# Forethought Reviews **Vendor:** Zendesk **Category:** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents) **Average Rating:** 4.3/5.0 **Total Reviews:** 166 ## About Forethought Forethought's Agentic AI solution empowers customer-centric companies to deliver faster, smarter customer support that goes beyond basic automation. By actively learning, making decisions, and providing intelligent responses, our AI enables support teams to achieve industry-leading results while minimizing inefficiencies. Designed to adapt to your company's unique needs, Forethought's AI handles repetitive inquiries so CX reps can confidently focus on high-value interactions. With an emphasis on productivity, personalization, and reliability, Forethought ensures you stay in control while improving customer satisfaction and loyalty at every touchpoint. ## Forethought Pros & Cons **What users like:** - Users appreciate the **helpful features** of Forethought, transforming workflows and enhancing customer support efficiency effortlessly. (23 reviews) - Users commend Forethought's **responsive customer support** , with knowledgeable staff eager to assist promptly and effectively. (19 reviews) - Users appreciate the **ease of managing AI workflows in multiple languages** with Forethought's intuitive translation and editing features. (16 reviews) - Users appreciate the **outstanding customer satisfaction** with Forethought, highlighting responsive support and continuous improvements enhancing their experience. (16 reviews) - Users commend Forethought for its **efficiency in support** , significantly speeding up responses and streamlining customer interactions. (16 reviews) - Users find Forethought to be **very easy to use** , benefiting from seamless navigation and intuitive features. (15 reviews) - Users appreciate the **user-friendly design and extensive features** of Forethought, enhancing productivity and simplifying workflows. (15 reviews) - Integrations (10 reviews) - Automation (9 reviews) - Analytics (8 reviews) **What users dislike:** - Users experience **delays** in response and information updates, affecting the seamlessness of their overall experience. (5 reviews) - Users experience **long delays** in response time for changes, impacting the overall efficiency of the product. (5 reviews) - Users find the **high cost** of Forethought challenging, impacting budgeting and ROI considerations significantly. (4 reviews) - Users find the **expensive pricing** of Forethought challenging for budgeting, questioning the overall return on investment. (4 reviews) - Users find the **learning curve steep** with Forethought, but anticipate improved comfort with more experience. (4 reviews) - Users experience **time delays** in implementation and project completion, affecting overall efficiency and satisfaction. (4 reviews) - Users find **reporting challenging** due to manual exports and ambiguities in separate data sets, complicating analysis. (3 reviews) - Users find the **dashboard issues** in Forethought's analytics frustrating, often needing to export data for better clarity. (3 reviews) - Improvements Needed (3 reviews) - Lack of Insight (3 reviews) ## Forethought Reviews ### 1. Reliable Support, Customizable and User-Centric **Rating:** 4.5/5.0 stars **Reviewed by:** Alex K. | Manager, End User Support, Mid-Market (51-1000 emp.) **Reviewed Date:** August 15, 2024 **What do you like best about Forethought?** I like that Forethought is easy to work with and we have a joined Slack channel to discuss operations and requests on a daily and weekly basis. The solution is easy to navigate and configure updated flows that we need to run our business. We have easy-to-glance-at stats in the dashboard around key metrics like total conversations, user sentiment, CSAT, and article hits. Forethought connects to our Salesforce instance to enable real-time messaging sessions, and users can submit email tickets from Solve to FT. The company is engaged and willing to focus on our needs to drive improvements for the tools we use. We have an engaged CSM who helps meet our needs daily, and I've experienced no issues from my end. **What do you dislike about Forethought?** I think preview functions for Solve would be ideal. It would be helpful to have it listed real-time while working on configuring new workflow builders. Specifically, having a live version listed on the same page while updating to test out functionality without having to configure Solve specifically to pull up a demo experience. Also, it would be great to have an AI layer to analyze CSAT sentiment and bucket issues into follow-up tasks or items to review. Although Forethought has article suggestions based on questions, this added AI capability for CSAT analysis would be ideal. The initial setup did take a lot of time and required iterative updates and working closely with Forethought engineering to align with what we needed for our end-user business. **What problems is Forethought solving and how is that benefiting you?** Forethought enables 24/7 support and quick answers through indexed documentation. It saves us time by automating spam email triage and allows programming of self-service buttons. ### 2. Tailor-Made Customer Interactions and Stellar Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Utilities | Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2025 **What do you like best about Forethought?** I'm very impressed with Forethought's capability to not only provide information from our help center but also to tailor specific responses for customer questions that might not be as easily written in a help center format. I can use their auto flow technology to build out custom responses for customers and take specific actions if necessary. Forethought's been really easy to work with and configure. It meets the needs of our customers twenty-four seven. Forethought came to the forefront as being the most accurate and easy to work with among many tools we tried. It was also the most responsive. **What do you dislike about Forethought?** Forethought typically has a higher than expected learning curve, making it a bit challenging to get ramped up and know exactly how to implement it best for specific use cases. They're still working on the documentation, and I wish it were a little bit easier to onboard and discuss the technology in meaningful ways that could be universal for people from different industries. **What problems is Forethought solving and how is that benefiting you?** I use Forethought for quick customer interactions across chat, email, and soon voice, providing fast answers to common questions from our help center. ### 3. Most Capable Support-Focused AI with High-Quality Analytics and Impact Reporting **Rating:** 5.0/5.0 stars **Reviewed by:** Brendan D. | Chief Customer Officer, Mid-Market (51-1000 emp.) **Reviewed Date:** February 25, 2026 **What do you like best about Forethought?** The most capable Support focused AI solution we have tried with high quality built in analytics and impact forecasting/reporting as well. **What do you dislike about Forethought?** No gaps or concerns so far. Our biggest priority is how can we roll out more suggestions from Forethought faster. **What problems is Forethought solving and how is that benefiting you?** Forethought drives our AI support chat experience with a much higher level of quality than its predecessor. It leverages our knowledge base to provide specific recommendations to customers and leverages prior case history to refine questions and trouble shooting actions. It also proactively suggests new articles / content we should create to prevent future case creation. ### 4. Flexibly Customizable with Top-Tier Assistance **Rating:** 5.0/5.0 stars **Reviewed by:** Lea R. | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2026 **What do you like best about Forethought?