Forethought
Forethought.aiExternal reviews
164 reviews
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Forethought has significantly improved the support we provide
What do you like best about the product?
We love that Forethought allows us to provide support 24/7 and handles easier tickets so that our human agents can focus more of their time on bigger issues.
What do you dislike about the product?
The implementation/onboarding took a long time. I wish we would've had a week of onboarding rather than meeting once per week for 2 months.
What problems is the product solving and how is that benefiting you?
Forethought replies to the customer super quickly, which allows us to always be available for support. Forethought also improves our reply time by getting to the customer quicker and allows us human agents more time to troubleshoot with customers who need more assistance. It's also helped us to keep our Knowledge Base up-to-date
Smart, Reliable, and Easy to Use
What do you like best about the product?
Forethought gives us valuable insights into the common questions our clients ask and helps us build out flows that make it easier to achieve higher deflection rates. The addition of Agentic Assist has also improved our agents’ ability to quickly find helpful information and how-to’s for solving more complex tickets, removing roadblocks and boosting efficiency.
What do you dislike about the product?
Custom reporting would be a real game-changer for us! Having the ability to tailor the data we pull would give us deeper insights into how our agents are using Assist and how clients are engaging with Solve Chat and Solve Email.
What problems is the product solving and how is that benefiting you?
Forethought helps us reduce ticket volume by deflecting common questions through Solve Chat and Solve Email, which means our support team can focus more on complex, higher-touch issues. It also gives us insights into what clients are asking most often, so we can improve our self-service options and identify gaps in our help content. Agentic Assist makes it easier for agents to find accurate information quickly, which speeds up response times and improves resolution quality. Overall, it’s helping us work more efficiently, eliminate roadblocks, and deliver a better experience for both our agents and our clients.
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.
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.
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.
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.
Always Ready to Solve our Questions
What do you like best about the product?
Forethought AI's representatives genuinely care about solving our questions and problems. They take the time to understand the needs of our business and put those requests into action. We are often impressed with the features available after a bit of training!
What do you dislike about the product?
Sometimes we have noticied the interface lacking in self-serve tools. Places that feel like they should be possible to export for more efficient review are too manual at the end of the day.
What problems is the product solving and how is that benefiting you?
Implementing the chatbot has allowed us to better serve our customers by providing on-the-spot answers to questions that are frequently asked. Some questions can be daunting to find on your own in a vast help center, but the chatbot retrieves that knowledge effortlessly.
Utilizing Forethought for our end user support team AI initiatives
What do you like best about the product?
Overall I find the workflowbuilder easy to navigate. Now that I have a handle of the different dashboards/reports being able to find data for internal reporting is now quite seamless and easy.
I appreciate the work the forethought team to add some QOL features for our reporting (ability to pull info based on custom date ranges and export data via excel files, etc...)
It's also easy for our end user support team to enable new clients with the tool in client sites. We are quite clear now on the workflows and they are easy to manage and navigate
Forethought AI and its team has worked quite hard to incorporate new features for our unique needs (mult-org setups & ability to customize experiences across 200+ clients).
I appreciate the work the forethought team to add some QOL features for our reporting (ability to pull info based on custom date ranges and export data via excel files, etc...)
It's also easy for our end user support team to enable new clients with the tool in client sites. We are quite clear now on the workflows and they are easy to manage and navigate
Forethought AI and its team has worked quite hard to incorporate new features for our unique needs (mult-org setups & ability to customize experiences across 200+ clients).
What do you dislike about the product?
Its gotten more difficult to get some items we need addressed in a timely fashion (getting some projects completed & waiting on insights from Forethought). I believe the Forethought team is very busy including the implementation/technical leads we have been working with in the past so we have run into some roadblocks getting some projects actioned & completed.
There are still some ambiguities in the data sets we get in terms of we have several different reports (dashboard/chat widget insights / article insights) that are separate reports and understanding what data sets they are pulling from / why they are separate reports.
There are still some ambiguities in the data sets we get in terms of we have several different reports (dashboard/chat widget insights / article insights) that are separate reports and understanding what data sets they are pulling from / why they are separate reports.
What problems is the product solving and how is that benefiting you?
we deal with a variety of clients in different segments (corporate / higher-ed / k-12) we see very high volume of requests that are specific to customer workflows (enrollment issues / student finances / login problems). Forethought AI enables us to create self-service buttons & automations to address these top call drivers for high-volume clients. This enables users to find answers quickly without needing to connect with our end user call center agents.
We also have the ability to incorporate both of these workflows into a seamless experience.
Finally, it enables us to put our community how-to guides & articles in front of users based on their queries at a high accuracy rate.
We also have the ability to incorporate both of these workflows into a seamless experience.
Finally, it enables us to put our community how-to guides & articles in front of users based on their queries at a high accuracy rate.
Forethought is a great tool for any support team
What do you like best about the product?
Forethought has been great in helping our customers be more self serving, and ensuring our team can focus on the really complex issues that come up. Once we've set up the main workflows, we didn’t have to think about it as much and let it do it’s thing. It has also become part of our launches as we ensure to build out workflows tied to new features or changes.
The team is incredibly helpful and supportive, and always sharing insightful ideas and information.
The team is incredibly helpful and supportive, and always sharing insightful ideas and information.
What do you dislike about the product?
Building out workflows can take time and isn't always high on the priority list, so if we had more time to build out all possible scenarios and workflows, it would be even more effective.
What problems is the product solving and how is that benefiting you?
We get a lot of inquiries from customers who ask us to update account configurations - things that our customers have the ability to do. Forethought is helping us encourage those customers to turn to our resources and guides that help them complete the task they need done.
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