Forethought
Forethought.aiReviews from AWS customer
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It has been a good experience so far. Very straightforward!
What do you like best about the product?
Pretty straightforward to add in the bot responses and create new ones!
What do you dislike about the product?
Not always the most intuitive for where everything is. I don't always know what each icon means on the side bar or where the ... leads to.
What problems is the product solving and how is that benefiting you?
FT is helping with reducing inbound chat volume. This allows our agents to focus on complex issues rather than easy to solve issues.
Easy to skim and search for knowledge base
What do you like best about the product?
faster and more convenient to use when it comes to searching the knowledge base.
What do you dislike about the product?
I see none for me to dislike the new feature
What problems is the product solving and how is that benefiting you?
Gives relevant information
Promising chatbot software
What do you like best about the product?
Forethought has the potential to be a very powerful tool for teams to automate support and sales interaction. The agentic capabilities continue to grow, and with the right onboarding, your team can be set up for success within a few months.
What do you dislike about the product?
The product isn't always intuitive, so you may have to rely on your CSMs and Forethought's support team more than you may want to. Better knowledge centers and dedicated onboarding time could really help customers find value quicker.
What problems is the product solving and how is that benefiting you?
Forethought is helping deflect upwards of 60% of our incoming chats. This helps our team focus on the high-IQ problems, and less-so on the easy, repeat questions.
Great help for Customer Support
What do you like best about the product?
The fact that it learns with the system, it's very helpful for current and future users when suggesting answers for different tasks/queries.
What do you dislike about the product?
Users might have a challenge during the initial stages of implementation due to the lack of data.
What problems is the product solving and how is that benefiting you?
It helps with suggesting help articles for customer support.
Great! It is helpful to me
What do you like best about the product?
It helps me quickly access related cases. I can also access my macros and type in some notes that can be useful for the cae.
What do you dislike about the product?
Sometimes it is having downtime. I can't access it sometimes, and I am often logged out
What problems is the product solving and how is that benefiting you?
Frequent logout and down-time. It will help greatly
Forethought AI - User friendly, Unique UI design and Very helpful
What do you like best about the product?
Forethought AI has actually helped me to easier find related tickets in Zendesk more and very easy to use; that's why I suggest it to my colleagues to utilize it.
What do you dislike about the product?
Nothing much, aside from sometimes it's taking lot longer than usual to show or display the result. But most of the time, the performance is pretty great which is really a plus specially in dealing with mutiple tickets.
What problems is the product solving and how is that benefiting you?
Currently, Forethought AI is helping our Support Team in better handling our ticket buckets by providing us suggestion of old tickets or related tickets from what we are currently reviewing.
great to have this app as it helped me on my day to day activity as a support.
What do you like best about the product?
Like it's ability to identify related topics that i need for the ticket i'm handling.
What do you dislike about the product?
None so far. It's helping me on my day-to-day activities so I don't have any issues.
What problems is the product solving and how is that benefiting you?
More on ticket handling it was able to generate related questions and/or answers relevant to the inquiry im handling. And it helped me provide resolution to tthe customer more efficiently.
Great Software
What do you like best about the product?
I like the flexibility of Forethought. You tell them what you want to be solved and they build a model to work for you.
What do you dislike about the product?
I didn't like the wait to get the models up and running, and the ever-changing CSMs that managed my account.
What problems is the product solving and how is that benefiting you?
Its solving my baseline support requests so that my agents can focus on the tickets that they need to work on.
Customer Support Team Lead
What do you like best about the product?
I like the AI capabilities of this product. What I like the most is how it learns our database and combines everything in one place. At the same time notes are really useful too.
What do you dislike about the product?
I think that sometimes the accuracy of the article-searching algorithm is not optimal. I think it's important to find the sweet spot of the algorithm's intelligence.
What problems is the product solving and how is that benefiting you?
It saves a lot of time. I think that would be my number one argument for its value. It gathers all of our resources in one place which has proved very helpful. Plus the bot is super helpful too.
The Forethought AI made looking for resources easier
What do you like best about the product?
I like that it's easier to search for support articles since it's added in Zendesk. The option to save the items makes it a lot easier to locate similar resources.
What do you dislike about the product?
I don't dislike anything since I think there's still a lot to improve in the app, but it would be great to have it as a main tool in Zendesk instead of a separate app.
What problems is the product solving and how is that benefiting you?
The problem of opening multiple tabs to locate multiple resources is eliminated through Forethought AI because of it's ability to easily search for these resources.
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