Forethought is an AI company that specializes in customer service solutions. Its Generative AI Platform is designed to transform customer service, allowing teams to resolve common cases instantly, route tickets, assist agents with relevant knowledge, and more. Unlike traditional chatbots, Forethought's cutting-edge Natural Language Understanding models are trained using real conversation history and knowledge base articles, making it more efficient and accurate.
The company offers expert-led AI implementation to accelerate ROI and strictly adheres to data privacy and security regulations, ensuring customer data is safe from harm. Forethought’s AI tool is designed for businesses of all sizes and industries and can help reduce ticket volume and improve customer satisfaction rates.
The company values diversity, innovation and welcomes people from all walks of life who are passionate about the potential of AI.
TLDR
Forethought's AI customer service platform provides pre-trained intents and intent recommendations, deflected tickets and personalized recommendations, and self-training capabilities. It easily integrates with third-party systems, offers high accuracy rates in ticket resolution, and follows ISO 27001 and SOC 2 compliance protocols. The AI implementation is simple and built on customer data, and Forethought's AI tool integrates with major help desks.
Forethought's Generative AI Platform is faster than traditional solutions and can handle complex support issues. The company believes in diversity and innovation and offers expert-led AI implementation and adheres to data privacy and security regulations.
Company Overview
Forethought is an AI company that aims to revolutionize customer service by providing a platform that can transform the entire customer service lifecycle. This platform is designed to resolve common cases instantly, route tickets, assist agents with relevant knowledge, and more. Gone are the days of traditional chatbots, as Forethought uses cutting-edge Natural Language Understanding models that are trained using real conversation history and knowledge base articles.
The company takes pride in providing expert-led AI implementation faster than any other solution, to help businesses accelerate ROI. Data privacy and security are also paramount, and Forethought's proprietary technology undergoes regular security design reviews and is compliant with ISO 27001 and certified for SOC 2.
Forethought believes that diversity and inclusion are crucial to innovation and welcomes people from all walks of life who are united by a common passion for the possibilities that AI can offer. The team thinks forward and embraces different perspectives, never settling for "good enough."
Founded by Deon Nicholas, the Forethought team includes talented and experienced individuals such as Co-founder and CTO, Sami Ghoche, Chief Customer Officer, Dave Ginsburg, SVP of Sales, Michael Stevens, VP of People, Rachel Robinson, VP of Product, EJ Liao, VP of Engineering, Alan Lu, and VP of Strategic Alliances, Aaron Verstraete. They are supported by well-respected names in the industry such as Chris Manning, Manu Kumar, Vanessa Larco, and more.
Forethought's Generative AI Platform is driving efficiency and ROI for top support teams. Businesses can see a demo of this platform and learn more about how Forethought is changing the customer support operations industry by visiting their website or emailing [email protected]
Features
Pre-Trained Intents
Accelerate Time to Value
Forethought's AI-first customer service platform provides access to pre-trained intents for the most common inquiries across E-commerce, Fintech, and SaaS industries. This allows teams to accelerate time to value by having a baseline understanding of what customers are asking for and how to address those needs. With pre-trained intents, companies can immediately start providing accurate and efficient support to their customers, without needing to spend excessive amounts of time on training the AI.
Stay Informed with Intent Recommendations
Forethought empowers admins with intent recommendations on new intents, allowing teams to stay informed across the latest trends and continuously meet customer needs. With intent recommendations, companies can quickly adapt to changes in the support landscape and ensure that their AI remains up-to-date on the latest terminology and industry-specific language. This feature saves valuable time when it comes to training and updating the AI, and ensures that support teams are always providing the best possible service to their customers.
Ticket Deflection
Forethought's Generative AI Platform is equipped with industry-leading Natural Language Understanding (NLU) models that train themselves on real conversation history and knowledge base articles, enabling cutting-edge ticket deflection capabilities. By understanding customer inquiries and routing them to relevant knowledge base articles, Forethought's AI can significantly reduce the number of tickets that require human intervention. Ticket deflection allows support teams to focus on more complex and high-priority cases and saves companies valuable time and money.
Integrations
Easily Integrate with 3rd Party Systems
Forethought's AI solution is designed to easily integrate with 3rd party systems. This empowers customers to take action and self-serve, as they can access support resources and take advantage of company offerings directly within the chat window. By integrating with 3rd party systems, the AI can provide personalized recommendations and solutions, making the customer experience more efficient and enjoyable.
Accuracy and Speed
Higher Accuracy in Ticket Resolution
Forethought's Generative AI Platform is capable of providing significantly higher accuracy rates in ticket resolution than traditional chatbots or even some human support agents. By utilizing NLU models that train themselves on real conversation history, Forethought's AI can understand the context of a customer's inquiry, provide personalized responses, and accurately route tickets to the appropriate team. The platform ensures that companies' support teams are providing the most accurate and efficient service to their customers possible.
Accelerated ROI
Forethought offers expert-led implementation of their AI solution, enabling companies to integrate and start using the platform much faster than other solutions. This accelerated ROI is due to Forethought's focus on providing an intuitive, user-friendly interface with intuitive training options. By enabling teams to train their AI quickly and easily, Forethought ensures that companies can take full advantage of the platform from day one, providing significant cost savings and improved customer satisfaction rates.