** We really like Forethought's flexibility to build highly customized workflows that suit our business needs. The initial setup was very easy, which we appreciated. We also value the specific features like Autoflows, knowledge coaching, and content snippets. They allow us to implement granular directions to achieve maximum impact. **What do you dislike about Forethought?** The web interface sometimes experiences latency and 'save' buttons occasionally don't work. **What problems is Forethought solving and how is that benefiting you?** Forethought helps resolve customer queries by directing them to relevant knowledge sources and providing troubleshooting steps. It also streamlines ticket handling for support engineers. ### 5. Fantastic AI-powered, "agentic" platform **Rating:** 4.5/5.0 stars **Reviewed by:** Bojan S. | Community Engagemnet Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Forethought has recently evolved from a chatbot provider into a comprehensive multi-agent, omnichannel AI platform for customer experience (CX). The most impressive new developments in 2025 focus on the shift from simple automation to proactive, agentic AI that acts on behalf of customers via voice, email and chat. **What do you dislike about Forethought?** Forethought Triage LLM Setup can be enhanced, and they can provide better training and support for it! **What problems is Forethought solving and how is that benefiting you?** It solves the issue with instant support to site visitors. They do not have to wait for live CS. ### 6. Smart, Reliable, and Easy to Use **Rating:** 4.0/5.0 stars **Reviewed by:** Maddy B. | Customer Support Enablement Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** July 16, 2025 **What do you like best about Forethought?** Forethought gives us valuable insights into the common questions our clients ask and helps us build out flows that make it easier to achieve higher deflection rates. The addition of Agentic Assist has also improved our agents’ ability to quickly find helpful information and how-to’s for solving more complex tickets, removing roadblocks and boosting efficiency. **What do you dislike about Forethought?** Custom reporting would be a real game-changer for us! Having the ability to tailor the data we pull would give us deeper insights into how our agents are using Assist and how clients are engaging with Solve Chat and Solve Email. **What problems is Forethought solving and how is that benefiting you?** Forethought helps us reduce ticket volume by deflecting common questions through Solve Chat and Solve Email, which means our support team can focus more on complex, higher-touch issues. It also gives us insights into what clients are asking most often, so we can improve our self-service options and identify gaps in our help content. Agentic Assist makes it easier for agents to find accurate information quickly, which speeds up response times and improves resolution quality. Overall, it’s helping us work more efficiently, eliminate roadblocks, and deliver a better experience for both our agents and our clients. ### 7. An AI product that truly helps **Rating:** 4.5/5.0 stars **Reviewed by:** Adam M. | Senior Content Strategist, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2025 **What do you like best about Forethought?** Forethought's chat widget is a valuable tool that allows our Customer Support team to proactively solve over 70% of inbound support cases. Our customers use it everyday. The integration implementation and process of improving the chat widget's accuracy is straight-forward. **What do you dislike about Forethought?** Analytics dashboards can be a bit messy and some of their native features only get you the partial functionality that you want to have. For instance, I bring data from Forethought into Airtable in order to test, implement, and track improvements over time in a scalable way. **What problems is Forethought solving and how is that benefiting you?** Our product is complex and it requires some in-depth understanding to use it well. This means that our customers run into a lot of bespoke issues. Our goal in using Forethought is to help as many customers as possible self serve their needs based on the information in our knowledge base. Our knowledge base represents basic setup steps, limitations, dependencies, and frequently asked questions. By scoping the Forethought widget to that foundation of knowledge, we are able to govern AI responses and improve our knowledge over time as we spot gaps when customers have poor interactions with the chat bot. ### 8. Wonderful Experience with Forethought **Rating:** 5.0/5.0 stars **Reviewed by:** Manoj Kumar T. | Client Care Advisor L1, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 13, 2025 **What do you like best about Forethought?** What I like best about Forethought is how it effortlessly streamlines our client support processes. The platform is extremely easy to use and intuitive, which makes daily operations smooth for our team. Its implementation was straightforward, allowing us to get up and running quickly without any major hurdles. Customer support has been responsive and helpful whenever we’ve had questions. We use Forethought frequently because it consistently delivers accurate and fast responses to client queries. The number of features is impressive, covering everything we need for automation, and its integration capabilities are seamless, connecting effortlessly with our existing systems. Overall, Forethought has become an indispensable tool for enhancing efficiency and improving the client experience. **What do you dislike about Forethought?** Honestly, there’s very little I dislike about Forethought. The main area for improvement would be responsiveness—I’d love to see it respond as quickly as some of the modern AI tools I’m familiar with. I understand this is likely coming in future updates, and it’s not a major issue right now, but it’s something I’m looking forward to seeing enhanced. **What problems is Forethought solving and how is that benefiting you?** Forethought solves the problem of repetitive client queries by automating responses, which saves our team a tremendous amount of time. Instead of spending hours on routine questions, we can focus on higher-priority tasks. This has made our workflows more efficient and allowed us to provide faster, more consistent support to our clients. ### 9. Powerful product backed by a great team **Rating:** 5.0/5.0 stars **Reviewed by:** Phil A. | Head of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** July 30, 2025 **What do you like best about Forethought?** Forethought is a really powerful tool that we're using across live chat, email and web tickets. We've been able to build a broad range of workflows to suit our needs, from basic 1 response answers all the way up to complex multi-pathway workflows. The natural language processing was the best out of the solutions we tested, understanding our users intents really well and routing correctly. The maintenance of the tool is relatively easy and quick - with a lot of available data to help you refine over time. The team at Forethought have been great partners, working really well with us to resolve issues quickly. They are invested in our success as much as we are, which is a huge plus. Implementation can be as simple, or complex, as you want. It does depend on your current tech stack, but implementing with Zendesk offers a wide range of features. **What do you dislike about Forethought?** There is a lot of data within the insights which is great, but at times it can be difficult to distill down in to actionable insights. The knowledge gap suggestions are useful, but at times encompass too much which means they aren't so useful. **What problems is Forethought solving and how is that benefiting you?