Forethought Suite
Forethought.aiReviews from AWS customer
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Impressive is an understatement! Life changing enhacements
What do you like best about the product?
Forethought's solve AI is an incredible tool that enhances productivity and improves efficiency altogether.
The way that it can deflect incoming support requests without a human ever having to interact is incredible.
Their UX/UI is very appealing, which makes the learning curve much smaller.
The Forethought team was extremely helpful and very knowledgeable.
The recommended article generation add-on was a must for our team, and I don't know where we'd be without it.
The way that it can deflect incoming support requests without a human ever having to interact is incredible.
Their UX/UI is very appealing, which makes the learning curve much smaller.
The Forethought team was extremely helpful and very knowledgeable.
The recommended article generation add-on was a must for our team, and I don't know where we'd be without it.
What do you dislike about the product?
Right now, the only downside I would say is the cost per deflection model, but this isn't to say I don't understand why that is in place.
What problems is the product solving and how is that benefiting you?
Leveraging our help centre in ways that is often times difficult for the support agents to manually do themselves.
This saves our support team a lot of time, and allows them to focus on more detailed investigations.
Our Help Centre also needed updating, and the article generation essentially fast-tracked that project.
This saves our support team a lot of time, and allows them to focus on more detailed investigations.
Our Help Centre also needed updating, and the article generation essentially fast-tracked that project.
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.
Proven to be the best technology in customer support AI
What do you like best about the product?
Best AI model proven time and time again in head to head comparisons vs. other vendors in the space. This results in the best metrics - Deflection Rate, CSAT etc.
Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff!
Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff!
What do you dislike about the product?
Looking forward to Forethought adding more integrations, and maybe voice channel capabilities.
What problems is the product solving and how is that benefiting you?
The impact of a better deflection rate while still raising CSAT is undeniable. Especially when ticket volume is rising, it can help make the most of the team headcount.
Forethought Assist user
What do you like best about the product?
I use forethought assist as a support agent. I think its great that its learning as I am working to try to learn what the best responses would be.
What do you dislike about the product?
I've been using the assist widget for about a year and the recommendations are getting better but don't seem to be helpful yet.
What problems is the product solving and how is that benefiting you?
I think it could be saving time when it has enough knowledge to predict the right canned responses for support tickets.
Impressive Product and Exciting possibilities
What do you like best about the product?
Great product that really seems to understand how to bring value to Support Teams. The different products all fit different needs and do so in creative and exciting ways
What do you dislike about the product?
Not much to dislike. Any concerns I had were explained and/or already on the roadmap to be part of the Product in the future. The pricepoint (as justifiable as it is) is the only dislike I could state, but as I mentioned, it is clear to see why it is priced as it is.
What problems is the product solving and how is that benefiting you?
Ticket deflection, improving agent handle times, and identifying gaps in our knowledge base are the most exciting features. All of this helps our agents focus on what is important compared to the extra noise.
Super Useful and Intuitive!
What do you like best about the product?
Intuitive AI that guides my customer support process and helps make my job a lot easier!
What do you dislike about the product?
There are no downsides and nothing that I dislike.
What problems is the product solving and how is that benefiting you?
Forethought brings relevant resources to my fingertips so that I don't need to go hunting for them. It makes my response time faster and more accurate.
Very good tool to use when handling lots of cases daily
What do you like best about the product?
It's very handy, you can really quick access similar cases from the widget based on the AI functionality, you can also integrate it with Jira and Knowledge articles so it will pull information from them as well if necessary.
What do you dislike about the product?
Case records are opened in a new window, would have prefered if they would open in the same window but in another tab, as in native Salesforce functionality for opening records.
What problems is the product solving and how is that benefiting you?
It reduces the time needed for researching a case by providing a list of most similar cases, knowledge articles and jira tickets, all at one click away. Now we spend less time looking for similar past cases or issues
The AI platform works amazingly well with our support ticket software.
What do you like best about the product?
Forethought learns the platform over time thereby providing meaningful insights and suggestions to users on any queries or concerns they receive from customers. The platform is also helpful in the collation of all our available knowledge base materials and historical ticket data into the AI system providing great support in resolving issues.
What do you dislike about the product?
It is required to use the platform regularly and also takes time to learn the product before the AI can help automate and optimize the whole customer support lifecycle.
What problems is the product solving and how is that benefiting you?
Our organization has a lot of data repositories where we store our knowledge materials and it consumes a lot of time just by finding the right resources that we might need. With this solution, it will automatically look for the right information for us and also show us a list of useful information which makes knowledge materials easily ready and accessible translating to great customer interaction.
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