What is Forethought?
Forethought is an advanced Customer Support AI platform designed to enhance customer experience while significantly reducing support costs. By leveraging cutting-edge technology, Forethought automates the handling of support tickets, allowing businesses to provide quick and efficient responses to customer inquiries. This platform is tailored for various industries, including E-commerce, SaaS, FinTech, and Travel, making it a versatile solution for modern customer service challenges.
What are the features of Forethought?
- Solve: An AI agent that processes messages and delivers accurate responses across multiple channels, including email, chat, Slack, and APIs. It detects intent for human-like interactions and utilizes your knowledge base to resolve repetitive questions efficiently.
- Triage: This feature employs a Large Language Model (LLM) to understand customer intent, tagging and routing tickets to the appropriate agents. It enhances customer experience by analyzing tickets based on sentiment, spam, language, or custom intents, and prioritizing urgency with auto-tagging.
- Assist: Boosts agent productivity by providing relevant knowledge articles and suggested responses. AI-generated ticket summaries offer context post-handoff, ensuring agents have the information they need to resolve issues quickly.
- Discover: Utilizes generative AI to recommend and optimize customer service workflows, track performance and ROI, and improve time to resolution while lowering costs.
What are the characteristics of Forethought?
Forethought's platform is characterized by its scalability and customizability, allowing businesses to tailor the AI agent to their specific needs. The integration capabilities with existing support platforms ensure a seamless transition and enhanced operational efficiency. The platform's ability to learn from past interactions enables it to predict and resolve customer inquiries more effectively, leading to improved customer satisfaction and retention.
What are the use cases of Forethought?
- E-commerce: Instantly resolve common customer service tickets, such as order status inquiries, to save support costs and boost customer satisfaction (CSAT).
- SaaS: Automatically resolve simple cases and route complex or high-priority inquiries to the right agents, ensuring timely responses.
- FinTech: Empower customers to self-serve for instant answers and actions, while providing agents with the context needed for fast resolutions.
- Travel: Enhance customer support by quickly addressing inquiries related to bookings, cancellations, and travel information.
How to use Forethought?
To get started with Forethought, businesses can request a demo to see the platform in action. Once implemented, the AI agent can be customized to fit the specific needs of the organization. Training the AI with historical data will enhance its ability to predict and resolve customer inquiries effectively. Regular monitoring and updates will ensure the system remains efficient and aligned with evolving customer needs.
