Forethought
Forethought.aiExternal reviews
164 reviews
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Great resource for quick email response
What do you like best about the product?
Auto complete and links to related cases, support articles and template responses
What do you dislike about the product?
It might not pull the most accurate data or embedded links can be broken
What problems is the product solving and how is that benefiting you?
Auto completes with most used responses
Quick access to links and possibilty to add them to the email
Template emails
Quick access to links and possibilty to add them to the email
Template emails
A great solution to empower your community to self-serve
What do you like best about the product?
Their customer success is super helpful in getting the most out of the product. I love that it's customizable to our liking with their partnership. The algorithm learns and grows with our business, which helps us to refine our experience continually.
What do you dislike about the product?
There are limitations around the integrations with Freshdesk, our CRM software. We would love to take advantage of some handy features, but it's unclear when they will be available to us. There are also some limitations to the reporting and data; I wish there were more granular insights that we could access on our own.
What problems is the product solving and how is that benefiting you?
Forethought has helped us to mitigate our ticket volume by almost 20% since implementation. We are a very lean team, so it's been integral to helping us better support our community. Forethought's chat bot helps our community to self-solve when possible.
Helped with us manage a new product.
What do you like best about the product?
Forethought helped us manage our new product community solar, and the community solar calculator they build for us was very helpful.
What do you dislike about the product?
I wish we could have kept our account manager Dan. We miss him!
What problems is the product solving and how is that benefiting you?
It helped us calculate our community solar customer's savings.
Use for work, saves me decent amount of time
What do you like best about the product?
For the particular reasons we use it at my workplace, this comes in handy, so I don't have to search through a bunch of windows for templates.
What do you dislike about the product?
There is the occasional bug that makes it impossible to use the app and sometimes I get logged out.
What problems is the product solving and how is that benefiting you?
Saves time and keeps me from getting overwhelmed by having several unnecessary windows open
One of the most versatile machine learning platforms available
What do you like best about the product?
There are a lot of "AI" companies out there that are either not using AI/ML at all or are extremely simplistic, single-use tools relying on pre-trained models. Forethought offers actual flexibility with custom solutions, models, and mapping for what YOU need. I've used Forethought at multiple organizations to great effect.
What do you dislike about the product?
Currently, there are little to no self-service options - because machine learning is extraordinarily complex and very few people truly understand how it works, it requires a lot of input and coordination with Forethought's team. They're very helpful and responsive in this, but I'd love to see a future iteration with interfaces that allow me to create or retrain models or set mappings.
What problems is the product solving and how is that benefiting you?
1. Salesforce-based support suggestions. We use their answers component to serve up potential snippets from previous emails or conversations or knowledge articles to help a representative solve a case/
2. Automatic triage - we use a categorization model to automatically set a category, subcategory and confidence level predictions that can be used to automatically triage incoming text-based cases (like customer emails).
3. Sentiment - we run a model that predicts customer sentiment (negative or positive) to glean extra insights and identify cases that may need a manager's intervention or review. We run this cumulatively so we get an initial and a current value, which is helpful in identifying whether we made a situation better or worse with our responses.
2. Automatic triage - we use a categorization model to automatically set a category, subcategory and confidence level predictions that can be used to automatically triage incoming text-based cases (like customer emails).
3. Sentiment - we run a model that predicts customer sentiment (negative or positive) to glean extra insights and identify cases that may need a manager's intervention or review. We run this cumulatively so we get an initial and a current value, which is helpful in identifying whether we made a situation better or worse with our responses.
Forethought AI is a Game Changer
What do you like best about the product?
I like the text prediction which helps cut down the time it takes to write responses.
What do you dislike about the product?
Sometimes when you hit the right arrow to accept the text prediction it duplicates the prediction.
What problems is the product solving and how is that benefiting you?
I have reported any problems recently. The duplicate text prediction only happens sporadically. I haven't figure out the cause.
The Forethought team has been great to work with!
What do you like best about the product?
Forethought has been extremely responsive to our needs throughout our partnership. As a new business, we're often updating our processes, and we've appreciated how quickly the team has been able to meet and help out with each of these. Their AI also works well within the chatbot.
What do you dislike about the product?
Because there have been changes made to the product over the past year (usually great improvements!), we've seen some bugs pop up as a result. That means we have to keep a close eye on the chatbot with each of these, but Forethought's team has been very helpful in resolving them quickly. Reporting is also very minimal, but I know there are efforts being made to improve that.
What problems is the product solving and how is that benefiting you?
The chatbot has helped a good portion of our customers self-serve when they reach out with a support request. This gives us a good idea of where we can improve our workflows and also helps relieve some of the workload on our support team
Exciting Possibilities
What do you like best about the product?
Forethought's design and usability are accommodating both internally and for our customers. The auto-fill/predictive text feature has been a huge help to the team as they write emails. The support from their team is responsive, understanding, and feel just as engaged in the creative problem-solving process as I am.
What do you dislike about the product?
I think they have a great concept and general direction, but they are still in the process of getting things working the way they should. Just some slight bugs here and there!
What problems is the product solving and how is that benefiting you?
From launch, we have seen a decrease in order status tickets which has freed the team up to focus on other, more complex tickets. We're working to build out the widget chat bot even more to increase our ticket deflection rate.
Good Product with helpful team!
What do you like best about the product?
The help center querying is really helpful for our users. The Forethought team is also super helpful and willing to assist!
What do you dislike about the product?
They are working to make their product more agile, so we are excited for this.
What problems is the product solving and how is that benefiting you?
We are trying to increase self service and customer experience via chat.
Forethought tries their best to improve their AI and is welcome to ideas.
What do you like best about the product?
Forethought AI improves our customer service experience to ensure each customer is reasonably answered, so our resolution time is reduced.
What do you dislike about the product?
Sometimes Agatha answers tickets that have nothing to do with the template the AI sends so the customer is being sent an email unrelated to their inquiry/concern.
What problems is the product solving and how is that benefiting you?
Forethought AI is helping to improve the keywords that Agatha sees to ensure she does not respond to customers with an unrelated template.
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