Forethought
Forethought.aiExternal reviews
164 reviews
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Smart Search Option is Really Amazing
What do you like best about the product?
I would say, The analytics was really helpful for my team and one of the best features we understand is AI-based auto query resolution. Because in our cases most of the visitors or customer has same doubt or concern regarding the product and Artificially recognise and provide a solution of the situation is really amazing.
What do you dislike about the product?
Firstly, I didn't understand the requirement of the software in our company because of our internal matters but when we actually implement this and uses in a regular basis. this is amazing software we ever use.
What problems is the product solving and how is that benefiting you?
AI-based auto-response to customers who want a resolution quickly. This tool easily understood the condition and share resolution to our customer that features help us a lot while using this.,
Great for handling common inquiries
What do you like best about the product?
Agatha has done an awesome job of helping us automate responses to common questions we get as a technical support team. In some cases, it has been able to get complete answers out immediately for fast, single-response resolutions. In other cases, it has helped to get information out to our customers to give them a direction and some possibilities while our agents work on a more complete solution. The Forethought team has also been fantastic at helping us adapt Agatha to our environment so that the product works with our workflows rather than us having to rearrange our existing processes to work with Agatha.
What do you dislike about the product?
The reporting available as an admin is pretty minimal. I can see some general statistics about how many responses Agatha has sent out and the CSAT score associated with them, but there's no ability to dive into this information in more detail. The Forethought team has been great about getting me the data when I ask for it, but it would be much more convenient to have a more robust dashboard or other reporting capability to gather that information.
What problems is the product solving and how is that benefiting you?
Agatha is helping us reduce our first response time to customers, reducing the number of tickets that need agent interaction, and providing recommendations about technical issues to our non-technical teams for cases where customers have technical questions intertwined with sales requests.
Great Service - Promising Product!
What do you like best about the product?
The team! They have been able to work with us to make sure their product works with our systems. They are very accessible and communicative. They have demonstrated that they won't let us settle for an experience that is less than 100%.
What do you dislike about the product?
A more detailed admin dashboard. The Forethought/Agatha team has pulled some great reports for us that show how it's being used by our team. I would love to have access to a more detailed dashboard to pull those same reports on my own. I bet (hope) this is coming as the team is still rolling out new features.
What problems is the product solving and how is that benefiting you?
Our service reps are able to find help articles faster through Assist integrated into Zendesk. This helps them save time on each interaction and reduces the risk that they consult an incorrect resource.
Forethought SOLVE
What do you like best about the product?
SOLVE has changed how my company has approached self-service support options. With the integration of SOLVE into our product, we have been able to enable end users to search help documentation in order to provide them with the experience of attempting to resolve issues on their own before contacting a live agent. We have gotten some amazing and positive feedback from clients who have been utilizing this feature and cannot wait to roll it out to more!
What do you dislike about the product?
Accruacy of the tool's article suggestions are sometimes lacking, however, have remained quite consistent over the last few months.
What problems is the product solving and how is that benefiting you?
Forethought's SOLVE product is helping us provide support articles to end users when they need it most. By integrating this product into our own, the tool has been able to give users documentation that is relevant to the issues that they are experiencing. As a result, users have direct access to instructions on how to resolve their questions and can even reach live support agents directly from within our product, thus preventing them from having to do any research in a new browser tab or window.
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