Forethought
AI-powered customer service platform for intelligent support automation.
Executive Summary
Forethought is an AI-powered customer service platform designed for enterprise support teams to automate workflows and enhance customer experience. It leverages 'Agentic AI' to resolve issues end-to-end, empower human agents, and provide actionable insights. The platform aims to reduce support costs and improve key support metrics by automating routine tasks and streamlining complex processes.
Use Cases
- Automating common customer inquiries across chat, email, and voice channels.
- Empowering human agents with real-time information and suggested responses to resolve complex issues faster.
- Automatically classifying, prioritizing, and routing support tickets to the correct department or agent.
- Identifying and filling gaps in knowledge bases and help center content to improve self-service.
- Streamlining internal support for employees via platforms like Slack.
- Reducing operational costs and improving customer satisfaction (CSAT) through increased automation and efficiency.
Features
Visibility
- AI Surfaced Insights: Provides instant insights from historical ticket data and knowledge base content, including overall volume and top contact drivers.
- Performance Analytics: Tracks and analyzes the performance of AI agents and support operations to identify areas for improvement.
- Conversation Analysis: Analyzes customer conversations to understand trends, sentiment, and identify emerging issues.
Intelligence
- Omnichannel AI Agent (Solve): Automatically resolves common customer issues end-to-end across various channels like chat, email, and voice with human-like conversations.
- Agentic AI Copilot (Assist): Supports human agents in real-time by surfacing relevant knowledge articles, past cases, and suggesting intelligent responses and next steps.
- Smarter Ticket Classification (Triage): Enhances ticket classification with pre-built or custom models to add context, prioritize cases, and tag tickets automatically, routing them to the right agent faster.
- Knowledge Gap Discovery (Discover): Identifies gaps in the knowledge base and automatically generates new content, including articles and workflows, to improve self-service and agent efficiency.
- Workflow Automation: Automates multi-step tasks and actions, such as processing refunds or checking order status, by integrating with third-party systems.
Support
- Multilingual Support: Supports over 100 languages, enabling global deployment of AI agents.
- Customization & Branding: Allows customization of AI agent responses, workflows, escalation paths, tone, and branding to match company guidelines.
- Dedicated Customer Success Management: Provides dedicated customer success managers to guide users through implementation and ongoing product usage.
- Implementation Engineering Team: Offers professional services and an implementation engineering team to assist with setup, data integration, and workflow building.
Technical Specifications
- Architecture
- Cloud-native SaaS with a multi-agent AI system
- Deployment
- Cloud/SaaS
- Authentication
- SSO, MFA, Access Management, 2FA
- API Available
- Yes
- MCP Server
- Yes
Infrastructure
- AWS
AI/ML Stack
- NLP
- Machine Learning
- LLM
Integrations
- Zendesk
- Salesforce
- Freshdesk
- Intercom
- Kustomer
Security & Compliance
Certifications: SOC 2 Type II, ISO 27001, GDPR, HIPAA, CCPA
Encryption: AES-256 at rest, TLS in transit
Pricing
- Model
- Custom enterprise
- Starting Price
- Contact sales
- Target Customer
- Mid-market to Enterprise
- Contract Type
- Annual, Multi-year discounts
- Free Trial
- No (credit card required)
About Forethought
Forethought offers an advanced agentic AI platform for customer support, designed to automate and enhance customer service operations for enterprise-level businesses. It leverages generative AI and a multi-agent system to resolve issues instantly, predict and prioritize tickets, and assist human agents with relevant knowledge across various channels.
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