Forethought - Detailed Review
Business Tools
Forethought - Product Overview
Primary Function
Forethought is dedicated to enhancing customer support efficiency and satisfaction through the use of advanced AI technologies. It aims to streamline the entire customer support process, from resolving simple queries to handling complex issues, and providing valuable insights to improve overall customer experience.Target Audience
The primary target audience for Forethought includes customer support teams and organizations across various industries that are looking to improve their customer service operations. This includes companies seeking to enhance their customer satisfaction scores, reduce response times, and increase the efficiency of their support agents.Key Features
Intelligent Insights and Recommendations
Forethought’s platform, known as Forethought Discover, provides actionable recommendations and comprehensive analytics to help support teams identify and address emerging pain points, predict and prevent escalations, and automate knowledge base management.Workflow Optimization
The platform helps in extracting insights from customer interactions to identify workflow bottlenecks and suggests areas ready for automation. It also generates case tagging taxonomy and updates routing rules to ensure agents handle the correct cases efficiently.AI-Powered Support Tools
Forethought offers several AI-powered tools:- Assist: Helps customer support agents (CSAs) find the information they need quickly to solve problems.
- Solve: A chatbot that answers simple questions and routes more complex ones to human CSAs.
- Triage: Uses AI to route calls to the most knowledgeable CSA to ensure efficient resolution.
Automation and Knowledge Management
The platform includes features for proactive knowledge gap detection, AI-generated knowledge articles, and workflow automation to generate ticket policies based on real-time data. This helps in streamlining content creation and speeding up ticket resolution.Data-Driven Insights
Forethought provides detailed performance insights, allowing businesses to monitor the performance of their sales and marketing campaigns in real time. This data helps in making quick adjustments to improve future campaigns.Security and Trust
Forethought is built using machine learning and trained on unique data sets, ensuring natural conversations through AI while upholding the highest security protocols. This makes it a trusted partner for leading customer-centric organizations. By integrating these features, Forethought aims to turn customer support data into a strategic advantage, enhancing efficiency, customer satisfaction, and overall business performance. Forethought - User Interface and Experience
User Interface
The interface is organized into a clear and intuitive navigational menu, which is divided into four main categories:
- Assist: This section provides analytics on various metrics such as the number of agents, engaged tickets, and total tickets. It also offers AI-generated ticket summaries and surfaces relevant knowledge articles to assist agents.
- Solve: Here, you can set up and configure the automated website widget, which handles customer inquiries and provides accurate responses via email, chat, Slack, or API.
- Triage: This area is dedicated to setting up and editing classifiers that help in routing customer support tickets based on intent, sentiment, spam, language, or custom intents. It prioritizes urgency and tags tickets accordingly.
- Settings: This section includes basic information such as email addresses, billing details, team management, and integrations with other platforms.
Ease of Use
Once the initial setup is complete, users find the interface to be smooth and easy to use. The platform integrates seamlessly with popular support platforms like Zendesk, Salesforce, and Freshdesk, making it simple to incorporate into existing workflows.
Customization
Forethought offers significant customization options. Users can brand the chat widget with theme colors, top header images, agent chat images, and help button images. Additional customizations, such as removing Forethought’s branding or changing the widget title, can be made by contacting the support team.
User Experience
Many users appreciate the user-friendly nature of the interface, which makes it easy for support agents to utilize the various features effectively. However, some users have noted a few drawbacks:
- Accuracy Issues: There can be occasional inaccuracies in AI-driven ticket tagging and routing, which may require manual correction.
- Setup Effort: Implementing and fine-tuning Forethought to fit specific business requirements can be time-consuming and requires significant effort from the support teams.
- Performance Issues: Some users have reported minor performance issues, such as the software taking a bit of time to load.
Overall, Forethought’s interface is designed to be intuitive and supportive, helping agents to resolve customer inquiries efficiently while providing a good user experience despite some minor limitations.
