Forethought Unveils Browser Agent: Empowering AI to Take Action Across Any Web Interface

Forethought, the leader in AI agents built for every customer interaction, announced the launch of Browser Agent, a groundbreaking innovation that allows AI to perform real actions within any browser-based system – all without requiring APIs or backend engineering changes. Alongside this, Forethought has introduced Headless Forethought and Custom Insights, expanding its enterprise platform to enable organizations to deploy, govern, and measure AI across all customer experience (CX) systems and channels.

“AI has spent the last few years learning to answer questions,” said Sami Ghoche, CEO and Co-Founder of Forethought. “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.”

Closing the API Gap in Enterprise CX

While most AI systems depend on APIs for automation, studies show that only 24% of enterprise systems are API-accessible, leaving 76% of workflows locked inside browsers. Forethought’s Browser Agent bridges this gap by enabling AI to function just like a human – navigating, clicking, and performing actions within any web interface.

With this innovation, CX teams can now automate previously manual tasks without redesigning existing systems or introducing complex integrations. The result is faster issue resolution, reduced workload for agents, and a more seamless experience for customers across chat, voice, email, and collaboration tools like Slack.

Also Read: Typeform Launches AI Engagement Platform to Transform Forms into Dynamic Workflows

Key benefits of Browser Agent include:

• Automation without APIs: AI interacts directly with any browser-based system.
• Enterprise-grade governance: Includes domain allow-listing, encrypted credentials, simulation modes, approval checkpoints, and full session visibility.
• Omnichannel support: Can be activated from chat, email, voice, or Slack.

Forethought customer Upwork is among those exploring this breakthrough for extending AI’s reach in customer experience.

“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.”

New Platform Capabilities Supporting AI at Scale

Headless Forethought

The new Headless Forethought enables enterprises to integrate Forethought AI directly into their existing infrastructure through APIs or Model Context Protocol (MCP), while maintaining full control over tone, compliance, policies, and escalation logic.

Formstack leveraged this capability to automate case routing and resolution—achieving an impressive 78% automated resolution rate while preserving its existing support workflows.

Custom Insights

With Custom Insights, CX leaders gain the flexibility to define key success metrics, monitor real-time performance, and analyze which customer interactions most influence satisfaction, escalation, or response time.

“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.”

Forethought’s AI-powered solutions are already delivering measurable improvements for enterprise customers.

“With Forethought, we’ve seen a clear lift in the quality and speed of our support. 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,” said Jakub Kepczynski, Head of Care, Grammarly.

As enterprises continue to seek intelligent, outcome-driven automation, Forethought’s expanded platform positions the company at the forefront of the next era of AI for customer experience-where technology doesn’t just answer, but acts.