Forethought, which makes AI agents designed for every customer moment, has launched Browser Agent, which enables 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.
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.
“Today, Forethought is launching the first AI Agents for Customer Experience that can operate directly in the browser to take actions on behalf of customers, at enterprise scale,” said Sami Ghoche, CEO and Co-Founder of Forethought. “APIs (or MCP servers) aren’t always available or easy to expose for CX teams. According to Postman, only 24% of developers actively design APIs with AI agents in mind. That’s been a roadblock for agentic AI. Browser Agents overcome this roadblock by securely spinning up a browser in the background – logging in, navigating, reading, typing, clicking – and completing the same steps a human would, all within enterprise guardrails. This is a big step toward closing the gap between what AI can understand and what it can do. I’m incredibly proud of the Forethought team for pushing the edge of what’s possible with agentic AI.
“AI has spent the last few years learning to answer questions,” Ghoche said. “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.”
Ghoche emphasized the significance of this ability to help enterprises make a major impact.
“The more I talk to leaders across industries, the clearer it becomes,” he said. “We’re not just seeing a new wave of tools. We’re watching the blueprint for enterprise work get rewritten in real time. This isn’t about building a better help desk or adding AI to legacy workflows. It’s about reimagining how companies operate at their core. A new kind of generational company is being built. Not a better Zendesk. Not another Intercom. It’s definitely something bigger.”
For decades, companies have been organized around departments—support, success, sales, marketing, billing, product—each with their own tools and teams.
“And that made sense when scaling meant scaling people,” Ghoche noted. “But customers don’t think in silos the same way businesses have – and honestly, when AI is at the centre of business, they shouldn’t have to. Today, we have the chance to connect these fractured experiences with AI agents that exist across the enterprise. Agents that aren’t stuck in a single team’s workflow – but that move with the customer, understanding their needs, their context, and their journey entirely.”
Ghoche also called attention to one aspect of this.
“The customer experience will no longer feel like a separate, generic layer. It will be an extension of the company’s brand and product experience itself.”
Ghoche said that creating this is Forethought’s goal.
“That’s what we’re building at Forethought,” he said. “Not just an AI tool for support. Not just automation for tickets. But enterprise-grade AI agents that serve your customers at every step – across support, sales, onboarding, success, feedback, and more. Because at the end of the day, customers don’t care which department they’re talking to.
They just want to be understood—and helped. Instantly. Intelligently. With context.
“The future of enterprise work isn’t siloed,” Ghoche concluded. “It’s unified. It’s AI-first. And Forethought is all-in on making it a reality!”
Key benefits of Browser Agent include automation without APIs: AI can act directly inside any browser-based tool. It also enables enterprise-grade governance, which includes domain allow-listing, encrypted credentials, simulation modes, approval checkpoints, and complete session visibility. Finally, it provides omnichannel support, which is triggerable from chat, email, voice, or Slack.
Forethought customer Upwork, who is also a Forescout design partner, 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.”
“We’re entering a new phase of AI capability – one that moves beyond chat interfaces and into true task execution,” Pliskow said. “With the emergence of browser-based agents, the boundary between conversation and action is disappearing. These systems can not only understand intent but also act on it – navigating web interfaces, updating data, or completing multi-step workflows autonomously. It’s a natural evolution following “operator” models introduced earlier this year, now integrated into ChatGPT’s “agent mode”, and it signals what’s next for AI in customer experience. For those of us in CX and Support, the opportunity isn’t about replacement – it’s about reach. Browser agents extend AI into areas previously out of scope, where human assistance was once the only path forward. Done right, this means faster resolutions, fewer handoffs, and more empowered customers – while allowing our teams to focus their expertise where it has the most impact. The real work now is in how we adopt and govern this next wave — responsibly, transparently, and in ways that deepen trust.”
Platform enhancements supporting enterprise AI agents include 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.
In addition, 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,” said Jakub Kepczynski, Head of Care, Grammarly. “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.”