Forethought
About Forethought
Forethought Pricing
Forethough is priced to help organizations reduce the overall cost of customer support while creating a better customer service experience. Pricing for Forethought Solve and Forethought Triage is based on ticket volume. Pricing for Forethought Assist is based on the number of agents using Assist. For more details, visit Forethought's website.
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Most Helpful Reviews for Forethought
1 - 10 of 10 Reviews
Fotios
Verified reviewer
Computer Software, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed December 2022
Forethought's performance is very good
Overall, it's a great product and it helps a lot.
PROSI like how it automates everything and combines your knowledge base.
CONSIt's not always accurate. The product's AI could use some tweaking.
shivasish
Market Research, 501-1,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2023
It help businesses to improve their customer service operations.
For companies looking to enhance customer service processes and offer a better customer experience, Forethought's software solutions can be useful resources. Their AI-based technology has the potential to lower costs and boost productivity, which can aid companies in remaining competitive in the current market.
PROSTheir main offering is "Agatha Answers," an AI-powered knowledge management platform that uses machine learning and natural language processing to automate customer support.
CONSAlthough AI-based solutions like Forethought's Agatha Answers are intended to deliver precise and effective answers to customer inquiries, they might occasionally fall short of a human agent's level of accuracy.
Celena
Internet, 1,001-5,000 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed August 2021
Forethought is a solid business tool for email deflection
Contact deflection rates and configurability to improve quality.
CONSIt takes a lot of work to ensure the model fits business needs.
Emilie
Printing, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2021
Great tool for help desk; I look forward to seeing more updates and features.
The ability to connect easily with other resources is so helpful! I'm looking forward to seeing the further developments and especially seeing more what Agatha is capable of.
PROSIt generates past tickets or articles which are pretty relevant to the page you are on. The ability to preview without having to open a new window entirely and add to a reply with the click of a button is a huge timesaver. There's also a combination of categories from past tickets to articles, which can be helpful, especially as they are organized separately. It's a great add-on where it's easily accessible when needed, but does not take away from ease-of-use on Zendesk overall.
CONSI noticed that the articles used to include a direct hyperlink when added to a reply, but now just add the content of the article. It would be nice if we could have both features. In addition, it might be fun to see the ability to search within a user's past email history to generate relevant tickets specific to that user as well for any longstanding issues.
zarikunte
Electrical/Electronic Manufacturing, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2023
A User-friendly Tool for Ticket Management.
Forethought has been praised for its ability to improve the efficiency of customer support operations by automating ticket tagging and routing, as well as providing agents with relevant information to resolve customer inquiries more quickly and accurately
PROSThe software has been designed to prioritize tickets and improve the efficiency and productivity of businesses in various sectors such as retail, education, finance, and travel.
CONSsometimes issues with the accuracy of Forethought's ticket tagging and routing features.it doesn't support images. it takes a bit of time to open up itself.
Jessica
Arts and Crafts, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
4
Reviewed September 2021
Great For Finding Additional Information
Overall, I think this is a great option for our company and I'm looking forward to using this product more fully in the future.
PROSThe feature I like most is being recommended previous tickets that deal with the same subject matter. It's especially helpful to ensure I am being consistent with my teammates and for helping me answer questions I'm unsure of.
CONSThis software does sometimes recommend information that does not pertain to my ticket. Sorting through the incorrect information can be time-consuming.
Tanya
Computer Software, 11-50 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2021
Very Helpful
The team at Forethought have been fantastic to work with throughout the entire process so far!
PROSOur company is using the full suite of products currently offered by Forethought. We have found them all to be helpful so far, although we are still in the implementation stage.
CONSAgatha AI is still learning since we are new customers, so she doesn't yet always suggest the best answers.
Sarah
Retail, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
5
Reviewed August 2021
Go Aggie!
The more we use Forethought/Agatha, the more it learns and the more useful it becomes to us in our daily work.
CONSI find the 'back' button an annoying aspect, after clicking into a past ticket, I wish the rest of the options displayed below the currently-selected options, rather than having to click 'back'.
Brayan
Information Technology and Services, 201-500 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2022
Si buscas una IA no dudes en Forethought
al tener una IA con aprendisaje autonomo permite que la empresa cresca de manera exponencial.
CONSel servidor donde se encontrara alogado tiene que tener muy buenas caracteristicas para que el aplicativo no presente errores.
Vikram
Electrical/Electronic Manufacturing, 1,001-5,000 employees
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Best software for customer support operations
overall i found it very useful for customer support operations.
PROSI liked most about Forethought is it enables seamless interaction with current customer care systems, making it simple to set up and utilise.
CONSForethought may require some initial setup and training to fully integrate into existing workflows and that is difficult part.