--- 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. Love Forethought **Rating:** 5.0/5.0 stars **Reviewed by:** April L. | Customer support engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Forethought is great! Easy to use and helps me find information to resolve my cases much quicker than I was able to before. Highly recommend! **What do you dislike about Forethought?** I do not dislike anything. It has been very easy to use. **What problems is Forethought solving and how is that benefiting you?** Forethought makes it so much easier to find relevant information to help me solve cases faster. ### 2. Forethought AI for Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 08, 2022 **What do you like best about Forethought?** Forethought AI reduces contacts by answering the easy-to-automate contacts via email and also chat. AI allows for personalization and optimization. The team is also extremely helpful and quick to respond. **What do you dislike about Forethought?** Forethought takes some time setting up but once optimized it works really well. The metrics are helpful but I'm excited for their team to continue building new dashboards and additional analytics. **What problems is Forethought solving and how is that benefiting you?** Forethought reduces costs of support by automating basic responses to questions with machine learning. It allows support agents to use their skills on more difficult responses. ### 3. Helping your Help Center work smarter **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Veterinary | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The customizable Solve widget has deflected many tickets by serving up articles to our customers for common questions. **What do you dislike about Forethought?** At the moment, reports must be sent to us manually to see exactly what our customers type into the widget but the dashboard at least gives us insight into articles that are most helpful so we can adjust the rest of them to use the same format. **What problems is Forethought solving and how is that benefiting you?** The Solve widget is acting as an additional support team member by deflecting many tickets that would otherwise come in to our support desk. ### 4. 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. ### 5. Great way to easily source answers for my customers and helps be be confident in my answers. **Rating:** 5.0/5.0 stars **Reviewed by:** John P. | Customer Onboarding Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Being able to quickly find answers from our material to quickly respond to customers. **What do you dislike about Forethought?** the interface isn't super friendly on a small screen like a laptop as it obscures a lot of information on screen. **What problems is Forethought solving and how is that benefiting you?** Quickly being able to source vetted answers to inspire confidence in our customers. ### 6. Great help for Customer Support **Rating:** 4.0/5.0 stars **Reviewed by:** Emil B. | Technical Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 02, 2022 **What do you like best about Forethought?** The fact that it learns with the system, it's very helpful for current and future users when suggesting answers for different tasks/queries. **What do you dislike about Forethought?** Users might have a challenge during the initial stages of implementation due to the lack of data. **What problems is Forethought solving and how is that benefiting you?** It helps with suggesting help articles for customer support. ### 7. 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. ### 8. I absolutely love it! **Rating:** 5.0/5.0 stars **Reviewed by:** Barbara W. | Senior Account Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** I love the way it pulls articles from the guide to use on current tickets. **What do you dislike about Forethought?** The predictive text does not seem to work well for my writing style. **What problems is Forethought solving and how is that benefiting you?** Finding previously written material related to the current ticket's issue. It is making my ticket reviews times decrease. ### 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. Forethought is very helpful in knowledge check and it facilitate working on the tickets. **Rating:** 4.5/5.0 stars **Reviewed by:** Somisha S. | Customer Support Executive, Mid-Market (51-1000 emp.) **Reviewed Date:** November 05, 2022 **What do you like best about Forethought?** The most useful part is you can keep your notes there. It also shows the same tickets. **What do you dislike about Forethought?** As of now, I don't find anything which is not helpful about Forethought. **What problems is Forethought solving and how is that benefiting you?** Forethought AI solves the issue of finding the correct information. ### 11. Forethought AI is a Game Changer **Rating:** 4.5/5.0 stars **Reviewed by:** AJ D. | Support Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** I like the text prediction which helps cut down the time it takes to write responses. **What do you dislike about Forethought?** Sometimes when you hit the right arrow to accept the text prediction it duplicates the prediction. **What problems is Forethought solving and how is that benefiting you?** I have reported any problems recently. The duplicate text prediction only happens sporadically. I haven't figure out the cause. ### 12. 