Forethought has been great in helping our customers be more self serving, and ensuring our team can focus on the really complex issues that come up. Once we've set up the main workflows, we didn’t have to think about it as much and let it do it’s thing. It has also become part of our launches as we ensure to build out workflows tied to new features or changes.

The team is incredibly helpful and supportive, and always sharing insightful ideas and information. Review collected by and hosted on G2.com.

Building out workflows can take time and isn't always high on the priority list, so if we had more time to build out all possible scenarios and workflows, it would be even more effective. Review collected by and hosted on G2.com.

The support team is responsive to requests and willing to help with implementation. The product is easy for end users to adopt which increases the value and ROI of the tool. Review collected by and hosted on G2.com.

Some of the changes that seem like they would be easy to make require a code change or backend support from their team. The cost can initially seem high but is quickly covered in the return on auto solved tickets. Review collected by and hosted on G2.com.

Interface

AI engine

Dashboard for report and tracking Review collected by and hosted on G2.com.

It's a big change on the internal process to make sure the AI engine is feeded properly Review collected by and hosted on G2.com.

Best AI model proven time and time again in head to head comparisons vs. other vendors in the space. This results in the best metrics - Deflection Rate, CSAT etc.

Forethought is also the only support AI I've seen that has a real autonomous agent. Really cool stuff! Review collected by and hosted on G2.com.

Looking forward to Forethought adding more integrations, and maybe voice channel capabilities. Review collected by and hosted on G2.com.

I use forethought assist as a support agent. I think its great that its learning as I am working to try to learn what the best responses would be. Review collected by and hosted on G2.com.

I've been using the assist widget for about a year and the recommendations are getting better but don't seem to be helpful yet. Review collected by and hosted on G2.com.

Forethought AI has allowed our team to improve case efficiency in multiple ways. The Salesforce plugin ensures we provide customers with the right answer and also allows for ongoing learning among our support reps. The ability to search for past cases, internal AND external knowledge articles, and quickly insert resource links into chats and emails has made Assist Anywhere a must-have for our Customer Support Team. Review collected by and hosted on G2.com.

There are not many downsides to using Forethought's product offerings. There were a few things that didn't work as expected upfront, but their team was willing to work with us to troubleshoot and improve our experience. Review collected by and hosted on G2.com.

We are using Assist, Solve widget and Solve email, their AI works of course well and helps reduce both tickets opened to our support and the handling time, we also improved the ratio of tickets <> monthly active users

BUT I believe the most important advantage of Forethought comparing to other tools is their team that helps you with implementation, listens to feedback and customizes their tools to your own unique needs, everyone is very responsive. Review collected by and hosted on G2.com.

The implementation took longer than expected, and there are still a few things that could be improved (more robust reporting, some tweaks on how you search and paste articles with Assist, not able to exclude non-English tickets from Solve email, etc). Review collected by and hosted on G2.com.

Spent several months using Forethought Assist, and I have to say that it is an excellent and very convenient tool for keeping direct access to your KB (internal and user-facing), as well as easy access to notes and templates. It is an amazing tool that I wish was added by default to Zendesk. Review collected by and hosted on G2.com.

It took a little time to reach that sweet spot where Forethought Assist's tools were of complete use for me as an agent handling customers via chat and email, mainly during the implementation of Forethought's Assist extension; but after that, although there were some issues with their chatbot here and there, it was mostly a smooth experience and they are extremely responsive and fast to fix issues whenever they did happen to come up. Review collected by and hosted on G2.com.

The people are friendly and cordial, and are appropriately reactive when issues arise. Review collected by and hosted on G2.com.

While forethought reacts to problems well, they do a less than adequate job of predicting their client's needs. Agent assist utilization is low due to multiple bugs, but the forethought team did not spot this on their own, so the product went months with little attention. Data to prove the efficacy of their tools is slow to materialize when needed, which is concerning as this should be considered "table stakes" to launch a tool. Forethought has promise, but they have a stretch of road to travel to compete with some of their more mature competitors. Review collected by and hosted on G2.com.

I love the feature to include your own macros. I also use the search for past tickets in Zendesk quite often. As a new employee, both of these features have greatly helped me learn how to answer specific questions I do not know the answer to, along with creating my own macros with the correct answer for a later date. Review collected by and hosted on G2.com.

The search for relatable articles on a ticket in Zendesk usually does not suggest an article that has anything to do with the current issue the user is having or any information on the question they are asking. Review collected by and hosted on G2.com.