Forethought - Key Features and Functionality
Forethought Overview
Forethought is an advanced AI-driven solution specifically designed to enhance and streamline customer support operations. Here are the main features and how they work:Solve
Feature Description
Forethought’s Solve feature uses AI automation to handle simple and repetitive inquiries, such as package tracking or password resets.How It Works
This AI agent is trained on the company’s unique data set, ensuring consistent and precise answers. Automated workflows drive resolutions, learning context from natural language and ticket data. This results in a high accuracy rate of 90% in ticket resolution, significantly reducing the workload on human support agents.Triage
Feature Description
The Triage feature employs AI analysis to handle complex ticket handoffs.How It Works
It uses historical data and intent analysis to tag and route tickets accurately, eliminating spam and directing tickets to the right team. Advanced natural language processing detects conversation topics, reducing manual work and achieving over 90% accuracy in spam elimination. This ensures that support tickets are handled efficiently and effectively.Assist
Feature Description
The Assist feature acts as an AI copilot for support agents.How It Works
It summarizes ticket data and sources answers to help agents handle complex tickets swiftly. It provides AI-suggested replies based on past tickets and knowledge articles, ensuring precise responses. This integration can increase agent productivity by up to 20%, enabling them to resolve issues more quickly and accurately.Discover
Feature Description
Discover is an AI-powered insights tool for customer experience leaders.How It Works
It extracts insights to address pain points, highlights workflows for AI automation, and detects knowledge gaps. Discover generates AI-based articles to streamline content creation, helping to build a top-tier support organization. This feature provides valuable performance insights, such as self-serve rates and spam prediction accuracy, to optimize customer support operations.AI Autoflows and Workflows
Feature Description
Forethought allows users to build AI automation using natural language to create steps, including entering policy rules.How It Works
This is part of the AI Autoflows feature. Additionally, the platform enables the creation of step-by-step workflows based on customer intent and handoff policies, ensuring that support processes are streamlined and efficient.Insights and Reporting
Feature Description
The platform provides detailed insights into customer behavior and chat metrics.How It Works
Metrics include cost efficiency, resolution times, and time to reply. It includes a Looker dashboard for deeper insights and exporting capabilities, allowing support teams to track performance and make data-driven decisions.Security and Compliance
Feature Description
Forethought prioritizes security and compliance.How It Works
It adheres to standards such as SOC 2 Type II, HIPAA, GDPR, and CCPA. The platform also includes features to redact sensitive information, ensuring that customer data is secure and protected.Integration
Feature Description
Forethought integrates seamlessly with top helpdesk and CRM platforms.How It Works
This includes Salesforce, Zendesk, ServiceNow, and others. This integration enables automated email support, trigger actions, and customizable responses, making it easy to incorporate into existing customer service applications.AI Training on Proprietary Data
Feature Description
Forethought’s AI models can be fine-tuned on a company’s historical ticket data.How It Works
This customization allows the AI to learn from the company’s unique data set, providing more precise and human-like responses.Conclusion
These features collectively enhance customer support operations by automating routine tasks, improving response accuracy, and increasing agent productivity, all while maintaining high standards of security and compliance. Forethought - Performance and Accuracy
Performance
Forethought’s AI solutions, particularly its Autoflows feature, have demonstrated significant performance improvements in customer support scenarios. Here are some highlights:
- Autoflows enables faster and more accurate responses by learning from historical data, allowing it to dynamically understand customer needs. This results in reduced handle times and increased first-call resolution rates.
- At companies like Fetch, Forethought’s AI helped resolve over 250,000 inquiries in the first 90 days, achieving a 3.9x ROI. Similarly, at YAZIO, Forethought deflected 80% of tickets within six months, saving the equivalent of three full-time agents while maintaining a high customer satisfaction score (CSAT) of 4.0.
Accuracy
Accuracy is a critical aspect of Forethought’s offerings, especially in customer support where factual correctness is paramount:
- Forethought’s AI Agent is trained on customer-specific data, which helps in delivering accurate and relevant responses. This approach minimizes the likelihood of incorrect or outdated information, a common issue with more general AI models like ChatGPT.
- The Autoflows feature allows support agents to specify desired issue resolution outcomes in natural language, ensuring that the AI agent follows the correct steps to resolve issues efficiently and accurately.
Limitations and Areas for Improvement
While Forethought’s solutions have shown impressive results, there are some limitations and areas to consider:
- General AI Model Limitations: Forethought acknowledges the limitations of general AI models like ChatGPT, which can generate coherent but factually incorrect responses. This is why Forethought focuses on training models on specific customer data to ensure accuracy.
