Forethought: Revolutionizing Customer Support with AI
Overview
Forethought is a leading AI-powered platform that is transforming the landscape of customer support. It offers a comprehensive suite of tools designed to handle various aspects of customer interactions, from the initial inquiry to the final resolution.
The platform's advanced AI Agent is a standout feature. It enables businesses to deliver natural conversations with customers, significantly improving resolution rates while simultaneously lowering costs across every interaction. This is achieved by taking over repetitive tasks, allowing human agents to focus on more complex and nuanced customer interactions.
Core Features
- Solve: This scalable and customizable AI agent processes messages and provides accurate responses across multiple channels such as email, chat, Slack, and even through an API. It can detect intent for more human-like interactions and efficiently resolve repetitive questions by leveraging the knowledge base. Additionally, it can generate workflows automatically based on specified outcomes in natural language.
- Triage: Utilizing a Large Language Model (LLM), Triage understands customer intent, tags tickets, and routes them to the appropriate agent. It also analyzes tickets based on sentiment, spam, language, or custom intents, and prioritizes urgency by auto-tagging tickets according to categories. This ensures that tickets are quickly routed to the right agent or team for prompt resolution.
- Assist: Boosts agent productivity by 20% with an AI copilot that offers relevant knowledge articles and suggested responses. AI-generated ticket summaries provide context after handoff. It also surfaces relevant knowledge articles based on previous resolutions and similar topics and seamlessly integrates with top helpdesks via the Assist Chrome Extension.
- Discover: Uses generative AI to recommend and optimize customer service workflows, track performance and ROI, and instantly improve time to resolution and lower cost. It allows for instant measurement of ROI, identification and resolution of gaps, and real-time tracking of performance.
Basic Usage
For businesses in various industries such as E-commerce, SaaS, and FinTech, Forethought offers tailored solutions. In E-commerce, it can instantly resolve common customer service tickets related to shipping status, saving support costs and boosting customer satisfaction. SaaS companies can use it to automatically resolve simple cases and route complex or high-priority inquiries to the right agent. FinTech firms can empower customers to self-serve and provide agents with the necessary context for fast resolutions.
Compared to traditional customer support methods, Forethought's AI-powered platform provides a more efficient and effective way to handle customer inquiries. It streamlines the process, reduces response times, and ultimately leads to better customer experiences and higher returns on investment.