** Forethought has allowed us to deploy AI automation across all our contact channels seamlessly, giving our users AI resolutions regardless of how they want to contact us. This has allowed to be more efficient with our humans and provide a great level of service to our customers. ### 10. Dedicated, hardworking earn your business and trust staff! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Entertainment | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** I like that managing AI workflows in multiple languages is straightforward with the click of a button. If a copy change is needed on one workflow you don't have to edit it on all the languages you support because Forethought translates it using their own translator. If for some reason their translator misses the mark you can simply edit the statement without having to clone, rebuild, or rework the entire workflow. Additionally, the product is continually improving in all areas, time after time there is an update that is released to address a specific need right when I need it most. The staff are also incredibly responsive, upbeat, and knowledgeable about the product and are eager to hop on a call with key stakeholders to iron out a problem in earnest. **What do you dislike about Forethought?** The analytics can be a little underwhelming inside the dashboard, I usually will export the data and work on it in a spreadsheet. **What problems is Forethought solving and how is that benefiting you?** Forethought is solving our growing pains of moving into more international markets and languages by assisting our goals of deflecting issues that can be handled by AI. ### 11. Gets the job done well **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 01, 2025 **What do you like best about Forethought?** I really like the flexibility Forethought gives us to build our own custom actions. It’s been great to tailor workflows to our needs instead of being boxed into a one-size-fits-all solution. That customization has allowed us to automate more efficiently and adapt quickly as our processes evolve. **What do you dislike about Forethought?** Some of the reporting features feel limited. In particular, I’d like to dig deeper into why certain workflows—like pass-to-agent scenarios—aren’t as successful. More granular insights into failure points would help us continuously optimize. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping us automate repetitive support tasks and streamline how customer inquiries are routed. By setting up custom actions, we can reduce manual work for our team and ensure customers get faster responses. It also improves consistency in handling common issues, freeing up our agents to focus on more complex problems. Overall, it’s increased efficiency, improved resolution times, and allowed our support team to scale without adding extra headcount. ### 12. Powerful, Scalable Tool to Super Charge Customer Support Operations **Rating:** 4.5/5.0 stars **Reviewed by:** Michael J. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2025 **What do you like best about Forethought?** UI is easy to use, navigate, and adopt with minimal training. It integrates seamlessly with Zendesk over our chat, email, and help center channels. Robust internal and end user features help agents find answers quicker and help end users solve their questions fast. Great support - our CSM is amazing, helping us adopt the features and the support team is always responsive to our issues and questions. They are incredibly agile - constantly introducing new features and updating existing ones. **What do you dislike about Forethought?** The company moves quick, and is constantly updating features or releasing new ones, but as a result we do find that documentation can be either lacking or outdated for features. We also tend to get better support directly from our CSM as opposed to utilizing the support channels. **What problems is Forethought solving and how is that benefiting you?** The primary problem Forethought solved was enabling us to scale support team operations by deflecting knowledge based tickets through chat bots. Over the course of the year, our investment in Forethought resulted in a 4x ROI. Meaning Forethought deflected roughly 4 FTEs worth of knowledge tickets over our chat channel. Our chat deflection rate is roughly 42% We followed up with deploying knowledge retrieval over our email channel which deflects roughly 1 FTE worth of tickets a month. Our email deflection rate is roughly 19%. We have recently begun utilizing the Discover feature which is an insights tool to tell you where your gaps in knowledge are and deflection workflows. Discover is awesome because it basically writes the drafts of knowledge article and workflows for you. All you have to do is edit and implement them, then track the success. Brilliant! We believe by continuing to refine workflows over email and chat, we should be able to get our deflection rates over 50%. This enables our live agents to focus on the tickets that AI isn't yet able to solve - those that require more technical skill, backend configuration, or extended troubleshooting. ### 13. It is working fine and reducing the work stress for support. **Rating:** 4.0/5.0 stars **Reviewed by:** S.R. B. | IT Business Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** February 26, 2025 **What do you like best about Forethought?** What I like best about it is, it can learn on its own based on the prompts and responses it receives and further it make sure to response correctly. We also trying to implement knowledge articles. **What do you dislike about Forethought?** I do not dislike anything, but I would like if it does more work that AI is capable of. **What problems is Forethought solving and how is that benefiting you?** We implemented it on our website so we have filtered customer support requests. It solves the generic and simple questions of the learners and only redirect to support if it is something that actually requires human interaction. We plan to use salesforce for knowledge articles and integrate that with our chat bot so we can reduce more repeating and complex queries. ### 14. Solid AI tool that keeps improving fast **Rating:** 4.0/5.0 stars **Reviewed by:** Giuliano D. | Customer Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2025 **What do you like best about Forethought?** I love how Forethought speeds up support by really understanding user intent and automating key steps in the flow. It makes CX smoother, reduces manual work, and helps agents find the right answers faster. Plus, the team behind it is super hands-on and collaborative, you feel like they’re building the solution with you, not just selling it. **What do you dislike about Forethought?** Honestly, it’s pretty easy to use. The only thing I notice sometimes is a delay in when updated info gets reflected in the system. If the refresh time were faster, it’d feel even more seamless. **What problems is Forethought solving and how is that benefiting you?** Forethought is taking repetitive CX tasks off our plate and helping users solve things on their own faster. That frees up our team for more complex cases, improves accuracy, and gives customers a smoother experience end-to-end. ### 15. Forethought has added a ton of value **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 20, 2022 **What do you like best about Forethought?** We've been with Forethought for over two years.... it's easy to use on the backend and they've added a ton of features in the last couple of years that make it easier and easier to use. One of the main reasons we picked Forethought originally because it was they offer an agent-focused package and not just a customer-facing AI chat bot. We are able to use one platform for both internal and external audiences. Their Discover feature has been a great addition - helping us to find gaps in our knowledge base and also crafting rough drafts of those missing articles. This has greatly streamlined our knowledge creation. Forethought also allows us to offer some level of customer service 24/7. Most of our customers are using our application after regular business hours - we support an industry with non-traditional working hours. With Forethought, our customers can get answers even our customer support team has already left for the day. The team at Forethought is second to none - Hanna and Shitij have been fantastic to work with - really helping us to improve our use of the platform and get the most out of our investment. They genuinely have been wonderful to work with. Everyone we've encountered has be great. **What do you dislike about Forethought?