About Forethought AI agents by Zendesk

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<p id="docs-hc-snippet" style="display: none;">Forethought AI agents by Zendeskis an AI-powered support platform that can operate independent of the Zendesk platform to help any team automate customer service, assist human agents, route tickets, and improve support quality. Forethought AI agents offers several different capabilities that work together to make support operations faster, more consistent, and easier to manage.</p>

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<p class="p"><em class="ph i">Forethought AI agents by Zendesk</em> is an AI-powered support platform that can
operate independent of the Zendesk platform to help any team automate customer service,
assist human agents, route tickets, and improve support quality. Forethought AI agents
offers several different capabilities that work together to make support operations
faster, more consistent, and easier to manage.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="for_about__ul_topic_list">
<li class="li"><a class="xref" href="#what_is_forethought">What is Forethought?</a></li>
<li class="li"><a class="xref" href="#how_forethought_works">How does Forethought work?</a></li>
<li class="li"><a class="xref" href="#why_use_forethought">Why should I use Forethought?</a></li>
<li class="li"><a class="xref" href="#get_started_forethought">How can I get started with Forethought?</a></li>
</ul>
<p class="p">Related article:</p>
<ul class="ul" id="for_about__ul_related">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6970583409690" target="_blank">About AI agents</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="what_is_forethought">
<h2 class="title topictitle2" id="ariaid-title2">What is Forethought?</h2>
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<p class="p">Forethought AI agents is an independent suite of omnichannel AI tools designed for
customer support teams, even those that do not use the Zendesk platform. Its
capabilities help organizations handle support requests more efficiently by
automating common tasks, surfacing helpful insights, and improving the quality of
both human and AI-assisted support.</p>
<p class="p">Depending on the capability, Forethought can:</p>
<ul class="ul" id="what_is_forethought__ul_what_is">
<li class="li">
<strong class="ph b">Identify customer intent</strong> by analyzing ticket content to understand what
the customer needs.</li>
<li class="li">
<strong class="ph b">Automate support tasks</strong> by answering common questions, routing tickets, or
suggesting next steps.</li>
<li class="li">
<strong class="ph b">Assist agents</strong> by drafting replies that allow agents to respond more
quickly and efficiently.</li>
<li class="li">
<strong class="ph b">Surface insights</strong> by providing reporting and analysis to help teams
improve support operations.</li>
<li class="li">
<strong class="ph b">Review quality</strong> by supporting QA workflows to help teams measure and
improve service quality.</li>
</ul>
<p class="p">Together, these capabilities help support teams work more efficiently and deliver a
better customer experience.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="how_forethought_works">
<h2 class="title topictitle2" id="ariaid-title3">How does Forethought work?</h2>
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<p class="p">Forethought uses AI to analyze incoming support requests and support content, then applies that intelligence to different parts of the support workflow.</p>
<p class="p">Forethought includes the following capabilities:</p>
<ul class="ul" id="how_forethought_works__ul_capabilities">
<li class="li">
<strong class="ph b">Solve</strong>: Uses agentic AI to automate answers to common customer questions
and deliver end-to-end resolutions across support channels. Powered by
autoflows, Solve goes beyond deflection to fully resolve both simple and complex
customer inquiries, reducing costs and boosting satisfaction.</li>
<li class="li">
<strong class="ph b">Assist</strong> (Add-on): Acts as an AI copilot for your agents, helping them
draft responses and work faster. Delivered as a browser extension, Assist
analyzes tickets in real time, recommends workflows and knowledge articles, and
generates accurate, brand-aligned responses. Powered by agentic AI, it guides
agents through cases while providing insights into usage and performance for
continuous improvement.</li>
<li class="li">
<strong class="ph b">Triage</strong> (Add-on): Routes and prioritizes tickets intelligently using
agentic AI that analyzes each ticket, interprets intent and urgency, and routes
it to the right team or queue, automatically and instantly. By automating ticket
classification, Triage frees your team from tedious manual work so they can
focus on delivering excellent support.</li>
<li class="li">
<strong class="ph b">Agent QA</strong> (Add-on): Supports quality assurance review for human agents by
automatically analyzing your support agents' responses using customizable,
AI-powered rubrics. Supervisors can consistently measure agent performance, like
resolution quality, grammar, and empathy, without relying on manual
reviews.</li>
<li class="li">
<strong class="ph b">AI QA</strong> (Add-on): Evaluates AI-driven support experiences by continuously
evaluating AI and customer interactions using customizable rubrics. AI QA turns
every conversation into actionable information for your support experience.</li>
<li class="li">
<strong class="ph b">Integrations</strong>: Built-in integrations offer a quick way to connect various
knowledge sources to Forethought. Set up connections that surface supported
information in Solve's widget (chat) and email channels, as well as Assist.</li>
<li class="li">
<strong class="ph b">Discover</strong> (Add-on): Provides insights into support trends and performance,
turning every conversation, ticket, and agent interaction into actionable
insights. From detecting content gaps to automating workflows and tracking
performance trends, Discover helps you continuously improve your support
operations with AI-powered recommendations.</li>
<li class="li">
<strong class="ph b">Analytics API</strong> (Add-on): Retrieves conversation-level analytics for chat,
voice, API, Slack, and other supported channel interactions. This data enables
you to analyze engagement and deflection rates, intent performance, CSAT and
resolution outcomes, handoff patterns, context variable usage, and AI QA rubric
scores.</li>
<li class="li">
<strong class="ph b">Multibrand</strong> (Add-on): Allows you to manage up to 20 brands with custom
experiences.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="why_use_forethought">
<h2 class="title topictitle2" id="ariaid-title4">Why should I use Forethought?</h2>
<div class="body">
<p class="p">Forethought AI agents helps support teams work more efficiently and deliver better customer experiences. Even if you do not currently use the Zendesk platform, Forethought can help your support team:</p>
<ul class="ul" id="why_use_forethought__ul_why_use">
<li class="li">
<strong class="ph b">Respond faster</strong>: Automate common questions and improve routing to reduce delays.</li>
<li class="li">
<strong class="ph b">Improve consistency</strong>: Suggested responses and QA tools help maintain a consistent support experience.</li>
<li class="li">
<strong class="ph b">Reduce manual and repetitive work</strong>: Agents spend less time on routine tasks and more time on complex issues. Intelligent routing and automated answers lighten the load on agents. Automation and AI assistance reduce time spent on repetitive tasks.</li>
<li class="li">
<strong class="ph b">Gain better visibility into support operations</strong>: Analytics and review tools help leaders understand trends, gaps, and opportunities. QA tools help teams understand trends and find opportunities to improve.</li>
<li class="li">
<strong class="ph b">Scale support more easily</strong>: As ticket volume grows, AI helps teams keep up without sacrificing service quality.</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="get_started_forethought">
<h2 class="title topictitle2" id="ariaid-title5">How can I get started with Forethought?</h2>
<div class="body">
<p class="p">Forethought plans are available for purchase for any customer. <a class="xref" href="https://www.zendesk.com/contact/" target="_blank">Contact
Zendesk Sales.</a></p>
</div>
</div>
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