Forethought
Forethought.aiExternal reviews
164 reviews
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A Powerful Customer Support Tool
What do you like best about the product?
It is a straightforward and it is easy to begin seeing your ROI right out of the gates. They seem to be the only AI company that focuses on how to help agents self-serve as well as customers.
**Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought.
**Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought.
What do you dislike about the product?
**Updated**:
Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution.
Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution.
What problems is the product solving and how is that benefiting you?
We use Forethought to help address several aspects of our support:
1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers.
2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members.
3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers.
4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve.
5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team.
1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers.
2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members.
3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers.
4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve.
5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team.
Great resource for quick email response
What do you like best about the product?
Auto complete and links to related cases, support articles and template responses
What do you dislike about the product?
It might not pull the most accurate data or embedded links can be broken
What problems is the product solving and how is that benefiting you?
Auto completes with most used responses
Quick access to links and possibilty to add them to the email
Template emails
Quick access to links and possibilty to add them to the email
Template emails
A great solution to empower your community to self-serve
What do you like best about the product?
Their customer success is super helpful in getting the most out of the product. I love that it's customizable to our liking with their partnership. The algorithm learns and grows with our business, which helps us to refine our experience continually.
What do you dislike about the product?
There are limitations around the integrations with Freshdesk, our CRM software. We would love to take advantage of some handy features, but it's unclear when they will be available to us. There are also some limitations to the reporting and data; I wish there were more granular insights that we could access on our own.
What problems is the product solving and how is that benefiting you?
Forethought has helped us to mitigate our ticket volume by almost 20% since implementation. We are a very lean team, so it's been integral to helping us better support our community. Forethought's chat bot helps our community to self-solve when possible.
Helped with us manage a new product.
What do you like best about the product?
Forethought helped us manage our new product community solar, and the community solar calculator they build for us was very helpful.
What do you dislike about the product?
I wish we could have kept our account manager Dan. We miss him!
What problems is the product solving and how is that benefiting you?
It helped us calculate our community solar customer's savings.
Forethought AI is such a great help!
What do you like best about the product?
It provides helpful information and recommendations to gather meaningful resources that will help you cope with your work and do your job well.
What do you dislike about the product?
I don't have anything to dislike about Forethought AI as it was a great help, especially when searching for the answers and guidance to the current concerns at hand.
What problems is the product solving and how is that benefiting you?
It solves problems by giving solutions and recommendations.
Forethought has been working to improve the experience with AI.
What do you like best about the product?
The Forethought team is very responsive to questions and problems. Dan was great to work with.
What do you dislike about the product?
The Forethought application was prone to errors when we first started using it. They have worked hard to fix the errors. Please continue to improve the experience.
What problems is the product solving and how is that benefiting you?
Forethought is anticipating what the answers are to questions that our customers ask. Sometimes the customers ask questions that use different words than our documentation uses, so the hope is that the AI would learn what the answers are to those words that our customers are using and provide the right solution.
Use for work, saves me decent amount of time
What do you like best about the product?
For the particular reasons we use it at my workplace, this comes in handy, so I don't have to search through a bunch of windows for templates.
What do you dislike about the product?
There is the occasional bug that makes it impossible to use the app and sometimes I get logged out.
What problems is the product solving and how is that benefiting you?
Saves time and keeps me from getting overwhelmed by having several unnecessary windows open
Amazing and wonderful to work with
What do you like best about the product?
It's very useful to grab the knowledge and is easy to search the articles and confluence pages. Also, very helpful in saving time.
What do you dislike about the product?
Nothing as of now. Everything is perfect, but sometimes software behaves wonky and that needs to be taken care. Rest everything is good.
What problems is the product solving and how is that benefiting you?
The articles and confluence pages are very helpful. Also, if we don't know any answer that is asked by our coaches and if we search for related tickets, we can find them on the Forethought which is amazing and very helpful in saving time. I would highly recommend Forethought if they really want to save time and need help at their workplace.
Definite Game-changer!
What do you like best about the product?
Our organization has been using Forethought's triage model for about a year, now, and we are thrilled with the results. Previously, the volume of incoming cases was so great that we had a designated role just for triaging work. Thanks to Forethought, we have automated the triage process almost completely, and in doing so eliminated the need for the designated role. Better yet, our Forethought team are extremely helpful and attentive, and an absolute pleasure to work with!
What do you dislike about the product?
Nothing stands out to me. Very happy with our partnership with Forethought so far.
What problems is the product solving and how is that benefiting you?
Forethought is helping us triage work automatically, eliminating the need for manual review. We have also worked with Forethought to develop AI that identifies "quick win" cases and bump these to the top of our queue. The result is improved turn-around time for and satisfaction ratings from our clients.
Great for delivering resolutions to our customers!
What do you like best about the product?
I like the level of customization we have for Forethought. The features they have make the tool easy and user-friendly. I can add forms, and buttons and collect important customer information before a chat or ticket is created. Also, the Assist anywhere feature to search macros, articles, and websites all at the same time is an efficiency game changer for our agents.
What do you dislike about the product?
We are using Forethought because we don't have a zendesk engineer to help with all the API connections and overall engineering work that is needed, we get that from Forethought. If we had that person we may not use Forethought.
What problems is the product solving and how is that benefiting you?
Cuts down on the number of tickets and chats sent to our team, leaving us with a manageable volume to a smaller team. Efficiency gains on SLA's from assist anywhere. We have lots of articles and tools for agents to search in, having a all in 1 search is phenomenal.
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