--- 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 much to say besides that it’s fantastic! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** November 07, 2022 **What do you like best about Forethought?** How it improves services ability to work with customers rapidly and reference knowledge bases **What do you dislike about Forethought?** Learning curve is difficult and documentation needs a lot of work. **What problems is Forethought solving and how is that benefiting you?** Chatbot experience has improved for sept routing. ### 2. Awesome tool to help level up your CS game! **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** November 04, 2022 **What do you like best about Forethought?** search functionality on the workflow page **What do you dislike about Forethought?** Once you are making a workflow, when you click intent or action you can’t really go back easily **What problems is Forethought solving and how is that benefiting you?** Getting smarter about how we approach our support! ### 3. Early adopters will be able to shape this into something interesting **Rating:** 2.5/5.0 stars **Reviewed by:** Verified User in Computer Software | Small-Business (50 or fewer emp.) **Reviewed Date:** February 22, 2022 **What do you like best about Forethought?** Their AI is built in an interesting way, which they can boast about - it's industry-leading due to their founder's research project in machine learning. They are also a small team, willing to learn and adjust to your needs. **What do you dislike about Forethought?** It's a very new technology which has a lot of learning to do. There is room for growth. The AI often surfaces incorrect or irrelevant information, and we often found that we were fighting with it to present the correct data that we knew existed. For example, if you see an article exists or that a ticket was just answered with a specific topic, it can be frustrating not to surface this immediately when a related ticket comes up. We spent more time digging through agent assist trying to find the correct info than it saved us. **What problems is Forethought solving and how is that benefiting you?** We need a decent way to deflect tickets or allow customers to self-service when it comes to quickly answered solutions. Forethought also provided agent assist, which we hoped would surface relevant tickets, macros, or even JIRA tickets. ### 4. Amazing tool for scaling teams and companies **Rating:** 5.0/5.0 stars **Reviewed by:** Nick K. | Senior Product Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2021 **What do you like best about Forethought?** Successful ticket deflection in Zendesk, saving resources to both team and company, cutting the response time for customers. **What do you dislike about Forethought?** Agatha can reduce the support team headcount. **What problems is Forethought solving and how is that benefiting you?** Deflecting repetitive how-to questions to save resources for the team on more productive tasks is the top challenge. The benefits start with a responsive, proactive team behind Agatha. Then, it's the customization of the tool to make it speak like the product. Finally, the successful ticket deflection using Agatha's AI with a transparent dashboard brings much value to us. ### 5. Good Product with helpful team! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 10, 2022 **What do you like best about Forethought?** The help center querying is really helpful for our users. The Forethought team is also super helpful and willing to assist! **What do you dislike about Forethought?** They are working to make their product more agile, so we are excited for this. **What problems is Forethought solving and how is that benefiting you?** We are trying to increase self service and customer experience via chat. ### 6. Our best non-human team member! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Events Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 25, 2021 **What do you like best about Forethought?** The people. They have shown that they care about us as a customer, and have delivered on everything we have asked for and more. Their customer-facing teams are why we chose them over any of the competitors. They match our own company culture, which goes a long way for building long lasting relationships. The product. We could have picked any AI product to do simple deflection but wanted a very human approach. The Forethought team worked with us to give us exactly the look and feel we were trying to achieve. It never felt like something was being sold to us, as the product can match anything that we want to do now and in the future. There is even so much more we can explore as we grow as a company. **What do you dislike about Forethought?** At this time there is not on demand reporting, however, the team facilitates that for us. We've gotten all the reports that we've asked for timely. **What problems is Forethought solving and how is that benefiting you?** We needed to be able to surface our content to customers quickly with a snapshot of the article (because they can be lengthy), without going to an agent immediately. Agatha surfaces the article as a snippet based on the customer's query and then gives the option to go to the full article or speak to an agent. This is exactly what we wanted and needed, and she has delivered! ### 7. Research Wizard! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2021 **What do you like best about Forethought?** I really like that Agatha is able to pull keywords from a ticket and pull up similar tickets that I've worked on and other tickets that have received positive reviews. It's helpful to get a few examples of useful tickets and to help guide, or even use, in response to a ticket. When we constantly switch from topic to topic, it can also be helpful to guide us one anticipating what topic the customer may be reaching out about too but reviewing the keywords and pulling up some confluence pages that may apply as well. **What do you dislike about Forethought?** Agatha by Forethought text to type is still slower than my actual type speed. That means sometimes I have to wait for the anticipated text to appear before I can take advantage of the feature. **What problems is Forethought solving and how is that benefiting you?** I have been able to expedite my response time on FAQ's that appear. Also, I'm able to save a lot of time looking for helpful articles and tickets that are already generated. I also reallllly like the benefit of notes and quickly pulling numbers while on a call with someone. While working remote, I don't have a desk set up so this serves as a quick sticky note for anything I would leave around my computer! ### 8. Smart Search Option is Really Amazing **Rating:** 4.5/5.0 stars **Reviewed by:** Jay J. | Business Analyst, Small-Business (50 or fewer emp.) **Reviewed Date:** July 17, 2021 **What do you like best about Forethought?** I would say, The analytics was really helpful for my team and one of the best features we understand is AI-based auto query resolution. Because in our cases most of the visitors or customer has same doubt or concern regarding the product and Artificially recognise and provide a solution of the situation is really amazing. **What do you dislike about Forethought?** Firstly, I didn't understand the requirement of the software in our company because of our internal matters but when we actually implement this and uses in a regular basis. this is amazing software we ever use. **What problems is Forethought solving and how is that benefiting you?