- Infrastructure Efficiency: Before adopting Amazon SageMaker multi-model endpoints (MMEs), Forethought faced challenges with high costs, low reliability, and inefficient management of their AI infrastructure. However, the transition to SageMaker MMEs has significantly improved these aspects, allowing for more cost-effective and reliable model deployment.
- Custom Inference Logic: Forethought has worked to transfer custom inference logic from the API layer to the model itself, which helps in clarifying the separation of responsibilities and simplifying code. However, this might still require ongoing optimization to ensure seamless integration.
Conclusion
In summary, Forethought’s AI-driven products, such as Autoflows and its AI Agent, demonstrate strong performance and accuracy in customer support scenarios. By leveraging customer-specific data and advanced AI technologies, Forethought addresses key limitations associated with more general AI models and improves the efficiency and reliability of its infrastructure.
Forethought - Pricing and Plans
Pricing Structure for Forethought AI
The pricing structure for Forethought AI, a business tool in the AI-driven customer support category, is not explicitly outlined in terms of fixed tiers or plans on their website or the available resources. Here are the key points regarding their pricing and plans:Custom Pricing
Forethought AI does not offer standard, pre-defined pricing plans. Instead, they provide custom pricing based on the specific needs of the organization. This approach allows for a more personalized solution that aligns with the unique requirements and scale of the business.No Free Plan
Forethought AI does not offer a free plan. This indicates that the service is geared towards businesses that are willing to invest in advanced AI solutions for their customer support operations.Features and Capabilities
While the pricing is custom, the features and capabilities of Forethought AI are well-defined:- Solve: Automates responses to simple and repetitive inquiries.
- Triage: Analyzes and routes tickets to the appropriate agents based on intent and priority.
- Assist: Boosts agent productivity by providing relevant knowledge articles and suggested responses.
- Discover: Offers AI-powered insights to optimize customer service workflows and track performance.
Implementation and Support
Forethought AI provides support during the implementation phase, typically within the first 30-90 days, to ensure a smooth setup and integration with existing customer support systems such as Zendesk, Salesforce, and other major CRM platforms. Given the lack of specific pricing details, businesses interested in Forethought AI would need to contact the company directly to discuss their needs and receive a customized quote. Forethought - Integration and Compatibility
Forethought Overview
Forethought, an AI-driven customer support platform, integrates seamlessly with a variety of popular business tools and platforms, ensuring compatibility and efficiency across different systems.
Integration with CRM Platforms
Forethought integrates with major CRM platforms such as Zendesk and Salesforce. For instance, the integration with Zendesk allows Forethought’s conversational AI agent, Solve, to work with Zendesk’s Sunshine Conversations platform. This enables teams to deliver customer experiences across multiple messaging channels, including SMS, Facebook Messenger, WhatsApp, and Twitter, through a unified and integrated communication system.
Similarly, Forethought’s integration with Salesforce empowers agents by providing a feature-rich sidebar that includes thorough search UX, intuitive filtering, past cases, support articles, macros, personal notes, and more. This integration also offers AI-powered suggestions, autocomplete in agent replies, and shortcuts like “slash commands” to boost agent efficiency.
Cross-Channel Compatibility
Forethought’s AI agent can operate across a broad set of messaging channels, ensuring that customer interactions are consistent and seamless regardless of the channel used. This includes email, chat, Slack, and other platforms accessible via an API.
Workflow Automation and Ticket Management
Forethought’s AI tools, such as Solve, Triage, and Assist, automate various aspects of customer support. For example, Triage analyzes tickets based on sentiment, spam, language, or custom intents, and prioritizes urgency by auto-tagging tickets. It then routes these tickets to the right agent or team for prompt resolution. This integration enhances the customer experience by ensuring that inquiries are handled efficiently and accurately.
Implementation and Support
The implementation process for Forethought is straightforward, with support provided for the first 30-90 days to ensure a smooth setup. During this period, Forethought’s AI ingests the customer’s data, allowing for a personalized AI model to be up and running quickly. Additional support from support engineers is also available for complex and ongoing training needs.
Security and Compliance
Forethought’s proprietary technology is compliant with ISO 27001 and certified for SOC 2, ensuring that the integration with other tools is secure and trustworthy.
Conclusion
In summary, Forethought’s integrations with major CRM platforms, cross-channel compatibility, and automated workflow management make it a versatile and efficient solution for enhancing customer support operations. Its seamless integration and security compliance ensure that it can be effectively used across various business environments.
