Forethought Suite
Forethought.aiReviews from AWS customer
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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.
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.
Forethought has been a valuable tool for our business
What do you like best about the product?
It is easy to use. It helps us streamline our workflows and improve customer response times. The team is also always improving the tool.
What do you dislike about the product?
So far there isn't anything that has been disliked about it.
What problems is the product solving and how is that benefiting you?
It helps us understand what customers are really asking and improves our overall service in a scaleable way.
Forethought AI has greatly assisted with training as a new employee
What do you like best about the product?
I love the feature to include your own macros. I also use the search for past tickets in Zendesk quite often. As a new employee, both of these features have greatly helped me learn how to answer specific questions I do not know the answer to, along with creating my own macros with the correct answer for a later date.
What do you dislike about the product?
The search for relatable articles on a ticket in Zendesk usually does not suggest an article that has anything to do with the current issue the user is having or any information on the question they are asking.
What problems is the product solving and how is that benefiting you?
Forethought assists with saving an ample amount of time in researching and answering users' questions. Forethought has also helped with having solutions in one place and not needing to go searching through other tools to answer customers questions
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