Zendesk acquires Forethought to lead agentic service era — AI surpasses human service in 2026

Context

Zendesk has entered into a definitive agreement to acquire Forethought, positioning the company to lead the agentic service era. This move is significant for marketers as AI agents are expected to surpass human service interactions in 2026, marking a structural shift in customer service. Relevant for brands evaluating customer service strategies and AI adoption.