I like that the back-end setup with Forethought is easy to accomplish, allowing us to enable a client on Lumi Chat within one business day or less. I appreciate how finding insights on a monthly, quarterly, or yearly basis is straightforward, making it easy to grab last month's data and update my reports quickly. Another thing I appreciate is the responsiveness of the FT team in our shared Slack channel for requests, updates, or issues, helping us manage our operations smoothly. Review collected by and hosted on G2.com.

The initial design/setup philosophy (deflection first) makes it hard to dig into large scale trends or issue identification for product improvements. Handling large datasets manually for analysis has been a challenge. Implementing a CSAT survey highlighted structural and workflow issues that need addressing to improve CSAT trends. The recently added AI Studio is very promising for being able to review large conversation data sets and come up with actionable solutions. Review collected by and hosted on G2.com.