Forethought
Forethought.aiReviews from AWS customer
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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
Effective, agile, and continuously improving
What do you like best about the product?
First and foremost, it works. Our team has seen meaningful impact (driving customer support inquiries to self-service) that continues to improve with time. We have also experienced personalized service and success from the Forethought team to help optimize our tech setup for our program, which has a fair degree of customization and nuance.
What do you dislike about the product?
There have been a couple of instances when new code releases or testing on the Forethought side have interrupted our program. Their team has always responded promptly. Turnover on our account team has been a challenge at times, as well.
What problems is the product solving and how is that benefiting you?
Scalability of our customer support and success. We have deployed half a dozen applications of Forethought's technology to enable our customers to self-serve help needs or utilize automated workflows to accomplish a task. This has enabled our support and success cost to grow much more slowly than our top line.
Using Agatha Assist has increased my productivity tenfold
What do you like best about the product?
Adding and saving notes as well as sharing them for other members of the team. Also searching the keywords in specific tickets and our own help center as much as possible.
What do you dislike about the product?
Ticket searches and help center searches are not accurate sometimes, it would be great to have more than just three results appear at a time for Help Center articles as well. Also the ability to one-click add the article you know will fit so that you do not have to click through to another menu.
What problems is the product solving and how is that benefiting you?
Productivity and fastness of ticket replies, this is really great at assisting me in achieving my SLA when replying to customer's tickets that much quicker and providing custom responses that I can save without a big hassle.
Handy to Support other Automation
What do you like best about the product?
I like agatha predict's ability to predict what a case is about before anyone even looks at it personally. It is a super advanced feature I am glad that we are using.
What do you dislike about the product?
We seem to be at the limit of accuracy improvement to this prediction. When we suggest adding a few inputs to boost the algorithm's prediction accuracy, we hear concerns about making the system too complex or adding noise. However, we have only 60-70 % accuracy in the agency id prediction. We use this id to help us filter which notices can go to our Optical Character Recognition service for automatic indexing. Not having the ability to rely on this output is putting hindrance to our ability to automate this resolution process. I wish there was a way to tailor the algorithm or build it to be a bit more accurate.
What problems is the product solving and how is that benefiting you?
Agatha predict is a cornerstone of our pre-work to resolve tax notices on behalf of our customers. With very limited inputs we are able to give a rough prediction of some of the data the notice is pertaining to. This is used to give our manual reviewers a head start in indexing the notice and analyzing it for a solution.
Forethought has been helpful finding quick things in FAQ
What do you like best about the product?
The reason I like forethought is the quickness you are able to find helpful information. It has helped answer simple questions much easier. You are able to quickly locate information.
What do you dislike about the product?
The reason I don't use Forethought for everything is when investigating issues, I find it easier to use a full screen and utilize using multiple tabs. That is what I am used to doing.
What problems is the product solving and how is that benefiting you?
Forethought has help me find answers quickly as mentioned above, it has helped answer simple and easy questions by letting me use our knowledge base we already have.
Excellent
What do you like best about the product?
Overall experience within the dashboard. I also like the tooltips and integrations!
What do you dislike about the product?
None so far, everything looks good for now!
What problems is the product solving and how is that benefiting you?
Chatbot analytics
Great AI, has reduced tickets greatly
What do you like best about the product?
Automatically suggests help center articles that reduces the number of tickets our team needs to answer.
What do you dislike about the product?
Sometimes suggests the wrong articles when we have an article that should be suggested
What problems is the product solving and how is that benefiting you?
Reducing the number of self serve tickets and saving us a ton of time.
Useful tool with great account management
What do you like best about the product?
The account rep, Zach, we've worked with has been stellar, going above and beyond to provide excellent support to my team. Forethought has also significantly reduced our initital time to respond to customer escalations, and it's been handling the majority of tickets that fall within the scope of the AI's training.
What do you dislike about the product?
Forethought requires a lot of data to add new automated responses, which can be time-consuming, especially when the purpose of the tool is to reduce workload. I wish there was an easier way to passively gather data without making changes or a crash course on easy changes to make to Zendesk.
What problems is the product solving and how is that benefiting you?
It helps reduce our time to respond to customer escalations, especially on simple/high volume escalations, which frees up our customer service representatives' time.
Improving CSAT with ease
What do you like best about the product?
I like how it takes the customer experience and makes it easier for both the company and the customers themselves. Providing them in-depth self-service opportunities to help them with their issues without having to call.
What do you dislike about the product?
I have no dislikes towards the Forethought product.
What problems is the product solving and how is that benefiting you?
It's improving our CSAT, which at the end of the day the goal is to help our customers quickly and efficiently.
Forthought is Saving my Metrics!
What do you like best about the product?
I like how I can access my resources for work without exiting zendesk. Grabbing links for help docs and snippets from our online resource library is much faster without having to load up several web pages.
What do you dislike about the product?
I don't like that I am unable to scroll article previews so that I can copy specific information from help documents without loading the entire web page. Would be nice if you could just grab text from the page in the preview so we know we are accessing the right material. Better sorting/filtering would be helpful as well.
What problems is the product solving and how is that benefiting you?
It is improving my work metrics and ticket answering time because I am able to access work resources quickly and efficiently. Our company sight is usually very slow to load so this helps ALOT!
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