Overall, it's a great product and it helps a lot.

I like how it automates everything and combines your knowledge base.

It's not always accurate. The product's AI could use some tweaking.

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.

Their main offering is "Agatha Answers," an AI-powered knowledge management platform that uses machine learning and natural language processing to automate customer support.

Although 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.

Contact deflection rates and configurability to improve quality.

It takes a lot of work to ensure the model fits business needs.

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.

It 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.

I 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.

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

The 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.

sometimes 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.

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.

The 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.

This software does sometimes recommend information that does not pertain to my ticket. Sorting through the incorrect information can be time-consuming.

The team at Forethought have been fantastic to work with throughout the entire process so far!

Our 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.

Agatha AI is still learning since we are new customers, so she doesn't yet always suggest the best answers.

The more we use Forethought/Agatha, the more it learns and the more useful it becomes to us in our daily work.

I 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'.

al tener una IA con aprendisaje autonomo permite que la empresa cresca de manera exponencial.

el servidor donde se encontrara alogado tiene que tener muy buenas caracteristicas para que el aplicativo no presente errores.

overall i found it very useful for customer support operations.

I liked most about Forethought is it enables seamless interaction with current customer care systems, making it simple to set up and utilise.

Forethought may require some initial setup and training to fully integrate into existing workflows and that is difficult part.