Forethought
Forethought.aiExternal reviews
165 reviews
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Always Ready to Solve our Questions
What do you like best about the product?
Forethought AI's representatives genuinely care about solving our questions and problems. They take the time to understand the needs of our business and put those requests into action. We are often impressed with the features available after a bit of training!
What do you dislike about the product?
Sometimes we have noticied the interface lacking in self-serve tools. Places that feel like they should be possible to export for more efficient review are too manual at the end of the day.
What problems is the product solving and how is that benefiting you?
Implementing the chatbot has allowed us to better serve our customers by providing on-the-spot answers to questions that are frequently asked. Some questions can be daunting to find on your own in a vast help center, but the chatbot retrieves that knowledge effortlessly.
Reliable Support, Customizable and User-Centric
What do you like best about the product?
I like that Forethought is easy to work with and we have a joined Slack channel to discuss operations and requests on a daily and weekly basis. The solution is easy to navigate and configure updated flows that we need to run our business. We have easy-to-glance-at stats in the dashboard around key metrics like total conversations, user sentiment, CSAT, and article hits. Forethought connects to our Salesforce instance to enable real-time messaging sessions, and users can submit email tickets from Solve to FT. The company is engaged and willing to focus on our needs to drive improvements for the tools we use. We have an engaged CSM who helps meet our needs daily, and I've experienced no issues from my end.
What do you dislike about the product?
I think preview functions for Solve would be ideal. It would be helpful to have it listed real-time while working on configuring new workflow builders. Specifically, having a live version listed on the same page while updating to test out functionality without having to configure Solve specifically to pull up a demo experience. Also, it would be great to have an AI layer to analyze CSAT sentiment and bucket issues into follow-up tasks or items to review. Although Forethought has article suggestions based on questions, this added AI capability for CSAT analysis would be ideal. The initial setup did take a lot of time and required iterative updates and working closely with Forethought engineering to align with what we needed for our end-user business.
What problems is the product solving and how is that benefiting you?
Forethought enables 24/7 support and quick answers through indexed documentation. It saves us time by automating spam email triage and allows programming of self-service buttons.
Forethought is a great tool for any support team
What do you like best about the product?
Forethought has been great in helping our customers be more self serving, and ensuring our team can focus on the really complex issues that come up. Once we've set up the main workflows, we didn’t have to think about it as much and let it do it’s thing. It has also become part of our launches as we ensure to build out workflows tied to new features or changes.
The team is incredibly helpful and supportive, and always sharing insightful ideas and information.
The team is incredibly helpful and supportive, and always sharing insightful ideas and information.
What do you dislike about the product?
Building out workflows can take time and isn't always high on the priority list, so if we had more time to build out all possible scenarios and workflows, it would be even more effective.
What problems is the product solving and how is that benefiting you?
We get a lot of inquiries from customers who ask us to update account configurations - things that our customers have the ability to do. Forethought is helping us encourage those customers to turn to our resources and guides that help them complete the task they need done.
Proven to be the best technology in customer support AI
What do you like best about the product?
Best AI model proven time and time again in head to head comparisons vs. other vendors in the space. This results in the best metrics - Deflection Rate, CSAT etc.
Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff!
Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff!
What do you dislike about the product?
Looking forward to Forethought adding more integrations, and maybe voice channel capabilities.
What problems is the product solving and how is that benefiting you?
The impact of a better deflection rate while still raising CSAT is undeniable. Especially when ticket volume is rising, it can help make the most of the team headcount.
Forethought Assist user
What do you like best about the product?
I use forethought assist as a support agent. I think its great that its learning as I am working to try to learn what the best responses would be.
What do you dislike about the product?
I've been using the assist widget for about a year and the recommendations are getting better but don't seem to be helpful yet.
What problems is the product solving and how is that benefiting you?
I think it could be saving time when it has enough knowledge to predict the right canned responses for support tickets.
Impressive Product and Exciting possibilities
What do you like best about the product?
Great product that really seems to understand how to bring value to Support Teams. The different products all fit different needs and do so in creative and exciting ways
What do you dislike about the product?
Not much to dislike. Any concerns I had were explained and/or already on the roadmap to be part of the Product in the future. The pricepoint (as justifiable as it is) is the only dislike I could state, but as I mentioned, it is clear to see why it is priced as it is.
What problems is the product solving and how is that benefiting you?
Ticket deflection, improving agent handle times, and identifying gaps in our knowledge base are the most exciting features. All of this helps our agents focus on what is important compared to the extra noise.
Super Useful and Intuitive!
What do you like best about the product?
Intuitive AI that guides my customer support process and helps make my job a lot easier!
What do you dislike about the product?
There are no downsides and nothing that I dislike.
What problems is the product solving and how is that benefiting you?
Forethought brings relevant resources to my fingertips so that I don't need to go hunting for them. It makes my response time faster and more accurate.
Very good tool to use when handling lots of cases daily
What do you like best about the product?
It's very handy, you can really quick access similar cases from the widget based on the AI functionality, you can also integrate it with Jira and Knowledge articles so it will pull information from them as well if necessary.
What do you dislike about the product?
Case records are opened in a new window, would have prefered if they would open in the same window but in another tab, as in native Salesforce functionality for opening records.
What problems is the product solving and how is that benefiting you?
It reduces the time needed for researching a case by providing a list of most similar cases, knowledge articles and jira tickets, all at one click away. Now we spend less time looking for similar past cases or issues
The AI platform works amazingly well with our support ticket software.
What do you like best about the product?
Forethought learns the platform over time thereby providing meaningful insights and suggestions to users on any queries or concerns they receive from customers. The platform is also helpful in the collation of all our available knowledge base materials and historical ticket data into the AI system providing great support in resolving issues.
What do you dislike about the product?
It is required to use the platform regularly and also takes time to learn the product before the AI can help automate and optimize the whole customer support lifecycle.
What problems is the product solving and how is that benefiting you?
Our organization has a lot of data repositories where we store our knowledge materials and it consumes a lot of time just by finding the right resources that we might need. With this solution, it will automatically look for the right information for us and also show us a list of useful information which makes knowledge materials easily ready and accessible translating to great customer interaction.
Useful and versatile tool
What do you like best about the product?
Forethought AI has been a great addition to our customer site because it allows us to reference multiple documentation sites for our customers.
What do you dislike about the product?
I want a better way to generate reports of how our customers utilize the Forethought AI services.
What problems is the product solving and how is that benefiting you?
Forethought AI is making it easier for both our customers and our support team to do one search and find information from multiple sites. They no longer need to go to different locations for information.
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