Forethought

Forethought exhibits some defensibility through its proprietary AI models, trained on both proprietary and customer-specific data, and its unique multi-agent system for CX. The extensive integrations and enterprise-focused pricing suggest a moderate switching cost for established customers. However, the lack of clear network effects and the competitive landscape in AI customer service prevent a higher moat score.

Zendesk demonstrates a moderate level of openness and transparency, particularly concerning its AI practices and data handling. They publish transparency reports detailing government requests for data and provide extensive documentation on their security and privacy practices through their Trust Center. Zendesk emphasizes transparency in how its AI works, including data collection and usage, and offers customers control over AI features and data. They have also achieved CSA STAR AI Levels 1 and 2 certifications, which involve public disclosure of AI governance and security practices and independent third-party audits. While they are transparent about their AI and data practices, there is no explicit mention of open-sourcing model weights or significant open-source contributions, nor public safety evaluations.