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. ### 13. Quick and reliable search **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** Cross-platform searching is super useful when you want to find out more about a particular key word, but do not know exactly where to find that information!!!!!!!! **What do you dislike about Forethought?** The AI can take some time to train, but once it is full trained, it worked very well!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! **What problems is Forethought solving and how is that benefiting you?** Forethought is allowing for unconscious collaboration across support by leveraging the collective unconscious solutions, and having an AI sift through this and create links where you might otherwise not find them. ### 14. Great resource for quick email response **Rating:** 4.0/5.0 stars **Reviewed by:** Camila H. | Support Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** October 13, 2022 **What do you like best about Forethought?** Auto complete and links to related cases, support articles and template responses **What do you dislike about Forethought?** It might not pull the most accurate data or embedded links can be broken **What problems is Forethought solving and how is that benefiting you?** Auto completes with most used responses Quick access to links and possibilty to add them to the email Template emails ### 15. Forethought AI Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** I like that it pulls up helpful past cases and articles so I don't have to leave a case to search for a repetitive answer. **What do you dislike about Forethought?** Sometimes it doesn't work exactly the way I want, or does not pick up on keywords I type. I wish it could recognize key words and similar words. **What problems is Forethought solving and how is that benefiting you?** Its solving the problem of looking for repetitive answers, and keeps things in one place so essentially saving me time. ### 16. Amazing product for our team members. **Rating:** 4.0/5.0 stars **Reviewed by:** Manu N. | Customer Advocate, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** It is very useful to have all our internal information in one place and AI helps to find the right information for particular queries using all our resources. Time-saving tool! **What do you dislike about Forethought?** Nothing! I am happy with the forethought AI so far. **What problems is Forethought solving and how is that benefiting you?** Agatha provides information promptly so that I and our teammates can help clients more effectively and efficiently. Also, this has greatly reduced the amount of time it takes us to respond. ### 17. Forethough AI **Rating:** 4.0/5.0 stars **Reviewed by:** Brian S. | Project Manager, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The apps ability to suggest relevant text to complete emails. **What do you dislike about Forethought?** Some formatting issues arise sometimes when I use predictive text. **What problems is Forethought solving and how is that benefiting you?** Answering emails quicker because the volume of what I have to send is high. ### 18. The Forethought team has been great to work with! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 25, 2022 **What do you like best about Forethought?** Forethought has been extremely responsive to our needs throughout our partnership. As a new business, we're often updating our processes, and we've appreciated how quickly the team has been able to meet and help out with each of these. Their AI also works well within the chatbot. **What do you dislike about Forethought?** Because there have been changes made to the product over the past year (usually great improvements!), we've seen some bugs pop up as a result. That means we have to keep a close eye on the chatbot with each of these, but Forethought's team has been very helpful in resolving them quickly. Reporting is also very minimal, but I know there are efforts being made to improve that. **What problems is Forethought solving and how is that benefiting you?** The chatbot has helped a good portion of our customers self-serve when they reach out with a support request. This gives us a good idea of where we can improve our workflows and also helps relieve some of the workload on our support team ### 19. Good tool for speeding up workflows **Rating:** 4.0/5.0 stars **Reviewed by:** Dan M. | Senior Technical Support Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** It was pretty smart to determine what I am looking for **What do you dislike about Forethought?** Sometimes it required me to re-login which was a slight annoyanced **What problems is Forethought solving and how is that benefiting you?** Speeding up my daily workflows to save me time ### 20. Use for work, saves me decent amount of time **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Logistics and Supply Chain | Mid-Market (51-1000 emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** For the particular reasons we use it at my workplace, this comes in handy, so I don't have to search through a bunch of windows for templates. **What do you dislike about Forethought?** There is the occasional bug that makes it impossible to use the app and sometimes I get logged out. **What problems is Forethought solving and how is that benefiting you?