** Nothing! They are a great team who has put together a fantastic application. **What problems is Forethought solving and how is that benefiting you?** Forethought is allowing us to scale our customer service to a 24/7 self-service capability, which is great for us, as we serve an industry with non-traditional business hours. They've introduced features that lift the operational burden off our shoulders and make it easier to maintatin our customer knowledge base and facilitate customer communications. There is a significant investment to use Forethought, but it's cheaper than what we would have to spend to increase our staff to meet the customer demand that Forethought is currently handling for us. ### 16. Forethought AI in Customer Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** August 11, 2025 **What do you like best about Forethought?** Forethought has been incredibly easy to integrate into our workflows. Once the process got started, the turnaround time was impressively quick, and the platform itself is very intuitive to use. It’s clear the solution is built with user-friendliness in mind, making adoption seamless and efficient. **What do you dislike about Forethought?** There’s very little to dislike. The only challenge was an initial delay in the implementation, which could have been avoided with a clearer, mutually agreed timeline for transitioning from Sales to Integration. Once that was aligned, everything progressed quickly and without issues. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping us bring AI into our operations in a meaningful way by improving our case triaging process. One of the biggest wins has been its ability to automatically identify and remove waste, such as spam cases, before they ever reach our agents. This not only saves time but ensures our team is focusing on real, high-value work. In just the first week of use, Forethought automatically filtered out over 800 spam cases, a massive efficiency boost right out of the gate. ### 17. Fast to Launch, Easy to Scale **Rating:** 5.0/5.0 stars **Reviewed by:** Nickko N. | Senior Manager of CX, Mid-Market (51-1000 emp.) **Reviewed Date:** July 27, 2025 **What do you like best about Forethought?** What I like most about Forethought is how involved their team was every step of the way. We needed a custom integration between our live chat and the bot so we could bring in agents at the right time without breaking the flow. They worked with us directly, helped build the logic, and made sure everything felt seamless. The AI actually worked. It surfaced the right content, deflected a huge chunk of tickets, and gave our agents room to breathe. The entire rollout felt intentional and collaborative from start to finish. **What do you dislike about Forethought?** Honestly, there wasn’t much I disliked. Like any AI tool, it took some hands-on effort to train and maintain, especially as our business evolved. We had to stay close to the data and refine intents over time. But that was expected, and the Forethought team was there to support us whenever we needed it. **What problems is Forethought solving and how is that benefiting you?** Forethought helped us solve several major support problems at once. Before the rollout, our agents were buried in tickets, our help center wasn’t driving deflection, and we had no smart way to guide users to answers or escalate to the right support channel. With Forethought, we automated high-volume workflows, surfaced the right help articles through the AI bot, and introduced smarter routing for live chat. It reduced pressure on our agents, sped up resolution times, and made the overall experience way smoother for customers. We saw a big lift in self-service and were able to focus our team on the issues that really needed a human touch. ### 18. A great customer success team to work with! **Rating:** 4.0/5.0 stars **Reviewed by:** Ovidiu L. | Support Director, Mid-Market (51-1000 emp.) **Reviewed Date:** September 10, 2025 **What do you like best about Forethought?** I see a lot of opportunity in both Solve and Assist products. I appreciate how the team worked to increase response time on Solve. **What do you dislike about Forethought?** speed of delivery for some long standing issues **What problems is Forethought solving and how is that benefiting you?** Increasing internal team efficiency with Assist, however we are yet to reap the benefits of this. The product is slow and hard to configure. ### 19. From POC to implementation, it has been an amazing experience! **Rating:** 5.0/5.0 stars **Reviewed by:** John P. | Senior Customer Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** August 24, 2024 **What do you like best about Forethought?** With Forethought, it has been so accurate with answering our customers and assisting them in self service. **What do you dislike about Forethought?** No downsides at this time, but it has only been a couple months since go live. **What problems is Forethought solving and how is that benefiting you?** Forethought is allowing us to create help pages that help our customers, as well as customers self serving information. ### 20. Very dedicated CSM team that will help you achieve your goals **Rating:** 4.5/5.0 stars **Reviewed by:** Serafin S. | Sr CX QA & Training Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** September 08, 2025 **What do you like best about Forethought?** UX: Among the other options, FT has proved to be the best one in terms of UX. Their usability, their dashboards, the workbuilder are the best! **What do you dislike about Forethought?** Perhaps they can keep working on the AI of the autoflows. It's like the conversational workflow builder could be enhanced. (Seems they are working on it with Agentic AI new features) **What problems is Forethought solving and how is that benefiting you?** Deflection - High deflection rates with high CSAT scores ### 21. Forethought AI: A Seamless, User-Friendly AI Solution That Boosts Productivity **Rating:** 4.5/5.0 stars **Reviewed by:** William G. | Technical Operations engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** March 17, 2025 **What do you like best about Forethought?** Forethought AI has truly simplified our workflow with its user-friendly design. Our team found it incredibly easy to learn and start using, which meant we didn't lose valuable time with complicated training sessions. The implementation process was straightforward, fitting effortlessly into our current systems without any disruptions to our day-to-day tasks. Their customer support team has been fantastic—responsive, knowledgeable, and always eager to help. Whenever we've had questions, they've quickly provided clear solutions, demonstrating that they genuinely care about their customers' experiences. We rely on Forethought AI daily due to its extensive features, making it a key part of our operations. Its versatility has made our tasks easier and boosted our productivity significantly. Integration was seamless and hassle-free, fitting perfectly with our existing tools and platforms. We appreciated how quickly and smoothly it became part of our usual processes. Overall, Forethought AI has been an excellent addition to our toolkit that we use every day. **What do you dislike about Forethought?