Forethought
Forethought.aiExternal reviews
164 reviews
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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.
Forethought AI for Support
What do you like best about the product?
Forethought AI reduces contacts by answering the easy-to-automate contacts via email and also chat. AI allows for personalization and optimization. The team is also extremely helpful and quick to respond.
What do you dislike about the product?
Forethought takes some time setting up but once optimized it works really well. The metrics are helpful but I'm excited for their team to continue building new dashboards and additional analytics.
What problems is the product solving and how is that benefiting you?
Forethought reduces costs of support by automating basic responses to questions with machine learning. It allows support agents to use their skills on more difficult responses.
Not much to say besides that it’s fantastic!
What do you like best about the product?
How it improves services ability to work with customers rapidly and reference knowledge bases
What do you dislike about the product?
Learning curve is difficult and documentation needs a lot of work.
What problems is the product solving and how is that benefiting you?
Chatbot experience has improved for sept routing.
Making support job easy
What do you like best about the product?
On-the-spot recommendations on related topics.
What do you dislike about the product?
Sometimes the link on the past tickets is not copied.
What problems is the product solving and how is that benefiting you?
Easier reference from past tickets.
Comprehensive and agile
What do you like best about the product?
We are using Assist, Solve widget and Solve email, their AI works of course well and helps reduce both tickets opened to our support and the handling time, we also improved the ratio of tickets <> monthly active users
BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive.
BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive.
What do you dislike about the product?
The implementation took longer than expected, and there are still a few things that could be improved (more robust reporting, some tweaks on how you search and paste articles with Assist, not able to exclude non-English tickets from Solve email, etc).
What problems is the product solving and how is that benefiting you?
With Assist, our support team is able now with one click to see the most relevant articles, confluence pages, past Zendesk and Jira Tickets. One search also for all of those places. Solve widget gave us better flows per customer group and smarter article suggestions for self-service.
Forethought is very helpful in knowledge check and it facilitate working on the tickets.
What do you like best about the product?
The most useful part is you can keep your notes there. It also shows the same tickets.
What do you dislike about the product?
As of now, I don't find anything which is not helpful about Forethought.
What problems is the product solving and how is that benefiting you?
Forethought AI solves the issue of finding the correct information.
Forethought AI has been a great first step in our support infrastructure
What do you like best about the product?
I like that forethought is always learning and improving the results that are returned via the zendesk intergration. I also really like that it pulls from our knowledgebase as well as our past tickets. It's a great first avenue to use when looking for answers to customer queries.
What do you dislike about the product?
Sometimes the results are less than ideal for certain search queries. For example sometimes tickets won't be returned when I use the search function, even when the ticket contains word for word the text of my search query.
What problems is the product solving and how is that benefiting you?
Forethought AI allows me to scour multiple different sources of information at once. If a ticket contains information about mysql databases it will pull in relevant information from our documentation, internal docs, and past tickets.
Awesome tool to help level up your CS game!
What do you like best about the product?
search functionality on the workflow page
What do you dislike about the product?
Once you are making a workflow, when you click intent or action you can’t really go back easily
What problems is the product solving and how is that benefiting you?
Getting smarter about how we approach our support!
Its a great product, all you have to write is key word, all material to read would be available.
What do you like best about the product?
Speed and accuracy by which it works.
THis software is a time saver, all in our company love this product. I recommend this to simplify your life especially when you are in tech support
THis software is a time saver, all in our company love this product. I recommend this to simplify your life especially when you are in tech support
What do you dislike about the product?
Sometimes it misses a few relevant knowledge articles; all information is not visible sometimes. It should display all knowledge articles and ticket from past ticket database
What problems is the product solving and how is that benefiting you?
Time saving, previously, we had to type the document and hit on search; now, as soon as we start working on the ticket, we have all the relevant information in front of us.
Great tool
What do you like best about the product?
The bar is always available and it's easy to search for any resource. It's fast and it helps a lot when you have live contacts and you need to find a reference or documentation.
What do you dislike about the product?
Sometimes results are disorganized, you need to dig a bit to find what exactly you are looking for, probably a filter by date could be useful to have a more refined search.
What problems is the product solving and how is that benefiting you?
It's providing in a fast way all need to make my daily work easier, it's a very useful tool to provide an answer or an article reference to the clients and have a all in one hand solution.
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