--- title: Forethought Reviews meta_title: 'Forethought Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 166 reviews by the users' company size, role or industry to find out how Forethought works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 166 scale: '5' date_modified: '2026-08-11' parent_category: name: AI Agents url: https://www.g2.com/categories/ai-agents --- # 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 value the **helpful support team** of Forethought, enhancing overall productivity and customer satisfaction. (23 reviews) - Users commend the **responsive and knowledgeable customer support** of Forethought, enhancing their experience and problem resolution. (19 reviews) - Users value how Forethought's **AI understanding of user intent** enhances support efficiency and streamlines customer experience. (16 reviews) - Users value the **exceptional customer satisfaction** Forethought provides, streamlining support and enhancing efficiency effortlessly. (16 reviews) - Users appreciate the **efficiency** of Forethought, simplifying AI workflows and enhancing productivity across multiple languages with ease. (16 reviews) - Users appreciate the **user-friendly design and extensive features** of Forethought, enhancing productivity and simplifying workflows. (15 reviews) - Users find Forethought to be **very easy to use** , benefiting from seamless navigation and intuitive features. (14 reviews) - Automation (9 reviews) - Integrations (9 reviews) - Analytics (8 reviews) **What users dislike:** - Users experience **delays** in response times for changes, which can hinder the overall effectiveness of the product. (5 reviews) - Users experience **long delays** in updates and implementation, hindering their ability to analyze data efficiently. (5 reviews) - Users find the **cost per deflection model** to be a significant downside despite overall service quality. (4 reviews) - Users find the **cost per deflection model** of Forethought to be high, affecting overall affordability despite its benefits. (4 reviews) - Users find the **higher than expected learning curve** of Forethought challenging, affecting onboarding and implementation for various use cases. (4 reviews) - Limited Analytics (3 reviews) - Users find the **reporting features limited** as they seek deeper insights to optimize workflows effectively. (3 reviews) - Poor Reporting (3 reviews) - Slow Performance (3 reviews) - Slow Response Time (3 reviews) ## Forethought Reviews ### 1. Useful tool, sup par account management **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** As the space becomes more crowded they are no longer the best option, especially because account management became less customized **What do you dislike about Forethought?** The AI/data piece is simpler now, but the customer support could be better **What problems is Forethought solving and how is that benefiting you?** It helps reduce our time to respond to customer escalations, especially on simple/high volume escalations, which frees up our customer service representatives' time. ### 2. 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. ### 3. 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. ### 4. It's overall a great tool, but the autofill feature when typing has caused some major issues **Rating:** 3.0/5.0 stars **Reviewed by:** Erin H. | Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** The Quick hyperlinks! Especially when in a live chat environment, it's nice to have things ready to go. The notes tab and favorites have been great additions as well. **What do you dislike about Forethought?** The autofill. No matter what I have done, requested, or anything, the autofill tool that has no way to edit or change is extremely frustrating. For me specifically, it auto-fills after the Kind Regards, or Best Regards, with another agent's name constantly, and on occasion, it auto-fills into the middle of sentences. **What problems is Forethought solving and how is that benefiting you?** I'm really hoping they can fix the auto-fill and make that editable at the very least. It's a bummer that sometimes the name of another agent gets autofilled in the middle of sentences ### 5. Forethought has been helpful finding quick things in FAQ **Rating:** 3.0/5.0 stars **Reviewed by:** Bryan H. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The reason I like forethought is the quickness you are able to find helpful information. It has helped answer simple questions much easier. You are able to quickly locate information. **What do you dislike about Forethought?** The reason I don't use Forethought for everything is when investigating issues, I find it easier to use a full screen and utilize using multiple tabs. That is what I am used to doing. **What problems is Forethought solving and how is that benefiting you?** Forethought has help me find answers quickly as mentioned above, it has helped answer simple and easy questions by letting me use our knowledge base we already have. ### 6. Forethought Review **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** We've loved how involved everyone on the Forethought team has been in answering questions, implementation, demonstrations, etc. If we ever have a concern or question, I can get full support from their team. **What do you dislike about Forethought?