--- title: Forethought Reviews meta_title: 'Forethought Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 165 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: 165 scale: '5' date_modified: '2026-07-21' 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:** 165 ## 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. Not a bad tool **Rating:** 4.0/5.0 stars **Reviewed by:** Nicolas P. | Tier 3 Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I do like that Forethought is able to anticipate and assist with data entry and things of that nature, but I will say it works best when introduced at the start of a workflow as opposed to picking it up brand new and fitting it in. **What do you dislike about Forethought?** I think I would be more engaged with the tool if it was worked directly into my flow so I saw it's best application. It's one of those things you have to be shown in order to get.especially because there are onboard options for similar functions. **What problems is Forethought solving and how is that benefiting you?** At the moment, it's best used as a quick reference tool when I have multiple windows of information open. it definitely helps me save time and get through my flow faster. ### 2. Very friendly tool to access variety of information at once. I found this tool very useful. Thanks! **Rating:** 5.0/5.0 stars **Reviewed by:** Kirtan P. | Technical Product Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** It is very simple to access a variety of information at once, Time saving, and Provides quick resolution to issues and problems. People-friendly AI tool that I would be very happy to share with others! **What do you dislike about Forethought?** Almost I found everything easy with this Forethought AI tool. The only issue is it takes a bit of time to open up itself as it requires multiple clicks (from the mouse). It could be a use specific issue though, not too sure! **What problems is Forethought solving and how is that benefiting you?** We had an issue with Forethought AI a while ago where when we search anything in the tool, there was nothing come up as a 'search result'. After addressing this with the Forethought AI team, the issue was resolved within a few hours. ### 3. Very good tool to use when handling lots of cases daily **Rating:** 5.0/5.0 stars **Reviewed by:** Alexandru N. | Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 21, 2022 **What do you like best about Forethought?** It's very handy, you can really quick access similar cases from the widget based on the AI functionality, you can also integrate it with Jira and Knowledge articles so it will pull information from them as well if necessary. **What do you dislike about Forethought?** Case records are opened in a new window, would have prefered if they would open in the same window but in another tab, as in native Salesforce functionality for opening records. **What problems is Forethought solving and how is that benefiting you?** It reduces the time needed for researching a case by providing a list of most similar cases, knowledge articles and jira tickets, all at one click away. Now we spend less time looking for similar past cases or issues ### 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. A User-friendly Tool for Ticket Management **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** I like it because it is a user-friendly tool. Since it is integrated with Zendesk, I don't need to open a separate window to check for knowledge base articles or similar tickets related to the issue that I am searching for. Typing keywords in the search engine provides me with the possible answers I need. It speeds up my research time and the good thing about this tool I can mark favorites and put some notes. It's like a one-stop shop. **What do you dislike about Forethought?** Our company just recently launch this tool and I haven't experienced any downsides while using it. Most of us (users) are still learning about this tool. There are things they need to improve but so far my experience is good. I wish forethought has a user-preference setting that we can set on our own. **What problems is Forethought solving and how is that benefiting you?** It speeds up my time when doing research, looking for relevant knowledge base articles, and similar tickets. I don't need to open multiple tabs anymore. It helps me to close my working ticket faster! It is a great tool! ### 6. The AI platform works amazingly well with our support ticket software. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 09, 2022 **What do you like best about Forethought?** Forethought learns the platform over time thereby providing meaningful insights and suggestions to users on any queries or concerns they receive from customers. The platform is also helpful in the collation of all our available knowledge base materials and historical ticket data into the AI system providing great support in resolving issues. **What do you dislike about Forethought?** It is required to use the platform regularly and also takes time to learn the product before the AI can help automate and optimize the whole customer support lifecycle. **What problems is Forethought solving and how is that benefiting you?** Our organization has a lot of data repositories where we store our knowledge materials and it consumes a lot of time just by finding the right resources that we might need. With this solution, it will automatically look for the right information for us and also show us a list of useful information which makes knowledge materials easily ready and accessible translating to great customer interaction. ### 7. Forethought: Gateway to the Future of Support **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought's Triage product enables companies to automate processes impacting their customers and their agents. It is a high-context solution, and their team treats it as such. They provide you with a CSM to learn about your business and support model to ensure that the AI models they create will benefit your business. They are not shy about providing feedback on your use case and ideas. They are also incredibly receptive to feedback and see their customers as partners. The models we've deployed have reduced the time it takes to reroute tickets by 75-80%. **What do you dislike about Forethought?