[ Foretho... Reviews ](https://www.g2.com/products/zendesk-forethought/reviews) [ Foretho... Reviews ](https://www.g2.com/products/zendesk-forethought/reviews) # Forethought Features ##### ## Self-Service Experience (4) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Administration (6) Database Management Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. Data Workflows Operationalizes data delivery workflows to easily scale repeatable preparation needs Issue Management Provide workflows to create and escalate issues related to risks and requests Integrations Integrates with live chat, chatbots, help desk, or other customer service software User, Role, and Access Management Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. Performance and Reliability Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took Show More ##### ## Compliance (4) Policies and Controls Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. Data Governance Ensures user access management, data lineage, and data encryption Compliance Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. Auditing Perform ad-hoc or ongoing IT audits at different levels of the company. Show More ##### ## Data Security (4) Risk Data Attributes Identify risk data attributes such as description, category, owner, or hierarchy. Data Transport Protects data with some form of encryption as it leaves your secure or local network. Access Management Allows administrators to set user access privileges to permit approved parties to access sensitive data. Multi-Factor Authentication Requires a second level of authentication, such as sms messaging or customized tokens, to access data. Show More ##### ## Knowledge Management (3) Knowledge Base Enables the creation of an internal repository of knowledge articles Publishing Workflows Provides workflows for writing, editing, approving, and publishing knowledge article content Analytics Helps users understand which knowledge articles are working and identifies areas of improvement Show More ##### ## Customer Support (6) Intelligent Search Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query Suggestions Analyzes customer support tickets or conversations to suggest relevant knowledge articles Decision Trees Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues Text Is able to process inquiries submitted by text data from live chat, email, or SMS Speech Comprehends human speech and can transcribe it to text for processing Knowledge Base The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries Show More ##### ## Responses (8) Personalization Provides personalized responses to interlocator based on segmentation or past responses. Route To Human Has tools (e.g. dashboards and reports) to better understand conversations Intelligent Virtual Assistants have had. Natural Language Understanding (NLU) Can have a natural, human-like conversation with an interlocator. Customization Customize your chat workflows with rules and automations. Control Control who the chatbot converses with (and when). Route To Human Has the ability to connect interlocator with a human agent when the need arises. Menu bars Can provide interlocators with menus, through which they can choose a relevant response. Drip sequences Can send triggered sequence of automated messages sent on a predefined schedule in a targeted fashion. Show More ##### ## Platform (9) Conversation Editor Allows business to edit conversations to meet the unique needs of one's business. Integration Gives users the ability to update systems, like CRM, based on conversations. Human-In-The-Loop Allows users to maintain and observe the accuracy and viability of Intelligent Virtual Assistants. Live chat Provide tools for live chat on one's website. Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools. Branding Has the ability to customize look and feel of chatbot to match` company branding. Analytics Gives user the ability to analyze conversations with the chatbot and see its performance. Role-based access Allows for varying access to chatbot and admin settings, depending on user, their role, etc. Collection of information Can collect and store information from interlocators, such as email, phone number, etc. Show More ##### ## Automation (6) Ticket Resolution The platform is able to automatically determine how to resolve help tickets without assistance by human agents Customization The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence Intelligent Routing When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Document Processing Allows users to automate the handling, processing, and management of documents. Show More ##### ## Artificial Intelligence (3) Learning The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses Language Multilingual capabilities allow the AI to process inquiries from many languages Conversational AI The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers Show More ##### ## Generative AI (6) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Automation - AI Agents (5) Sales Follow-Up Allows users to automate responses to customer inquiries across various channels. Customer Interaction Automation Allows users to automate responses to customer inquiries across various channels. Lead Generation Allows users to automate the process of generating and qualifying sales leads. Document Processing Allows users to automate the handling, processing, and management of documents. Feedback Collection Provides users the ability to automate the collection and analysis of feedback from customers, employees, or other stakeholders. Show More ##### ## Autonomy - AI Agents (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Autonomy (4) Independent Decision Making Allows the AI agent to learn from interactions and adapt its responses accordingly. Adaptive Responses Allows the AI agent to learn from interactions and adapt its responses accordingly. Task Execution Provides the AI agent the ability to execute tasks without requiring constant user input. Problem Solving Allows the AI agent to identify and resolve issues without user intervention. Show More ##### ## Customer Query Resolution - AI Customer Support Agents (5) Automated Ticket Resolution Allows the AI agent to autonomously resolve customer queries without human intervention. Contextual Response Generation Enables the AI agent to provide accurate answers based on the context of customer inquiries. Sentiment Analysis Allows the AI agent to analyze customer sentiment and adjust responses accordingly. Knowledge Base Utilization Enables the AI agent to retrieve information from a knowledge base to assist with query resolution. Multilingual Support Provides users the ability to interact with the AI agent in multiple languages for global support. Show More ##### ## Customer Interaction Automation - AI Customer Support Agents (4) Proactive Customer Outreach Enables the AI agent to initiate interactions, such as reminders or follow-ups, with customers. Feedback Collection Provides users the ability to automate gathering and analyzing customer feedback after interactions. Escalation Handling Allows the AI agent to identify when issues require human intervention and escalate them appropriately. Workflow Optimization Enables the AI agent to streamline repetitive customer service tasks, improving efficiency and response times. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Intent & Action Handling - Conversational Interface Agents (3) Data Retrieval from Connected Systems Retrieves information from integrated enterprise systems in response to conversational queries Intent Recognition & Mapping Identifies user intent and maps requests to predefined system actions, queries, or workflows Action & Workflow Triggering Initiates tasks, processes, or system workflows based on interpreted user requests Show More ##### ## Natural Language Interaction - Conversational Interface Agents (3) Natural Language Query Understanding Interprets user requests expressed in natural language to identify intent and relevant entities Multi-Turn Conversation Management Maintains dialogue continuity across multiple messages to support contextual back-and-forth interactions Voice & Text Interface Support Enables users to interact with agents through chat, messaging platforms, or voice commands Show More ##### ## Context & Personalization - Conversational Interface Agents (2) Conversation Context Persistence Maintains contextual information across interactions to support coherent multi-turn conversations User Identity & Permission Awareness Adjusts responses and available actions based on the user’s identity, role, and system permissions Show More ##### ## Enterprise Integration & Deployment - Conversational Interface Agents (2) Enterprise Application Integrations Connects conversational agents with enterprise systems such as CRM, ERP, ITSM, or collaboration tools Security & Access Controls Enforces authentication, authorization, and governance policies for conversational interactions Show More ## 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