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Customer-support AI acquisition wave is being predicted, but likely buyers remain unclear
In separate X posts, Harry Stebbings predicted incumbent-led acquisitions in customer-support AI, Jason Lemkin questioned which incumbents would buy, and Brianne Kimmel pointed to voice and Zendesk’s Forethought deal.
TLDR
Harry Stebbings predicted on X that customer-support AI companies will be acquired by incumbents. Jason Lemkin said that could happen but questioned which incumbents would buy, arguing products from Salesforce, HubSpot and Zendesk are often “fine enough.” Brianne Kimmel called Zendesk’s Forethought acquisition an early move and argued voice has been the more meaningful support innovation.
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