Sold by: Forethought.ai
Deployed on AWS
Forethought's suite of AI apps makes it easier for customers to bring AI to their agents and customers. Discover, insights & analytics, helps admins build out workflows for Solve, chat & email responses along with ticket enrichment, Triage, and agent support, Assist.
4.3
Overview
Forethought's mission is to empower businesses to deliver exceptional customer experiences with efficiency and scalability. We deliver advanced AI Agents built to think, act, and get smarter with every interaction. No matter the question - "Where's my refund?", "How do I update my plan?" or "Why isn't this working?" - a purpose-built AI Agent is ready to help.
From chat to voice to SMS, every conversation gets a smart, personalized response powered by your policies, tone, and data. This is not just plug-and-play automation. It is AI with a strategic plan.
Forethought helps the C-suite roll out a multi-agent system across the entire customer experience. With Forethought, executive teams can stop piecing together tools and start running a smarter, faster operation - one that delights customers every step of the way.
Key Capabilities:
- Omnichannel AI Agents for chat, email, voice, SMS, Slack, and API-based use cases
- No-Code Agent Builder to launch agents for returns, onboarding, billing, and more
- AI Copilot for Agents to guide human reps with real-time content and suggested actions
- Proactive Insights Engine to detect gaps, suggest workflows, and generate content
- Enterprise-Ready Compliance with SOC 2, HIPAA, GDPR, PCI, and built-in PII redaction
- 100+ Seamless Integrations across CRMs, helpdesks, knowledge bases, and internal systems
Pricing: Contact us to request a free proof of concept and see Forethought's AI Agents in action. CTA Link - https://forethought.ai/view-demo?utm=aws-marketplace .
Highlights
- Enterprise-Ready AI, Built for Every Moment: Resolve customer inquiries across chat, email, voice, SMS, Slack, and more - with AI that's secure, scalable, and designed for enterprise scale.
- No-Code AI Agent Builder: Easily launch intelligent AI Agents for support, onboarding, returns, and more - without needing decision trees or developer time.
- Actionable Insights from Day One: Trained on your historical data, Forethought reveals trends, surfaces automation opportunities, and auto-generates content to power every customer interaction.
Details
Sold by
Delivery method
Deployed on AWS
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Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor, and additional usage. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. Usage-based pricing is in effect for overages or additional usage not covered in the contract. These charges are applied on top of the contract price. If you choose not to renew or replace your contract before the contract end date, access to your entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Forethought Suite | Forethought Suite including Discover, Solve, Triage, and Assist | $100,000.00 |
Dimension | Cost/unit |
|---|---|
Optional additional usage fees as agreed upon in MSA | $0.001 |
Vendor refund policy
All fees are non-cancellable and non-refundable except as required by law.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Forethought has a robust help center you can navigate here: https://support.forethought.ai/hc/en-us We also have a wonderfully dedicated team of customer success managers. As you can imagine, you can chat with us on our site because that's what we do. You can start here to find out how to contact us. https://support.forethought.ai/hc/en-us/articles/10668784998291-How-to-Contact-Forethought-Support support@forethought.ai
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
Updated weekly
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Omnichannel Communication Support
AI agents capable of handling interactions across chat, email, voice, SMS, Slack, and API-based use cases
No-Code Agent Configuration
Agent builder enabling deployment of AI agents for support, onboarding, returns, and billing workflows without requiring decision trees or developer resources
Real-Time Agent Assistance
AI copilot system providing human representatives with real-time content recommendations and suggested actions during customer interactions
Enterprise Security and Compliance
SOC 2, HIPAA, GDPR, and PCI compliance certifications with built-in PII redaction capabilities
Insights and Workflow Automation
Proactive insights engine trained on historical data to detect automation opportunities, identify gaps, and auto-generate content for customer interactions
AI-Powered Ticket Automation
Intelligent routing analyzes incoming customer issues and automatically assigns them to agents based on skill and load, with AI-powered automations that streamline workflows and eliminate redundant ticket actions.
Generative AI Assistant for Agents
Freddy Copilot provides guided assistance, productivity boosts, and streamlined collaboration features including auto-triage, article suggestion, canned response suggestion, and robo assist capabilities.
Advanced Analytics and Reporting
Proactive AI-driven insights, custom reports and dashboards, CSAT surveys with reports, and next-best-action suggestions enable data-backed decision making and support quality monitoring.
Self-Service Knowledge Management
Scalable knowledge base with multilingual support, approval workflows, versions control, and custom widgets for FAQ deflection, integrated with custom apps for tailored self-service experiences.
Ticket Management and Routing
Skill-based and round-robin routing options, multiple SLA and business hours configuration, SLA reminders and escalation rules, custom roles, and agent shift management for efficient ticket prioritization and resolution.
Multi-Channel Support
Support delivery across web, social, mobile, messaging, live chat, email, and voice channels
Unified Agent Workspace
Centralized workspace for managing and responding to customer interactions with complete customer context and access to 1,200+ pre-built integrations
AI-Powered Automation
Built-in AI-powered bots, routing, and workflows to automate repetitive tasks and optimize business processes
Knowledge Management
Knowledge management system for organizing and accessing customer service information
Real-Time Analytics and Reporting
Built-in analytics and real-time reporting capabilities for monitoring performance and business optimization
Standard contract
No
No
No
Customer reviews
Shivam Dhang
AI-powered triage has improved support efficiency and enables faster global ticket resolution
Reviewed on Feb 09, 2026
Review from a verified AWS customer
What is our primary use case?