Security and Compliance
Regular Security Design Reviews and Compliance with ISO 27001 and SOC 2
Security and compliance are essential when it comes to AI solutions, and Forethought takes this responsibility seriously. Their proprietary technology undergoes regular security design reviews, ensuring that the platform is always up-to-date with the latest security protocols. Additionally, Forethought's AI is compliant with ISO 27001 and certified for SOC 2, providing customers with peace of mind that their data is secure and protected at all times.
Generative AI Platform
Transform Your Entire Customer Service Lifecycle on One Platform
Forethought's Generative AI Platform is the ultimate tool for companies looking to transform their entire customer service lifecycle. From resolving common cases instantly to tagging and routing tickets and assisting agents with relevant knowledge, Forethought's platform streamlines and optimizes every aspect of the customer support process. By utilizing cutting-edge NLU models that train on real conversation history and knowledge base articles, Forethought's AI provides personalized and efficient support that improves customer satisfaction and reduces costs.
Cutting-Edge NLU Models and Self-Training AI
Forethought's AI solution is designed with cutting-edge NLU models, trained on real conversation history and knowledge base articles to provide the most accurate and personalized support possible. Unlike traditional chatbots, Forethought's AI utilizes self-training capabilities, meaning that it becomes more intelligent and efficient over time. This allows teams to continually improve their support strategies and ensure that they are providing the best possible service to their customers.
Leave Traditional Chatbots Behind
Everyone hates traditional chatbots, and for a good reason. They are often frustrating, impersonal, and inefficient. With Forethought's Generative AI Platform, companies can leave traditional chatbots behind and start providing personalized support that is both accurate and efficient.
By employing cutting-edge NLU models, Forethought's AI can understand the context of customer inquiries and provide accurate, helpful responses every time.
Pricing
Forethought's AI pricing is based on the volume of tickets and agents that would leverage the tool. The cost will vary depending on your company's individual needs, but Forethought's implementation is surprisingly simple, and the tool starts helping the moment it ingests your data.
Unlike other AI tools that require a lot of input from customer support teams and a lot of upkeep, Forethought's AI is built on your data and can retrain whenever needed.
Moreover, Forethought's AI learns customer-facing data as well as internal-facing data, such as help articles, cloud docs, macro templates, and past customer service tickets, which generates real-time and relevant knowledge that the AI can ingest. Forethought's AI can index your entire corporate knowledge in a few days, and integrating Forethought into your workflow and helpdesk increases the chances that your team will start reaping the benefits of AI sooner.
AI tools can often result in a poor customer experience if they are not implemented effectively. At Forethought, we ensure that your customer experience is not automated or deflected, but rather that self-service options are effective and help customers and agents when done well.
Our AI solves more questions without human intervention, and we fine-tune our AI so that you can answer more questions correctly. We train our AI using automatic pattern recognition from data, so we can often train Forethought in a matter of days instead of months.
Forethought's AI integrates with Salesforce, Zendesk, ServiceNow, Kustomer, Talkdesk, and Dialpad, among others, and we are continually adding to our list of integrations. If possible, Forethought will point your attention to the exact portion of text that is relevant to resolving an issue, either by highlighting it or calling it out in some way.
Overall, Forethought's pricing is competitive and based on individual needs. Our AI tool is built on machine learning, specifically Natural Language Understanding, which means it understands the nuance of vocabulary used across other customers and their various complex queries. If you have complex support issues and are looking for a best-in-class AI tool for answering questions, Forethought is the right choice for you.
Contact us to learn more about our pricing and how Forethought's AI tool can benefit your organization.
FAQ
How can AI be used for customer support?
AI can be used to auto-route issues to the right place for resolution, find the highest-priority tickets, or remove spam from your queue. AI can also be used on the backend as well as on the frontend. At Forethought, AI is used to empower agents to surface better knowledge faster and respond to email tickets using macros or articles.
AI can still work on your website to help customers self-serve.
Why is Forethought's text-based approach effective for B2B organizations?
Forethought's text-based approach is effective for B2B organizations that are navigating multiple complex issues with content and question type. The AI can comprehend the nuance of vocabulary used across other customers and their various complex queries, solving more questions without human intervention. If you have complex issues, Forethought is here to help.
What is the difference between NLP and NLU?
NLU is a subset of AI that uses more sophisticated models and language processing than most AI that say they use NLP. NLU works even harder than NLP to ensure that customer queries and your internal data are understood even better.
This means that customers often get more accurate answers from AI the first time than they do with less sophisticated AI.
How is Forethought's AI implementation different from other AI solutions?
Forethought's AI implementation is surprisingly simple. The AI starts helping the moment it starts ingesting your data, and doesn't require major overhauls or a ton of upkeep to stay relevant because it’s built on your data and can retrain whenever needed. This means there is no need to spend a significant amount of time inputting data or maintaining the AI over time.
What types of customer support knowledge can Forethought's AI ingest?
Forethought's AI can learn customer-facing knowledge, such as help articles, cloud docs, and macro templates that companies have manually created as "sources of truth." It can also learn other, more unconventional sources of knowledge, including past customer service tickets and email conversations containing collective knowledge that is organically generated by your organization every day. The AI can index your entire corporate knowledge in a few days, which is faster than products that require specially-created knowledge.