** Forethought AI delivers solid automation, but its pricing is a major downside. The pricing can make budgeting difficult, and the ROI may not always justify the expense **What problems is Forethought solving and how is that benefiting you?** Forethought AI is helping us automate and streamline customer support inquiries, significantly reducing response times and improving efficiency. ### 22. Phenomenal Team & Product **Rating:** 5.0/5.0 stars **Reviewed by:** Phil L. | Sr Global Customer Experience Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** February 24, 2025 **What do you like best about Forethought?** Product: Really intuitive interface make it easy to work in daily, the auto flows feature is a a game changer compared to other AI solutions we looked at, the ability to design work flows in conversational language, leveraging API calls easily to connect products is so powerful and fun to use to create great experiences. Team: The support from their team through onboarding was fantastic, they took the tome to address our needs thoroughly and explain AI concepts to us. They took the time to listen to feature requests we had and connect us with product managers to learn more and always tried to accommodate our needs quickly which created a great impression from the start. **What do you dislike about Forethought?** I don't have any particular dislikes, the only thing I would like to see is all their features reaching full parity with each other, it's understandable that focuses shift on product development and while Solve Chat, Discover are amazing, other features are playing a bit of catch up to its same capabilities and customisability. Progress is being made quickly for sure so I'm looking forward to it all being where they envision it. **What problems is Forethought solving and how is that benefiting you?** Helping us provide customers and our internal teams alike the ability to get solutions through natural language conversations. We are seeing big returns on deflection from customers getting their answers fast and with good detail. Additionally, the insights Forethought provides on those chats is very easy to dive into and make the necessary changes you know will make a impact. One side that wasn't immediately clear to us when we started implementation was leveraging it for our internal teams to talk to our documentation but as soon as we start using it, use cases came in thick and fast. We have seen a huge uptake of this, meaning less Slack channels being needed just to answer repetitive questions internally, better use of our internal KB's and faster resolution times on tickets. ### 23. Outstanding Support from POV and Implementation Teams **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2025 **What do you like best about Forethought?** The assistance from the POV and Implementation Teams. They are terrific. **What do you dislike about Forethought?** It is a bit complicated, but I suspect the more we use it, the more comfortable we will be with it. **What problems is Forethought solving and how is that benefiting you?** Lack of manpower at a L1 level and too much context switching for our more senior subject matter experts looking at the flurry of simpler tickets coming in. ### 24. Forethought has significantly improved the support we provide **Rating:** 4.5/5.0 stars **Reviewed by:** Larissa B. | Senior Technical Support Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** July 21, 2025 **What do you like best about Forethought?** We love that Forethought allows us to provide support 24/7 and handles easier tickets so that our human agents can focus more of their time on bigger issues. **What do you dislike about Forethought?** The implementation/onboarding took a long time. I wish we would've had a week of onboarding rather than meeting once per week for 2 months. **What problems is Forethought solving and how is that benefiting you?** Forethought replies to the customer super quickly, which allows us to always be available for support. Forethought also improves our reply time by getting to the customer quicker and allows us human agents more time to troubleshoot with customers who need more assistance. It's also helped us to keep our Knowledge Base up-to-date ### 25. Forethought has changed the way we provide support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** July 15, 2025 **What do you like best about Forethought?** Forethought is always innovating and improving their product. The AI space is evolving faster than many providers can keep up. I have been happy with my Forethought investment because products are continuously evolving and improving. **What do you dislike about Forethought?** I wish they had better solutions for internal knowledge deflection. The products are so good at deflecting customer questions, that an internally focused tool would help me achieve scale faster. There are ways to make this work, but knowledge has many audiences. **What problems is Forethought solving and how is that benefiting you?** Lowering cost to serve on Support, and providing self service help to our customers 24/7. ### 26. Hugely Beneficial for Deflection! Most Important Cases routed to Agents **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Restaurants | Mid-Market (51-1000 emp.) **Reviewed Date:** July 22, 2025 **What do you like best about Forethought?** Our team has seen huge benefits with case deflection - we are able to get the cases to our human agents that truly require human intervention. We continuously see updates and new features being created that we need. **What do you dislike about Forethought?** Implementation and successful deflection requires a dedicated super user(s) - can be a set it and forget it once initial implementation is complete, but the power of the platform wouldn't be fully realized. **What problems is Forethought solving and how is that benefiting you?** Chatbox automation and case deflection Flows to pull answers via knowledge bases Email triage Spam Detection ### 27. Forethought Review **Rating:** 3.5/5.0 stars **Reviewed by:** Louis G. | Team Lead, Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** April 28, 2025 **What do you like best about Forethought?** Forethought has been particularly useful to alleviate the support tickets that don't require the human touch. This has ultimately meant more time can be spent on the tickets that need our attention. **What do you dislike about Forethought?** It would be nice to have an all-encompassing method of setting up workflows for both email and chat at the same time, as opposed to doing so separately. **What problems is Forethought solving and how is that benefiting you?** As aforementioned, it takes tickets off our hands that are knowledge-based / have an existing answer, allowing us more time to tackle complicated issues. ### 28. Intuitive Dashboard and Responsive Team Make a Difference **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Program Development | Mid-Market (51-1000 emp.) **Reviewed Date:** November 11, 2025 **What do you like best about Forethought?** I really appreciate Forethought’s intuitive dashboard and the team’s willingness to listen to feedback and implement the best possible solutions. **What do you dislike about Forethought?** Sometimes, the response time for implementing changes feels a bit slow **What problems is Forethought solving and how is that benefiting you?** Forethought helps us analyze large volumes of chatbot data efficiently. I especially value the addition of user sentiment analysis and metric tracking on the button deflections. ### 29. Outstanding Experience from Start to Finish **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** December 03, 2025 **What do you like best about Forethought?** It was really easy to quantify the impact and ROI. **What do you dislike about Forethought?** Honestly nothing really comes to mind but I think it got better as we used it more. **What problems is Forethought solving and how is that benefiting you?