Forethought
Forethought.aiReviews from AWS customer
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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.
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.
From POC to implementation, it has been an amazing experience!
What do you like best about the product?
With Forethought, it has been so accurate with answering our customers and assisting them in self service.
What do you dislike about the product?
No downsides at this time, but it has only been a couple months since go live.
What problems is the product solving and how is that benefiting you?
Forethought is allowing us to create help pages that help our customers, as well as customers self serving information.
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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