Forethought
Forethought.aiReviews from AWS customer
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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.
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.
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