Forethought
Forethought.aiReviews from AWS customer
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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.
Forethought AI for Support
What do you like best about the product?
Forethought AI reduces contacts by answering the easy-to-automate contacts via email and also chat. AI allows for personalization and optimization. The team is also extremely helpful and quick to respond.
What do you dislike about the product?
Forethought takes some time setting up but once optimized it works really well. The metrics are helpful but I'm excited for their team to continue building new dashboards and additional analytics.
What problems is the product solving and how is that benefiting you?
Forethought reduces costs of support by automating basic responses to questions with machine learning. It allows support agents to use their skills on more difficult responses.
Forethought Review
What do you like best about the product?
I appreciate the intuitive capture of Knowledge Base articles that align to key works used in the ticket. This helps speed up the process of linking help articles to tickets.
What do you dislike about the product?
I do wish the features were more directly integrated into the field box where I type in my responses to customers. Right now, the features are accessible in a side panel which breaks up my workflow and makes the features more cumbersome to access.
What problems is the product solving and how is that benefiting you?
I appreciate Forethoughts ability with predicting what resources may be helpful and allowing me to reduce the amount of time it takes for me to compose a response. This is especially useful during our busier seasons of the year when ticket volume increases.
Not much to say besides that it’s fantastic!
What do you like best about the product?
How it improves services ability to work with customers rapidly and reference knowledge bases
What do you dislike about the product?
Learning curve is difficult and documentation needs a lot of work.
What problems is the product solving and how is that benefiting you?
Chatbot experience has improved for sept routing.
Making support job easy
What do you like best about the product?
On-the-spot recommendations on related topics.
What do you dislike about the product?
Sometimes the link on the past tickets is not copied.
What problems is the product solving and how is that benefiting you?
Easier reference from past tickets.
Comprehensive and agile
What do you like best about the product?
We are using Assist, Solve widget and Solve email, their AI works of course well and helps reduce both tickets opened to our support and the handling time, we also improved the ratio of tickets <> monthly active users
BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive.
BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive.
What do you dislike about the product?
The implementation took longer than expected, and there are still a few things that could be improved (more robust reporting, some tweaks on how you search and paste articles with Assist, not able to exclude non-English tickets from Solve email, etc).
What problems is the product solving and how is that benefiting you?
With Assist, our support team is able now with one click to see the most relevant articles, confluence pages, past Zendesk and Jira Tickets. One search also for all of those places. Solve widget gave us better flows per customer group and smarter article suggestions for self-service.
Forethought is very helpful in knowledge check and it facilitate working on the tickets.
What do you like best about the product?
The most useful part is you can keep your notes there. It also shows the same tickets.
What do you dislike about the product?
As of now, I don't find anything which is not helpful about Forethought.
What problems is the product solving and how is that benefiting you?
Forethought AI solves the issue of finding the correct information.
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