Forethought
Forethought.aiExternal reviews
165 reviews
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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.
Extensive Evaluations lead us to GOLD standard solution
What do you like best about the product?
Product/support from the Forethought team
What do you dislike about the product?
Nothing yet. I am overall pleased with everything so far- I'm about a year "in"
What problems is the product solving and how is that benefiting you?
We layered forethought Agatha solve product onto our zendesk chat widget- leveraging AI. Doing this has lowered our contact rate, deflected self serve capable tickets and increased our CSAT
Recommendations to others considering the product:
Forethought AI has a focus on focus approach. When you have evaluated as many tools as I have, this was an easy choice- PLUS you can start with 1 product and build your suite into your account as needed to scale ops. This is not only easy for me budget-wise, but for my ops team to implement, the relationship remains stable and they in turn should generate more revenue. win- win
Early adopters will be able to shape this into something interesting
What do you like best about the product?
Their AI is built in an interesting way, which they can boast about - it's industry-leading due to their founder's research project in machine learning. They are also a small team, willing to learn and adjust to your needs.
What do you dislike about the product?
It's a very new technology which has a lot of learning to do. There is room for growth. The AI often surfaces incorrect or irrelevant information, and we often found that we were fighting with it to present the correct data that we knew existed. For example, if you see an article exists or that a ticket was just answered with a specific topic, it can be frustrating not to surface this immediately when a related ticket comes up. We spent more time digging through agent assist trying to find the correct info than it saved us.
What problems is the product solving and how is that benefiting you?
We need a decent way to deflect tickets or allow customers to self-service when it comes to quickly answered solutions. Forethought also provided agent assist, which we hoped would surface relevant tickets, macros, or even JIRA tickets.
Forethought Review 2021
What do you like best about the product?
The user interface is pretty friendly to first timers of Zendesk, and the learning curve is manageable.
What do you dislike about the product?
The efficacy is questionable for higher level triage of CS tickets. I can completely do without it in my flow. The AI also takes weeks to learn your needs and in fast paced CS that's not useful.
What problems is the product solving and how is that benefiting you?
I can see the usefulness for new agents, ones who have not been working the queues for an ORg long who can train the AI alongside their on boarding.
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.
Great Assistance
What do you like best about the product?
It helps us so much when it comes to those emails that require quick responses and easy fixes. It has saved us alot of time when it comes with those kinds of emails where an AI can perfectly handle them by sending a link to the customer of the action that needs to be done and helps us clear our task bar faster.
What do you dislike about the product?
Since it's not a human replying sometimes it can miss the mark on certain requests from customers and send them the wrong information needed to solve the issue.
What problems is the product solving and how is that benefiting you?
We are solving email request where the customer usually just needs simple instructions and guidance through a link. This has saved us a ton of time in productivity and has made our job easier leaving us with more time to focus on other items.
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.,
Our best non-human team member!
What do you like best about the product?
The people. They have shown that they care about us as a customer, and have delivered on everything we have asked for and more. Their customer-facing teams are why we chose them over any of the competitors. They match our own company culture, which goes a long way for building long lasting relationships.
The product. We could have picked any AI product to do simple deflection but wanted a very human approach. The Forethought team worked with us to give us exactly the look and feel we were trying to achieve. It never felt like something was being sold to us, as the product can match anything that we want to do now and in the future. There is even so much more we can explore as we grow as a company.
The product. We could have picked any AI product to do simple deflection but wanted a very human approach. The Forethought team worked with us to give us exactly the look and feel we were trying to achieve. It never felt like something was being sold to us, as the product can match anything that we want to do now and in the future. There is even so much more we can explore as we grow as a company.
What do you dislike about the product?
At this time there is not on demand reporting, however, the team facilitates that for us. We've gotten all the reports that we've asked for timely.
What problems is the product solving and how is that benefiting you?
We needed to be able to surface our content to customers quickly with a snapshot of the article (because they can be lengthy), without going to an agent immediately. Agatha surfaces the article as a snippet based on the customer's query and then gives the option to go to the full article or speak to an agent. This is exactly what we wanted and needed, and she has delivered!
Amazing tool for scaling teams and companies
What do you like best about the product?
Successful ticket deflection in Zendesk, saving resources to both team and company, cutting the response time for customers.
What do you dislike about the product?
Agatha can reduce the support team headcount.
What problems is the product solving and how is that benefiting you?
Deflecting repetitive how-to questions to save resources for the team on more productive tasks is the top challenge.
The benefits start with a responsive, proactive team behind Agatha.
Then, it's the customization of the tool to make it speak like the product.
Finally, the successful ticket deflection using Agatha's AI with a transparent dashboard brings much value to us.
The benefits start with a responsive, proactive team behind Agatha.
Then, it's the customization of the tool to make it speak like the product.
Finally, the successful ticket deflection using Agatha's AI with a transparent dashboard brings much value to us.
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