Forethought

About Forethought

Forethought is an AI-driven customer support tool that enhances ticket resolution, assists in data handling, and improves the overall customer service experience. Its AI solution, ‘Solve’, understands customer queries and internal data beyond simple keyword matching, providing comprehensive and accurate answers.

Pros:

• Uses AI for efficient problem solving: Auto-routing of issues, identification of high-priority tickets, and spam removal from the queue.
• Easy implementation: The AI solution can be set up with minimal input from the customer support team and requires minimal upkeep to maintain relevance over time.
• Enhanced customer experience: The AI solution understands the context and intent of customer queries and provides accurate answers, ensuring a high-quality customer experience.
• Versatile and flexible: Forethought’s AI is trained on a variety of data sources, allowing it to adapt quickly and accurately to different customer queries.

Cons:

• The AI requires a significant amount of data to operate effectively: It needs approximately 20,000 historical tickets to function optimally.
• Pricing information is not readily available on the website: Users need to contact the company directly to get specific information on product offerings.

Features:

• Natural Language Understanding (NLU): Forethought’s AI employs NLU to go beyond simple keyword matching to understand customer queries and internal data.
• Data Utilization for AI Training: Forethought’s AI uses past tickets, knowledge bases, articles, macros, templates, and other data sources to train and become proficient.
• Customer Experience Preservation: Forethought ensures that automation doesn’t compromise the customer experience, providing comprehensive reading of questions and detecting sentiment, intent, and context clues.
• Integration: Forethought can seamlessly integrate with various platforms including Zendesk, Salesforce, ServiceNow, Kustomer, Sunshine Conversations, Freshdesk, Dialpad, Talkdesk, HubSpot, and AWS.

Use-Cases:

• Ticket Deflection: Forethought can deflect tickets when necessary, and leverages self-service mechanisms, improving the efficiency of customer support.
• B2B Support: Forethought’s text-based approach is suitable for B2B organizations with complex customer queries. Its AI understands vocabulary nuances and provides solutions without requiring human intervention.
• Data Security and Compliance: Forethought is compliant with ISO 27001, SOC 2, GDPR, and CCPA. It encrypts customer data and has a dedicated Data Protection Officer to oversee ongoing compliance efforts.
• Problem Solving: Forethought uses its AI to auto-route issues to the right place for resolution, find high-priority tickets, and remove spam from the queue.

In essence, Forethought offers a robust AI-based customer support solution that aims to significantly enhance the customer experience and service efficiency. Its powerful natural language understanding capabilities enable a more nuanced and accurate understanding of customer queries.

Though it requires a substantial amount of historical data to function optimally, its easy implementation and minimal maintenance make it a compelling choice for businesses. Particularly for B2B organizations dealing with complex issues, Forethought’s solution might be a game-changer.

Despite the lack of transparent pricing information, Forethought’s unique approach of using AI to leverage institutional knowledge could offer a substantial return on investment.