** Since the dashboard is in the early stages, we cannot quickly make changes and have to go to our CSM for them. **What problems is Forethought solving and how is that benefiting you?** - redirecting tickets to other teams and other companies - predicting customer sentiment Getting tickets to the group that should solve them faster helps ensure a better customer experience. Understanding customer sentiment when the ticket is created vs when it is resolved help us ensure a better customer experience. ### 8. Great Implementation Process **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** We're a newer client, but our implementation process has been great! Our CSM has been great in setting expectations, letting us know what will be required of us, and working with us on steps/processes we may not fully understand. They have also provided us with "workbooks" that allow us to understand what elements will be utilized in the tools we're implementing. **What do you dislike about Forethought?** It definitely would've been helpful before we signed our contract to have a demo showcasing what the Solve tool would look like in our CRM platform and how it would interact with how our chatbot is currently built. Otherwise, we've been very happy with our work with Forethought so far! **What problems is Forethought solving and how is that benefiting you?** We decided to implement Forethought AI to help our team achieve its goal of keeping the team small and tight while still delivering high-quality service as our company grows.The goal is to have Forethought AI help us drastically improve our deflection rates and save our agents and customers time. ### 9. Forethought SOLVE **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in E-Learning | Small-Business (50 or fewer emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Forethought?** SOLVE has changed how my company has approached self-service support options. With the integration of SOLVE into our product, we have been able to enable end users to search help documentation in order to provide them with the experience of attempting to resolve issues on their own before contacting a live agent. We have gotten some amazing and positive feedback from clients who have been utilizing this feature and cannot wait to roll it out to more! **What do you dislike about Forethought?** Accruacy of the tool's article suggestions are sometimes lacking, however, have remained quite consistent over the last few months. **What problems is Forethought solving and how is that benefiting you?** Forethought's SOLVE product is helping us provide support articles to end users when they need it most. By integrating this product into our own, the tool has been able to give users documentation that is relevant to the issues that they are experiencing. As a result, users have direct access to instructions on how to resolve their questions and can even reach live support agents directly from within our product, thus preventing them from having to do any research in a new browser tab or window. ### 10. Handy to Support other Automation **Rating:** 3.5/5.0 stars **Reviewed by:** TJ K. | Business Systems Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like agatha predict's ability to predict what a case is about before anyone even looks at it personally. It is a super advanced feature I am glad that we are using. **What do you dislike about Forethought?** We seem to be at the limit of accuracy improvement to this prediction. When we suggest adding a few inputs to boost the algorithm's prediction accuracy, we hear concerns about making the system too complex or adding noise. However, we have only 60-70 % accuracy in the agency id prediction. We use this id to help us filter which notices can go to our Optical Character Recognition service for automatic indexing. Not having the ability to rely on this output is putting hindrance to our ability to automate this resolution process. I wish there was a way to tailor the algorithm or build it to be a bit more accurate. **What problems is Forethought solving and how is that benefiting you?** Agatha predict is a cornerstone of our pre-work to resolve tax notices on behalf of our customers. With very limited inputs we are able to give a rough prediction of some of the data the notice is pertaining to. This is used to give our manual reviewers a head start in indexing the notice and analyzing it for a solution. ### 11. Agatha (Forethought AI) has allowed our team faster access to information for our Customer! **Rating:** 4.5/5.0 stars **Reviewed by:** Tad P. | Team Lead - Graveyard, Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Forethought?** Ease of use! Agatha is always there within Zendesk and quickly serves up information for our agents to more efficiently assist our customers and has cut down our time in responding significantly. **What do you dislike about Forethought?** The only thing I'm not a fan of is the pink (movable) overlay tag. No matter where I place it I manage to obscure something else. This is not the fault of Agatha. **What problems is Forethought solving and how is that benefiting you?** Agatha locates and presents historical responses to similar questions for the team and even suggests tickets or macros to help the customer. As a team Lead for our agents it frees up a time from me for answering questions adn allows me to better address more intricate issues with the team as a whole. **Official Response from Leyla Carefoot:** > Hi Tad, Thanks so much for taking the time to leave a review. We appreciate your feedback and are thrilled that Forethought helps your agents assist your customers more efficiently! ### 12. Customer Support Team Lead **Rating:** 5.0/5.0 stars **Reviewed by:** Fotios (Fotis) K. | Customer Support Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** I like the AI capabilities of this product. What I like the most is how it learns our database and combines everything in one place. At the same time notes are really useful too. **What do you dislike about Forethought?