Forethought
Forethought.aiReviews from AWS customer
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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
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!
Dedicated, hardworking earn your business and trust staff!
What do you like best about the product?
I like that managing AI workflows in multiple languages is straightforward with the click of a button. If a copy change is needed on one workflow you don't have to edit it on all the languages you support because Forethought translates it using their own translator. If for some reason their translator misses the mark you can simply edit the statement without having to clone, rebuild, or rework the entire workflow.
Additionally, the product is continually improving in all areas, time after time there is an update that is released to address a specific need right when I need it most.
The staff are also incredibly responsive, upbeat, and knowledgeable about the product and are eager to hop on a call with key stakeholders to iron out a problem in earnest.
Additionally, the product is continually improving in all areas, time after time there is an update that is released to address a specific need right when I need it most.
The staff are also incredibly responsive, upbeat, and knowledgeable about the product and are eager to hop on a call with key stakeholders to iron out a problem in earnest.
What do you dislike about the product?
The analytics can be a little underwhelming inside the dashboard, I usually will export the data and work on it in a spreadsheet.
What problems is the product solving and how is that benefiting you?
Forethought is solving our growing pains of moving into more international markets and languages by assisting our goals of deflecting issues that can be handled by AI.
It's overall a great tool, but the autofill feature when typing has caused some major issues
What do you like best about the product?
The Quick hyperlinks! Especially when in a live chat environment, it's nice to have things ready to go. The notes tab and favorites have been great additions as well.
What do you dislike about the product?
The autofill. No matter what I have done, requested, or anything, the autofill tool that has no way to edit or change is extremely frustrating. For me specifically, it auto-fills after the Kind Regards, or Best Regards, with another agent's name constantly, and on occasion, it auto-fills into the middle of sentences.
What problems is the product solving and how is that benefiting you?
I'm really hoping they can fix the auto-fill and make that editable at the very least. It's a bummer that sometimes the name of another agent gets autofilled in the middle of sentences
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.
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