In the fast-evolving world of customer experience, Forethought today unveiled its new “Browser Agent” solution, enabling agentic AI to act directly inside any browser-based system. The company says this Browser Agent helps enterprises bridge the API gap and automate tasks previously locked behind web interfaces.
Moving beyond just responding to questions, Forethought positions its platform for the next era: AI that takes action and delivers outcomes. CEO and Co-Founder Sami Ghoche explained that Browser Agent can operate in environments that were never built for automation without changing legacy systems.
Browser Agent Solves the API Gap in Enterprise CX
Most enterprise systems – about 76% remain inaccessible via APIs, leaving many workflows trapped inside browser windows. Browser Agent aims to close that gap by letting AI mimic human agent behavior across any web-based tool. Key benefits include automation without APIs, enterprise-grade governance with encrypted credentials and approval checkpoints, and omnichannel support that triggers from chat, email, voice or Slack.
For example, customer experience teams at Upwork, a Forethought client, view this as the next step toward seamless and intelligent support. According to Brent Pliskow, VP of Customer Experience at Upwork, the expansion of AI enhances support operations. It opens new opportunities for more personalized interactions and greater customer empowerment.
Along with the Browser Agent launch, Forethought introduced two major platform features. Headless Forethought allows organizations to embed AI into existing systems while maintaining control over tone, policy, and escalation logic. Custom Insights helps CX leaders define tailored success metrics and monitor real-time performance dashboards. It also enables them to identify which interaction types drive satisfaction or cause delays.
These enhancements highlight Forethought’s focus on agentic AI. It goes beyond generative and conversational AI. The system thinks, acts, and improves across customer moments. One user achieved a 78% automated resolution rate while keeping their existing support interface.
Founded in 2018, Forethought has positioned itself as the global leader in AI agents for enterprise customer experience. The company supports billions of interactions for major brands and has raised over US$115 M in funding from top investors.
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News Source: Businesswire.com