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Outcome-based generative AI for support, now part of Zendesk.
Pros
- Strong autonomous resolution plus triage and agent assist
- Outcome/usage-based pricing aligned to value
- Now backed by Zendesk's resources and roadmap
Cons
- No published pricing; sales-led custom quotes
- Post-acquisition product direction shifting into Zendesk (rebranded Forethought AI Agents by Zendesk)
- Costs scale with ticket volume and added channels
✓ Where it shines / best for
- Mid-market and enterprise support teams wanting AI + triage
- Companies on Zendesk or Salesforce helpdesks
- Orgs wanting automation plus agent-assist in one suite
✕ Not the best fit for
- Buyers wary of acquisition-driven product changes
- Small teams wanting transparent self-serve pricing
Features
- ✓ Solve generative AI agent for autonomous resolution
- ✓ Triage for automatic ticket classification and routing
- ✓ Assist for agent-side suggested replies and knowledge
- ✓ Discover analytics for automation opportunities
- ✓ Multichannel: email, chat, voice integrations
- ✓ Helpdesk integrations (Zendesk, Salesforce, etc.)
- ✓ Usage-based pricing on ticket/conversation volume
- ✓ Add-ons for voice AI and custom integrations
Pricing
| Plan | Price | Billing | Notes |
|---|---|---|---|
| Basic / Professional / Enterprise (custom) | Custom | per year | No public pricing; sales-led (now under Zendesk). Vendr median ~$59.5K/year (range $40K-$155K). Platform fee plus ~$0.12 per deflection; reportedly requires 20,000+ tickets to start |
Pricing verified from the official source. Prices change often — confirm on the vendor's site before buying.
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