** I think that sometimes the accuracy of the article-searching algorithm is not optimal. I think it's important to find the sweet spot of the algorithm's intelligence. **What problems is Forethought solving and how is that benefiting you?** It saves a lot of time. I think that would be my number one argument for its value. It gathers all of our resources in one place which has proved very helpful. Plus the bot is super helpful too. ### 13. Forethought AI - User friendly, Unique UI design and Very helpful **Rating:** 4.5/5.0 stars **Reviewed by:** Rojohn E. | Technical Support Engineer, Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** Forethought AI has actually helped me to easier find related tickets in Zendesk more and very easy to use; that's why I suggest it to my colleagues to utilize it. **What do you dislike about Forethought?** Nothing much, aside from sometimes it's taking lot longer than usual to show or display the result. But most of the time, the performance is pretty great which is really a plus specially in dealing with mutiple tickets. **What problems is Forethought solving and how is that benefiting you?** Currently, Forethought AI is helping our Support Team in better handling our ticket buckets by providing us suggestion of old tickets or related tickets from what we are currently reviewing. ### 14. Effective, agile, and continuously improving **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** First and foremost, it works. Our team has seen meaningful impact (driving customer support inquiries to self-service) that continues to improve with time. We have also experienced personalized service and success from the Forethought team to help optimize our tech setup for our program, which has a fair degree of customization and nuance. **What do you dislike about Forethought?** There have been a couple of instances when new code releases or testing on the Forethought side have interrupted our program. Their team has always responded promptly. Turnover on our account team has been a challenge at times, as well. **What problems is Forethought solving and how is that benefiting you?** Scalability of our customer support and success. We have deployed half a dozen applications of Forethought's technology to enable our customers to self-serve help needs or utilize automated workflows to accomplish a task. This has enabled our support and success cost to grow much more slowly than our top line. ### 15. Super Useful Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Danielle E. | Client Relations Program Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The most helpful thing about Forethought AI is that it can help you to complete your emails quicker with predictive text. Response time matters to assure customers we're actively working on their issue. **What do you dislike about Forethought?** I have not experienced any downsides while using Forethought AI, the product has been truly great so far! I cannot think of any current improvements that are needed to the product. **What problems is Forethought solving and how is that benefiting you?** This is expediting typing customer replies. Macros are not always perfect for every case and need to be tweaked on a case-by-case basis. The predictive text feature is very helpful for getting responses typed and out to customers quicker! ### 16. Great for delivering resolutions to our customers! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** I like the level of customization we have for Forethought. The features they have make the tool easy and user-friendly. I can add forms, and buttons and collect important customer information before a chat or ticket is created. Also, the Assist anywhere feature to search macros, articles, and websites all at the same time is an efficiency game changer for our agents. **What do you dislike about Forethought?** We are using Forethought because we don't have a zendesk engineer to help with all the API connections and overall engineering work that is needed, we get that from Forethought. If we had that person we may not use Forethought. **What problems is Forethought solving and how is that benefiting you?** Cuts down on the number of tickets and chats sent to our team, leaving us with a manageable volume to a smaller team. Efficiency gains on SLA's from assist anywhere. We have lots of articles and tools for agents to search in, having a all in 1 search is phenomenal. ### 17. One of the most versatile machine learning platforms available **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** There are a lot of "AI" companies out there that are either not using AI/ML at all or are extremely simplistic, single-use tools relying on pre-trained models. Forethought offers actual flexibility with custom solutions, models, and mapping for what YOU need. I've used Forethought at multiple organizations to great effect. **What do you dislike about Forethought?** Currently, there are little to no self-service options - because machine learning is extraordinarily complex and very few people truly understand how it works, it requires a lot of input and coordination with Forethought's team. They're very helpful and responsive in this, but I'd love to see a future iteration with interfaces that allow me to create or retrain models or set mappings. **What problems is Forethought solving and how is that benefiting you?** 1. Salesforce-based support suggestions. We use their answers component to serve up potential snippets from previous emails or conversations or knowledge articles to help a representative solve a case/ 2. Automatic triage - we use a categorization model to automatically set a category, subcategory and confidence level predictions that can be used to automatically triage incoming text-based cases (like customer emails). 