Forethought - Customer Support and Resources
Customer Support Options
Forethought Solve Widget
This widget, available on any page of their help center, is the best starting point for product questions or concerns. It uses AI to direct users to quick self-serve solutions and allows them to submit support tickets if the issue cannot be resolved immediately.
Support Contact Form
Users can submit support tickets through a contact form accessible from the help center. This form requires detailed information, including priority levels and relevant attachments, to help the support team address the issue promptly.
Email Support
Support tickets can also be submitted via email to support@forethought.ai. Users are encouraged to be as descriptive as possible in the subject and body of the email to facilitate quick resolution.
Additional Resources
AI-Powered Support
Forethought’s AI, such as Agatha, helps support teams by providing fast and accurate answers. This AI can classify support cases into various priority levels, intent, and language, ensuring that support agents can respond to queries in order of urgency.
Integration with Existing Systems
The platform integrates seamlessly with top helpdesk and CRM platforms like Zendesk, Salesforce, ServiceNow, and others. This integration allows businesses to automate their cloud-based customer support platforms without overhauling their existing setups.
Triage and Workflow Optimization
Forethought helps detect and eliminate spam and repetitive queries. The Triage Quickstart feature allows users to create custom tags and classifiers to group tickets for more personalized responses. The platform also studies past support interactions to recommend workflows that can improve self-service support and boost deflection rates.
24/7 Support
Forethought’s AI enables businesses to provide high-quality customer support 24/7, even with limited staffing. The Solve widget can automatically resolve simple cases and guide customers to self-service options for more complex issues.
Insights and Analytics
The platform provides insights into customer intent and trends, helping businesses optimize their customer service. Support agents can access relevant knowledge bases and websites directly from the help desk to resolve issues quickly.
By leveraging these support options and resources, Forethought empowers businesses to deliver efficient, high-quality customer service while streamlining their support workflows.
Forethought - Pros and Cons
Advantages of Forethought
Forethought, an AI-driven customer support software, offers several significant advantages for businesses, particularly those of medium to large size.Efficiency and Automation
Forethought enhances efficiency by automating many customer support tasks. It uses Natural Language Processing (NLP) and Natural Language Understanding (NLU) to interpret customer queries and provide accurate responses, often eliminating the need for human intervention.Decision-Making and Insights
The AI agent can analyze historical data, including past tickets and knowledge base articles, to generate insightful recommendations for support agents. This helps in making informed decisions quickly and accurately. Forethought also provides real-time reporting and analytics, allowing businesses to track key customer service metrics and identify areas for improvement.Unbiased and Objective Responses
Forethought’s AI operates without emotional influence, ensuring unbiased and objective decision-making. This is particularly beneficial in routing tickets to the appropriate representatives and providing consistent, high-quality responses.Integration and Compatibility
Forethought integrates seamlessly with various helpdesk systems such as Zendesk, Salesforce, ServiceNow, and others. This allows businesses to incorporate the AI solution into their existing customer support frameworks without significant disruptions.Customized Workflows and Automation
The platform enables businesses to build step-by-step workflows based on customer intent and handoff policies. It also features AI autoflows, which automate processes using natural language, and out-of-the-box triage capabilities to tag and route tickets efficiently.Security and Compliance
Forethought ensures standard compliance with SOC 2 Type II, HIPAA, GDPR, and CCPA, and it can redact sensitive information, providing a secure environment for customer data.User-Friendly Interface
Despite some challenges during implementation, Forethought is generally user-friendly once set up. The interface is easy to navigate, with clear categories for assist, solve, triage, and settings.Disadvantages of Forethought
While Forethought offers many benefits, there are also some notable disadvantages to consider.Pricing Transparency
Forethought’s pricing is not publicly available, and it varies based on the volume of tickets and agents in the organization. This lack of transparency can make it difficult for potential users to estimate costs without contacting the sales team.Implementation Requirements
Forethought requires a significant amount of historical data (around 20,000 past customer support tickets or 2,000 tickets per month) for its AI to function effectively. This can be a barrier for newer businesses or those with limited customer support data.No Mobile Apps
Currently, Forethought does not offer mobile apps, which might limit accessibility for some users.Limited Support Channels
