AI

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

12/3/2025

"Outstanding Experience from Start to Finish"

5/5

What do you like best about Forethought?

It was really easy to quantify the impact and ROI. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

Honestly nothing really comes to mind but I think it got better as we used it more. Review collected by and hosted on G2.com.

AF

Verified User in Financial Services

Mid-Market (51-1000 emp.)

10/17/2022

"A Powerful Customer Support Tool"

5/5

What do you like best about Forethought?

It is a straightforward and it is easy to begin seeing your ROI right out of the gates. They seem to be the only AI company that focuses on how to help agents self-serve as well as customers.

**Update: Over the past 3 years, Forethought keeps getting better. The implementation was quick and easy, and their integrations are simple to setup. They continue to rollout new and improved features, and their dedicated team is there to support you every step of the way. Our team uses their tools daily and we have seen significant improvements in the efficiency, effectiveness, and quality of the support our team provides to our customers, thanks to Forethought. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

**Updated**:

Sometimes, they may not have a feature that you would like; however, their team is highly responsive to feature/enhancement requests, and will make their best efforts to add it to the roadmap. In the interim, they work with my team to help us found another solution. Review collected by and hosted on G2.com.

What problems is Forethought solving and how is that benefiting you?

We use Forethought to help address several aspects of our support:

1. Agent Assist - We use their tools to help serve agents with answers quickly that are found in our historical tickets, knowledge base articles, and internal team documents. This helps save my team times, making it easy for them to find the needed answers and quickly support our customers.

2. Queue Triage-Forethoughts AI helps ensure that all tickets received have specific fields are updated accurately, enabling effective distribution and prioritization of our queue to the correct team members.

3. Customer Questions- Using Forethoughts Solve functionalities, we are able to help customers quickly and effectively self-serve right from within our product. This helps our customers maximize their time in our system completing the necessary tasks instead of spend that time search for answers.

4. Improved Self-Service Offerings- Forethought is able to help us improve our current knowledge base and self-service offerings by evaluating the type of questions that customers are askings, and creating help center article drafts and workflows that would enable those customers to quickly self-serve.

5. Slackbot - The release of their slackbot has enabled of to better serve our internal team team while reducing burden on our support team. Review collected by and hosted on G2.com.

AE

Verified User in Education Management

Mid-Market (51-1000 emp.)

4/29/2025

"Computer programmer"

3.5/5

What do you like best about Forethought?

When it is working, it works really well and deflects a lot of calls and chats Review collected by and hosted on G2.com.

What do you dislike about Forethought?

Future support on forethought in general seems to take awhile. We had someone do the work from Forethought and now we don’t have much communication with him and are directed to support. Support then takes forever to fix or get us an answer because they don’t know our set up. Review collected by and hosted on G2.com.

AI

Verified User in Insurance

Mid-Market (51-1000 emp.)

10/29/2024

"Impressive is an understatement! Life changing enhacements"

5/5

What do you like best about Forethought?

Forethought's solve AI is an incredible tool that enhances productivity and improves efficiency altogether.

The way that it can deflect incoming support requests without a human ever having to interact is incredible.

Their UX/UI is very appealing, which makes the learning curve much smaller.

The Forethought team was extremely helpful and very knowledgeable.

The recommended article generation add-on was a must for our team, and I don't know where we'd be without it. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

Right now, the only downside I would say is the cost per deflection model, but this isn't to say I don't understand why that is in place. Review collected by and hosted on G2.com.

What problems is Forethought solving and how is that benefiting you?

Leveraging our help centre in ways that is often times difficult for the support agents to manually do themselves.

This saves our support team a lot of time, and allows them to focus on more detailed investigations.

Our Help Centre also needed updating, and the article generation essentially fast-tracked that project. Review collected by and hosted on G2.com.

VC

Vincent C.

Support Coordinator

Mid-Market (51-1000 emp.)

11/5/2024

"Knowledge maintenance made easy"

4/5

What do you like best about Forethought?

The most helpful part about Forethought is the Discover module helping identify the knowledge gaps in our help-center. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

How split up the features are, alltogether they provide a great service but it adds up. Review collected by and hosted on G2.com.

What problems is Forethought solving and how is that benefiting you?

Lack of staff to help maintain the knowledge center, inefficient sharing of information between CS agents. By analyzing customer complaints and the replies provided by agents, Forethought helps analyze the data and identify problems, allowing us to react and share information more proactively. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

11/4/2022

"Looking forward to the workflow builder."

3.5/5

What do you like best about Forethought?

- suggestion of articles in chat and email

- creation of flows for customers to find the answer on their own

-option to report on some basic metrics like self-service rate etc. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

- advanced reports like widget queries are not automated and we have to ask for an excel export everytime we want to analyse data and update content

- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily Review collected by and hosted on G2.com.

What problems is Forethought solving and how is that benefiting you?

Saves time from Support for the most repetitive questions that customers have. Most of the easy questions are in the form of faqs so an article shared by forethought ai may prevent a generated ticket. Also, the support team can have better and quicker resources to handle requests more appropriately and on time. Review collected by and hosted on G2.com.

AC

Verified User in Computer Software

Mid-Market (51-1000 emp.)

8/23/2024

"Always Ready to Solve our Questions"

4.5/5

What do you like best about Forethought?

Forethought AI's representatives genuinely care about solving our questions and problems. They take the time to understand the needs of our business and put those requests into action. We are often impressed with the features available after a bit of training! Review collected by and hosted on G2.com.

What do you dislike about Forethought?

Sometimes we have noticied the interface lacking in self-serve tools. Places that feel like they should be possible to export for more efficient review are too manual at the end of the day. Review collected by and hosted on G2.com.

AC

Verified User in Consumer Goods

Mid-Market (51-1000 emp.)

11/5/2024

"Forethought provided an increase in productivity and customer satisfaction."

5/5

What do you like best about Forethought?

Once the Chatbot was onfigured, it provided a 70% deflection rate on common questions. The deflection rate allowed my agents to focus on more complicated cutomer inquiries improving CSAT with reduced wait times. Agent productity increased with the the plugin to our CRM and the assistance it provided. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

The Chatbot took a little more tim to setup than I would have prefered. I would have liked the dashboard to be a little more customizable. Review collected by and hosted on G2.com.

ML

Michael L.

Software Engineer 2

Mid-Market (51-1000 emp.)

10/29/2024

"Developer working on integrating AI into our Support pipeline"

4.5/5

What do you like best about Forethought?

Very straight forward to use and robust API. Was able to integrate with Zendesk fairly easily and quickly. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

Documentation can be outlined and organized a bit better as everything is bunched into one page. Review collected by and hosted on G2.com.

BC

Brian C.

Contact Center Manager

Mid-Market (51-1000 emp.)

10/12/2022

"Helped with us manage a new product."

4.5/5

What do you like best about Forethought?

Forethought helped us manage our new product community solar, and the community solar calculator they build for us was very helpful. Review collected by and hosted on G2.com.

What do you dislike about Forethought?

I wish we could have kept our account manager Dan. We miss him! Review collected by and hosted on G2.com.