3. Sentiment - we run a model that predicts customer sentiment (negative or positive) to glean extra insights and identify cases that may need a manager's intervention or review. We run this cumulatively so we get an initial and a current value, which is helpful in identifying whether we made a situation better or worse with our responses. ### 18. forthought review **Rating:** 4.5/5.0 stars **Reviewed by:** Michael D. | Team Leader, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Its easy to use since its integrated. You don't need to check multiple windows for the answer, you can just type the keyword and it will provide you all the possible answer you need. **What do you dislike about Forethought?** sometimes, the app is very slow. when its not working properly its taking more than a minute to provide the answer so it's easier to tab to another window sometimes. Most of the time, its working properly though. **What problems is Forethought solving and how is that benefiting you?** it's providing me with an article/solution for our customer's inquiries or questions. its faster and making my average time to close a case much faster. its a great tool ### 19. Customer Service Game Changer **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 04, 2022 **What do you like best about Forethought?** Forethought AI is helping our organization step into the future of Customer Service by giving us easy access to conversational AI while also supporting our internal efficiency. We're using two Forethought AI tools at the moment: Triage and Solve. The great thing is that Solve is helping us to deflect and capture information directly from the member and then seamlessly hand off those cases to our queues. In the queues, Triage picks up and helps us to make sense of the data, improve the accuracy of the data categorization, and reduce the manual work on our team. **What do you dislike about Forethought?** We've only been using Forethought AI for a brief period of time and the only challenge through implementation has been ensuring that we have the right technical parties involved on our side. The product itself has been straight-forward and the support from the Forethought AI Team has helped to get through that. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is helping with two key challenges in the business: internal efficiency and case deflection. We're using Triage to support our internal efficiency, improve accuracy of data categorization, and reduce manual work from agents. We're using Solve as our tool to deflect incoming cases and capture better information from members at the time of contact to increase first contact resolution. ### 20. Impressive Product and Exciting possibilities **Rating:** 4.0/5.0 stars **Reviewed by:** Randy C. | Technical Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2022 **What do you like best about Forethought?** Great product that really seems to understand how to bring value to Support Teams. The different products all fit different needs and do so in creative and exciting ways **What do you dislike about Forethought?** Not much to dislike. Any concerns I had were explained and/or already on the roadmap to be part of the Product in the future. The pricepoint (as justifiable as it is) is the only dislike I could state, but as I mentioned, it is clear to see why it is priced as it is. **What problems is Forethought solving and how is that benefiting you?** Ticket deflection, improving agent handle times, and identifying gaps in our knowledge base are the most exciting features. All of this helps our agents focus on what is important compared to the extra noise. ### 21. Its a great product, all you have to write is key word, all material to read would be available. **Rating:** 4.0/5.0 stars **Reviewed by:** Vaibhav B. | Technical Support Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** Speed and accuracy by which it works. THis software is a time saver, all in our company love this product. I recommend this to simplify your life especially when you are in tech support **What do you dislike about Forethought?** Sometimes it misses a few relevant knowledge articles; all information is not visible sometimes. It should display all knowledge articles and ticket from past ticket database **What problems is Forethought solving and how is that benefiting you?** Time saving, previously, we had to type the document and hit on search; now, as soon as we start working on the ticket, we have all the relevant information in front of us. ### 22. Awesome product for Ticket Management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought triage and assist model has made our ticket management a lot more manageable because Zendesk triggers and automation can only do so much. Forethought with its AI machine learning studies our customers interaction and picks out the key words to properly triage our tickets in the right queue so our agents can get to them faster. **What do you dislike about Forethought?** Due to how we operate Zendesk, it took implementation a lot longer than expected, but once we got all of the loopholes out of the way, it worked perfectly. The most important thing here is to ensure constant communication between internal teams and Forethought. **What problems is Forethought solving and how is that benefiting you?** The problem Forethought Ai is solving is faster and more effective ticket routing so our agents can focus on delivering quality customer support. This resulted in improved SLA and CSAT. ### 23. Definite Game-changer! **Rating:** 5.0/5.0 stars **Reviewed by:** Elizabeth W. | Manager, Client Support, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** Our organization has been using Forethought's triage model for about a year, now, and we are thrilled with the results. Previously, the volume of incoming cases was so great that we had a designated role just for triaging work. Thanks to Forethought, we have automated the triage process almost completely, and in doing so eliminated the need for the designated role. Better yet, our Forethought team are extremely helpful and attentive, and an absolute pleasure to work with! **What do you dislike about Forethought?