Forethought Suite
Forethought.aiReviews from AWS customer
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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.
Forethought AI in Customer Support
What do you like best about the product?
Forethought has been incredibly easy to integrate into our workflows. Once the process got started, the turnaround time was impressively quick, and the platform itself is very intuitive to use. It’s clear the solution is built with user-friendliness in mind, making adoption seamless and efficient.
What do you dislike about the product?
There’s very little to dislike. The only challenge was an initial delay in the implementation, which could have been avoided with a clearer, mutually agreed timeline for transitioning from Sales to Integration. Once that was aligned, everything progressed quickly and without issues.
What problems is the product solving and how is that benefiting you?
Forethought is helping us bring AI into our operations in a meaningful way by improving our case triaging process. One of the biggest wins has been its ability to automatically identify and remove waste, such as spam cases, before they ever reach our agents. This not only saves time but ensures our team is focusing on real, high-value work. In just the first week of use, Forethought automatically filtered out over 800 spam cases, a massive efficiency boost right out of the gate.
Powerful product backed by a great team
What do you like best about the product?
Forethought is a really powerful tool that we're using across live chat, email and web tickets. We've been able to build a broad range of workflows to suit our needs, from basic 1 response answers all the way up to complex multi-pathway workflows.
The natural language processing was the best out of the solutions we tested, understanding our users intents really well and routing correctly.
The maintenance of the tool is relatively easy and quick - with a lot of available data to help you refine over time.
The team at Forethought have been great partners, working really well with us to resolve issues quickly. They are invested in our success as much as we are, which is a huge plus.
Implementation can be as simple, or complex, as you want. It does depend on your current tech stack, but implementing with Zendesk offers a wide range of features.
The natural language processing was the best out of the solutions we tested, understanding our users intents really well and routing correctly.
The maintenance of the tool is relatively easy and quick - with a lot of available data to help you refine over time.
The team at Forethought have been great partners, working really well with us to resolve issues quickly. They are invested in our success as much as we are, which is a huge plus.
Implementation can be as simple, or complex, as you want. It does depend on your current tech stack, but implementing with Zendesk offers a wide range of features.
What do you dislike about the product?
There is a lot of data within the insights which is great, but at times it can be difficult to distill down in to actionable insights.
The knowledge gap suggestions are useful, but at times encompass too much which means they aren't so useful.
The knowledge gap suggestions are useful, but at times encompass too much which means they aren't so useful.
What problems is the product solving and how is that benefiting you?
Forethought has allowed us to deploy AI automation across all our contact channels seamlessly, giving our users AI resolutions regardless of how they want to contact us. This has allowed to be more efficient with our humans and provide a great level of service to our customers.
Fast to Launch, Easy to Scale
What do you like best about the product?
What I like most about Forethought is how involved their team was every step of the way. We needed a custom integration between our live chat and the bot so we could bring in agents at the right time without breaking the flow.
They worked with us directly, helped build the logic, and made sure everything felt seamless. The AI actually worked. It surfaced the right content, deflected a huge chunk of tickets, and gave our agents room to breathe. The entire rollout felt intentional and collaborative from start to finish.
They worked with us directly, helped build the logic, and made sure everything felt seamless. The AI actually worked. It surfaced the right content, deflected a huge chunk of tickets, and gave our agents room to breathe. The entire rollout felt intentional and collaborative from start to finish.
What do you dislike about the product?
Honestly, there wasn’t much I disliked. Like any AI tool, it took some hands-on effort to train and maintain, especially as our business evolved. We had to stay close to the data and refine intents over time. But that was expected, and the Forethought team was there to support us whenever we needed it.
What problems is the product solving and how is that benefiting you?
Forethought helped us solve several major support problems at once. Before the rollout, our agents were buried in tickets, our help center wasn’t driving deflection, and we had no smart way to guide users to answers or escalate to the right support channel.
With Forethought, we automated high-volume workflows, surfaced the right help articles through the AI bot, and introduced smarter routing for live chat.
It reduced pressure on our agents, sped up resolution times, and made the overall experience way smoother for customers. We saw a big lift in self-service and were able to focus our team on the issues that really needed a human touch.
With Forethought, we automated high-volume workflows, surfaced the right help articles through the AI bot, and introduced smarter routing for live chat.
It reduced pressure on our agents, sped up resolution times, and made the overall experience way smoother for customers. We saw a big lift in self-service and were able to focus our team on the issues that really needed a human touch.
Hugely Beneficial for Deflection! Most Important Cases routed to Agents
What do you like best about the product?
Our team has seen huge benefits with case deflection - we are able to get the cases to our human agents that truly require human intervention. We continuously see updates and new features being created that we need.
What do you dislike about the product?
Implementation and successful deflection requires a dedicated super user(s) - can be a set it and forget it once initial implementation is complete, but the power of the platform wouldn't be fully realized.
What problems is the product solving and how is that benefiting you?
Chatbox automation and case deflection
Flows to pull answers via knowledge bases
Email triage
Spam Detection
Flows to pull answers via knowledge bases
Email triage
Spam Detection
Forethought has significantly improved the support we provide
What do you like best about the product?
We love that Forethought allows us to provide support 24/7 and handles easier tickets so that our human agents can focus more of their time on bigger issues.
What do you dislike about the product?
The implementation/onboarding took a long time. I wish we would've had a week of onboarding rather than meeting once per week for 2 months.
What problems is the product solving and how is that benefiting you?