Our main use case for Forethought is to enhance customer support efficiency by leveraging AI-driven automation for faster resolution, improved ticket triaging, and better knowledge management. As an IT service provider supporting a global customer base, Forethought helps us reduce response time, improve customer experience, and enable our support team to focus on more complex and high-value issues.
We use Forethought for automated ticket triage and intent detection. During a recent surge in cloud infra incidents, it correctly classified and routed tickets to the right resolver groups, reducing manual triage and significantly improving first response and resolution times.
What is most valuable?
Forethought's strengths lie in AI-driven ticket triage, intent classification, automated routing, along with Agent Assist for real-time recommendation. It integrates directly with our cloud and our service desks to reduce manual effort, improve SLA compliance, and scale support operations effectively.
The Agent Assist feature uses AI to analyze incoming tickets and agent activity in real-time and then suggests relevant responses, internal KB articles, resolutions, and next steps, which helps our engineers achieve faster ticket resolution. It helps our support team by reducing lookup time, increasing accuracy, and speeding up resolution, especially for complex cloud or infrastructure issues where content matters. It auto-suggests relevant KB content based on ticket context and helps us maintain consistent answers across global teams.
Forethought has positively impacted my organization by reducing initial ticket triage to AI-based intent detection and routing tickets appropriately, as well as improving first response and resolution time. It has helped maintain SLA compliance while scaling and increasing agent efficiency and consistency across global support teams.
What needs improvement?
Forethought could be improved with deeper customization of intent models and more granular control over confidence thresholds. Enhanced visibility into AI decision logic and tighter native integrations with enterprise ITSM tools would further strengthen its effectiveness.
Additional improvements would include finer control over AI confidence scoring, better handling of complex multi-issue tickets, and deeper native integration with enterprise ITSM and monitoring tools to further streamline end-to-end workflows.
A minor improvement would be faster module tuning for environment-specific use cases and more flexible admin-level controls.
For how long have I used the solution?
I have been using Forethought for two years.
What do I think about the stability of the solution?
Forethought is stable.
What do I think about the scalability of the solution?
Forethought is scalable. Currently, we are using it for just the support team, but we are planning to integrate it with our other teams as well. Forethought's scalability has been good so far.
How are customer service and support?
The customer support is good, and the technical team is knowledgeable with very good response times. However, response times are quite delayed sometimes for complex issues.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We did not use a different solution prior to Forethought. This was our first AI-based solution we procured.
How was the initial setup?
From the technical stakeholder perspective, pricing and licensing were handled by the procurement and sales team. From my side, setup effort was reasonable and onboarding was straightforward with minimal impact on existing support workflows.
What was our ROI?
While we do not track ROI directly in engineering, we have seen clear efficiency gains through reduced manual triage, faster response times, and improved SLA adherence, indicating a positive operational ROI without additional headcount.
Which other solutions did I evaluate?
We had a POC for a different vendor, but we did not formally evaluate other options before choosing Forethought. The POC with the other vendor did not reach completion.
What other advice do I have?
I would advise you to start with a clear, defined use case, such as whether you want to have ticket triage or Agent Assist. Also, ensure clean historical ticket data for training and integrate Forethought tightly with your ITSM workflow to maximize impact. I would rate this product an 8 out of 10.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Information Technology and Services
Outstanding Experience from Start to Finish
Reviewed on Dec 03, 2025
Review provided by G2
What do you like best about the product?
It was really easy to quantify the impact and ROI.
What do you dislike about the product?
Honestly nothing really comes to mind but I think it got better as we used it more.
What problems is the product solving and how is that benefiting you?
Automating customer support in our product and helping with customer discovery on our website.
Program Development
Intuitive Dashboard and Responsive Team Make a Difference
Reviewed on Nov 11, 2025
Review provided by G2
What do you like best about the product?
I really appreciate Forethought’s intuitive dashboard and the team’s willingness to listen to feedback and implement the best possible solutions.
What do you dislike about the product?
Sometimes, the response time for implementing changes feels a bit slow
What problems is the product solving and how is that benefiting you?
Forethought helps us analyze large volumes of chatbot data efficiently. I especially value the addition of user sentiment analysis and metric tracking on the button deflections.
Financial Services
Outstanding Support from POV and Implementation Teams
Reviewed on Nov 05, 2025
Review provided by G2
What do you like best about the product?
The assistance from the POV and Implementation Teams. They are terrific.
What do you dislike about the product?
It is a bit complicated, but I suspect the more we use it, the more comfortable we will be with it.
What problems is the product solving and how is that benefiting you?
Lack of manpower at a L1 level and too much context switching for our more senior subject matter experts looking at the flurry of simpler tickets coming in.
Giuliano D.
Solid AI tool that keeps improving fast
Reviewed on Nov 04, 2025
Review provided by G2
What do you like best about the product?
I love how Forethought speeds up support by really understanding user intent and automating key steps in the flow. It makes CX smoother, reduces manual work, and helps agents find the right answers faster. Plus, the team behind it is super hands-on and collaborative, you feel like they’re building the solution with you, not just selling it.
What do you dislike about the product?
Honestly, it’s pretty easy to use. The only thing I notice sometimes is a delay in when updated info gets reflected in the system. If the refresh time were faster, it’d feel even more seamless.
What problems is the product solving and how is that benefiting you?
Forethought is taking repetitive CX tasks off our plate and helping users solve things on their own faster. That frees up our team for more complex cases, improves accuracy, and gives customers a smoother experience end-to-end.