** Nothing stands out to me. Very happy with our partnership with Forethought so far. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping us triage work automatically, eliminating the need for manual review. We have also worked with Forethought to develop AI that identifies "quick win" cases and bump these to the top of our queue. The result is improved turn-around time for and satisfaction ratings from our clients. ### 24. 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. ### 25. The Forethought AI made looking for resources easier **Rating:** 5.0/5.0 stars **Reviewed by:** John Rimher M. | Sr. Customer Ambassador, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like that it's easier to search for support articles since it's added in Zendesk. The option to save the items makes it a lot easier to locate similar resources. **What do you dislike about Forethought?** I don't dislike anything since I think there's still a lot to improve in the app, but it would be great to have it as a main tool in Zendesk instead of a separate app. **What problems is Forethought solving and how is that benefiting you?** The problem of opening multiple tabs to locate multiple resources is eliminated through Forethought AI because of it's ability to easily search for these resources. ### 26. Forthought is Saving my Metrics! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like how I can access my resources for work without exiting zendesk. Grabbing links for help docs and snippets from our online resource library is much faster without having to load up several web pages. **What do you dislike about Forethought?** I don't like that I am unable to scroll article previews so that I can copy specific information from help documents without loading the entire web page. Would be nice if you could just grab text from the page in the preview so we know we are accessing the right material. Better sorting/filtering would be helpful as well. **What problems is Forethought solving and how is that benefiting you?** It is improving my work metrics and ticket answering time because I am able to access work resources quickly and efficiently. Our company sight is usually very slow to load so this helps ALOT! ### 27. A great solution to empower your community to self-serve **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** October 13, 2022 **What do you like best about Forethought?** Their customer success is super helpful in getting the most out of the product. I love that it's customizable to our liking with their partnership. The algorithm learns and grows with our business, which helps us to refine our experience continually. **What do you dislike about Forethought?** There are limitations around the integrations with Freshdesk, our CRM software. We would love to take advantage of some handy features, but it's unclear when they will be available to us. There are also some limitations to the reporting and data; I wish there were more granular insights that we could access on our own. **What problems is Forethought solving and how is that benefiting you?** Forethought has helped us to mitigate our ticket volume by almost 20% since implementation. We are a very lean team, so it's been integral to helping us better support our community. Forethought's chat bot helps our community to self-solve when possible. ### 28. Useful tool with great account management **Rating:** 4.5/5.0 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?** The account rep, Zach, we've worked with has been stellar, going above and beyond to provide excellent support to my team. Forethought has also significantly reduced our initital time to respond to customer escalations, and it's been handling the majority of tickets that fall within the scope of the AI's training. **What do you dislike about Forethought?** Forethought requires a lot of data to add new automated responses, which can be time-consuming, especially when the purpose of the tool is to reduce workload. I wish there was an easier way to passively gather data without making changes or a crash course on easy changes to make to Zendesk. **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. ### 29. Using Agatha Assist has increased my productivity tenfold **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Adding and saving notes as well as sharing them for other members of the team. Also searching the keywords in specific tickets and our own help center as much as possible. **What do you dislike about Forethought?** Ticket searches and help center searches are not accurate sometimes, it would be great to have more than just three results appear at a time for Help Center articles as well. Also the ability to one-click add the article you know will fit so that you do not have to click through to another menu. **What problems is Forethought solving and how is that benefiting you?** Productivity and fastness of ticket replies, this is really great at assisting me in achieving my SLA when replying to customer's tickets that much quicker and providing custom responses that I can save without a big hassle. ### 30. Forethought AI has been a great first step in our support infrastructure **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** I like that forethought is always learning and improving the results that are returned via the zendesk intergration. I also really like that it pulls from our knowledgebase as well as our past tickets. It's a great first avenue to use when looking for answers to customer queries. **What do you dislike about Forethought?