** Automating customer support in our product and helping with customer discovery on our website. ### 30. A Powerful Customer Support Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** October 17, 2022 **What do you like best about Forethought?** It is a straightforward and it is easy to begin seeing your ROI right out of the gates. They seem to be the only AI company that focuses on how to help agents self-serve as well as customers. **Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought. **What do you dislike about Forethought?** **Updated**: Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution. **What problems is Forethought solving and how is that benefiting you?** We use Forethought to help address several aspects of our support: 1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers. 2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members. 3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers. 4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve. 5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team. ### 31. Computer programmer **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Mid-Market (51-1000 emp.) **Reviewed Date:** April 29, 2025 **What do you like best about Forethought?** When it is working, it works really well and deflects a lot of calls and chats **What do you dislike about Forethought?** Future support on forethought in general seems to take awhile. We had someone do the work from Forethought and now we don’t have much communication with him and are directed to support. Support then takes forever to fix or get us an answer because they don’t know our set up. **What problems is Forethought solving and how is that benefiting you?** Helps agent by deflecting them from talking to an agent. If the forethought bot can help them then it frees up more of our customer support reps. ### 32. Impressive is an understatement! Life changing enhacements **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Insurance | Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Forethought?** Forethought's solve AI is an incredible tool that enhances productivity and improves efficiency altogether. The way that it can deflect incoming support requests without a human ever having to interact is incredible. Their UX/UI is very appealing, which makes the learning curve much smaller. The Forethought team was extremely helpful and very knowledgeable. The recommended article generation add-on was a must for our team, and I don't know where we'd be without it. **What do you dislike about Forethought?** Right now, the only downside I would say is the cost per deflection model, but this isn't to say I don't understand why that is in place. **What problems is Forethought solving and how is that benefiting you?** Leveraging our help centre in ways that is often times difficult for the support agents to manually do themselves. This saves our support team a lot of time, and allows them to focus on more detailed investigations. Our Help Centre also needed updating, and the article generation essentially fast-tracked that project. ### 33. Knowledge maintenance made easy **Rating:** 4.0/5.0 stars **Reviewed by:** Vincent C. | Support Coordinator, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Forethought?** The most helpful part about Forethought is the Discover module helping identify the knowledge gaps in our help-center. **What do you dislike about Forethought?** How split up the features are, alltogether they provide a great service but it adds up. **What problems is Forethought solving and how is that benefiting you?** Lack of staff to help maintain the knowledge center, inefficient sharing of information between CS agents. By analyzing customer complaints and the replies provided by agents, Forethought helps analyze the data and identify problems, allowing us to react and share information more proactively. ### 34. Looking forward to the workflow builder. **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** - suggestion of articles in chat and email - creation of flows for customers to find the answer on their own -option to report on some basic metrics like self-service rate etc. **What do you dislike about Forethought?** - advanced reports like widget queries are not automated and we have to ask for an excel export everytime we want to analyse data and update content - the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily **What problems is Forethought solving and how is that benefiting you?** Saves time from Support for the most repetitive questions that customers have. Most of the easy questions are in the form of faqs so an article shared by forethought ai may prevent a generated ticket. Also, the support team can have better and quicker resources to handle requests more appropriately and on time. ### 35. Always Ready to Solve our Questions **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** August 23, 2024 **What do you like best about Forethought?** Forethought AI's representatives genuinely care about solving our questions and problems. They take the time to understand the needs of our business and put those requests into action. We are often impressed with the features available after a bit of training! **What do you dislike about Forethought?** Sometimes we have noticied the interface lacking in self-serve tools. Places that feel like they should be possible to export for more efficient review are too manual at the end of the day. **What problems is Forethought solving and how is that benefiting you?** Implementing the chatbot has allowed us to better serve our customers by providing on-the-spot answers to questions that are frequently asked. Some questions can be daunting to find on your own in a vast help center, but the chatbot retrieves that knowledge effortlessly. ### 36. Forethought provided an increase in productivity and customer satisfaction. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2024 **What do you like best about Forethought?** Once the Chatbot was onfigured, it provided a 70% deflection rate on common questions. The deflection rate allowed my agents to focus on more complicated cutomer inquiries improving CSAT with reduced wait times. Agent productity increased with the the plugin to our CRM and the assistance it provided. **What do you dislike about Forethought?** The Chatbot took a little more tim to setup than I would have prefered. I would have liked the dashboard to be a little more customizable. **What problems is Forethought solving and how is that benefiting you?** Forethought is providing customers the quick answers they need. The quick answers prevents frustration from having to wait in a queue to get an answer. Further, the reduced amoutn of work in queue allows customers with more complicated issues faster repsonse times. ### 37. Developer working on integrating AI into our Support pipeline **Rating:** 4.5/5.0 stars **Reviewed by:** Michael L. | Software Engineer 2, Mid-Market (51-1000 emp.) **Reviewed Date:** October 29, 2024 **What do you like best about Forethought?** Very straight forward to use and robust API. Was able to integrate with Zendesk fairly easily and quickly. **What do you dislike about Forethought?** Documentation can be outlined and organized a bit better as everything is bunched into one page. **What problems is Forethought solving and how is that benefiting you?** Potential customer inquiry deflection and better self help resources. ### 38. Helped with us manage a new product. **Rating:** 4.5/5.0 stars **Reviewed by:** Brian C. | Contact Center Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2022 **What do you like best about Forethought?** Forethought helped us manage our new product community solar, and the community solar calculator they build for us was very helpful. **What do you dislike about Forethought?