Forethought replies to the customer super quickly, which allows us to always be available for support. Forethought also improves our reply time by getting to the customer quicker and allows us human agents more time to troubleshoot with customers who need more assistance. It's also helped us to keep our Knowledge Base up-to-date
Smart, Reliable, and Easy to Use
What do you like best about the product?
Forethought gives us valuable insights into the common questions our clients ask and helps us build out flows that make it easier to achieve higher deflection rates. The addition of Agentic Assist has also improved our agents’ ability to quickly find helpful information and how-to’s for solving more complex tickets, removing roadblocks and boosting efficiency.
What do you dislike about the product?
Custom reporting would be a real game-changer for us! Having the ability to tailor the data we pull would give us deeper insights into how our agents are using Assist and how clients are engaging with Solve Chat and Solve Email.
What problems is the product solving and how is that benefiting you?
Forethought helps us reduce ticket volume by deflecting common questions through Solve Chat and Solve Email, which means our support team can focus more on complex, higher-touch issues. It also gives us insights into what clients are asking most often, so we can improve our self-service options and identify gaps in our help content. Agentic Assist makes it easier for agents to find accurate information quickly, which speeds up response times and improves resolution quality. Overall, it’s helping us work more efficiently, eliminate roadblocks, and deliver a better experience for both our agents and our clients.
Forethought has changed the way we provide support
What do you like best about the product?
Forethought is always innovating and improving their product. The AI space is evolving faster than many providers can keep up. I have been happy with my Forethought investment because products are continuously evolving and improving.
What do you dislike about the product?
I wish they had better solutions for internal knowledge deflection. The products are so good at deflecting customer questions, that an internally focused tool would help me achieve scale faster. There are ways to make this work, but knowledge has many audiences.
What problems is the product solving and how is that benefiting you?
Lowering cost to serve on Support, and providing self service help to our customers 24/7.
Powerful, Scalable Tool to Super Charge Customer Support Operations
What do you like best about the product?
UI is easy to use, navigate, and adopt with minimal training.
It integrates seamlessly with Zendesk over our chat, email, and help center channels.
Robust internal and end user features help agents find answers quicker and help end users solve their questions fast.
Great support - our CSM is amazing, helping us adopt the features and the support team is always responsive to our issues and questions.
They are incredibly agile - constantly introducing new features and updating existing ones.
It integrates seamlessly with Zendesk over our chat, email, and help center channels.
Robust internal and end user features help agents find answers quicker and help end users solve their questions fast.
Great support - our CSM is amazing, helping us adopt the features and the support team is always responsive to our issues and questions.
They are incredibly agile - constantly introducing new features and updating existing ones.
What do you dislike about the product?
The company moves quick, and is constantly updating features or releasing new ones, but as a result we do find that documentation can be either lacking or outdated for features.
We also tend to get better support directly from our CSM as opposed to utilizing the support channels.
We also tend to get better support directly from our CSM as opposed to utilizing the support channels.
What problems is the product solving and how is that benefiting you?
The primary problem Forethought solved was enabling us to scale support team operations by deflecting knowledge based tickets through chat bots. Over the course of the year, our investment in Forethought resulted in a 4x ROI. Meaning Forethought deflected roughly 4 FTEs worth of knowledge tickets over our chat channel. Our chat deflection rate is roughly 42%
We followed up with deploying knowledge retrieval over our email channel which deflects roughly 1 FTE worth of tickets a month. Our email deflection rate is roughly 19%.
We have recently begun utilizing the Discover feature which is an insights tool to tell you where your gaps in knowledge are and deflection workflows. Discover is awesome because it basically writes the drafts of knowledge article and workflows for you. All you have to do is edit and implement them, then track the success. Brilliant!
We believe by continuing to refine workflows over email and chat, we should be able to get our deflection rates over 50%. This enables our live agents to focus on the tickets that AI isn't yet able to solve - those that require more technical skill, backend configuration, or extended troubleshooting.
We followed up with deploying knowledge retrieval over our email channel which deflects roughly 1 FTE worth of tickets a month. Our email deflection rate is roughly 19%.
We have recently begun utilizing the Discover feature which is an insights tool to tell you where your gaps in knowledge are and deflection workflows. Discover is awesome because it basically writes the drafts of knowledge article and workflows for you. All you have to do is edit and implement them, then track the success. Brilliant!
We believe by continuing to refine workflows over email and chat, we should be able to get our deflection rates over 50%. This enables our live agents to focus on the tickets that AI isn't yet able to solve - those that require more technical skill, backend configuration, or extended troubleshooting.
Powerful
What do you like best about the product?
Forethought is a very powerful AI assistant that is helping us improve response times, deliver accurate resolutions to customers across our various channels. Although it's highly customizable, much of the out-of-the-box implementation works great as well and we started gaining valuable insights into the effectiveness of our static resources from day one. They're also releasing new features at an impressive rate and we're looking forward to implementing the new AI voice feature for our phone service.
What do you dislike about the product?
Product is still maturing, so there are occasionally aspects of the UI or implementation that are confusing or feel a little clunky. For someone who is already versed in utilizing AI for daily productivity, it's not always a straightforward line of thinking for how to best implement the tool. Forethought is transitioning from their Classic flows to Autoflows and it can be hard to know when to use one over the other.
What problems is the product solving and how is that benefiting you?
Forethought is helping us quickly deliver accurate responses to our agents and customers, 24/7. It's also helping improve our static resources by exposing content gaps and recommending improvements to the clarity of our articles. All of this results in happier customers and quantifiable ROI.
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