Zendesk Buys Forethought for Autonomy

Will 2026 be the year AI handles more service than humans? Zendesk says yes—backing a Forethought acquisition and an 80% end-to-end resolution claim. We pull at the threads: the Resolution Learning Loop, native voice autonomy, and “computer use” that clicks through apps without APIs. Bold promises, bigger stakes, and the one metric that could validate it all.

Across the aisle, NICE Cognigy lands splashy wins like Lufthansa reducing handovers and a platform bet on Model Context Protocol. Sounds like standardization nirvana, but here’s the catch: turning every enterprise tool into a discoverable agent interface is a governance grind. And Wall Street’s not sold yet, with Five9 at a 52-week low and a legal overhang tightening buyer leverage.

Featuring Tom Eggemeier and ecosystem voices like Gainsight’s Chuck Ganapathi, plus signals from The Forrester Wave: Customer Service Solutions, Q1 2026.

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