Forethought Suite
Forethought.aiReviews from AWS customer
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Powerful, Scalable Tool to Super Charge Customer Support Operations
What do you like best about the product?
UI is easy to use, navigate, and adopt with minimal training.
It integrates seamlessly with Zendesk over our chat, email, and help center channels.
Robust internal and end user features help agents find answers quicker and help end users solve their questions fast.
Great support - our CSM is amazing, helping us adopt the features and the support team is always responsive to our issues and questions.
They are incredibly agile - constantly introducing new features and updating existing ones.
It integrates seamlessly with Zendesk over our chat, email, and help center channels.
Robust internal and end user features help agents find answers quicker and help end users solve their questions fast.
Great support - our CSM is amazing, helping us adopt the features and the support team is always responsive to our issues and questions.
They are incredibly agile - constantly introducing new features and updating existing ones.
What do you dislike about the product?
The company moves quick, and is constantly updating features or releasing new ones, but as a result we do find that documentation can be either lacking or outdated for features.
We also tend to get better support directly from our CSM as opposed to utilizing the support channels.
We also tend to get better support directly from our CSM as opposed to utilizing the support channels.
What problems is the product solving and how is that benefiting you?
The primary problem Forethought solved was enabling us to scale support team operations by deflecting knowledge based tickets through chat bots. Over the course of the year, our investment in Forethought resulted in a 4x ROI. Meaning Forethought deflected roughly 4 FTEs worth of knowledge tickets over our chat channel. Our chat deflection rate is roughly 42%
We followed up with deploying knowledge retrieval over our email channel which deflects roughly 1 FTE worth of tickets a month. Our email deflection rate is roughly 19%.
We have recently begun utilizing the Discover feature which is an insights tool to tell you where your gaps in knowledge are and deflection workflows. Discover is awesome because it basically writes the drafts of knowledge article and workflows for you. All you have to do is edit and implement them, then track the success. Brilliant!
We believe by continuing to refine workflows over email and chat, we should be able to get our deflection rates over 50%. This enables our live agents to focus on the tickets that AI isn't yet able to solve - those that require more technical skill, backend configuration, or extended troubleshooting.
We followed up with deploying knowledge retrieval over our email channel which deflects roughly 1 FTE worth of tickets a month. Our email deflection rate is roughly 19%.
We have recently begun utilizing the Discover feature which is an insights tool to tell you where your gaps in knowledge are and deflection workflows. Discover is awesome because it basically writes the drafts of knowledge article and workflows for you. All you have to do is edit and implement them, then track the success. Brilliant!
We believe by continuing to refine workflows over email and chat, we should be able to get our deflection rates over 50%. This enables our live agents to focus on the tickets that AI isn't yet able to solve - those that require more technical skill, backend configuration, or extended troubleshooting.
Powerful
What do you like best about the product?
Forethought is a very powerful AI assistant that is helping us improve response times, deliver accurate resolutions to customers across our various channels. Although it's highly customizable, much of the out-of-the-box implementation works great as well and we started gaining valuable insights into the effectiveness of our static resources from day one. They're also releasing new features at an impressive rate and we're looking forward to implementing the new AI voice feature for our phone service.
What do you dislike about the product?
Product is still maturing, so there are occasionally aspects of the UI or implementation that are confusing or feel a little clunky. For someone who is already versed in utilizing AI for daily productivity, it's not always a straightforward line of thinking for how to best implement the tool. Forethought is transitioning from their Classic flows to Autoflows and it can be hard to know when to use one over the other.
What problems is the product solving and how is that benefiting you?
Forethought is helping us quickly deliver accurate responses to our agents and customers, 24/7. It's also helping improve our static resources by exposing content gaps and recommending improvements to the clarity of our articles. All of this results in happier customers and quantifiable ROI.
Computer programmer
What do you like best about the product?
When it is working, it works really well and deflects a lot of calls and chats
What do you dislike about the product?
Future support on forethought in general seems to take awhile. We had someone do the work from Forethought and now we don’t have much communication with him and are directed to support. Support then takes forever to fix or get us an answer because they don’t know our set up.
What problems is the product solving and how is that benefiting you?
Helps agent by deflecting them from talking to an agent. If the forethought bot can help them then it frees up more of our customer support reps.
Forethought Review
What do you like best about the product?
Forethought has been particularly useful to alleviate the support tickets that don't require the human touch. This has ultimately meant more time can be spent on the tickets that need our attention.
What do you dislike about the product?
It would be nice to have an all-encompassing method of setting up workflows for both email and chat at the same time, as opposed to doing so separately.
What problems is the product solving and how is that benefiting you?
As aforementioned, it takes tickets off our hands that are knowledge-based / have an existing answer, allowing us more time to tackle complicated issues.
Forethought AI: A Seamless, User-Friendly AI Solution That Boosts Productivity
What do you like best about the product?
Forethought AI has truly simplified our workflow with its user-friendly design. Our team found it incredibly easy to learn and start using, which meant we didn't lose valuable time with complicated training sessions. The implementation process was straightforward, fitting effortlessly into our current systems without any disruptions to our day-to-day tasks.