** Sometimes the results are less than ideal for certain search queries. For example sometimes tickets won't be returned when I use the search function, even when the ticket contains word for word the text of my search query. **What problems is Forethought solving and how is that benefiting you?** Forethought AI allows me to scour multiple different sources of information at once. If a ticket contains information about mysql databases it will pull in relevant information from our documentation, internal docs, and past tickets. ### 31. Forethought Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Forethought?** I appreciate the intuitive capture of Knowledge Base articles that align to key works used in the ticket. This helps speed up the process of linking help articles to tickets. **What do you dislike about Forethought?** I do wish the features were more directly integrated into the field box where I type in my responses to customers. Right now, the features are accessible in a side panel which breaks up my workflow and makes the features more cumbersome to access. **What problems is Forethought solving and how is that benefiting you?** I appreciate Forethoughts ability with predicting what resources may be helpful and allowing me to reduce the amount of time it takes for me to compose a response. This is especially useful during our busier seasons of the year when ticket volume increases. ### 32. Great tools that increased our deflection and control over workflows by almost 50% in the first year **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The onboarding process and ongoing support from Forethought have allowed us to continue to improve our workflows and deflection rates. The team also always takes product feedback and focuses on adding improvements to existing features while adding new features that make the experience more value for our money. **What do you dislike about Forethought?** Not all 3rd party integrations are fully supported yet. We do continue to see new integrations being addedhowever, and we are excited to make even greater use of the tools in the future. **What problems is Forethought solving and how is that benefiting you?** It provides a simple integration into our site for guiding customers to the appropriate self service tools and knowledgebase content. These flows also allow better data transfer to our agents when tickets do need to be submitted. ### 33. Useful and versatile tool **Rating:** 5.0/5.0 stars **Reviewed by:** Erik F. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Forethought?** Forethought AI has been a great addition to our customer site because it allows us to reference multiple documentation sites for our customers. **What do you dislike about Forethought?** I want a better way to generate reports of how our customers utilize the Forethought AI services. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is making it easier for both our customers and our support team to do one search and find information from multiple sites. They no longer need to go to different locations for information. ### 34. Amazing Product & Team **Rating:** 5.0/5.0 stars **Reviewed by:** Fatima I. | Customer Operations Team Lead, Mid-Market (51-1000 emp.) **Reviewed Date:** September 16, 2022 **What do you like best about Forethought?** Forethought's tooling is pretty amazing in combining all of our internal/external resources in one place and provides the best suggestions for our customer service agents to respond back to our clients. The Agatha tool was the first tool we used, but the Assist Anywhere is a game changer. We also love our weekly meetings with Dan and the team - they are extremely thoughtful, valuable and overall great people to work with. **What do you dislike about Forethought?** Can't think of one at all! - - - - ----- **What problems is Forethought solving and how is that benefiting you?** We have several different resources (both internal/external) and it would take our agents a while to look these up in order to respond to a client's inquiry. Assist Anywhere has provided us with a solution for onboarding new agents and helping tenured agents reduce average handle time and closing tickets quicker than we were previously. ### 35. Forethought has amazing business solutions and even more amazing people who support them. **Rating:** 4.5/5.0 stars **Reviewed by:** Jeremy M. | Director, Training and Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The constant innovation, willingness to think outside the box and a team of people who truly want to partner and find answers to business problems. **What do you dislike about Forethought?** Being a newer company they may not always have the integrations built out that you're looking for. Having said that, they always find a way. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping us bring innovation to how we serve up help content to our end users and also helping us improve efficiencies within our support team, ### 36. solid tool that occasionally tries to be more useful than it needs to be **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** the tool is definitely useful for what i downloaded it for: loading support page recommendations, recommending blurbs. the interface is easy enough to use NOTE: i wanted to upload a screenshot of myself using the tool but your site is having trouble and wouldn't allow me to. please follow up with me at jperezgarcia@qualtrics.com for the screenshot and proof that i'm a current user **What do you dislike about Forethought?** sometimes the tool thinks it has more utility than it actually does. it'd be nice if you could turn off certain functionality or make it disappear if you don't need/use it **What problems is Forethought solving and how is that benefiting you?