Forethought, a specialist in agentic AI for customer experience, has announced that its customers have collectively realized more than $1 billion in return on investment since the company’s inception in 2018. The milestone follows the launch of three new capabilities — Headless Forethought, Custom Insights, and Browser Agent — designed to give enterprises greater control over how AI is orchestrated across the end-to-end customer journey.
Rising Market Traction
Forethought attributes this value creation to measurable outcomes such as reduced ticket volumes, lower support overheads, and faster issue resolution. The achievement comes just over a year after the company reported crossing one billion monthly customer interactions, underscoring the expanding role of agentic AI in customer success and support functions.
Industry forecasts reinforce this shift. Cisco estimates that by 2028, nearly 68% of service interactions will be managed by agentic AI systems. In response to growing enterprise demand, Forethought secured a strategic funding round in May 2025 aimed at accelerating product development and strengthening its enterprise-grade capabilities.
During a recent Bloomberg segment, co-founder and Chairman Deon Nicholas highlighted how brands such as Cotopaxi, Datadog, Grammarly, Lime, and Airtable leverage Forethought’s AI agents to improve response times, optimize support costs, and enhance customer retention.
Multi-Agent Intelligence Across the Journey
At the core of Forethought’s platform is a multi-agent AI architecture engineered to operate across every customer touchpoint. These AI agents autonomously resolve routine issues across channels, assist human agents with contextual recommendations in real time, surface knowledge gaps, and streamline ticket triaging. The combined effect is improved resolution speed, reduced agent workload, and higher customer satisfaction.
Enterprise Growth Driven by Autonomous AI
The company reports consistent quarter-over-quarter growth as enterprises increasingly adopt autonomous AI agents to improve operational efficiency and customer outcomes. Its customer portfolio includes Airtable, Cohere, Cotopaxi, Datadog, Grammarly, UPS, Upwork, and WordPress, with recent additions such as Gainsight and Fiverr.
Sami Ghoche, CEO of Forethought, noted that the $1 billion ROI milestone demonstrates how AI can deliver tangible business value. He emphasized the company’s focus on enabling organizations to design, deploy, and measure AI in ways that make customer experience a strategic and quantifiable driver of enterprise performance.
