Forethought
Forethought.aiReviews from AWS customer
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Some features are worthwhile if you don't have other options, but the pricetag is kind of staggering
What do you like best about the product?
Their customer support team is very responsive and we have very little issue getting help when needed. The widget worked as intended and allowed customers to self serve without our help.
What do you dislike about the product?
It was incredibly cost prohibitive. Already having a program, like Zendesk, that has a similar integration (that we just hadn't set up yet) the cost that Forethought was charging us was quite staggering.
What problems is the product solving and how is that benefiting you?
It's allowing customers to self serve, gain access to FAQs and try to troubleshoot prior to asking for our intervention and assistance. It allows us to focus our time on tickets that need deeper help.
Triage has been great for us, some suggestions for improvement
What do you like best about the product?
Forethought helps to save time on agents filling out case fields, and helps identifies cases where there may be an incident. There's a lot of applicability for this and we appreciate how these models can be updated to be more accurate and reliable
What do you dislike about the product?
Wish there were more ways to report on and understand how well triage models were performing outside of coverage and accuracy (i.e. how many fields were revised after forethought predicted a field)
What problems is the product solving and how is that benefiting you?
Forethought helps us to catch high-priority issues and saves time in reviewing cases. Pinpointing priority and case reason helps our agent know the expectations on the case and saves some time in investigating the issue.
Forethought AI Review
What do you like best about the product?
I like that it pulls up helpful past cases and articles so I don't have to leave a case to search for a repetitive answer.
What do you dislike about the product?
Sometimes it doesn't work exactly the way I want, or does not pick up on keywords I type. I wish it could recognize key words and similar words.
What problems is the product solving and how is that benefiting you?
Its solving the problem of looking for repetitive answers, and keeps things in one place so essentially saving me time.
Customer Service Game Changer
What do you like best about the product?
Forethought AI is helping our organization step into the future of Customer Service by giving us easy access to conversational AI while also supporting our internal efficiency. We're using two Forethought AI tools at the moment: Triage and Solve. The great thing is that Solve is helping us to deflect and capture information directly from the member and then seamlessly hand off those cases to our queues. In the queues, Triage picks up and helps us to make sense of the data, improve the accuracy of the data categorization, and reduce the manual work on our team.
What do you dislike about the product?
We've only been using Forethought AI for a brief period of time and the only challenge through implementation has been ensuring that we have the right technical parties involved on our side. The product itself has been straight-forward and the support from the Forethought AI Team has helped to get through that.
What problems is the product solving and how is that benefiting you?
Forethought AI is helping with two key challenges in the business: internal efficiency and case deflection. We're using Triage to support our internal efficiency, improve accuracy of data categorization, and reduce manual work from agents. We're using Solve as our tool to deflect incoming cases and capture better information from members at the time of contact to increase first contact resolution.
Amazing Product & Team
What do you like best about the product?
Forethought's tooling is pretty amazing in combining all of our internal/external resources in one place and provides the best suggestions for our customer service agents to respond back to our clients. The Agatha tool was the first tool we used, but the Assist Anywhere is a game changer. We also love our weekly meetings with Dan and the team - they are extremely thoughtful, valuable and overall great people to work with.
What do you dislike about the product?
Can't think of one at all!
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What problems is the product solving and how is that benefiting you?
We have several different resources (both internal/external) and it would take our agents a while to look these up in order to respond to a client's inquiry. Assist Anywhere has provided us with a solution for onboarding new agents and helping tenured agents reduce average handle time and closing tickets quicker than we were previously.
The Forethought team has been great to work with!
What do you like best about the product?
Forethought has been extremely responsive to our needs throughout our partnership. As a new business, we're often updating our processes, and we've appreciated how quickly the team has been able to meet and help out with each of these. Their AI also works well within the chatbot.
What do you dislike about the product?
Because there have been changes made to the product over the past year (usually great improvements!), we've seen some bugs pop up as a result. That means we have to keep a close eye on the chatbot with each of these, but Forethought's team has been very helpful in resolving them quickly. Reporting is also very minimal, but I know there are efforts being made to improve that.
What problems is the product solving and how is that benefiting you?
The chatbot has helped a good portion of our customers self-serve when they reach out with a support request. This gives us a good idea of where we can improve our workflows and also helps relieve some of the workload on our support team
Vital Utility & Great Support
What do you like best about the product?
Forethought not only has a great platform from a technology point of view but also backs its platform with great support and service. They've been super responsive to any and all feedback that we've provided and have demonstrated a bias for quick action -- leading to an even better product.
What do you dislike about the product?
At this point there honestly isn't much to dislike. In my view, they are an industry leader and are working to become the standard. Still, a little work to do in the realm of being able to customize and diversify acknowledgment statements that the bot uses to help it feel a little more conversational, but it's getting there.
What problems is the product solving and how is that benefiting you?
Forethought enables us to be available 24/7/365 for all the most common reasons that we're contacted. It also provides us with the flexibility to provide on-the-fly updates to address new and trending items as we experience any unforseen problems. Both of these pieces ensure that through the ups and downs, our customers are getting the timely responses that they hope for and that our department is positioned to scale as efficiently as possible.
Exciting Possibilities
What do you like best about the product?
Forethought's design and usability are accommodating both internally and for our customers. The auto-fill/predictive text feature has been a huge help to the team as they write emails. The support from their team is responsive, understanding, and feel just as engaged in the creative problem-solving process as I am.
What do you dislike about the product?
I think they have a great concept and general direction, but they are still in the process of getting things working the way they should. Just some slight bugs here and there!
What problems is the product solving and how is that benefiting you?
From launch, we have seen a decrease in order status tickets which has freed the team up to focus on other, more complex tickets. We're working to build out the widget chat bot even more to increase our ticket deflection rate.
Good Product with helpful team!
What do you like best about the product?
The help center querying is really helpful for our users. The Forethought team is also super helpful and willing to assist!
What do you dislike about the product?
They are working to make their product more agile, so we are excited for this.
What problems is the product solving and how is that benefiting you?
We are trying to increase self service and customer experience via chat.
Extensive Evaluations lead us to GOLD standard solution
What do you like best about the product?
Product/support from the Forethought team
What do you dislike about the product?
Nothing yet. I am overall pleased with everything so far- I'm about a year "in"
What problems is the product solving and how is that benefiting you?
We layered forethought Agatha solve product onto our zendesk chat widget- leveraging AI. Doing this has lowered our contact rate, deflected self serve capable tickets and increased our CSAT
Recommendations to others considering the product:
Forethought AI has a focus on focus approach. When you have evaluated as many tools as I have, this was an easy choice- PLUS you can start with 1 product and build your suite into your account as needed to scale ops. This is not only easy for me budget-wise, but for my ops team to implement, the relationship remains stable and they in turn should generate more revenue. win- win
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