** in my job we need to complete x number of technical support tickets each day. when this is the case, small things that help streamline the completion of each ticket add up and allow for us to work at greater volume and look good among our peers. the tool is one of many things that can help to streamline this role ### 37. Good Product, Needs a Bit More Tweaking **Rating:** 3.5/5.0 stars **Reviewed by:** Melissa M. | Knowledge Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The ease of use in setting up workflows and managing them. The customer success team is great to work with. **What do you dislike about Forethought?** The primary functionality sometimes breaks, and it can take a week or more to get it fixed. Analytics isn't particularly robust yet. **What problems is Forethought solving and how is that benefiting you?** Forethought is more flexible than other options on the market, making it easy to set up workflows and messaging that sounds personalized and more human, helping us deflect a fair amount of tickets. ### 38. Amazing and wonderful to work with **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Public Relations and Communications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** It's very useful to grab the knowledge and is easy to search the articles and confluence pages. Also, very helpful in saving time. **What do you dislike about Forethought?** Nothing as of now. Everything is perfect, but sometimes software behaves wonky and that needs to be taken care. Rest everything is good. **What problems is Forethought solving and how is that benefiting you?** The articles and confluence pages are very helpful. Also, if we don't know any answer that is asked by our coaches and if we search for related tickets, we can find them on the Forethought which is amazing and very helpful in saving time. I would highly recommend Forethought if they really want to save time and need help at their workplace. ### 39. Game Changing Experiencing **Rating:** 5.0/5.0 stars **Reviewed by:** Andrew W. | Customer Service Representative, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Assist has been so efficient and has changed my entire work experience. Everything is so easily accessible and user-friendly. Great experience! **What do you dislike about Forethought?** Sometimes it can be glitchy where I can't press certain buttons on the display or it will not copy and paste correct, but we're hoping those are just updates! **What problems is Forethought solving and how is that benefiting you?** The auto-fill has been quite helpful and the suggestions for more complicated customer requests are what I use it most for. ### 40. Vital Utility & Great Support **Rating:** 5.0/5.0 stars **Reviewed by:** Tanner N. | Director of Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2022 **What do you like best about Forethought?** Forethought not only has a great platform from a technology point of view but also backs its platform with great support and service. They've been super responsive to any and all feedback that we've provided and have demonstrated a bias for quick action -- leading to an even better product. **What do you dislike about Forethought?** At this point there honestly isn't much to dislike. In my view, they are an industry leader and are working to become the standard. Still, a little work to do in the realm of being able to customize and diversify acknowledgment statements that the bot uses to help it feel a little more conversational, but it's getting there. **What problems is Forethought solving and how is that benefiting you?** Forethought enables us to be available 24/7/365 for all the most common reasons that we're contacted. It also provides us with the flexibility to provide on-the-fly updates to address new and trending items as we experience any unforseen problems. Both of these pieces ensure that through the ups and downs, our customers are getting the timely responses that they hope for and that our department is positioned to scale as efficiently as possible. ### 41. Promising chatbot software **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** Forethought has the potential to be a very powerful tool for teams to automate support and sales interaction. The agentic capabilities continue to grow, and with the right onboarding, your team can be set up for success within a few months. **What do you dislike about Forethought?** The product isn't always intuitive, so you may have to rely on your CSMs and Forethought's support team more than you may want to. Better knowledge centers and dedicated onboarding time could really help customers find value quicker. **What problems is Forethought solving and how is that benefiting you?** Forethought is helping deflect upwards of 60% of our incoming chats. This helps our team focus on the high-IQ problems, and less-so on the easy, repeat questions. ### 42. Great Team, Great Support, Even better AI **Rating:** 5.0/5.0 stars **Reviewed by:** Jason H. | Sr. Salesforce Administrator, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Love how it seamlessly integrates within our Salesforce Org and provides a better end-user experience over Einstien - customization is hands down the best **What do you dislike about Forethought?** No dislikes - it is the best solution and experience from what we have available and have experienced with Einstien. **What problems is Forethought solving and how is that benefiting you?** Forethought is serving the best knowledge for our customers; we have seen a sharp decline in the amount of email and phone support tickets. ### 43. Great tool **Rating:** 4.0/5.0 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?** The bar is always available and it's easy to search for any resource. It's fast and it helps a lot when you have live contacts and you need to find a reference or documentation. **What do you dislike about Forethought?** Sometimes results are disorganized, you need to dig a bit to find what exactly you are looking for, probably a filter by date could be useful to have a more refined search. **What problems is Forethought solving and how is that benefiting you?