Forethought
Forethought.aiExternal reviews
164 reviews
from
External reviews are not included in the AWS star rating for the product.
Effective, agile, and continuously improving
What do you like best about the product?
First and foremost, it works. Our team has seen meaningful impact (driving customer support inquiries to self-service) that continues to improve with time. We have also experienced personalized service and success from the Forethought team to help optimize our tech setup for our program, which has a fair degree of customization and nuance.
What do you dislike about the product?
There have been a couple of instances when new code releases or testing on the Forethought side have interrupted our program. Their team has always responded promptly. Turnover on our account team has been a challenge at times, as well.
What problems is the product solving and how is that benefiting you?
Scalability of our customer support and success. We have deployed half a dozen applications of Forethought's technology to enable our customers to self-serve help needs or utilize automated workflows to accomplish a task. This has enabled our support and success cost to grow much more slowly than our top line.
Great AI, has reduced tickets greatly
What do you like best about the product?
Automatically suggests help center articles that reduces the number of tickets our team needs to answer.
What do you dislike about the product?
Sometimes suggests the wrong articles when we have an article that should be suggested
What problems is the product solving and how is that benefiting you?
Reducing the number of self serve tickets and saving us a ton of time.
Useful tool with great account management
What do you like best about the product?
The account rep, Zach, we've worked with has been stellar, going above and beyond to provide excellent support to my team. Forethought has also significantly reduced our initital time to respond to customer escalations, and it's been handling the majority of tickets that fall within the scope of the AI's training.
What do you dislike about the product?
Forethought requires a lot of data to add new automated responses, which can be time-consuming, especially when the purpose of the tool is to reduce workload. I wish there was an easier way to passively gather data without making changes or a crash course on easy changes to make to Zendesk.
What problems is the product solving and how is that benefiting you?
It helps reduce our time to respond to customer escalations, especially on simple/high volume escalations, which frees up our customer service representatives' time.
Forethought Ai is great when it comes to sharing information
What do you like best about the product?
I like it because it's easy to teach other team members especially when a ticket is already existing.
What do you dislike about the product?
Some tickets or issues are not available in the system
What problems is the product solving and how is that benefiting you?
Since it's hard to find existing tickets that are already solved in the current system we have. When forethought AI arrived it make things a lot easier
Helping your Help Center work smarter
What do you like best about the product?
The customizable Solve widget has deflected many tickets by serving up articles to our customers for common questions.
What do you dislike about the product?
At the moment, reports must be sent to us manually to see exactly what our customers type into the widget but the dashboard at least gives us insight into articles that are most helpful so we can adjust the rest of them to use the same format.
What problems is the product solving and how is that benefiting you?
The Solve widget is acting as an additional support team member by deflecting many tickets that would otherwise come in to our support desk.
Easy to build and effective!
What do you like best about the product?
- Easy to build workflows
- Love the ability to add many training phrases
- Able to adjust and adapt quickly as needed
- Love the ability to add many training phrases
- Able to adjust and adapt quickly as needed
What do you dislike about the product?
- The way the interactions come through on our chat platform (big block of text)
- Opportunities to improve reporting
- Opportunities to improve reporting
What problems is the product solving and how is that benefiting you?
Deflecting easy user questions so our team can focus on handling the stuff that matters
Not a bad tool
What do you like best about the product?
I do like that Forethought is able to anticipate and assist with data entry and things of that nature, but I will say it works best when introduced at the start of a workflow as opposed to picking it up brand new and fitting it in.
What do you dislike about the product?
I think I would be more engaged with the tool if it was worked directly into my flow so I saw it's best application. It's one of those things you have to be shown in order to get.especially because there are onboard options for similar functions.
What problems is the product solving and how is that benefiting you?
At the moment, it's best used as a quick reference tool when I have multiple windows of information open. it definitely helps me save time and get through my flow faster.
Awesome product for Ticket Management
What do you like best about the product?
Forethought triage and assist model has made our ticket management a lot more manageable because Zendesk triggers and automation can only do so much. Forethought with its AI machine learning studies our customers interaction and picks out the key words to properly triage our tickets in the right queue so our agents can get to them faster.
What do you dislike about the product?
Due to how we operate Zendesk, it took implementation a lot longer than expected, but once we got all of the loopholes out of the way, it worked perfectly. The most important thing here is to ensure constant communication between internal teams and Forethought.
What problems is the product solving and how is that benefiting you?
The problem Forethought Ai is solving is faster and more effective ticket routing so our agents can focus on delivering quality customer support. This resulted in improved SLA and CSAT.
Agatha (Forethought AI) has allowed our team faster access to information for our Customer!
What do you like best about the product?
Ease of use! Agatha is always there within Zendesk and quickly serves up information for our agents to more efficiently assist our customers and has cut down our time in responding significantly.
What do you dislike about the product?
The only thing I'm not a fan of is the pink (movable) overlay tag. No matter where I place it I manage to obscure something else. This is not the fault of Agatha.
What problems is the product solving and how is that benefiting you?
Agatha locates and presents historical responses to similar questions for the team and even suggests tickets or macros to help the customer. As a team Lead for our agents it frees up a time from me for answering questions adn allows me to better address more intricate issues with the team as a whole.
Supportive and Customized Support
What do you like best about the product?
It has been great to see the product evolve. Specifically, I feel as though, as a customer, the product team is listening to and (most importantly) applying feedback that we provide.
What do you dislike about the product?
The product is definitely rapidly evolving, so there have been features or items that I'd expect that weren't available out of the box. That said, the Customer Success team has worked closesly with our team to determine workarounds and escalate feedback.
What problems is the product solving and how is that benefiting you?
Forethought AI is supporting us in our self-service efforts and improving the agent experience. This is enabling our team to invest more into upleveling the customer experience.
showing 51 - 60