** I wish we could have kept our account manager Dan. We miss him! **What problems is Forethought solving and how is that benefiting you?** It helped us calculate our community solar customer's savings. ### 39. Forethought is a great tool for any support team **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** April 30, 2024 **What do you like best about Forethought?** Forethought has been great in helping our customers be more self serving, and ensuring our team can focus on the really complex issues that come up. Once we've set up the main workflows, we didn’t have to think about it as much and let it do it’s thing. It has also become part of our launches as we ensure to build out workflows tied to new features or changes. The team is incredibly helpful and supportive, and always sharing insightful ideas and information. **What do you dislike about Forethought?** Building out workflows can take time and isn't always high on the priority list, so if we had more time to build out all possible scenarios and workflows, it would be even more effective. **What problems is Forethought solving and how is that benefiting you?** We get a lot of inquiries from customers who ask us to update account configurations - things that our customers have the ability to do. Forethought is helping us encourage those customers to turn to our resources and guides that help them complete the task they need done. ### 40. Responsive AI tool for support solutions **Rating:** 3.0/5.0 stars **Reviewed by:** Matthew B. | Director, Customer Solutions, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The support team is responsive to requests and willing to help with implementation. The product is easy for end users to adopt which increases the value and ROI of the tool. **What do you dislike about Forethought?** Some of the changes that seem like they would be easy to make require a code change or backend support from their team. The cost can initially seem high but is quickly covered in the return on auto solved tickets. **What problems is Forethought solving and how is that benefiting you?** Forethought has helped reduce the ticket volume that live agents need to answer. The cost per ticket for a Forethought ticket is less than half the cost of a live agent ticket. ### 41. Implement Foretoughts **Rating:** 4.5/5.0 stars **Reviewed by:** Jean-Philippe M. | Development Director, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Interface AI engine Dashboard for report and tracking **What do you dislike about Forethought?** It's a big change on the internal process to make sure the AI engine is feeded properly **What problems is Forethought solving and how is that benefiting you?** Reducing the number of tickets that are sent to agents and helping the triage process It helps up to be more productive and efficient ### 42. Proven to be the best technology in customer support AI **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Forethought?** Best AI model proven time and time again in head to head comparisons vs. other vendors in the space. This results in the best metrics - Deflection Rate, CSAT etc. Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff! **What do you dislike about Forethought?** Looking forward to Forethought adding more integrations, and maybe voice channel capabilities. **What problems is Forethought solving and how is that benefiting you?** The impact of a better deflection rate while still raising CSAT is undeniable. Especially when ticket volume is rising, it can help make the most of the team headcount. ### 43. Forethought Assist user **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 19, 2023 **What do you like best about Forethought?** I use forethought assist as a support agent. I think its great that its learning as I am working to try to learn what the best responses would be. **What do you dislike about Forethought?** I've been using the assist widget for about a year and the recommendations are getting better but don't seem to be helpful yet. **What problems is Forethought solving and how is that benefiting you?** I think it could be saving time when it has enough knowledge to predict the right canned responses for support tickets. ### 44. Personal and Understanding Customer Success Representatives who Care About the Relationship **Rating:** 5.0/5.0 stars **Reviewed by:** Torianna D. | Customer Support Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought AI has allowed our team to improve case efficiency in multiple ways. The Salesforce plugin ensures we provide customers with the right answer and also allows for ongoing learning among our support reps. The ability to search for past cases, internal AND external knowledge articles, and quickly insert resource links into chats and emails has made Assist Anywhere a must-have for our Customer Support Team. **What do you dislike about Forethought?** There are not many downsides to using Forethought's product offerings. There were a few things that didn't work as expected upfront, but their team was willing to work with us to troubleshoot and improve our experience. **What problems is Forethought solving and how is that benefiting you?** Forethought AI allows our team to search for answers to customer cases within a central location, rather than having to toggle between help articles & resources. With one button, we can insert a link to an article for the customer's use, which has shaved seconds and sometimes even minutes off each customer interaction. ### 45. Comprehensive and agile **Rating:** 4.5/5.0 stars **Reviewed by:** Natalia J. | Senior Manager of Customer Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 06, 2022 **What do you like best about Forethought?** We are using Assist, Solve widget and Solve email, their AI works of course well and helps reduce both tickets opened to our support and the handling time, we also improved the ratio of tickets <> monthly active users BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive. **What do you dislike about Forethought?** The implementation took longer than expected, and there are still a few things that could be improved (more robust reporting, some tweaks on how you search and paste articles with Assist, not able to exclude non-English tickets from Solve email, etc). **What problems is Forethought solving and how is that benefiting you?** With Assist, our support team is able now with one click to see the most relevant articles, confluence pages, past Zendesk and Jira Tickets. One search also for all of those places. Solve widget gave us better flows per customer group and smarter article suggestions for self-service. ### 46. Bumpy at first but definitely worth it in the long run **Rating:** 4.0/5.0 stars **Reviewed by:** Salim P. | Customer Operations Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Spent several months using Forethought Assist, and I have to say that it is an excellent and very convenient tool for keeping direct access to your KB (internal and user-facing), as well as easy access to notes and templates. It is an amazing tool that I wish was added by default to Zendesk. **What do you dislike about Forethought?** It took a little time to reach that sweet spot where Forethought Assist's tools were of complete use for me as an agent handling customers via chat and email, mainly during the implementation of Forethought's Assist extension; but after that, although there were some issues with their chatbot here and there, it was mostly a smooth experience and they are extremely responsive and fast to fix issues whenever they did happen to come up. **What problems is Forethought solving and how is that benefiting you?