Forethought provided an increase in productivity and customer satisfaction.
What do you like best about the product?
Once the Chatbot was onfigured, it provided a 70% deflection rate on common questions. The deflection rate allowed my agents to focus on more complicated cutomer inquiries improving CSAT with reduced wait times. Agent productity increased with the the plugin to our CRM and the assistance it provided.
What do you dislike about the product?
The Chatbot took a little more tim to setup than I would have prefered. I would have liked the dashboard to be a little more customizable.
What problems is the product solving and how is that benefiting you?
Forethought is providing customers the quick answers they need. The quick answers prevents frustration from having to wait in a queue to get an answer. Further, the reduced amoutn of work in queue allows customers with more complicated issues faster repsonse times.