** Saves time and keeps me from getting overwhelmed by having several unnecessary windows open ### 21. 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 ### 22. Improving CSAT with ease **Rating:** 5.0/5.0 stars **Reviewed by:** Dayvon K. | Content Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like how it takes the customer experience and makes it easier for both the company and the customers themselves. Providing them in-depth self-service opportunities to help them with their issues without having to call. **What do you dislike about Forethought?** I have no dislikes towards the Forethought product. **What problems is Forethought solving and how is that benefiting you?** It's improving our CSAT, which at the end of the day the goal is to help our customers quickly and efficiently. ### 23. It has been a good experience so far. Very straightforward! **Rating:** 3.5/5.0 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?** Pretty straightforward to add in the bot responses and create new ones! **What do you dislike about Forethought?** Not always the most intuitive for where everything is. I don't always know what each icon means on the side bar or where the ... leads to. **What problems is Forethought solving and how is that benefiting you?** FT is helping with reducing inbound chat volume. This allows our agents to focus on complex issues rather than easy to solve issues. ### 24. The ease of use makes it a no brainer **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?** I like that it tries to find solutions to help you first, but sometimes they can be the wrong ones. **What do you dislike about Forethought?** I think the learning curve that comes with the AI needing to learn your behaviors and movements to understand how to better assist could be improved. **What problems is Forethought solving and how is that benefiting you?** It is a great time saving tool when it comes to searching for helpful FAQs or tools. ### 25. Excellent **Rating:** 5.0/5.0 stars **Reviewed by:** JD F. | Business Analytics, Enterprise (> 1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Overall experience within the dashboard. I also like the tooltips and integrations! **What do you dislike about Forethought?** None so far, everything looks good for now! **What problems is Forethought solving and how is that benefiting you?** Chatbot analytics ### 26. Forethought has helped me find valuable information quickly and confidently **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** I can quickly search multiple tools at once for information to troubleshoot and resolve issues. This not only helps me to reduce the time needed for investigations but helps me avoid asking questions that have already been answered. **What do you dislike about Forethought?** Sometimes I have to sift through un-relatd or not relevant resources. **What problems is Forethought solving and how is that benefiting you?** Reduced time to resolution, improved collaboration, quickly and confidently troubleshoot. ### 27. 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. ### 28. Easy to build and effective! **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?** - Easy to build workflows - Love the ability to add many training phrases - Able to adjust and adapt quickly as needed **What do you dislike about Forethought?** - The way the interactions come through on our chat platform (big block of text) - Opportunities to improve reporting **What problems is Forethought solving and how is that benefiting you?** Deflecting easy user questions so our team can focus on handling the stuff that matters ### 29. Forethought Ai is great when it comes to sharing information **Rating:** 4.5/5.0 stars **Reviewed by:** Kenn V. | IT, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I like it because it's easy to teach other team members especially when a ticket is already existing. **What do you dislike about Forethought?** Some tickets or issues are not available in the system **What problems is Forethought solving and how is that benefiting you?** Since it's hard to find existing tickets that are already solved in the current system we have. When forethought AI arrived it make things a lot easier ### 30. Supportive and Customized Support **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Health, Wellness and Fitness | Mid-Market (51-1000 emp.) **Reviewed Date:** October 18, 2022 **What do you like best about Forethought?** It has been great to see the product evolve. Specifically, I feel as though, as a customer, the product team is listening to and (most importantly) applying feedback that we provide. **What do you dislike about Forethought?** The product is definitely rapidly evolving, so there have been features or items that I'd expect that weren't available out of the box. That said, the Customer Success team has worked closesly with our team to determine workarounds and escalate feedback. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is supporting us in our self-service efforts and improving the agent experience. This is enabling our team to invest more into upleveling the customer experience. ### 31. A very intuitive software for customer support teams **Rating:** 4.0/5.0 stars **Reviewed by:** Kyriakos K. | Customer Onboarding Specialist, Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** I love that I can search for past cases, help centre articles and other documents instantly. **What do you dislike about Forethought?