Forethought
Forethought.aiReviews from AWS customer
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Bumpy at first but definitely worth it in the long run
What do you like best about the product?
Spent several months using Forethought Assist, and I have to say that it is an excellent and very convenient tool for keeping direct access to your KB (internal and user-facing), as well as easy access to notes and templates. It is an amazing tool that I wish was added by default to Zendesk.
What do you dislike about the product?
It took a little time to reach that sweet spot where Forethought Assist's tools were of complete use for me as an agent handling customers via chat and email, mainly during the implementation of Forethought's Assist extension; but after that, although there were some issues with their chatbot here and there, it was mostly a smooth experience and they are extremely responsive and fast to fix issues whenever they did happen to come up.
What problems is the product solving and how is that benefiting you?
It helped me, all tiers of customer-facing agents, and anyone using Zendesk with their assistant tool really, to have a far more efficient experience and waste much less time researching, as having to access multiples tabs for information, templates, and to write down notes whenever needed would cause people to lose time or even get distracted and not only waste time on a simple task, but possibly even end up procrastinating. Having direct access to almost all of the tools I needed directly in one tab helped not only with saving time but also organizing and sorting any information I needed to save or keep note of.
Forethought has some great features but needs work to be outstanding
What do you like best about the product?
I like how easy it was to implement. Additionally, the UI is user-friendly and has been easy to manage. Through the use of Forethought we seem to have been able to deflect a significant number of simple tickets from our support desk.
What do you dislike about the product?
The inability of the Forethought widget to ingest and present our ticketing system's native Ticket Form has been limiting, especially when it comes to reporting and using their built-in dashboards. It is difficult to determine exactly how successful we have been.
What problems is the product solving and how is that benefiting you?
Forethought is solving the problem of deflecting the simple tickets we receive. The team no longer needs to send the same response to the same question multiple times. It surfaces content from our Help Center to address client questions without needing agent interaction.
I absolutely love it!
What do you like best about the product?
I love the way it pulls articles from the guide to use on current tickets.
What do you dislike about the product?
The predictive text does not seem to work well for my writing style.
What problems is the product solving and how is that benefiting you?
Finding previously written material related to the current ticket's issue. It is making my ticket reviews times decrease.
Great way to easily source answers for my customers and helps be be confident in my answers.
What do you like best about the product?
Being able to quickly find answers from our material to quickly respond to customers.
What do you dislike about the product?
the interface isn't super friendly on a small screen like a laptop as it obscures a lot of information on screen.
What problems is the product solving and how is that benefiting you?
Quickly being able to source vetted answers to inspire confidence in our customers.
Forethought has helped me find valuable information quickly and confidently
What do you like best about the product?
I can quickly search multiple tools at once for information to troubleshoot and resolve issues. This not only helps me to reduce the time needed for investigations but helps me avoid asking questions that have already been answered.
What do you dislike about the product?
Sometimes I have to sift through un-relatd or not relevant resources.
What problems is the product solving and how is that benefiting you?
Reduced time to resolution, improved collaboration, quickly and confidently troubleshoot.
Love Forethought
What do you like best about the product?
Forethought is great! Easy to use and helps me find information to resolve my cases much quicker than I was able to before. Highly recommend!
What do you dislike about the product?
I do not dislike anything. It has been very easy to use.
What problems is the product solving and how is that benefiting you?
Forethought makes it so much easier to find relevant information to help me solve cases faster.
Easy to access
What do you like best about the product?
Easy to use and fast load all information
What do you dislike about the product?
when expanding data , it would be best if it does not open an new tab
What problems is the product solving and how is that benefiting you?
It solve recurring questions
Forethought AI made our work easier by automating our knowledge base
What do you like best about the product?
I don't have to memorize what articles we have. It suggests the best solution for the issue at hand.
What do you dislike about the product?
Sometimes, the appropriate article/solution does not come up at first so you will have to manually search for it.
What problems is the product solving and how is that benefiting you?
It shortens the time in finding help articles to resolve our customer's issues.
Implement Foretoughts
What do you like best about the product?
Interface
AI engine
Dashboard for report and tracking
AI engine
Dashboard for report and tracking
What do you dislike about the product?
It's a big change on the internal process to make sure the AI engine is feeded properly
What problems is the product solving and how is that benefiting you?
Reducing the number of tickets that are sent to agents and helping the triage process
It helps up to be more productive and efficient
It helps up to be more productive and efficient
Great AI-powered customer service
What do you like best about the product?
Learns really fast and provides accurate answers.
What do you dislike about the product?
Flow and answers could not be customized.
What problems is the product solving and how is that benefiting you?
It solves the issue with instant support to site visitors. They do not have to wait for live CS.
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