** AI-based auto-response to customers who want a resolution quickly. This tool easily understood the condition and share resolution to our customer that features help us a lot while using this., ### 9. Great Service - Promising Product! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2021 **What do you like best about Forethought?** The team! They have been able to work with us to make sure their product works with our systems. They are very accessible and communicative. They have demonstrated that they won't let us settle for an experience that is less than 100%. **What do you dislike about Forethought?** A more detailed admin dashboard. The Forethought/Agatha team has pulled some great reports for us that show how it's being used by our team. I would love to have access to a more detailed dashboard to pull those same reports on my own. I bet (hope) this is coming as the team is still rolling out new features. **What problems is Forethought solving and how is that benefiting you?** Our service reps are able to find help articles faster through Assist integrated into Zendesk. This helps them save time on each interaction and reduces the risk that they consult an incorrect resource. ### 10. Great Assistance **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Services | Mid-Market (51-1000 emp.) **Reviewed Date:** July 25, 2021 **What do you like best about Forethought?** It helps us so much when it comes to those emails that require quick responses and easy fixes. It has saved us alot of time when it comes with those kinds of emails where an AI can perfectly handle them by sending a link to the customer of the action that needs to be done and helps us clear our task bar faster. **What do you dislike about Forethought?** Since it's not a human replying sometimes it can miss the mark on certain requests from customers and send them the wrong information needed to solve the issue. **What problems is Forethought solving and how is that benefiting you?** We are solving email request where the customer usually just needs simple instructions and guidance through a link. This has saved us a ton of time in productivity and has made our job easier leaving us with more time to focus on other items. ### 11. Great for handling common inquiries **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Computer Software | Mid-Market (51-1000 emp.) **Reviewed Date:** June 22, 2021 **What do you like best about Forethought?** Agatha has done an awesome job of helping us automate responses to common questions we get as a technical support team. In some cases, it has been able to get complete answers out immediately for fast, single-response resolutions. In other cases, it has helped to get information out to our customers to give them a direction and some possibilities while our agents work on a more complete solution. The Forethought team has also been fantastic at helping us adapt Agatha to our environment so that the product works with our workflows rather than us having to rearrange our existing processes to work with Agatha. **What do you dislike about Forethought?** The reporting available as an admin is pretty minimal. I can see some general statistics about how many responses Agatha has sent out and the CSAT score associated with them, but there's no ability to dive into this information in more detail. The Forethought team has been great about getting me the data when I ask for it, but it would be much more convenient to have a more robust dashboard or other reporting capability to gather that information. **What problems is Forethought solving and how is that benefiting you?** Agatha is helping us reduce our first response time to customers, reducing the number of tickets that need agent interaction, and providing recommendations about technical issues to our non-technical teams for cases where customers have technical questions intertwined with sales requests. ### 12. Forethought tries their best to improve their AI and is welcome to ideas. **Rating:** 4.0/5.0 stars **Reviewed by:** Brittany A. | Customer Support Team Lead, Small-Business (50 or fewer emp.) **Reviewed Date:** July 25, 2021 **What do you like best about Forethought?** Forethought AI improves our customer service experience to ensure each customer is reasonably answered, so our resolution time is reduced. **What do you dislike about Forethought?** Sometimes Agatha answers tickets that have nothing to do with the template the AI sends so the customer is being sent an email unrelated to their inquiry/concern. **What problems is Forethought solving and how is that benefiting you?** Forethought AI is helping to improve the keywords that Agatha sees to ensure she does not respond to customers with an unrelated template. ### 13. Forethought Review 2021 **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** August 31, 2021 **What do you like best about Forethought?** The user interface is pretty friendly to first timers of Zendesk, and the learning curve is manageable. **What do you dislike about Forethought?** The efficacy is questionable for higher level triage of CS tickets. I can completely do without it in my flow. The AI also takes weeks to learn your needs and in fast paced CS that's not useful. **What problems is Forethought solving and how is that benefiting you?** I can see the usefulness for new agents, ones who have not been working the queues for an ORg long who can train the AI alongside their on boarding. ### 14. Amazing Product **Rating:** 5.0/5.0 stars **Reviewed by:** Rachael B. | Operations Program Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 08, 2021 **What do you like best about Forethought?** Forethought enables the ability to have customers self serve via our help center instead of driving volume to our Support team. **What do you dislike about Forethought?** I would like to see a better connection with Zendesk for optimizing FAQ articles **What problems is Forethought solving and how is that benefiting you?** Lowering customer support volume Increasing CSAT Increasing agent workflow ### 15. Amazing application with a great team behind it! **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Human Resources | Mid-Market (51-1000 emp.) **Reviewed Date:** May 28, 2021 **What do you like best about Forethought?** I really love the support that we are receiving, but aside from that, their "Assist" app has given so much value to our frontline team, that we could never imagine working without it ever again. **What do you dislike about Forethought?** Nothing to dislike, at all. Everything has been smooth. **Recommendations to others considering Forethought:** Reach out and ask for help - they are always willing to find a way! **What problems is Forethought solving and how is that benefiting you?** 1. Agent response time 2. agent onboarding experience 3. ticket deflection These three things are critical for a scaling business,and we couldn't have done it without them. Plugging into different data sources to get the right answer makes forethought a platform far superior to any other chatbot. ## 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=4§ion=pricing&secure%5Bexpires_at%5D=2026-07-30+12%3A41%3A50+-0500&secure%5Bsession_id%5D=4df940f4-3ecf-4e52-8ac8-a8fe21cd0fc7&secure%5Btoken%5D=b7a3cc0bc4b81cfa88d9d2c919cdd11ece1701ce6fa74c07ab03c8b136befdb0&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) - [Drift](https://www.g2.com/products/drift/reviews) - 4.4/5.0 (1,203 reviews)