Forethought
Forethought.aiReviews from AWS customer
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Quick and reliable search
What do you like best about the product?
Cross-platform searching is super useful when you want to find out more about a particular key word, but do not know exactly where to find that information!!!!!!!!
What do you dislike about the product?
The AI can take some time to train, but once it is full trained, it worked very well!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
What problems is the product solving and how is that benefiting you?
Forethought is allowing for unconscious collaboration across support by leveraging the collective unconscious solutions, and having an AI sift through this and create links where you might otherwise not find them.
Looking forward to the workflow builder.
What do you like best about the product?
- suggestion of articles in chat and email
- creation of flows for customers to find the answer on their own
-option to report on some basic metrics like self-service rate etc.
- creation of flows for customers to find the answer on their own
-option to report on some basic metrics like self-service rate etc.
What do you dislike about the product?
- advanced reports like widget queries are not automated and we have to ask for an excel export everytime we want to analyse data and update content
- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily
- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily
What problems is the product solving and how is that benefiting you?
Saves time from Support for the most repetitive questions that customers have. Most of the easy questions are in the form of faqs so an article shared by forethought ai may prevent a generated ticket. Also, the support team can have better and quicker resources to handle requests more appropriately and on time.
Great tool
What do you like best about the product?
The bar is always available and it's easy to search for any resource. It's fast and it helps a lot when you have live contacts and you need to find a reference or documentation.
What do you dislike about the product?
Sometimes results are disorganized, you need to dig a bit to find what exactly you are looking for, probably a filter by date could be useful to have a more refined search.
What problems is the product solving and how is that benefiting you?
It's providing in a fast way all need to make my daily work easier, it's a very useful tool to provide an answer or an article reference to the clients and have a all in one hand solution.
it got stuck many times
What do you like best about the product?
We get articles, confluence pages and tickets at one place
What do you dislike about the product?
I have to click on the forethought multiple times to open it. Also, it shows the correct article only when exact title is entered.
What problems is the product solving and how is that benefiting you?
Helping in searching past related tickets.
A User-friendly Tool for Ticket Management
What do you like best about the product?
I like it because it is a user-friendly tool. Since it is integrated with Zendesk, I don't need to open a separate window to check for knowledge base articles or similar tickets related to the issue that I am searching for. Typing keywords in the search engine provides me with the possible answers I need. It speeds up my research time and the good thing about this tool I can mark favorites and put some notes. It's like a one-stop shop.
What do you dislike about the product?
Our company just recently launch this tool and I haven't experienced any downsides while using it. Most of us (users) are still learning about this tool. There are things they need to improve but so far my experience is good. I wish forethought has a user-preference setting that we can set on our own.
What problems is the product solving and how is that benefiting you?
It speeds up my time when doing research, looking for relevant knowledge base articles, and similar tickets. I don't need to open multiple tabs anymore. It helps me to close my working ticket faster! It is a great tool!
Good intention, poor execution
What do you like best about the product?
I like the intended functionality of the pop up.
What do you dislike about the product?
The pop-up is disruptive to standard workflows and does not share relevant information.
What problems is the product solving and how is that benefiting you?
I am not sure of what problems it is supposed to be solving but the recommended articles are not beneficial.
Forethought can do better
What do you like best about the product?
Streamlined the searching of help link/ documents / ticket and can paste exerpts of those directly to your existing ticket
What do you dislike about the product?
Still missing a lot of integration. Need to integrate other internal documents into one setting so you can access or search for them in one tool. Was looking into something like coveo
What problems is the product solving and how is that benefiting you?
Streamlined searching thru kb articles.
Forethought Review
What do you like best about the product?
We've loved how involved everyone on the Forethought team has been in answering questions, implementation, demonstrations, etc. If we ever have a concern or question, I can get full support from their team.
What do you dislike about the product?
The biggest pain points we see with Forethought are providing better data around their workflow builder and allowing their customers greater capacity to modify the workflows in each intent.
What problems is the product solving and how is that benefiting you?
Forethought is helping empower our customers and merchants better self-serve by directing them to our resources. This creates a better experience for our customers and decreases the amount of tickets that come into our queue.
Need to Shift from Startup Mentality to match competitors
What do you like best about the product?
The people are friendly and cordial, and are appropriately reactive when issues arise.
What do you dislike about the product?
While forethought reacts to problems well, they do a less than adequate job of predicting their client's needs. Agent assist utilization is low due to multiple bugs, but the forethought team did not spot this on their own, so the product went months with little attention. Data to prove the efficacy of their tools is slow to materialize when needed, which is concerning as this should be considered "table stakes" to launch a tool. Forethought has promise, but they have a stretch of road to travel to compete with some of their more mature competitors.
What problems is the product solving and how is that benefiting you?
Forethought is solving our needs on agent assist tooling and customer-facing chatbot solutions. This, when executed well, has the benefit of reduced agent handle times, increased agent CSAT/QA scores, and lower customer contacts.
Good tool for speeding up workflows
What do you like best about the product?
It was pretty smart to determine what I am looking for
What do you dislike about the product?
Sometimes it required me to re-login which was a slight annoyanced
What problems is the product solving and how is that benefiting you?
Speeding up my daily workflows to save me time
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