We’re excited to share that Blue Cloud Ventures has led Forethought’s recent $25 million growth with participation from some of the most respected voices in AI, including May Habib (co-founder & CEO of Writer) and Scott Wu (co-founder & CEO of Cognition), NEA, Sound Ventures, and others.

Customer service is undergoing a seismic shift, from armies of human agents and rigid bots to true agentic AI that can reason, act, and deliver outcomes autonomously across systems and channels. For enterprises, it represents one of the largest, most immediate, and highest-impact opportunities for generative AI, with over $200 billion in global spend ripe for disruption.

Forethought is leading that shift with its omnichannel, AI-native platform that delivers tangible results from day one. We’re proud to back Sami, Deon, and the rest of the team bringing this vision to life in production for enterprise customers.

Why We’re Excited about Forethought

At BCV, we’ve been tracking Forethought for years. Consistently across the last five quarters, the company accelerated growth as it continued to lean into gen AI in the midst of major market tailwinds. However, what stood out most wasn’t just numbers — it was how Forethought wins.

Customers like Airtable, Grammarly, Cohere, and Datadog chose Forethought for its unique ability to automate multi-step, human-like workflows out-of-the-box, without the months-long implementations that typically bog down AI deployments.

Here’s how it works: Forethought connects to existing support systems, analyzes historical ticket data, and identifies high-impact workflows to automate. Its “Autoflow” engine then surfaces recommended flows in plain English, which support teams can easily review and customize. Once approved, Forethought auto-builds the workflows, recycling existing APIs wherever possible. Developers only step in to refine or test integrations. This in-product guidance eliminates the need for professional services, streamlines manual configuration, and makes complex automation feel simple.

With the recent launch of voice capabilities and its multi-agent, omnichannel platform, Forethought now allows enterprises to engage customers across any channel while delivering personalized, end-to-end resolutions.

AI-Driven Support Can’t Wait

The support landscape is at a critical inflection point:

  • Customer satisfaction is declining: Forrester’s CX Index is at a record low for the third straight year, driven by poor digital experiences and rising customer expectations [1]
  • Support is now a key brand differentiator: Trends like declining consumer brand loyalty and increasing reliance on online reviews have made customer service a potential differentiator or critical pitfall
  • Enterprise CIOs are investing in AI: 75% are prioritizing AI adoption to improve business growth and efficiency, with support cited as a key focus area [2]

But Enterprise Adoption Faces Friction

Despite the above, end customers are still dealing with frustrating support interactions because agentic AI adoption still faces key roadblocks:

  • Support teams often drive blind — it is hard to identify, prioritize, and effectively configure high-impact workflows for automation
  • Agentic AI often requires lengthy, costly, professional services-heavy implementations per workflow, driven by a large variance of 1) customer service interactions and 2) internal enterprise systems
  • This generation of the AI support market is still nascent, and solutions often excel in specific channels or use cases — businesses attempting to implement AI often deliver fragmented customer experiences caused by a disjointed tech stack

This Is Where Forethought Steps In

Forethought’s approach smooths over these friction points and helps enterprises rethink what support can look like in an AI-native world.

Congrats to Sami, Deon, and the Forethought team — we’re thrilled to be a part of the journey!

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[1] Forrester US Customer Experience Index

[2] BCG: Where’s the Value in AI