Forethought
Forethought.aiReviews from AWS customer
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Awesome product for Ticket Management
What do you like best about the product?
Forethought triage and assist model has made our ticket management a lot more manageable because Zendesk triggers and automation can only do so much. Forethought with its AI machine learning studies our customers interaction and picks out the key words to properly triage our tickets in the right queue so our agents can get to them faster.
What do you dislike about the product?
Due to how we operate Zendesk, it took implementation a lot longer than expected, but once we got all of the loopholes out of the way, it worked perfectly. The most important thing here is to ensure constant communication between internal teams and Forethought.
What problems is the product solving and how is that benefiting you?
The problem Forethought Ai is solving is faster and more effective ticket routing so our agents can focus on delivering quality customer support. This resulted in improved SLA and CSAT.
I have not been able to find a purpose
What do you like best about the product?
The UI is slick and its unobtrusive on SalesForce (where I use it)
What do you dislike about the product?
It has not increased my access to information in a way that is useful
What problems is the product solving and how is that benefiting you?
Searching cases
Game Changing Experiencing
What do you like best about the product?
Assist has been so efficient and has changed my entire work experience. Everything is so easily accessible and user-friendly. Great experience!
What do you dislike about the product?
Sometimes it can be glitchy where I can't press certain buttons on the display or it will not copy and paste correct, but we're hoping those are just updates!
What problems is the product solving and how is that benefiting you?
The auto-fill has been quite helpful and the suggestions for more complicated customer requests are what I use it most for.
Nice tool, needs some adjustments
What do you like best about the product?
The menu is easy to navigate and it is straight forward.
What do you dislike about the product?
Translation feature is not as good. deletes transaltions without saving them and it creates a lot of work for the agents to do the translations again.
What problems is the product solving and how is that benefiting you?
Helps with AI in different languages.
I like how customizable it is so we can relate it to our specific customer base
What do you like best about the product?
I like that we can name the chatbot and give it a specific icon
What do you dislike about the product?
Sometimes it doesn't catch the right help center articles
What problems is the product solving and how is that benefiting you?
Helping a little bit to prevent unnecessary support tickets
Forethought has added a ton of value
What do you like best about the product?
We've been with Forethought for over two years.... it's easy to use on the backend and they've added a ton of features in the last couple of years that make it easier and easier to use. One of the main reasons we picked Forethought originally because it was they offer an agent-focused package and not just a customer-facing AI chat bot. We are able to use one platform for both internal and external audiences.
Their Discover feature has been a great addition - helping us to find gaps in our knowledge base and also crafting rough drafts of those missing articles. This has greatly streamlined our knowledge creation. Forethought also allows us to offer some level of customer service 24/7. Most of our customers are using our application after regular business hours - we support an industry with non-traditional working hours. With Forethought, our customers can get answers even our customer support team has already left for the day.
The team at Forethought is second to none - Hanna and Shitij have been fantastic to work with - really helping us to improve our use of the platform and get the most out of our investment. They genuinely have been wonderful to work with. Everyone we've encountered has be great.
Their Discover feature has been a great addition - helping us to find gaps in our knowledge base and also crafting rough drafts of those missing articles. This has greatly streamlined our knowledge creation. Forethought also allows us to offer some level of customer service 24/7. Most of our customers are using our application after regular business hours - we support an industry with non-traditional working hours. With Forethought, our customers can get answers even our customer support team has already left for the day.
The team at Forethought is second to none - Hanna and Shitij have been fantastic to work with - really helping us to improve our use of the platform and get the most out of our investment. They genuinely have been wonderful to work with. Everyone we've encountered has be great.
What do you dislike about the product?
Nothing! They are a great team who has put together a fantastic application.
What problems is the product solving and how is that benefiting you?
Forethought is allowing us to scale our customer service to a 24/7 self-service capability, which is great for us, as we serve an industry with non-traditional business hours. They've introduced features that lift the operational burden off our shoulders and make it easier to maintatin our customer knowledge base and facilitate customer communications. There is a significant investment to use Forethought, but it's cheaper than what we would have to spend to increase our staff to meet the customer demand that Forethought is currently handling for us.
Agatha (Forethought AI) has allowed our team faster access to information for our Customer!
What do you like best about the product?
Ease of use! Agatha is always there within Zendesk and quickly serves up information for our agents to more efficiently assist our customers and has cut down our time in responding significantly.
What do you dislike about the product?
The only thing I'm not a fan of is the pink (movable) overlay tag. No matter where I place it I manage to obscure something else. This is not the fault of Agatha.
What problems is the product solving and how is that benefiting you?
Agatha locates and presents historical responses to similar questions for the team and even suggests tickets or macros to help the customer. As a team Lead for our agents it frees up a time from me for answering questions adn allows me to better address more intricate issues with the team as a whole.
Supportive and Customized Support
What do you like best about the product?
It has been great to see the product evolve. Specifically, I feel as though, as a customer, the product team is listening to and (most importantly) applying feedback that we provide.
What do you dislike about the product?
The product is definitely rapidly evolving, so there have been features or items that I'd expect that weren't available out of the box. That said, the Customer Success team has worked closesly with our team to determine workarounds and escalate feedback.
What problems is the product solving and how is that benefiting you?
Forethought AI is supporting us in our self-service efforts and improving the agent experience. This is enabling our team to invest more into upleveling the customer experience.
A Powerful Customer Support Tool
What do you like best about the product?
It is a straightforward and it is easy to begin seeing your ROI right out of the gates. They seem to be the only AI company that focuses on how to help agents self-serve as well as customers.
**Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought.
**Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought.
What do you dislike about the product?
**Updated**:
Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution.
Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution.
What problems is the product solving and how is that benefiting you?
We use Forethought to help address several aspects of our support:
1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers.
2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members.
3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers.
4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve.
5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team.
1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers.
2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members.
3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers.
4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve.
5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team.
Great resource for quick email response
What do you like best about the product?
Auto complete and links to related cases, support articles and template responses
What do you dislike about the product?
It might not pull the most accurate data or embedded links can be broken
What problems is the product solving and how is that benefiting you?
Auto completes with most used responses
Quick access to links and possibilty to add them to the email
Template emails
Quick access to links and possibilty to add them to the email
Template emails
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