Forethought
Forethought.aiReviews from AWS customer
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Flexibly Customizable with Top-Tier Assistance
What do you like best about the product?
We really like Forethought's flexibility to build highly customized workflows that suit our business needs. The initial setup was very easy, which we appreciated. We also value the specific features like Autoflows, knowledge coaching, and content snippets. They allow us to implement granular directions to achieve maximum impact.
What do you dislike about the product?
The web interface sometimes experiences latency and 'save' buttons occasionally don't work.
What problems is the product solving and how is that benefiting you?
Forethought helps resolve customer queries by directing them to relevant knowledge sources and providing troubleshooting steps. It also streamlines ticket handling for support engineers.
Most Capable Support-Focused AI with High-Quality Analytics and Impact Reporting
What do you like best about the product?
The most capable Support focused AI solution we have tried with high quality built in analytics and impact forecasting/reporting as well.
What do you dislike about the product?
No gaps or concerns so far. Our biggest priority is how can we roll out more suggestions from Forethought faster.
What problems is the product solving and how is that benefiting you?
Forethought drives our AI support chat experience with a much higher level of quality than its predecessor. It leverages our knowledge base to provide specific recommendations to customers and leverages prior case history to refine questions and trouble shooting actions. It also proactively suggests new articles / content we should create to prevent future case creation.
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)
(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.
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