While Forethought provides a live chat widget and email support, it does not offer phone support. This could be a drawback for users who prefer immediate voice assistance.Potential Challenges in Implementation
Users have reported that the software can be a bit difficult to implement, although it becomes smoother once the workflows are set up. In summary, Forethought is a powerful AI-driven customer support tool that offers significant advantages in terms of efficiency, automation, and insights, but it also has some limitations, particularly in pricing transparency, implementation requirements, and support channels. Forethought - Comparison with Competitors
Unique Features of Forethought
Forethought distinguishes itself through its advanced use of natural language processing (NLP) and generative AI. Here are some of its unique features:AI Agent for Chat and Email
Forethought’s AI Agent, known as Solve, can process incoming messages and deliver accurate responses across chat, email, and mobile platforms.Advanced Ticket Insights
It provides detailed insights into customer behavior, including cost efficiency, resolution times, and time to reply, along with a Looker dashboard for deeper analysis.Workflows and AI Autoflows
Users can build step-by-step workflows based on customer intent and handoff policies, and automate processes using natural language to create policy rules.Triage and Sentiment Analysis
Forethought can tag and route tickets by sentiment, language, and intent using pre-built classifiers, and it helps in detecting and eliminating spam and repetitive queries.Security and Compliance
It offers standard compliance with SOC 2 Type II, HIPAA, GDPR, and CCPA, and allows for the redaction of sensitive information.Competitors and Alternatives
Gorgias
Gorgias is a multi-channel helpdesk integrated with e-commerce merchants’ back offices. While it allows merchants to manage all their support from one place, it lacks the advanced AI-driven response capabilities of Forethought. Gorgias focuses more on integrating with e-commerce platforms rather than using AI for automated responses.Groove
Groove is another customer support platform that offers features like ticket management and automation. However, it does not have the same level of AI integration as Forethought, particularly in terms of NLP and generative AI for automated responses.Help Scout
Help Scout is a customer support solution that operates within the Software as a Service (SaaS) industry. It provides a platform for managing customer inquiries but does not match Forethought’s AI capabilities in automating responses and analyzing customer intent.Freshworks
Freshworks offers a suite of SaaS products for business operations, including customer support tools. While it has some automation features, it does not have the advanced AI-driven capabilities that Forethought provides for customer support and email management.Key Differences
AI Capabilities
Forethought stands out with its advanced use of NLP and generative AI to automate responses and analyze customer intent, which is not as prevalent in its competitors.Integration
Forethought integrates well with platforms like Zendesk Sunshine, allowing for seamless omni-channel support, which may not be as comprehensive in other tools.Customization and Automation
Forethought’s ability to build custom workflows and automate processes using natural language sets it apart from competitors that may have more limited automation capabilities. In summary, while competitors like Gorgias, Groove, Help Scout, and Freshworks offer various customer support solutions, Forethought’s unique strengths lie in its advanced AI capabilities, detailed ticket insights, and automation features, making it a strong choice for businesses looking to enhance their customer support operations with AI. Forethought - Frequently Asked Questions
Here are some frequently asked questions about Forethought, along with detailed responses to each:
What is Forethought and what does it do?
Forethought is an AI-driven platform that transforms customer support by automating and personalizing customer interactions. It uses advanced AI technology, including natural language processing (NLP) and natural language understanding (NLU), to provide accurate and context-aware responses, automate complex workflows, and enhance both agent productivity and customer satisfaction.
How does Forethought integrate with existing customer support systems?
Forethought integrates seamlessly with major customer support systems such as Zendesk, Salesforce, Servicenow, and other top helpdesk and CRM platforms. It also integrates with cloud-based services like AWS, Talkdesk, and DialPad, allowing businesses to automate their customer support without overhauling their existing setups.
What features does Forethought offer to improve customer support?
Forethought offers several key features:
- Solve: An AI agent that processes messages and delivers accurate responses across various channels like email, chat, and Slack.
- Triage: An automated system for analyzing and routing support tickets based on sentiment, spam, language, or custom intents.
- Assist: An AI copilot that boosts agent productivity by providing relevant knowledge articles and suggested responses.
- Discover: A tool that recommends and optimizes customer service workflows, tracks performance and ROI, and improves time to resolution.
How does Forethought handle and prioritize support tickets?