Their customer support team has been fantastic—responsive, knowledgeable, and always eager to help. Whenever we've had questions, they've quickly provided clear solutions, demonstrating that they genuinely care about their customers' experiences.
We rely on Forethought AI daily due to its extensive features, making it a key part of our operations. Its versatility has made our tasks easier and boosted our productivity significantly.
Integration was seamless and hassle-free, fitting perfectly with our existing tools and platforms. We appreciated how quickly and smoothly it became part of our usual processes.
Overall, Forethought AI has been an excellent addition to our toolkit that we use every day.
Their customer support team has been fantastic—responsive, knowledgeable, and always eager to help. Whenever we've had questions, they've quickly provided clear solutions, demonstrating that they genuinely care about their customers' experiences.
We rely on Forethought AI daily due to its extensive features, making it a key part of our operations. Its versatility has made our tasks easier and boosted our productivity significantly.
Integration was seamless and hassle-free, fitting perfectly with our existing tools and platforms. We appreciated how quickly and smoothly it became part of our usual processes.
Overall, Forethought AI has been an excellent addition to our toolkit that we use every day.
What do you dislike about the product?
Forethought AI delivers solid automation, but its pricing is a major downside. The pricing can make budgeting difficult, and the ROI may not always justify the expense
What problems is the product solving and how is that benefiting you?
Forethought AI is helping us automate and streamline customer support inquiries, significantly reducing response times and improving efficiency.
It is working fine and reducing the work stress for support.
What do you like best about the product?
What I like best about it is, it can learn on its own based on the prompts and responses it receives and further it make sure to response correctly. We also trying to implement knowledge articles.
What do you dislike about the product?
I do not dislike anything, but I would like if it does more work that AI is capable of.
What problems is the product solving and how is that benefiting you?
We implemented it on our website so we have filtered customer support requests. It solves the generic and simple questions of the learners and only redirect to support if it is something that actually requires human interaction. We plan to use salesforce for knowledge articles and integrate that with our chat bot so we can reduce more repeating and complex queries.
Phenomenal Team & Product
What do you like best about the product?
Product:
Really intuitive interface make it easy to work in daily, the auto flows feature is a a game changer compared to other AI solutions we looked at, the ability to design work flows in conversational language, leveraging API calls easily to connect products is so powerful and fun to use to create great experiences.
Team:
The support from their team through onboarding was fantastic, they took the tome to address our needs thoroughly and explain AI concepts to us. They took the time to listen to feature requests we had and connect us with product managers to learn more and always tried to accommodate our needs quickly which created a great impression from the start.
Really intuitive interface make it easy to work in daily, the auto flows feature is a a game changer compared to other AI solutions we looked at, the ability to design work flows in conversational language, leveraging API calls easily to connect products is so powerful and fun to use to create great experiences.
Team:
The support from their team through onboarding was fantastic, they took the tome to address our needs thoroughly and explain AI concepts to us. They took the time to listen to feature requests we had and connect us with product managers to learn more and always tried to accommodate our needs quickly which created a great impression from the start.
What do you dislike about the product?
I don't have any particular dislikes, the only thing I would like to see is all their features reaching full parity with each other, it's understandable that focuses shift on product development and while Solve Chat, Discover are amazing, other features are playing a bit of catch up to its same capabilities and customisability. Progress is being made quickly for sure so I'm looking forward to it all being where they envision it.
What problems is the product solving and how is that benefiting you?
Helping us provide customers and our internal teams alike the ability to get solutions through natural language conversations. We are seeing big returns on deflection from customers getting their answers fast and with good detail. Additionally, the insights Forethought provides on those chats is very easy to dive into and make the necessary changes you know will make a impact.
One side that wasn't immediately clear to us when we started implementation was leveraging it for our internal teams to talk to our documentation but as soon as we start using it, use cases came in thick and fast. We have seen a huge uptake of this, meaning less Slack channels being needed just to answer repetitive questions internally, better use of our internal KB's and faster resolution times on tickets.
One side that wasn't immediately clear to us when we started implementation was leveraging it for our internal teams to talk to our documentation but as soon as we start using it, use cases came in thick and fast. We have seen a huge uptake of this, meaning less Slack channels being needed just to answer repetitive questions internally, better use of our internal KB's and faster resolution times on tickets.
Knowledge maintenance made easy
What do you like best about the product?
The most helpful part about Forethought is the Discover module helping identify the knowledge gaps in our help-center.
What do you dislike about the product?
How split up the features are, alltogether they provide a great service but it adds up.
What problems is the product solving and how is that benefiting you?
Lack of staff to help maintain the knowledge center, inefficient sharing of information between CS agents. By analyzing customer complaints and the replies provided by agents, Forethought helps analyze the data and identify problems, allowing us to react and share information more proactively.
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.
Developer working on integrating AI into our Support pipeline
What do you like best about the product?
Very straight forward to use and robust API. Was able to integrate with Zendesk fairly easily and quickly.
What do you dislike about the product?
Documentation can be outlined and organized a bit better as everything is bunched into one page.
What problems is the product solving and how is that benefiting you?
Potential customer inquiry deflection and better self help resources.
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