** Nothing worth mentioning as the software has been helping me and making my work easier. **What problems is Forethought solving and how is that benefiting you?** It helps me to make my research even faster and more efficient. I'm able to provide our customers with high-quality service. ### 32. Forethought AI made our work easier by automating our knowledge base **Rating:** 4.5/5.0 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?** I don't have to memorize what articles we have. It suggests the best solution for the issue at hand. **What do you dislike about Forethought?** Sometimes, the appropriate article/solution does not come up at first so you will have to manually search for it. **What problems is Forethought solving and how is that benefiting you?** It shortens the time in finding help articles to resolve our customer's issues. ### 33. Forethought AI is such a great help! **Rating:** 5.0/5.0 stars **Reviewed by:** Roselle Angelyn G. | Email Advocate, Small-Business (50 or fewer emp.) **Reviewed Date:** October 11, 2022 **What do you like best about Forethought?** It provides helpful information and recommendations to gather meaningful resources that will help you cope with your work and do your job well. **What do you dislike about Forethought?** I don't have anything to dislike about Forethought AI as it was a great help, especially when searching for the answers and guidance to the current concerns at hand. **What problems is Forethought solving and how is that benefiting you?** It solves problems by giving solutions and recommendations. **Official Response from Leyla Carefoot:** > Hi Roselle, Thank you for your review! We are so glad Forethought provides helpful information that helps you do your job well! ### 34. Forethought helps improve my workflow experience. **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Retail | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Forethought helps customers resolve a significant nubmer of inquiries and this means I can focus my attention on more complicated matters. **What do you dislike about Forethought?** I dislike the autocomplete/suggested wording feature. **What problems is Forethought solving and how is that benefiting you?** It is solving the problem of customers needing answers to very simple questions quickly. This helps our customers get faster solutions. ### 35. Forethought searches yield more relevant results **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?** I like the predictive text and ability to do a relevant search across multiple internal setups that would typically be unconnected. **What do you dislike about Forethought?** Sometimes the ability to do a search yielding relevant results is inconsistent. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is helping improve satisfaction and productivity by reducing resolution and troubleshooting times. ### 36. Nice tool, needs some adjustments **Rating:** 3.5/5.0 stars **Reviewed by:** Ronja M. | CX LEas, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The menu is easy to navigate and it is straight forward. **What do you dislike about Forethought?** Translation feature is not as good. deletes transaltions without saving them and it creates a lot of work for the agents to do the translations again. **What problems is Forethought solving and how is that benefiting you?** Helps with AI in different languages. ### 37. 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. ### 38. Exciting Possibilities **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Consumer Goods | Mid-Market (51-1000 emp.) **Reviewed Date:** May 13, 2022 **What do you like best about Forethought?** Forethought's design and usability are accommodating both internally and for our customers. The auto-fill/predictive text feature has been a huge help to the team as they write emails. The support from their team is responsive, understanding, and feel just as engaged in the creative problem-solving process as I am. **What do you dislike about Forethought?** I think they have a great concept and general direction, but they are still in the process of getting things working the way they should. Just some slight bugs here and there! **What problems is Forethought solving and how is that benefiting you?** From launch, we have seen a decrease in order status tickets which has freed the team up to focus on other, more complex tickets. We're working to build out the widget chat bot even more to increase our ticket deflection rate. ### 39. Great Platform for our needs **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Consumer Electronics | Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** The way how I can program it and make it more effective for my teams to use. **What do you dislike about Forethought?** Nothing much that I can think of. It's great!! **What problems is Forethought solving and how is that benefiting you?** Helps my team to provide more accurate and customer-oriented solutions ### 40. Extensive Evaluations lead us to GOLD standard solution **Rating:** 5.0/5.0 stars **Reviewed by:** Lindsey W. | Director of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** May 09, 2022 **What do you like best about Forethought?