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Forethought: Gateway to the Future of Support
What do you like best about the product?
Forethought's Triage product enables companies to automate processes impacting their customers and their agents. It is a high-context solution, and their team treats it as such. They provide you with a CSM to learn about your business and support model to ensure that the AI models they create will benefit your business. They are not shy about providing feedback on your use case and ideas. They are also incredibly receptive to feedback and see their customers as partners.
The models we've deployed have reduced the time it takes to reroute tickets by 75-80%.
The models we've deployed have reduced the time it takes to reroute tickets by 75-80%.
What do you dislike about the product?
Since the dashboard is in the early stages, we cannot quickly make changes and have to go to our CSM for them.
What problems is the product solving and how is that benefiting you?
- redirecting tickets to other teams and other companies
- predicting customer sentiment
Getting tickets to the group that should solve them faster helps ensure a better customer experience. Understanding customer sentiment when the ticket is created vs when it is resolved help us ensure a better customer experience.
- predicting customer sentiment
Getting tickets to the group that should solve them faster helps ensure a better customer experience. Understanding customer sentiment when the ticket is created vs when it is resolved help us ensure a better customer experience.
solid tool that occasionally tries to be more useful than it needs to be
What do you like best about the product?
the tool is definitely useful for what i downloaded it for: loading support page recommendations, recommending blurbs. the interface is easy enough to use
NOTE: i wanted to upload a screenshot of myself using the tool but your site is having trouble and wouldn't allow me to. please follow up with me at jperezgarcia@qualtrics.com for the screenshot and proof that i'm a current user
NOTE: i wanted to upload a screenshot of myself using the tool but your site is having trouble and wouldn't allow me to. please follow up with me at jperezgarcia@qualtrics.com for the screenshot and proof that i'm a current user
What do you dislike about the product?
sometimes the tool thinks it has more utility than it actually does. it'd be nice if you could turn off certain functionality or make it disappear if you don't need/use it
What problems is the product solving and how is that benefiting you?
in my job we need to complete x number of technical support tickets each day. when this is the case, small things that help streamline the completion of each ticket add up and allow for us to work at greater volume and look good among our peers. the tool is one of many things that can help to streamline this role
Great Implementation Process
What do you like best about the product?
We're a newer client, but our implementation process has been great! Our CSM has been great in setting expectations, letting us know what will be required of us, and working with us on steps/processes we may not fully understand. They have also provided us with "workbooks" that allow us to understand what elements will be utilized in the tools we're implementing.
What do you dislike about the product?
It definitely would've been helpful before we signed our contract to have a demo showcasing what the Solve tool would look like in our CRM platform and how it would interact with how our chatbot is currently built. Otherwise, we've been very happy with our work with Forethought so far!
What problems is the product solving and how is that benefiting you?
We decided to implement Forethought AI to help our team achieve its goal of keeping the team small and tight while still delivering high-quality service as our company grows.The goal is to have Forethought AI help us drastically improve our deflection rates and save our agents and customers time.
Good Product, Needs a Bit More Tweaking
What do you like best about the product?
The ease of use in setting up workflows and managing them. The customer success team is great to work with.
What do you dislike about the product?
The primary functionality sometimes breaks, and it can take a week or more to get it fixed. Analytics isn't particularly robust yet.
What problems is the product solving and how is that benefiting you?
Forethought is more flexible than other options on the market, making it easy to set up workflows and messaging that sounds personalized and more human, helping us deflect a fair amount of tickets.
Great product, amazing team!
What do you like best about the product?
Forethought has amazing products at competitive pricing. What makes them far better than any other supplier I've worked with is their amazing team. Their team puts so much time and care into making sure your experience is a successful one. Comparing them to any other vendor I've dealt with they're in another category altogether with the support and they provide.
What do you dislike about the product?
Honestly, I can't think of any true downsides. Before the company went through a reorganization, the communication wasn't amazing. But since then, years ago, it's been outstanding!
What problems is the product solving and how is that benefiting you?
They have returned an ROI much higher than expected this last year (x6.99)! We've been able to increase our chat and email deflection each quarter and that's saved us an incredible amount of our budget.
A very intuitive software for customer support teams
What do you like best about the product?
I love that I can search for past cases, help centre articles and other documents instantly.
What do you dislike about the product?
Nothing worth mentioning as the software has been helping me and making my work easier.
What problems is the product solving and how is that benefiting you?
It helps me to make my research even faster and more efficient. I'm able to provide our customers with high-quality service.
forthought review
What do you like best about the product?
Its easy to use since its integrated. You don't need to check multiple windows for the answer, you can just type the keyword and it will provide you all the possible answer you need.
What do you dislike about the product?
sometimes, the app is very slow. when its not working properly its taking more than a minute to provide the answer so it's easier to tab to another window sometimes. Most of the time, its working properly though.
What problems is the product solving and how is that benefiting you?
it's providing me with an article/solution for our customer's inquiries or questions. its faster and making my average time to close a case much faster. its a great tool
Very friendly tool to access variety of information at once. I found this tool very useful. Thanks!
What do you like best about the product?
It is very simple to access a variety of information at once, Time saving, and Provides quick resolution to issues and problems. People-friendly AI tool that I would be very happy to share with others!
What do you dislike about the product?
Almost I found everything easy with this Forethought AI tool. The only issue is it takes a bit of time to open up itself as it requires multiple clicks (from the mouse). It could be a use specific issue though, not too sure!
What problems is the product solving and how is that benefiting you?
We had an issue with Forethought AI a while ago where when we search anything in the tool, there was nothing come up as a 'search result'. After addressing this with the Forethought AI team, the issue was resolved within a few hours.
Innovative way to handle tickets!
What do you like best about the product?
Forethought helps in seeking the answers to customer queries with ease. I like how it gives multiple suggestions related to the question or concern. It’s my first time using an AI integration, and I’m really impressed.
What do you dislike about the product?
I would really appreciate it if they could include the name of the agent handling a past ticket in the search bar for a quicker find.
What problems is the product solving and how is that benefiting you?
The AI is classifying tickets faster now, and it really helps in removing junk emails/tickets from our queue. Saves us a lot of time! Makes us focus more on legitimate tickets.
Great platform!
What do you like best about the product?
Deflection rate for most bots is over 40%!
What do you dislike about the product?
The ticket creation for Zendesk integration could be better
What problems is the product solving and how is that benefiting you?
The AI bot deflects a lot of outreach, reducing overall ticket volume
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