Forethought’s AI agent can analyze tickets based on sentiment, spam, language, or custom intents. It prioritizes tickets by auto-tagging them based on categories and routes them to the right agent or team for prompt resolution. This ensures that high-priority tickets are addressed quickly and efficiently.
Does Forethought require extensive data to operate effectively?
Yes, Forethought’s AI performs effectively with a historical ticket data volume of 20,000 and requires at least 2,000 email or chat tickets per month to operate smoothly. It learns from both customer-facing and internal-facing knowledge to address a wide range of inquiries accurately.
How does Forethought improve agent productivity?
Forethought helps boost agent productivity by up to 20% through its Assist feature, which provides AI-generated ticket summaries, surfaces relevant knowledge articles, and offers suggested responses. This allows agents to focus on complex and nuanced customer interactions while automating repetitive tasks.
Can Forethought detect and eliminate spam and repetitive queries?
Yes, Forethought’s AI can detect and eliminate spam and repetitive queries. The Triage feature analyzes tickets and can auto-tag them based on categories, including spam, to ensure that support agents focus on genuine and urgent queries.
How does Forethought ensure consistent information across different support channels?
Forethought maintains consistency across different support channels by ensuring that automated support tools sync with the knowledge base and use updated information in real-time. This minimizes confusion among agents and customers.
What is the implementation process like for Forethought?
The implementation of Forethought is straightforward. The company works with clients for the first 30-90 days to ensure they are set up for success. Once the AI ingests the client’s data, the platform is up and running with a personalized AI model. Support engineer services are also available for complex and ongoing training.
Does Forethought offer any pricing plans or free trials?
Forethought does not offer a free plan or a free trial. Instead, it provides custom pricing based on the specific needs and volume of services required by each business. Potential users can contact Forethought’s sales or customer representatives to discuss and create a unique plan.
Forethought - Conclusion and Recommendation
Final Assessment of Forethought in the Business Tools AI-Driven Product Category
Forethought is a formidable player in the AI-driven customer support automation sector, offering a comprehensive suite of tools that significantly enhance the efficiency and quality of customer service operations.Key Features and Benefits
AI-Powered Automation
Forethought’s platform leverages Large Language Models (LLMs) and generative AI, powered by OpenAI’s technology, to automate customer support processes. This includes resolving common cases instantly, predicting and prioritizing tickets, and assisting agents with relevant knowledge.
Human-Like Conversations
With the introduction of SupportGPT™, Forethought enables human-like conversations, automated workflow discovery, complete agent responses, and gap detection, making the customer support experience more relatable and empathetic.
Advanced Insights and Workflows
The platform provides deep insights into customer behavior, resolution times, and cost efficiency. It also allows for the creation of step-by-step workflows based on customer intent and handoff policies. Additionally, AI Autoflows and out-of-the-box Triage features help in tagging and routing tickets efficiently.
Security and Compliance
Forethought ensures standard compliance with SOC 2 Type II, HIPAA, GDPR, and CCPA, and offers features to redact sensitive information, ensuring data security.
Who Would Benefit Most
Forethought is particularly beneficial for businesses that rely heavily on customer support and aim to improve their customer service efficiency and quality. Here are some key beneficiaries:Customer Support Teams
By automating routine tasks and providing agents with relevant knowledge, Forethought helps support teams maximize their efficiency and productivity.
Companies with High Support Volumes
Businesses that handle a large volume of customer inquiries, such as those in the hospitality or freelance industries (e.g., Upwork and Kickfin), can significantly benefit from Forethought’s automated support solutions.
Organizations Focused on Customer Experience
Companies that prioritize delivering exceptional customer experiences will find Forethought’s AI capabilities invaluable in enhancing their support processes and ensuring customer needs are met 24/7.
Overall Recommendation
Forethought is a highly recommended tool for any business seeking to transform its customer support operations through AI. Here’s why:Efficiency and Productivity
Forethought’s automation features significantly reduce the time and effort required to handle customer inquiries, allowing support teams to focus on more complex issues.
Enhanced Customer Experience
The platform’s ability to deliver human-like conversations and personalized responses improves customer satisfaction and loyalty.
Data-Driven Insights
Forethought provides valuable insights into customer behavior and support workflows, helping businesses identify areas for improvement and optimize their support processes.
In summary, Forethought is an excellent choice for businesses aiming to leverage AI to enhance their customer support capabilities, improve efficiency, and deliver superior customer experiences.