Forethought
Forethought.aiReviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
163 reviews
from
External reviews are not included in the AWS star rating for the product.
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.
Useful and versatile tool
What do you like best about the product?
Forethought AI has been a great addition to our customer site because it allows us to reference multiple documentation sites for our customers.
What do you dislike about the product?
I want a better way to generate reports of how our customers utilize the Forethought AI services.
What problems is the product solving and how is that benefiting you?
Forethought AI is making it easier for both our customers and our support team to do one search and find information from multiple sites. They no longer need to go to different locations for information.
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.
Forethought Review
What do you like best about the product?
I appreciate the intuitive capture of Knowledge Base articles that align to key works used in the ticket. This helps speed up the process of linking help articles to tickets.
What do you dislike about the product?
I do wish the features were more directly integrated into the field box where I type in my responses to customers. Right now, the features are accessible in a side panel which breaks up my workflow and makes the features more cumbersome to access.
What problems is the product solving and how is that benefiting you?
I appreciate Forethoughts ability with predicting what resources may be helpful and allowing me to reduce the amount of time it takes for me to compose a response. This is especially useful during our busier seasons of the year when ticket volume increases.
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.
showing 31 - 40