Forethought
Forethought.aiReviews from AWS customer
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Forethought AI has been a great first step in our support infrastructure
What do you like best about the product?
I like that forethought is always learning and improving the results that are returned via the zendesk intergration. I also really like that it pulls from our knowledgebase as well as our past tickets. It's a great first avenue to use when looking for answers to customer queries.
What do you dislike about the product?
Sometimes the results are less than ideal for certain search queries. For example sometimes tickets won't be returned when I use the search function, even when the ticket contains word for word the text of my search query.
What problems is the product solving and how is that benefiting you?
Forethought AI allows me to scour multiple different sources of information at once. If a ticket contains information about mysql databases it will pull in relevant information from our documentation, internal docs, and past tickets.
Forethought has been a valuable tool for our business
What do you like best about the product?
It is easy to use. It helps us streamline our workflows and improve customer response times. The team is also always improving the tool.
What do you dislike about the product?
So far there isn't anything that has been disliked about it.
What problems is the product solving and how is that benefiting you?
It helps us understand what customers are really asking and improves our overall service in a scaleable way.
Forethought AI has greatly assisted with training as a new employee
What do you like best about the product?
I love the feature to include your own macros. I also use the search for past tickets in Zendesk quite often. As a new employee, both of these features have greatly helped me learn how to answer specific questions I do not know the answer to, along with creating my own macros with the correct answer for a later date.
What do you dislike about the product?
The search for relatable articles on a ticket in Zendesk usually does not suggest an article that has anything to do with the current issue the user is having or any information on the question they are asking.
What problems is the product solving and how is that benefiting you?
Forethought assists with saving an ample amount of time in researching and answering users' questions. Forethought has also helped with having solutions in one place and not needing to go searching through other tools to answer customers questions
Awesome tool to help level up your CS game!
What do you like best about the product?
search functionality on the workflow page
What do you dislike about the product?
Once you are making a workflow, when you click intent or action you can’t really go back easily
What problems is the product solving and how is that benefiting you?
Getting smarter about how we approach our support!
Dedicated, hardworking earn your business and trust staff!
What do you like best about the product?
I like that managing AI workflows in multiple languages is straightforward with the click of a button. If a copy change is needed on one workflow you don't have to edit it on all the languages you support because Forethought translates it using their own translator. If for some reason their translator misses the mark you can simply edit the statement without having to clone, rebuild, or rework the entire workflow.
Additionally, the product is continually improving in all areas, time after time there is an update that is released to address a specific need right when I need it most.
The staff are also incredibly responsive, upbeat, and knowledgeable about the product and are eager to hop on a call with key stakeholders to iron out a problem in earnest.
Additionally, the product is continually improving in all areas, time after time there is an update that is released to address a specific need right when I need it most.
The staff are also incredibly responsive, upbeat, and knowledgeable about the product and are eager to hop on a call with key stakeholders to iron out a problem in earnest.
What do you dislike about the product?
The analytics can be a little underwhelming inside the dashboard, I usually will export the data and work on it in a spreadsheet.
What problems is the product solving and how is that benefiting you?
Forethought is solving our growing pains of moving into more international markets and languages by assisting our goals of deflecting issues that can be handled by AI.
It's overall a great tool, but the autofill feature when typing has caused some major issues
What do you like best about the product?
The Quick hyperlinks! Especially when in a live chat environment, it's nice to have things ready to go. The notes tab and favorites have been great additions as well.
What do you dislike about the product?
The autofill. No matter what I have done, requested, or anything, the autofill tool that has no way to edit or change is extremely frustrating. For me specifically, it auto-fills after the Kind Regards, or Best Regards, with another agent's name constantly, and on occasion, it auto-fills into the middle of sentences.
What problems is the product solving and how is that benefiting you?
I'm really hoping they can fix the auto-fill and make that editable at the very least. It's a bummer that sometimes the name of another agent gets autofilled in the middle of sentences
Its a great product, all you have to write is key word, all material to read would be available.
What do you like best about the product?
Speed and accuracy by which it works.
THis software is a time saver, all in our company love this product. I recommend this to simplify your life especially when you are in tech support
THis software is a time saver, all in our company love this product. I recommend this to simplify your life especially when you are in tech support
What do you dislike about the product?
Sometimes it misses a few relevant knowledge articles; all information is not visible sometimes. It should display all knowledge articles and ticket from past ticket database
What problems is the product solving and how is that benefiting you?
Time saving, previously, we had to type the document and hit on search; now, as soon as we start working on the ticket, we have all the relevant information in front of us.
Quick and reliable search
What do you like best about the product?
Cross-platform searching is super useful when you want to find out more about a particular key word, but do not know exactly where to find that information!!!!!!!!
What do you dislike about the product?
The AI can take some time to train, but once it is full trained, it worked very well!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
What problems is the product solving and how is that benefiting you?
Forethought is allowing for unconscious collaboration across support by leveraging the collective unconscious solutions, and having an AI sift through this and create links where you might otherwise not find them.
Looking forward to the workflow builder.
What do you like best about the product?
- suggestion of articles in chat and email
- creation of flows for customers to find the answer on their own
-option to report on some basic metrics like self-service rate etc.
- creation of flows for customers to find the answer on their own
-option to report on some basic metrics like self-service rate etc.
What do you dislike about the product?
- advanced reports like widget queries are not automated and we have to ask for an excel export everytime we want to analyse data and update content
- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily
- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily
What problems is the product solving and how is that benefiting you?
Saves time from Support for the most repetitive questions that customers have. Most of the easy questions are in the form of faqs so an article shared by forethought ai may prevent a generated ticket. Also, the support team can have better and quicker resources to handle requests more appropriately and on time.
Great tool
What do you like best about the product?
The bar is always available and it's easy to search for any resource. It's fast and it helps a lot when you have live contacts and you need to find a reference or documentation.
What do you dislike about the product?
Sometimes results are disorganized, you need to dig a bit to find what exactly you are looking for, probably a filter by date could be useful to have a more refined search.
What problems is the product solving and how is that benefiting you?
It's providing in a fast way all need to make my daily work easier, it's a very useful tool to provide an answer or an article reference to the clients and have a all in one hand solution.
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