Zendesk Makes Forethought AI Agents a Paid Add-On and Ships AI Predictive Routing

Zendesk·low signal

Zendesk's July product update makes Forethought AI agents purchasable as an add-on for autonomous inquiry resolution, intent detection, task automation, agent assist, and quality review, and adds AI-based predictive routing that assigns tickets to the agent most likely to resolve them fastest. It's an incumbent explicitly monetizing ticket-deflection as a line item — the support category's move from seats toward AI-resolution as the billable unit, mirroring Fin's per-resolution model. (Sourced from vendor release notes; treat as product-signal, not independent reporting.)