Forethought uses AI to create a better self-service experience, improve routing and tagging, and help your customer service agents deliver fast, accurate answers to new inquiries.
Created for teams using:
Forethought will answer common, repetitive tickets automatically to reduce your agents' workload.
Help customers at multiple touch points, including email, help center, and more.
Resolve simple issues
Offer customers the information they need to resolve simple issues like how to reset a password or changing account settings.
Help more customers faster
With recurring tickets out of the way, focus your attention on resolving other tickets more quickly.
Categorize and route tickets to the right agent.
Case Prediction and Categorization
Forethought analyzes sentiment to accurately predict and tag incoming cases and reduces manual work for your team.
Route Based on Agent Ability
Don’t leave customers waiting in a queue. Forethought will connect customers to agents with the right skills to help them.
Instant Ticket Triage
Have incoming cases routed right away and free up more agents to help customers.
Suggested solutions and articles found and surfaced for agents to consider.
Forethought recognizes and retrieves relevant previous tickets and articles to help agents.
All of your support team’s knowledge is available through Forethought’s search bar.
Quick Reply Actions
Reply to customers faster by attaching articles or using previous responses, all in one click.
Measure the ROI of Forethought to see how it benefits agents’ workflows.
Get an up-to-date picture of how Forethought is helping your support team’s performance.
Create reports and dashboards that you can share with your team or organization.
Identify the Gaps
Pinpoint where the gaps in your knowledge documentation and support operations are.
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Senior Director, Global Support & Community