** It's providing in a fast way all need to make my daily work easier, it's a very useful tool to provide an answer or an article reference to the clients and have a all in one hand solution. ### 44. Insightful! **Rating:** 5.0/5.0 stars **Reviewed by:** Lisa B. | Technical Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I love the suggestions that I get as they make my job much easier. I get suggestions to resources that I can relay to my customers among the experience that much more seamless. **What do you dislike about Forethought?** At first suggestions wouldn't be as accurate but with time and as the AI learned more about our customer base and the type of support we provide, suggestions became way better. **What problems is Forethought solving and how is that benefiting you?** It's making the problems my customers have much easier to solve based on the suggestions we receive. We use it as an integration with Zendesk so it's SO helpful that I don't have to look elsewhere for stuff. ### 45. Great Software **Rating:** 5.0/5.0 stars **Reviewed by:** Tracy W. | Director Of Customer Experience, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** I like the flexibility of Forethought. You tell them what you want to be solved and they build a model to work for you. **What do you dislike about Forethought?** I didn't like the wait to get the models up and running, and the ever-changing CSMs that managed my account. **What problems is Forethought solving and how is that benefiting you?** Its solving my baseline support requests so that my agents can focus on the tickets that they need to work on. ### 46. Triage has been great for us, some suggestions for improvement **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** Forethought helps to save time on agents filling out case fields, and helps identifies cases where there may be an incident. There's a lot of applicability for this and we appreciate how these models can be updated to be more accurate and reliable **What do you dislike about Forethought?** Wish there were more ways to report on and understand how well triage models were performing outside of coverage and accuracy (i.e. how many fields were revised after forethought predicted a field) **What problems is Forethought solving and how is that benefiting you?** Forethought helps us to catch high-priority issues and saves time in reviewing cases. Pinpointing priority and case reason helps our agent know the expectations on the case and saves some time in investigating the issue. ### 47. great to have this app as it helped me on my day to day activity as a support. **Rating:** 4.5/5.0 stars **Reviewed by:** Mary Rozelyn D. | Product Support, Small-Business (50 or fewer emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** Like it's ability to identify related topics that i need for the ticket i'm handling. **What do you dislike about Forethought?** None so far. It's helping me on my day-to-day activities so I don't have any issues. **What problems is Forethought solving and how is that benefiting you?** More on ticket handling it was able to generate related questions and/or answers relevant to the inquiry im handling. And it helped me provide resolution to tthe customer more efficiently. ### 48. Super Useful and Intuitive! **Rating:** 3.5/5.0 stars **Reviewed by:** Elizabeth S. | Customer Experience Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2022 **What do you like best about Forethought?** Intuitive AI that guides my customer support process and helps make my job a lot easier! **What do you dislike about Forethought?** There are no downsides and nothing that I dislike. **What problems is Forethought solving and how is that benefiting you?** Forethought brings relevant resources to my fingertips so that I don't need to go hunting for them. It makes my response time faster and more accurate. ### 49. 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. ### 50. Innovative way to handle tickets! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought helps in seeking the answers to customer queries with ease. I like how it gives multiple suggestions related to the question or concern. It’s my first time using an AI integration, and I’m really impressed. **What do you dislike about Forethought?** I would really appreciate it if they could include the name of the agent handling a past ticket in the search bar for a quicker find. **What problems is Forethought solving and how is that benefiting you?** The AI is classifying tickets faster now, and it really helps in removing junk emails/tickets from our queue. Saves us a lot of time! Makes us focus more on legitimate tickets. ## 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?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-07-23+03%3A33%3A25+-0500&secure%5Bsession_id%5D=bc84b715-4b40-4301-b089-9fa2d30af029&secure%5Btoken%5D=c26efc7cc528f0d2896caba8c9bf32047d17d650e314847204353b20fad81e23&format=llm_user) ## Forethought Integrations - [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) - [Freshdesk](https://www.g2.com/products/freshdesk/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) - [Zendesk Sunshine](https://www.g2.com/products/zendesk-sunshine/reviews) ## Forethought Features **Administration** - Database Management - Data Workflows - Issue Management **Knowledge Management** - Knowledge Base - Publishing Workflows - Analytics **Responses** - Personalization - Route To Human - Natural Language Understanding (NLU) **Responses** - Customization - Control - Route To Human - Menu bars - Drip sequences **Customer Support** - Text - Speech - Knowledge Base **Generative AI** - AI Text Summarization **Automation - AI Agents** - Sales Follow-Up - Customer Interaction Automation - Lead Generation - Document Processing - Feedback Collection **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 **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 (171 reviews) - [Fin](https://www.g2.com/products/fin/reviews) - 4.5/5.0 (3,724 reviews) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,203 reviews)