Forethought Suite
Forethought.aiReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
157 reviews
from
External reviews are not included in the AWS star rating for the product.
Amazing tool for scaling teams and companies
What do you like best about the product?
Successful ticket deflection in Zendesk, saving resources to both team and company, cutting the response time for customers.
What do you dislike about the product?
Agatha can reduce the support team headcount.
What problems is the product solving and how is that benefiting you?
Deflecting repetitive how-to questions to save resources for the team on more productive tasks is the top challenge.
The benefits start with a responsive, proactive team behind Agatha.
Then, it's the customization of the tool to make it speak like the product.
Finally, the successful ticket deflection using Agatha's AI with a transparent dashboard brings much value to us.
The benefits start with a responsive, proactive team behind Agatha.
Then, it's the customization of the tool to make it speak like the product.
Finally, the successful ticket deflection using Agatha's AI with a transparent dashboard brings much value to us.
Great for handling common inquiries
What do you like best about the product?
Agatha has done an awesome job of helping us automate responses to common questions we get as a technical support team. In some cases, it has been able to get complete answers out immediately for fast, single-response resolutions. In other cases, it has helped to get information out to our customers to give them a direction and some possibilities while our agents work on a more complete solution. The Forethought team has also been fantastic at helping us adapt Agatha to our environment so that the product works with our workflows rather than us having to rearrange our existing processes to work with Agatha.
What do you dislike about the product?
The reporting available as an admin is pretty minimal. I can see some general statistics about how many responses Agatha has sent out and the CSAT score associated with them, but there's no ability to dive into this information in more detail. The Forethought team has been great about getting me the data when I ask for it, but it would be much more convenient to have a more robust dashboard or other reporting capability to gather that information.
What problems is the product solving and how is that benefiting you?
Agatha is helping us reduce our first response time to customers, reducing the number of tickets that need agent interaction, and providing recommendations about technical issues to our non-technical teams for cases where customers have technical questions intertwined with sales requests.
Research Wizard!
What do you like best about the product?
I really like that Agatha is able to pull keywords from a ticket and pull up similar tickets that I've worked on and other tickets that have received positive reviews. It's helpful to get a few examples of useful tickets and to help guide, or even use, in response to a ticket. When we constantly switch from topic to topic, it can also be helpful to guide us one anticipating what topic the customer may be reaching out about too but reviewing the keywords and pulling up some confluence pages that may apply as well.
What do you dislike about the product?
Agatha by Forethought text to type is still slower than my actual type speed. That means sometimes I have to wait for the anticipated text to appear before I can take advantage of the feature.
What problems is the product solving and how is that benefiting you?
I have been able to expedite my response time on FAQ's that appear. Also, I'm able to save a lot of time looking for helpful articles and tickets that are already generated. I also reallllly like the benefit of notes and quickly pulling numbers while on a call with someone. While working remote, I don't have a desk set up so this serves as a quick sticky note for anything I would leave around my computer!
Amazing Product
What do you like best about the product?
Forethought enables the ability to have customers self serve via our help center instead of driving volume to our Support team.
What do you dislike about the product?
I would like to see a better connection with Zendesk for optimizing FAQ articles
What problems is the product solving and how is that benefiting you?
Lowering customer support volume
Increasing CSAT
Increasing agent workflow
Increasing CSAT
Increasing agent workflow
Amazing application with a great team behind it!
What do you like best about the product?
I really love the support that we are receiving, but aside from that, their "Assist" app has given so much value to our frontline team, that we could never imagine working without it ever again.
What do you dislike about the product?
Nothing to dislike, at all. Everything has been smooth.
What problems is the product solving and how is that benefiting you?
1. Agent response time
2. agent onboarding experience
3. ticket deflection
These three things are critical for a scaling business,and we couldn't have done it without them. Plugging into different data sources to get the right answer makes forethought a platform far superior to any other chatbot.
2. agent onboarding experience
3. ticket deflection
These three things are critical for a scaling business,and we couldn't have done it without them. Plugging into different data sources to get the right answer makes forethought a platform far superior to any other chatbot.
Recommendations to others considering the product:
Reach out and ask for help - they are always willing to find a way!
Great Service - Promising Product!
What do you like best about the product?
The team! They have been able to work with us to make sure their product works with our systems. They are very accessible and communicative. They have demonstrated that they won't let us settle for an experience that is less than 100%.
What do you dislike about the product?
A more detailed admin dashboard. The Forethought/Agatha team has pulled some great reports for us that show how it's being used by our team. I would love to have access to a more detailed dashboard to pull those same reports on my own. I bet (hope) this is coming as the team is still rolling out new features.
What problems is the product solving and how is that benefiting you?
Our service reps are able to find help articles faster through Assist integrated into Zendesk. This helps them save time on each interaction and reduces the risk that they consult an incorrect resource.
Forethought SOLVE
What do you like best about the product?
SOLVE has changed how my company has approached self-service support options. With the integration of SOLVE into our product, we have been able to enable end users to search help documentation in order to provide them with the experience of attempting to resolve issues on their own before contacting a live agent. We have gotten some amazing and positive feedback from clients who have been utilizing this feature and cannot wait to roll it out to more!
What do you dislike about the product?
Accruacy of the tool's article suggestions are sometimes lacking, however, have remained quite consistent over the last few months.
What problems is the product solving and how is that benefiting you?
Forethought's SOLVE product is helping us provide support articles to end users when they need it most. By integrating this product into our own, the tool has been able to give users documentation that is relevant to the issues that they are experiencing. As a result, users have direct access to instructions on how to resolve their questions and can even reach live support agents directly from within our product, thus preventing them from having to do any research in a new browser tab or window.
showing 151 - 157