Tool Details

Forethought icon

Forethought

Overview

Forethought is a company that specializes in providing advanced AI solutions for customer support. Their platform is designed to automate and enhance customer service interactions, offering tools that streamline processes from initial inquiry to final resolution. By leveraging generative AI, Forethought aims to improve resolution rates, reduce response times, and lower operational costs for businesses across various industries.

Industry: Customer Support AI

Ideal Customer Profiles: Forethought's ideal customers are businesses across industries such as E-commerce, SaaS, FinTech, and more, that are looking to enhance their customer support operations through AI-driven solutions. These businesses typically seek to improve efficiency, reduce costs, and provide better customer experiences.

Website: forethought.ai

LinkedIn: http://linkedin.com/company/forethought-ai

Twitter: http://twitter.com/dojideon

Products

Solve

Solve is a customizable AI agent that processes messages and delivers accurate responses by leveraging historical data and connecting to a knowledge base.

Features

AI-Powered Message Processing

Description: Solve processes customer messages in email, chat, and through an API, delivering accurate responses by detecting intent and leveraging a knowledge base.
Benefit: This feature allows businesses to automate responses to repetitive inquiries, freeing up human agents to focus on more complex issues.

Automated Workflow Generation

Description: Users can specify desired outcomes in natural language, and the AI generates the necessary workflows automatically.
Benefit: This reduces the need for manual workflow setup, saving time and reducing errors.

Multilingual Support

Description: Solve supports over 40 languages, allowing businesses to cater to a global customer base.
Benefit: This feature enables businesses to provide consistent support across different languages, enhancing customer satisfaction.

AI Article and Policy Generation

Description: The AI generates articles and policies based on ticket data, helping to streamline content creation and ensure consistency.
Benefit: This feature helps maintain a comprehensive and up-to-date knowledge base, improving the quality of automated responses.

Performance Tracking and Optimization

Description: Solve provides detailed analytics on traffic, self-serve rate, dropoff rate, CSAT, and more, allowing businesses to track and optimize performance.
Benefit: Businesses can use these insights to continuously improve their customer support operations.

Triage

Triage uses advanced natural language processing to analyze and route support tickets efficiently, reducing manual work and improving response times.

Features

Intent Analysis and Routing

Description: Triage uses a Large Language Model to understand customer intent and automatically tag and route tickets to the appropriate agent.
Benefit: This feature ensures that tickets are handled by the most suitable agent, improving resolution times and customer satisfaction.

Sentiment and Spam Analysis

Description: Triage analyzes tickets for sentiment, spam, language, and custom intents to prioritize and route them effectively.
Benefit: This reduces the workload on human agents by filtering out spam and prioritizing urgent tickets.

Efficient Ticket Routing

Description: Tickets are quickly routed to the right agent or team, ensuring prompt resolution of customer issues.
Benefit: This feature helps maintain high customer satisfaction by reducing wait times.

High Accuracy Spam Elimination

Description: Triage achieves over 90% accuracy in eliminating spam, ensuring that only relevant tickets are processed.
Benefit: This increases the efficiency of the support team by reducing the number of irrelevant tickets they need to handle.

CSAT Prediction

Description: Triage predicts customer satisfaction scores and other support case characteristics using advanced natural language processing.
Benefit: This allows businesses to proactively address potential issues and improve customer satisfaction.

Assist

Assist is an AI copilot that integrates with helpdesks to provide agents with relevant knowledge articles and suggested responses, boosting productivity.

Features

AI Copilot for Agents

Description: Assist acts as an AI copilot, providing agents with relevant knowledge articles and suggested responses to help resolve inquiries quickly.
Benefit: This feature increases agent productivity by reducing the time spent searching for information.

AI-Generated Ticket Summaries

Description: Assist generates summaries of tickets after they are handed off, providing agents with the context they need to resolve issues efficiently.
Benefit: This reduces the time agents spend understanding the issue, allowing them to focus on resolution.

Knowledge Article Surfacing

Description: Assist surfaces relevant knowledge articles based on previous resolutions and similar topics, helping agents find the information they need quickly.
Benefit: This feature ensures that agents have access to the most relevant information, improving the quality of support.

Helpdesk Integration

Description: Assist integrates seamlessly with top helpdesks via a Chrome Extension, providing a streamlined experience for agents.
Benefit: This allows agents to work within their familiar environment, reducing the learning curve and increasing efficiency.

Knowledge Hub Access

Description: Assist provides access to a knowledge hub where support agents can find the materials needed to resolve customer issues.
Benefit: This centralizes information, making it easier for agents to find what they need and resolve issues faster.