** The biggest pain points we see with Forethought are providing better data around their workflow builder and allowing their customers greater capacity to modify the workflows in each intent. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping empower our customers and merchants better self-serve by directing them to our resources. This creates a better experience for our customers and decreases the amount of tickets that come into our queue. ### 7. Some features are worthwhile if you don't have other options, but the pricetag is kind of staggering **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Hospitality | Small-Business (50 or fewer emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** Their customer support team is very responsive and we have very little issue getting help when needed. The widget worked as intended and allowed customers to self serve without our help. **What do you dislike about Forethought?** It was incredibly cost prohibitive. Already having a program, like Zendesk, that has a similar integration (that we just hadn't set up yet) the cost that Forethought was charging us was quite staggering. **What problems is Forethought solving and how is that benefiting you?** It's allowing customers to self serve, gain access to FAQs and try to troubleshoot prior to asking for our intervention and assistance. It allows us to focus our time on tickets that need deeper help. ### 8. Forethought has been working to improve the experience with AI. **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** The Forethought team is very responsive to questions and problems. Dan was great to work with. **What do you dislike about Forethought?** The Forethought application was prone to errors when we first started using it. They have worked hard to fix the errors. Please continue to improve the experience. **What problems is Forethought solving and how is that benefiting you?** Forethought is anticipating what the answers are to questions that our customers ask. Sometimes the customers ask questions that use different words than our documentation uses, so the hope is that the AI would learn what the answers are to those words that our customers are using and provide the right solution. ### 9. Redundant for Some Purposes **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** It is nice to have the extra window where articles and information can be found, and it is nice that the window can be be minimized an moved around the screen to a more convenient location. **What do you dislike about Forethought?** This tool is redundant for agents that usually answer calls. It is just another place to search for articles and offers no other advantages I could appreciate as a call agent. **What problems is Forethought solving and how is that benefiting you?** The Forethought AI tool solved no problems for me and I felt that the features it offered me were redundant for my purposes. As I understand it, the main point is to find and suggest helpful info based and pre-existing records for the current case, but those do not exist for a phone case. ### 10. Love the intent **Rating:** 3.0/5.0 stars **Reviewed by:** Michal S. | Customer Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Agatha has great promise and while I would love to use this tool more often, I have found it to be extremely temperamental and glitchy. Our organization runs using a VPN which complicates our ability to use the AI widget. Integration of this tool causes many delays and I am not able to fully experience it's capabilities. **What do you dislike about Forethought?** The esthetic block screen display visuals. It is hard to navigate around. **What problems is Forethought solving and how is that benefiting you?** It seems to work best by suggestion solution articles. ### 11. I have not been able to find a purpose **Rating:** 2.5/5.0 stars **Reviewed by:** Rakhshan H. | Merchant Retention Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The UI is slick and its unobtrusive on SalesForce (where I use it) **What do you dislike about Forethought?** It has not increased my access to information in a way that is useful **What problems is Forethought solving and how is that benefiting you?** Searching cases ### 12. Forethought can do better **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Streamlined the searching of help link/ documents / ticket and can paste exerpts of those directly to your existing ticket **What do you dislike about Forethought?** Still missing a lot of integration. Need to integrate other internal documents into one setting so you can access or search for them in one tool. Was looking into something like coveo **What problems is Forethought solving and how is that benefiting you?** Streamlined searching thru kb articles. ### 13. it got stuck many times **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** We get articles, confluence pages and tickets at one place **What do you dislike about Forethought?