What Sets Forethought Apart

Forethought’s AI will make your customer support team better, help agents and their managers work more strategically, and solve more customer problems more efficiently. Using our AI, you can save time, look like a boss, and make your customers happier.

Forethought’s AI will make your customer support team better, help agents and their managers work more strategically, and solve more customer problems more efficiently. Using our AI, you can save time, look like a boss, and make your customers happier.

Agatha Answers is a tool for customer service augmentation and increases agent productivity. Agatha lets your agents tap into all of your corporate knowledge within their helpdesk--no more opening five screens to find an answer. Agatha recommends answers to agents, which is especially helpful when the question is complex or the agent is new. And Agatha surfaces best responses from previously-answered questions so your agents learn from each other.

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What makes Forethought different from other AI customer support automation tools?

Too frequently when a customer support team begins making use of AI tools, they’re forced to make sacrifices in terms of quality of service, accuracy, and customer satisfaction. 

With Forethought, you don’t have to make this trade-off. We fine-tune Agatha so that you can answer more questions correctly without turning into a chatbot that will burn you. 

Another problem that occurs with most AI out there is that it’s rule-based. But maintaining a set of rules is as hard as you might imagine. Customer support teams end up managing all of this and end up using up the time they saved in the first place by automating things just to work out the kinks and to catch the rule-based bot’s mistakes. 

Agatha is trained on your institutional knowledge and built using machine learning, which means she doesn’t have to be taught a series of rules. She learns to recognize patterns better than a human can. Welcome to saving time and accurately solving problems using AI.

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What is Agatha’s AI technology?

Agatha is powered by artificial intelligence, but more specifically by machine learning. More specifically, she’s powered by Natural Language Processing. But even more specifically, she’s powered by Natural Language Understanding!  

Whether you’re in the market for a chatbot or an answer recommendation engine for customer support, a best-in-class AI tool for answering questions should be able to interpret the underlying intent of a question without requiring a set of keywords. NLU is a technology that interprets the “intent” of a question without keyword matching.

To better understand “intent, take the example of how Google Search has evolved over the years from keyword-based search to intent-based search. Not long ago, if someone in San Francisco wanted to know the weather, they had to search something similar to “weather San Francisco”

Now, if someone searches “how hot is it outside,” Google will understand the intent of the question even though the search never specified “weather” as a keyword.

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What knowledge sources can Agatha use?

Because Agatha is built on your institutional knowledge instead of a series of rules, it’s important to share what types of customer support knowledge she can ingest! 

A best in class AI tool should be able to tap into the entirety of your corporate knowledge, both centralized and organic, without requiring specially-created knowledge. 

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How easy is Agatha to implement and maintain?

In evaluating any enterprise solution, you have to compare the upfront cost of implementation and the cost of ongoing maintenance.

Time to implementation:

  • Knowledge preparation (days): Agatha can index your entire corporate knowledge in a few days.

    • In contrast, products that require specially-created knowledge (see above) can take weeks or months on this step.  
  • Train model (days): Agatha can be trained in days and ready to start as early as next week.

    • This is because Agatha is trained using automatic learning (automatic pattern recognition from the data).
    • In contrast, products that require rules-based learning (where you create answers to questions using If-This-Then-That logic) can take weeks and months on this step.
  • Employee learning curve (none): Agatha integrates into your helpdesk tool to minimize the learning curve for your employees.

    • This is because Agatha is trained using automatic learning (automatic pattern recognition from the data).
    • In contrast, products that require rules-based learning (where you create answers to questions using If-This-Then-That logic) can take weeks and months on this step.
    • Whether you use Agatha to Solve the simple issues before they ever touch an agent, Triage issues by predicting tags the moment they come in the door, or Assist agents by surfacing relevant cases when trying to resolve a customer issue, the learning curve is minimal compared to the mountain of work Agatha will remove from your plate entirely.

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