AI-powered triage has improved support efficiency and enables faster global ticket resolution
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?
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?
Outstanding Experience from Start to Finish
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.
Intuitive Dashboard and Responsive Team Make a Difference
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.
Outstanding Support from POV and Implementation Teams
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.
Solid AI tool that keeps improving fast
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.
Gets the job done well
What do you like best about the product?
I really like the flexibility Forethought gives us to build our own custom actions. It’s been great to tailor workflows to our needs instead of being boxed into a one-size-fits-all solution. That customization has allowed us to automate more efficiently and adapt quickly as our processes evolve.
What do you dislike about the product?
Some of the reporting features feel limited. In particular, I’d like to dig deeper into why certain workflows—like pass-to-agent scenarios—aren’t as successful. More granular insights into failure points would help us continuously optimize.
What problems is the product solving and how is that benefiting you?
Forethought is helping us automate repetitive support tasks and streamline how customer inquiries are routed. By setting up custom actions, we can reduce manual work for our team and ensure customers get faster responses. It also improves consistency in handling common issues, freeing up our agents to focus on more complex problems. Overall, it’s increased efficiency, improved resolution times, and allowed our support team to scale without adding extra headcount.
A great customer success team to work with!
What do you like best about the product?
I see a lot of opportunity in both Solve and Assist products. I appreciate how the team worked to increase response time on Solve.
What do you dislike about the product?
speed of delivery for some long standing issues
What problems is the product solving and how is that benefiting you?
Increasing internal team efficiency with Assist, however we are yet to reap the benefits of this. The product is slow and hard to configure.
Very dedicated CSM team that will help you achieve your goals
What do you like best about the product?
UX: Among the other options, FT has proved to be the best one in terms of UX. Their usability, their dashboards, the workbuilder are the best!
What do you dislike about the product?
Perhaps they can keep working on the AI of the autoflows. It's like the conversational workflow builder could be enhanced.
(Seems they are working on it with Agentic AI new features)
What problems is the product solving and how is that benefiting you?
Deflection - High deflection rates with high CSAT scores
An AI product that truly helps
What do you like best about the product?
Forethought's chat widget is a valuable tool that allows our Customer Support team to proactively solve over 70% of inbound support cases. Our customers use it everyday. The integration implementation and process of improving the chat widget's accuracy is straight-forward.
What do you dislike about the product?
Analytics dashboards can be a bit messy and some of their native features only get you the partial functionality that you want to have. For instance, I bring data from Forethought into Airtable in order to test, implement, and track improvements over time in a scalable way.
What problems is the product solving and how is that benefiting you?
Our product is complex and it requires some in-depth understanding to use it well. This means that our customers run into a lot of bespoke issues. Our goal in using Forethought is to help as many customers as possible self serve their needs based on the information in our knowledge base. Our knowledge base represents basic setup steps, limitations, dependencies, and frequently asked questions. By scoping the Forethought widget to that foundation of knowledge, we are able to govern AI responses and improve our knowledge over time as we spot gaps when customers have poor interactions with the chat bot.
Wonderful Experience with Forethought
What do you like best about the product?
What I like best about Forethought is how it effortlessly streamlines our client support processes. The platform is extremely easy to use and intuitive, which makes daily operations smooth for our team. Its implementation was straightforward, allowing us to get up and running quickly without any major hurdles. Customer support has been responsive and helpful whenever we’ve had questions. We use Forethought frequently because it consistently delivers accurate and fast responses to client queries. The number of features is impressive, covering everything we need for automation, and its integration capabilities are seamless, connecting effortlessly with our existing systems. Overall, Forethought has become an indispensable tool for enhancing efficiency and improving the client experience.
What do you dislike about the product?
Honestly, there’s very little I dislike about Forethought. The main area for improvement would be responsiveness—I’d love to see it respond as quickly as some of the modern AI tools I’m familiar with. I understand this is likely coming in future updates, and it’s not a major issue right now, but it’s something I’m looking forward to seeing enhanced.
What problems is the product solving and how is that benefiting you?
Forethought solves the problem of repetitive client queries by automating responses, which saves our team a tremendous amount of time. Instead of spending hours on routine questions, we can focus on higher-priority tasks. This has made our workflows more efficient and allowed us to provide faster, more consistent support to our clients.