** Product/support from the Forethought team **What do you dislike about Forethought?** Nothing yet. I am overall pleased with everything so far- I'm about a year "in" **Recommendations to others considering Forethought:** Forethought AI has a focus on focus approach. When you have evaluated as many tools as I have, this was an easy choice- PLUS you can start with 1 product and build your suite into your account as needed to scale ops. This is not only easy for me budget-wise, but for my ops team to implement, the relationship remains stable and they in turn should generate more revenue. win- win **What problems is Forethought solving and how is that benefiting you?** We layered forethought Agatha solve product onto our zendesk chat widget- leveraging AI. Doing this has lowered our contact rate, deflected self serve capable tickets and increased our CSAT ### 41. 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 ### 42. 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 ### 43. Great platform! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Small-Business (50 or fewer emp.) **Reviewed Date:** November 01, 2022 **What do you like best about Forethought?** Deflection rate for most bots is over 40%! **What do you dislike about Forethought?** The ticket creation for Zendesk integration could be better **What problems is Forethought solving and how is that benefiting you?** The AI bot deflects a lot of outreach, reducing overall ticket volume ### 44. Easy to access **Rating:** 4.0/5.0 stars **Reviewed by:** Kevin R. | Customer Support, Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** Easy to use and fast load all information **What do you dislike about Forethought?** when expanding data , it would be best if it does not open an new tab **What problems is Forethought solving and how is that benefiting you?** It solve recurring questions ### 45. Easy to skim and search for knowledge base **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** faster and more convenient to use when it comes to searching the knowledge base. **What do you dislike about Forethought?** I see none for me to dislike the new feature **What problems is Forethought solving and how is that benefiting you?** Gives relevant information ### 46. Making support job easy **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Forethought?** On-the-spot recommendations on related topics. **What do you dislike about Forethought?** Sometimes the link on the past tickets is not copied. **What problems is Forethought solving and how is that benefiting you?** Easier reference from past tickets. ### 47. Great partner **Rating:** 5.0/5.0 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?** I love the attentiveness of our CSM and the overall investment that Forethought puts into our relationship (weekly syncs, reliable updates, knowledgeable team members) **What do you dislike about Forethought?** Because of the complexity of our tickets, we haven't found much value in the Triage product. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is helping our customers self-serve through ticket deflection and auto-mated macros for one-touch tickets. ### 48. Forethought has been a valuable tool for our business **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** It is easy to use. It helps us streamline our workflows and improve customer response times. The team is also always improving the tool. **What do you dislike about Forethought?** So far there isn't anything that has been disliked about it. **What problems is Forethought solving and how is that benefiting you?** It helps us understand what customers are really asking and improves our overall service in a scaleable way. ### 49. Great! It is helpful to me **Rating:** 4.5/5.0 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?** It helps me quickly access related cases. I can also access my macros and type in some notes that can be useful for the cae. **What do you dislike about Forethought?** Sometimes it is having downtime. I can't access it sometimes, and I am often logged out **What problems is Forethought solving and how is that benefiting you?** Frequent logout and down-time. It will help greatly ### 50. Good intention, poor execution **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Apparel & Fashion | Mid-Market (51-1000 emp.) **Reviewed Date:** November 03, 2022 **What do you like best about Forethought?** I like the intended functionality of the pop up. **What do you dislike about Forethought?** The pop-up is disruptive to standard workflows and does not share relevant information. **What problems is Forethought solving and how is that benefiting you?** I am not sure of what problems it is supposed to be solving but the recommended articles are not beneficial. ## 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=3§ion=pricing&secure%5Bexpires_at%5D=2026-07-29+12%3A16%3A43+-0500&secure%5Bsession_id%5D=c7e30c4e-f967-4b8d-bb92-28c862147075&secure%5Btoken%5D=2db90ec5c0c71c7abaf11dd1778fd2bd72075e08ea0f2102a2d69c3e078e2e49&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) - [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 (3,725 reviews) - 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