** I have to click on the forethought multiple times to open it. Also, it shows the correct article only when exact title is entered. **What problems is Forethought solving and how is that benefiting you?** Helping in searching past related tickets. ### 14. Niche use cases **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Online Media | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** That we are offered weekly customer support **What do you dislike about Forethought?** AI technology was not better than KW search technology on confluence or slack **What problems is Forethought solving and how is that benefiting you?** We were hoping to leverage AI to provide answers to commonly asked questions ### 15. I like how customizable it is so we can relate it to our specific customer base **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Non-Profit Organization Management | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like that we can name the chatbot and give it a specific icon **What do you dislike about Forethought?** Sometimes it doesn't catch the right help center articles **What problems is Forethought solving and how is that benefiting you?** Helping a little bit to prevent unnecessary support tickets ### 16. Early adopters will be able to shape this into something interesting **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Forethought?** Their AI is built in an interesting way, which they can boast about - it's industry-leading due to their founder's research project in machine learning. They are also a small team, willing to learn and adjust to your needs. **What do you dislike about Forethought?** It's a very new technology which has a lot of learning to do. There is room for growth. The AI often surfaces incorrect or irrelevant information, and we often found that we were fighting with it to present the correct data that we knew existed. For example, if you see an article exists or that a ticket was just answered with a specific topic, it can be frustrating not to surface this immediately when a related ticket comes up. We spent more time digging through agent assist trying to find the correct info than it saved us. **What problems is Forethought solving and how is that benefiting you?** We need a decent way to deflect tickets or allow customers to self-service when it comes to quickly answered solutions. Forethought also provided agent assist, which we hoped would surface relevant tickets, macros, or even JIRA tickets. ### 17. Forethought Review 2021 **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about Forethought?** The user interface is pretty friendly to first timers of Zendesk, and the learning curve is manageable. **What do you dislike about Forethought?** The efficacy is questionable for higher level triage of CS tickets. I can completely do without it in my flow. The AI also takes weeks to learn your needs and in fast paced CS that's not useful. **What problems is Forethought solving and how is that benefiting you?** I can see the usefulness for new agents, ones who have not been working the queues for an ORg long who can train the AI alongside their on boarding. ## 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?filters%5Bnps_score%5D%5B%5D=3§ion=pricing&secure%5Bexpires_at%5D=2026-08-12+23%3A29%3A57+-0500&secure%5Bsession_id%5D=0e744a2d-3e09-4cae-859e-a3573824f03e&secure%5Btoken%5D=0cd18426c4a3dd6032e2e4996fbae929a546fea6137200d222bbffc50f298f9a&format=llm_user) ## Forethought Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [PrimeSuite](https://www.g2.com/products/greenway-health-primesuite/reviews) - [Salesforce Headless 360 Platform (formerly Salesforce Platform)](https://www.g2.com/products/agentforce-360-platform-formerly-salesforce-platform/reviews) - [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) ## Forethought Features **Additional Functionality** - Tagging - Natural Language Processing - Data Extraction - Multi-Language - Predictive Analytics - Drag & Drop - Speech Recognition - Reporting/Analytics - Data Storage Management - Virtual Personal Assistant (VPA) - AI Copilot - Customer Segmentation - Collaboration Tools - Data Import/Export - Generative AI - For eCommerce - Role-Based Permissions - Customizable Branding - Search/Filter - Monitoring - Document Management - API - Data Visualization - Trend Analysis - Machine Learning - Access Controls/Permissions - Alerts/Escalation - Performance Metrics - Real-Time Data - Third-Party Integrations - Mobile App - Multiple Data Sources - For Sales Teams/Organizations - Sentiment Analysis - Activity Dashboard - Chatbot - Workflow Automation **Additional Functionality** - Call Reporting - Automatic Call Distribution - Call Whispering - Callback Scheduling - CRM - Call Tagging - Dashboard - Call Recording - Alerts/Escalation - AI Copilot - Call Transcription - Queue Management - Manual Dialer - Call Tracking - Auto-Dialer - Call Monitoring - Activity Tracking - Multi-Channel Communication - Contact Management - Sentiment Analysis - Progressive Dialer - Voice Recognition - Reporting/Analytics - Monitoring - IVR - Call Logging - Chatbot - Third-Party Integrations - Outbound Call Center - Interaction Tracking - Voice Mail - Call Routing - Automated Responses - API - Call Transfer - AI Summarization - Call Center Management - Inbound Call Center - Surveys & Feedback - Chat/Messaging - Predictive Dialer - Blended Call Center - Caller ID - Generative AI - Performance Management - Computer Telephony Integration - Call Scripting **Dashboard** - Dashboard **Speech Recognition** - Speech Recognition **Compliance Management** - Compliance Management **Autonomous Task Execution** - Autonomous Task Execution **Sentiment Analysis** - Sentiment Analysis **Data Security** - Data Security **Third-Party Integration** - Third-Party Integration **Human-in-the-loop (HITL)** - Human-in-the-loop (HITL) **Agentic Task Execution** - Agentic Task Execution **Natural Language Processing** - Natural Language Processing **Conversational AI** - Conversational AI **Performance Metrics** - Performance Metrics **Interaction Tracking** - Interaction Tracking **Knowledge Base Management** - Knowledge Base Management **CRM Integration** - CRM Integration **Inquiry Routing** - Inquiry Routing **Contextual Guidance** - Contextual Guidance **Communications Management** - Communications Management **Proactive Chat** - Proactive Chat **Ticket Management** - Ticket Management **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) - Multi-Language **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Customer Support** - Text - Speech - Knowledge Base - Knowledge Base Management **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection - Natural Language Processing - Simulation and Scenario Generation **Natural Language Interaction - Conversational Interface Agents ** - Natural Language Query Understanding - 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 - Drag & Drop Editor - Human-in-the-loop (HITL) **Platform** - Live chat - Integrations - Branding - Analytics - Role-based access - Collection of information - Augmented Analytics - Proactive Chat **Automation** - Ticket Resolution - Customization - Intelligent Routing - Customizable Templates **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 **Generative AI** - AI Text Generation - AI Text Summarization - Generative AI **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 **Additional Functionality** - Agent Collaboration - Data Governance - Prompt Engineering - Feedback Management - For No-Code Development - Version Control - Role-Based Permissions - Dynamic Modeling - API - Memory Management - Monitoring - Scalability - Cost Management - Scheduling - Natural Language Interface - Access Controls/Permissions - Multiple LLM Models - Integration Management - Customizable Frameworks - Pre-built Templates - Analytics - Intent Recognition - Contextual Guidance - Rules-Based Workflow - Attended Automation - Drag & Drop - For Sales/Marketing - Generative AI - Business Process Automation - AI Copilot - Third-Party Integrations - Multi-Channel Communication - Sentiment Analysis - Deep Learning - Code-free Development - Compliance Management - Automated Responses - Knowledge Management - Transfers/Routing - Personalization - Activity Dashboard - Customer Experience Management - Virtual Personal Assistant (VPA) - Chatbot - Speech Recognition - Reporting/Analytics - Task Management - Customer Engagement - AI/Machine Learning - Configurable Workflow - Unattended Automation - Conversation Intelligence - Workflow Automation - Proactive Error Detection **Additional Functionality** - Customer Surveys - Lead Qualification - Transcripts/Chat History - Language Detection - Pre-Configured Bot - Lead Capture - Code-free Development - Natural Language Processing - Multi-Language - For Sales/Marketing - Contextual Guidance - Automated Responses - Customer Support - Chatbot - Intent Recognition - Sentiment Analysis - Customer Experience Management - Query Suggestions - Transfers/Routing - AI Copilot - Canned Responses - AI/Machine Learning - Multi-Channel Communication - Automated Routing - Workflow Automation **Additional Functionality** - Workflow Management - Interaction Tracking - Alerts/Notifications - Single Sign On - Self Service Portal - Real-Time Analytics - Customer Database - Client Portal - Inventory Management - Tagging - Configurable Workflow - Customer History - Surveys & Feedback - Support Ticket Management - Service Level Agreement (SLA) Management - Widgets - Search/Filter - Chatbot - Email Templates - Activity Tracking - Feedback Management - Real-Time Data - API - Reporting/Analytics - Event Triggered Actions - Website Integration - Help Desk Management - Call Center Management - Queue Management - SSL Security - Social Media Integration - CRM - Chat/Messaging - Live Chat - AI Copilot - Customizable Reports - Email Management - Customizable Branding - Reporting & Statistics - Real-Time Notifications - Access Controls/Permissions - Customizable Forms - Customer Communication - Activity Dashboard - Third-Party Integrations - Customizable Fields - Multi-Channel Communication - Application Management - Communication Management - Role-Based Permissions **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 (171 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,734 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,203 reviews)