Why is support triage so difficult? Because it takes a lot of time to read and prioritize every ticket. Forethought can help reduce costs associated with triage by reading every ticket instantly. Because Forethought's AI understands sentiment and intent, it can also make sure every ticket is accurately routed and, if needed, escalate to the right person or department.Let's Chat
Do you have some agents that are better with unhappy customers than others? What about agents that are better at helping with really technical questions? Forethought Triage can help make sure your customers are routed to the right agent based on their needs and the agent's skills.
Most tools triage and escalate based on keywords, which leads to incorrect routing and unhappy customers. Forethought's AI can understand sentiment and intent, which allows it to more accurately route and escalate tickets to the right person.
Instead of helping customers in need, agents often spend much of their day filtering through spam. This results in higher costs and unhappy customers. Forethought can auto-detect your spam before your agents ever see it so they can spend their time helping customers.
Support tickets are usually a goldmine for your product team. The problem? Digging through hundreds of thousands for tickets for product insights can take a lot of time. Forethought can automatically tag tickets about product problems or suggested improvements, making it easier for your product team to get meaningful, timely feedback without all the work.