes Forethought acquisition](https://www.zendesk.hk/newsroom/articles/zendesk-completes-forethought-acquisition/), Zendesk, accessed 2026-10-08
3. [Integrations](https://forethought.ai/integrations), Forethought, accessed 2026-10-08
4. [Security](https://forethought.ai/platform/security), Forethought, accessed 2026-10-08
5. [Pricing](https://forethought.ai/pricing/), Forethought, accessed 2026-10-08
6. [Forethought home page](https://forethought.ai/), Forethought, accessed 2026-10-08

Canonical page: https://get-support-ai.com/products/forethought