Discover

Discover provides AI-powered insights and recommendations to optimize customer support workflows and improve performance.

Features

Workflow Optimization

Description: Discover uses generative AI to recommend and optimize customer service workflows, helping businesses track performance and ROI.
Benefit: This feature helps businesses improve efficiency and reduce costs by optimizing their support processes.

Instant ROI Measurement

Description: Discover allows businesses to measure the ROI of their customer support operations instantly, providing valuable insights into performance.
Benefit: This helps businesses make informed decisions about their support strategies and investments.

Gap Identification and Resolution

Description: Discover identifies gaps in customer support workflows and provides recommendations for resolving them.
Benefit: This feature helps businesses address inefficiencies and improve the quality of their support.

Real-Time Performance Tracking

Description: Discover tracks the performance of customer support operations in real time, providing up-to-date insights into efficiency and effectiveness.
Benefit: This allows businesses to respond quickly to changes and maintain high levels of customer satisfaction.

Automation Recommendations

Description: Discover provides AI recommendations that highlight ticket topics ready for automation, helping businesses streamline their support processes.
Benefit: This feature reduces the workload on human agents by automating repetitive tasks, improving efficiency.

Industry Solutions

Forethought provides AI-first customer service solutions tailored to various industries, enhancing support efficiency and customer satisfaction.

Features

Cross-Industry Applicability

Description: Forethought's solutions are applicable across various industries, including E-commerce, SaaS, FinTech, and more, providing tailored support solutions.
Benefit: This feature allows businesses in different industries to benefit from AI-driven customer support, improving efficiency and satisfaction.

Customer Self-Service

Description: Forethought's solutions empower customers to self-serve by providing instant answers to common questions and guiding them through complex workflows.
Benefit: This reduces the need for human intervention, lowering support costs and improving customer satisfaction.

Automatic Case Resolution

Description: Forethought's AI solutions automatically resolve simple customer cases, such as shipping and order status inquiries, without human intervention.
Benefit: This feature frees up human agents to focus on more complex issues, improving overall support efficiency.

Complex Ticket Triage

Description: Forethought's Triage solution detects sentiment and intent in complex customer tickets, routing them to the appropriate support team.
Benefit: This ensures that complex issues are handled by the most qualified agents, improving resolution times and customer satisfaction.

Agent Assistance

Description: Forethought's solutions provide agents with relevant details, such as account information and order history, to help them resolve customer concerns quickly.
Benefit: This feature improves the quality of support by ensuring that agents have all the information they need to assist customers effectively.

Quantitative Benefits

"15x average return on investment"

"40% average reduction in First Response Time"

"Boost agent productivity by 20% with an AI copilot providing relevant knowledge articles and suggested responses."

"improve customer support time-to-resolution by up to 30 percent"

"90% accuracy in ticket resolution"

"90%+ accuracy in spam elimination"

"20% increase in agent productivity"

"53% self-serve rate"

"99% spam prediction accuracy"

"26% increase in agent productivity"

"Deflect and eliminate spam and repetitive cases with 90% accuracy."

"Customer support teams using Assist report a 20% increase in agent productivity and CSAT."

"20%+ increase in agent efficiency"

Testimonials

"The product [Forethought] is straightforward and easy to use, and when I do have suggestions or need additional features, the team is always there to help."

Source: Platform Overview | Forethought

"I am so impressed with the results, so I want to put Forethought in front of every support channel that we have."

Source: Generative AI Chatbot for Customer Service | Forethought

"Forethought was quite a bit more accurate than the homegrown triage bot we'd built, across the board, and we were pleasantly surprised that we'd get return data back in seconds rather than minutes."

Source: Automated Triage for Customer Support Tickets | Forethought

"Forethought Assist saves us time and increases our efficiency while improving our ability to provide fast and accurate answers to our clients."

Source: AI Agent Assist for Customer Service | Forethought

Customer Stories

Lime

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Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

Achievers

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Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

D2L

Problem: <UNKNOWN>

Value Add: <UNKNOWN>

Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

Upwork

Problem: <UNKNOWN>

Value Add: <UNKNOWN>

Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

iFit

Problem: <UNKNOWN>

Value Add: <UNKNOWN>

Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

Q4 Inc

Problem: <UNKNOWN>

Value Add: <UNKNOWN>

Outcome: <UNKNOWN>

Source: Customer Support AI | CX Automation Platform | Forethought

Forma

Problem: Increase in support volume due to rising member base

Value Add: Forethought AI improved support effectiveness and increased deflection rate

Outcome: Increased deflection rate in the first month of using Forethought

Source: Customer Support AI | CX Automation Platform | Forethought

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