Forethought Says Customers Have Gained $1B+ ROI From Its Agentic AI CX Platform
Forethought says its customers have generated more than $1 billion in ROI since 2018. The lift comes from fewer tickets, lower support costs, and faster resolutions. For support leaders, that's a clear signal: agentic AI is moving from pilot to standard operating procedure.
Why this matters for support teams
Ticket deflection and faster handle times aren't abstract goals anymore - they're measurable outcomes at scale. Forethought positions its platform to give teams end-to-end control over how AI resolves, routes, and assists across the customer journey.
What's new: Headless, Insights, and a Browser Agent
- Headless Forethought: Build and deploy AI experiences across your own interfaces and channels without a rigid UI getting in the way.
- Custom Insights: Measure impact with analytics that map AI outcomes to support metrics leadership cares about.
- Browser Agent: An on-screen assistant that supports agents in real time with context and suggestions, right where work happens.
The bigger shift: autonomous, agentic AI in support
Forethought frames this milestone within a broader move to agentic systems that handle a meaningful share of service interactions by 2028. The company also cited a strategic investment round in May 2025 to speed up product expansion and deepen enterprise features.
How the platform works
Under the hood is a multi-agent architecture designed to operate across "every customer moment." Forethought says its agents can auto-resolve common issues across channels, surface knowledge and next-best actions for human agents, spot gaps in documentation, and triage more accurately. The aim: cut workload while improving resolution speed and CSAT.
Adoption and recognition
Forethought reports quarter-over-quarter growth as enterprises roll out autonomous AI for efficiency and better outcomes. Customers include Airtable, Cohere, Cotopaxi, Datadog, Grammarly, UPS, Upwork, and WordPress, with new additions like Gainsight and Fiverr.
The company has raised more than $115 million from Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. It also notes G2 recognition in 2025, including Mid-Market Leader, Best Estimated ROI, and Easiest to Do Business With in Customer Support.
What this means for your team
- Prioritize top contact drivers for automation (password resets, subscription changes, basic troubleshooting) to reduce ticket volume fast.
- Set guardrails for agent assist so suggestions are accurate, auditable, and easy to accept or dismiss in one click.
- Close knowledge gaps weekly; use AI insights to flag missing or outdated articles that block first-contact resolution.
- Track the basics: deflection rate, cost per resolution, FCR, AHT, and CSAT - then tie them to AI workflows, not just channels.
- Start small, go deep: prove ROI on one queue or region, then replicate to adjacent use cases.
Quote
"We've made enormous progress in building AI that drives business impact, and reaching $1B in ROI is proof of that. The way businesses engage with customers is changing rapidly, and we will continue to evolve the Forethought platform to meet these shifts. Our vision is to give companies more control over how AI is designed and deployed and deeper insight into its impact, making customer experience the most measurable and strategic driver of enterprise success." - Sami Ghoche, Chief Executive Officer, Forethought
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