** It helped me, all tiers of customer-facing agents, and anyone using Zendesk with their assistant tool really, to have a far more efficient experience and waste much less time researching, as having to access multiples tabs for information, templates, and to write down notes whenever needed would cause people to lose time or even get distracted and not only waste time on a simple task, but possibly even end up procrastinating. Having direct access to almost all of the tools I needed directly in one tab helped not only with saving time but also organizing and sorting any information I needed to save or keep note of. ### 47. Need to Shift from Startup Mentality to match competitors **Rating:** 1.0/5.0 stars **Reviewed by:** Perry B. | Senior Manager, Partner Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** The people are friendly and cordial, and are appropriately reactive when issues arise. **What do you dislike about Forethought?** While forethought reacts to problems well, they do a less than adequate job of predicting their client's needs. Agent assist utilization is low due to multiple bugs, but the forethought team did not spot this on their own, so the product went months with little attention. Data to prove the efficacy of their tools is slow to materialize when needed, which is concerning as this should be considered "table stakes" to launch a tool. Forethought has promise, but they have a stretch of road to travel to compete with some of their more mature competitors. **What problems is Forethought solving and how is that benefiting you?** Forethought is solving our needs on agent assist tooling and customer-facing chatbot solutions. This, when executed well, has the benefit of reduced agent handle times, increased agent CSAT/QA scores, and lower customer contacts. ### 48. Forethought AI has greatly assisted with training as a new employee **Rating:** 5.0/5.0 stars **Reviewed by:** Ashley G. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** I love the feature to include your own macros. I also use the search for past tickets in Zendesk quite often. As a new employee, both of these features have greatly helped me learn how to answer specific questions I do not know the answer to, along with creating my own macros with the correct answer for a later date. **What do you dislike about Forethought?** The search for relatable articles on a ticket in Zendesk usually does not suggest an article that has anything to do with the current issue the user is having or any information on the question they are asking. **What problems is Forethought solving and how is that benefiting you?** Forethought assists with saving an ample amount of time in researching and answering users' questions. Forethought has also helped with having solutions in one place and not needing to go searching through other tools to answer customers questions ### 49. Forethought has some great features but needs work to be outstanding **Rating:** 4.0/5.0 stars **Reviewed by:** Chase R. | Sr Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** I like how easy it was to implement. Additionally, the UI is user-friendly and has been easy to manage. Through the use of Forethought we seem to have been able to deflect a significant number of simple tickets from our support desk. **What do you dislike about Forethought?** The inability of the Forethought widget to ingest and present our ticketing system's native Ticket Form has been limiting, especially when it comes to reporting and using their built-in dashboards. It is difficult to determine exactly how successful we have been. **What problems is Forethought solving and how is that benefiting you?** Forethought is solving the problem of deflecting the simple tickets we receive. The team no longer needs to send the same response to the same question multiple times. It surfaces content from our Help Center to address client questions without needing agent interaction. ### 50. Great product, amazing team! **Rating:** 5.0/5.0 stars **Reviewed by:** Dustin A. | Operations manager/Digital Engagement, Consumer Goods, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought has amazing products at competitive pricing. What makes them far better than any other supplier I've worked with is their amazing team. Their team puts so much time and care into making sure your experience is a successful one. Comparing them to any other vendor I've dealt with they're in another category altogether with the support and they provide. **What do you dislike about Forethought?** Honestly, I can't think of any true downsides. Before the company went through a reorganization, the communication wasn't amazing. But since then, years ago, it's been outstanding! **What problems is Forethought solving and how is that benefiting you?** They have returned an ROI much higher than expected this last year (x6.99)! We've been able to increase our chat and email deflection each quarter and that's saved us an incredible amount of our budget. ## Forethought Discussions - [What is Forethought AI used for?](https://www.g2.com/discussions/what-is-forethought-ai-used-for) - 1 comment - [View Forethought pricing details and edition comparison](https://www.g2.com/products/zendesk-forethought/reviews?section=pricing&secure%5Bexpires_at%5D=2026-05-18+02%3A17%3A43+-0500&secure%5Bsession_id%5D=15ab4d9e-c766-4b80-9588-23cdaeca02f0&secure%5Btoken%5D=036139a49d91d1bad51b1bf1275873b02e67cf6582c3fd0c3743c1a508e50d0f&format=llm_user) ## Forethought Integrations - [Agentforce 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Confluence](https://www.g2.com/products/confluence/reviews) - 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Multi-Turn Conversation Management - Voice & Text Interface Support **Self-Service Experience** - Knowledge Base - Searchable Articles - Mobile Optimization - Personalization **Compliance** - Policies and Controls - Data Governance - Compliance - Auditing **Customer Support** - Intelligent Search - Suggestions - Decision Trees **Platform** - Conversation Editor - Integration - Human-In-The-Loop **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information **Automation** - Ticket Resolution - Customization - Intelligent Routing **Autonomy - AI Agents** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving **Intent & Action Handling - Conversational Interface Agents ** - Data Retrieval from Connected Systems - Intent Recognition & Mapping - Action & Workflow Triggering **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Data Security** - Risk Data Attributes - Data Transport - Access Management - Multi-Factor Authentication **Administration** - Integrations - User, Role, and Access Management - Performance and Reliability **Artificial Intelligence** - Learning - Language - Conversational AI **Generative AI** - AI Text Generation - AI Text Summarization **Generative AI** - AI Text Generation - AI Text Summarization **Customer Query Resolution - AI Customer Support Agents** - Automated Ticket Resolution - Contextual Response Generation - Sentiment Analysis - Knowledge Base Utilization - Multilingual Support **Agentic AI - AI Agents** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Context & Personalization - Conversational Interface Agents ** - Conversation Context Persistence - User Identity & Permission Awareness **Generative AI** - AI Text Summarization **Customer Interaction Automation - AI Customer Support Agents** - Proactive Customer Outreach - Feedback Collection - Escalation Handling - Workflow Optimization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Enterprise Integration & Deployment - Conversational Interface Agents ** - Enterprise Application Integrations - Security & Access Controls **Automation** - Customer Interaction Automation - Feedback Collection - Document Processing **Autonomy** - Independent Decision Making - Adaptive Responses - Task Execution - Problem Solving ## Top Forethought Alternatives - [Ada](https://www.g2.com/products/ada-support-inc-ada/reviews) - 4.6/5.0 (170 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,687 reviews) - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - 4.4/5.0 (6,932 reviews)