Company also expands Headless and Custom Insights capabilities, advancing the shift from conversational AI to agentic AI in enterprise customer experience

Forethought, the leader in AI agents designed for every customer moment, today introduced Browser Agent, enabling AI to take action directly inside any browser-based system, without APIs or engineering changes. The company also expanded its platform with Headless Forethought and Custom Insights, giving enterprises a unified way to deploy, govern, and measure AI across all CX channels and systems.

“AI has spent the last few years learning to answer questions,” said Sami Ghoche, CEO and Co-Founder of Forethought. “The next era is about action and outcomes. Browser Agent allows AI to securely complete real tasks inside systems that were never built for automation. It helps enterprises make a meaningful impact without changing the systems they already rely on.”

Browser Agent Solves the API Gap in Enterprise CX

While most AI agents rely on APIs, only 24% of enterprise systems are accessible through them, leaving 76% of digital workflows locked inside browsers and beyond automation’s reach. Forethought Browser Agent bridges this critical gap by enabling AI to act directly within any web-based interface, just as a human agent would.

This advancement allows CX leaders to finally automate tasks that previously required a human agent, without system rewrites or new integrations. This capability delivers faster resolutions, reduces manual work, and drives a seamless customer experience across chat, voice, email, and Slack channels.

Key benefits of Browser Agent include:

• Automation without APIs: AI can act directly inside any browser-based tool.
• Enterprise-grade governance: Domain allow-listing, encrypted credentials, simulation modes, approval checkpoints, and complete session visibility.
• Omnichannel support: Triggerable from chat, email, voice, or Slack.

Forethought customer Upwork underscores the growing demand for agentic AI that can extend automation into new areas of customer support.

“We are interested in Browser Agent because it represents the next step in how AI can help us deliver exceptional customer experiences,” said Brent Pliskow, GM and VP of Customer Experience at Upwork. “By extending AI into areas of support that were previously out of reach, we see an opportunity to make every interaction more seamless, intelligent, and empowering for our customers.”

Platform Enhancements Supporting Enterprise AI Agents

Headless Forethought

Headless Forethought enables organizations to embed Forethought AI directly into existing systems via APIs or the Model Context Protocol (MCP), while still preserving complete control over tone, policy, compliance requirements, and escalation logic.

Formstack used this approach to automate case routing and resolution while maintaining its existing support interface, achieving a 78% automated resolution rate.

Custom Insights

Custom Insights lets CX leaders define their own success metrics, monitor real-time performance dashboards, and understand which types of customer interactions drive satisfaction, delays, or escalations.

“Agentic AI isn’t just another technology trend; it’s redefining how businesses operate and build value," said Antoine Nasr, Head of AI at Forethought. “Our mission has always been to make AI trustworthy and impactful for teams solving real problems. What our customers have proven is that when companies design AI around outcomes instead of hype, they create measurable results.”

“With Forethought, we’ve seen a clear lift in the quality and speed of our support. Their AI has helped us deliver faster resolutions, more personalized interactions, and a smoother overall experience for our users—raising satisfaction across every touchpoint and reducing customer friction,” said Jakub Kepczynski, Head of Care, Grammarly.

About Forethought

Launched in 2018, Forethought offers the world’s most advanced AI agents for CX—enterprise-ready and built for every customer moment. Supporting billions of interactions for leading companies like Upwork, Grammarly, Airtable, and Datadog, Forethought AI agents think, act, and improve, delivering better customer experiences and scalable business impact. The company has raised $115M+ in funding from top investors, including Blue Cloud Ventures, NEA, Village Global, and Sound Ventures. G2 has recognized Forethought as a Mid-Market Leader and Best Est. ROI, and Easiest to Do Business With in Customer Support for 2025.

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