Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
152 reviews
from
External reviews are not included in the AWS star rating for the product.
Great tools that increased our deflection and control over workflows by almost 50% in the first year
What do you like best about the product?
The onboarding process and ongoing support from Forethought have allowed us to continue to improve our workflows and deflection rates. The team also always takes product feedback and focuses on adding improvements to existing features while adding new features that make the experience more value for our money.
What do you dislike about the product?
Not all 3rd party integrations are fully supported yet. We do continue to see new integrations being addedhowever, and we are excited to make even greater use of the tools in the future.
What problems is the product solving and how is that benefiting you?
It provides a simple integration into our site for guiding customers to the appropriate self service tools and knowledgebase content. These flows also allow better data transfer to our agents when tickets do need to be submitted.
Super Useful Tool
What do you like best about the product?
The most helpful thing about Forethought AI is that it can help you to complete your emails quicker with predictive text. Response time matters to assure customers we're actively working on their issue.
What do you dislike about the product?
I have not experienced any downsides while using Forethought AI, the product has been truly great so far! I cannot think of any current improvements that are needed to the product.
What problems is the product solving and how is that benefiting you?
This is expediting typing customer replies. Macros are not always perfect for every case and need to be tweaked on a case-by-case basis. The predictive text feature is very helpful for getting responses typed and out to customers quicker!
Personal and Understanding Customer Success Representatives who Care About the Relationship
What do you like best about the product?
Forethought AI has allowed our team to improve case efficiency in multiple ways. The Salesforce plugin ensures we provide customers with the right answer and also allows for ongoing learning among our support reps. The ability to search for past cases, internal AND external knowledge articles, and quickly insert resource links into chats and emails has made Assist Anywhere a must-have for our Customer Support Team.
What do you dislike about the product?
There are not many downsides to using Forethought's product offerings. There were a few things that didn't work as expected upfront, but their team was willing to work with us to troubleshoot and improve our experience.
What problems is the product solving and how is that benefiting you?
Forethought AI allows our team to search for answers to customer cases within a central location, rather than having to toggle between help articles & resources. With one button, we can insert a link to an article for the customer's use, which has shaved seconds and sometimes even minutes off each customer interaction.
Forethought has amazing business solutions and even more amazing people who support them.
What do you like best about the product?
The constant innovation, willingness to think outside the box and a team of people who truly want to partner and find answers to business problems.
What do you dislike about the product?
Being a newer company they may not always have the integrations built out that you're looking for. Having said that, they always find a way.
What problems is the product solving and how is that benefiting you?
Forethought is helping us bring innovation to how we serve up help content to our end users and also helping us improve efficiencies within our support team,
Amazing product for our team members.
What do you like best about the product?
It is very useful to have all our internal information in one place and AI helps to find the right information for particular queries using all our resources. Time-saving tool!
What do you dislike about the product?
Nothing! I am happy with the forethought AI so far.
What problems is the product solving and how is that benefiting you?
Agatha provides information promptly so that I and our teammates can help clients more effectively and efficiently. Also, this has greatly reduced the amount of time it takes us to respond.
Forethough AI
What do you like best about the product?
The apps ability to suggest relevant text to complete emails.
What do you dislike about the product?
Some formatting issues arise sometimes when I use predictive text.
What problems is the product solving and how is that benefiting you?
Answering emails quicker because the volume of what I have to send is high.
Great partner
What do you like best about the product?
I love the attentiveness of our CSM and the overall investment that Forethought puts into our relationship (weekly syncs, reliable updates, knowledgeable team members)
What do you dislike about the product?
Because of the complexity of our tickets, we haven't found much value in the Triage product.
What problems is the product solving and how is that benefiting you?
Forethought AI is helping our customers self-serve through ticket deflection and auto-mated macros for one-touch tickets.
Redundant for Some Purposes
What do you like best about the product?
It is nice to have the extra window where articles and information can be found, and it is nice that the window can be be minimized an moved around the screen to a more convenient location.
What do you dislike about the product?
This tool is redundant for agents that usually answer calls. It is just another place to search for articles and offers no other advantages I could appreciate as a call agent.
What problems is the product solving and how is that benefiting you?
The Forethought AI tool solved no problems for me and I felt that the features it offered me were redundant for my purposes. As I understand it, the main point is to find and suggest helpful info based and pre-existing records for the current case, but those do not exist for a phone case.
Forethought searches yield more relevant results
What do you like best about the product?
I like the predictive text and ability to do a relevant search across multiple internal setups that would typically be unconnected.
What do you dislike about the product?
Sometimes the ability to do a search yielding relevant results is inconsistent.
What problems is the product solving and how is that benefiting you?
Forethought AI is helping improve satisfaction and productivity by reducing resolution and troubleshooting times.
Niche use cases
What do you like best about the product?
That we are offered weekly customer support
What do you dislike about the product?
AI technology was not better than KW search technology on confluence or slack
What problems is the product solving and how is that benefiting you?
We were hoping to leverage AI to provide answers to commonly asked questions
showing 81 - 90