Forethought Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Forethought is a very powerful AI assistant that is helping us improve response times, deliver accurate resolutions to customers across our various channels. Although it's highly customizable, much of the out-of-the-box implementation works great as well and we started gaining valuable insights into the effectiveness of our static resources from day one. They're also releasing new features at an impressive rate and we're looking forward to implementing the new AI voice feature for our phone service. We also love how seamlessly the widget integrates with Zendesk Messaging (Sunshine Conversations), allowing for live-agent handoff using their native integration. Review collected by and hosted on G2.com.

Product is still maturing, so there are occasionally aspects of the UI or implementation that are confusing or feel a little clunky. For someone who is already versed in utilizing AI for daily productivity, it's not always a straightforward line of thinking for how to best implement the tool. Forethought is transitioning from their Classic flows to Autoflows and it can be hard to know when to use one over the other. Additionally it can be challenging to know when exactly you should create an Autoflow versus just relying on knowledge retrieval with your existing static resources. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The analytics can be a little underwhelming inside the dashboard, I usually will export the data and work on it in a spreadsheet. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I do not dislike anything, but I would like if it does more work that AI is capable of. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.