John Babic

There is a particular kind of frustration that has become the background noise of modern life. You go to your favourite brand’s website. You open a chat window. You explain your problem. The bot misunderstands you and asks you to try asking it a unique way. So, you sit and think of how you can do that. You type it again, slightly differently this time because maybe it was your fault you think to yourself. You still get nowhere. “Put me through to a human,” you ask. You wait.

While much of the SaaS world is tightening its belt, Zendesk is doing the opposite and honestly, it's hard to argue with the logic. The company has announced a definitive agreement to acquire Forethought, a well-regarded AI agent platform, in what is shaping up to be its most significant deal in nearly two decades. It's the latest move in an aggressive M&A run that has seen Zendesk deploy close to half a billion dollars in acquisitions over the past 18 months.

YouTubeWatch on YouTube While much of the SaaS world is tightening its belt, Zendesk is doing the opposite and honestly, it's hard to argue with the logic. The company has announced a definitive agreement to acquire Forethought, a well-regarded AI agent platform, in what is shaping up to be its most significant deal in nearly two decades. It's the latest move in an aggressive M&A run that has seen Zendesk deploy close to half a billion dollars in acquisitions over the past 18 months.