Forethought Overview
Forethought is a cutting-edge generative AI platform designed to revolutionize customer support by integrating advanced AI capabilities into various aspects of the support process. Here’s a comprehensive overview of what the product does and its key features:
What Forethought Does
Forethought aims to enhance customer support efficiency and satisfaction by leveraging Large Language Models (LLMs) and generative AI. The platform is designed to automate repetitive tasks, provide proactive insights, and improve the overall customer experience. It acts as a 24/7 AI team member, helping support teams resolve common cases instantly, predict and prioritize cases, and assist agents with relevant knowledge.
Key Features and Functionality
Automated Workflow and Ticket Management
- Forethought offers automated routing, ticket management, and incident management. It can tag and route tickets based on sentiment, language, and intent using pre-built classifiers.
AI-Powered Insights and Recommendations
- The “Discover” module provides intelligent insights and recommendations to identify and repair workflow bottlenecks, predict and prevent escalations, and automate knowledge base management. It extracts insights from customer interactions, highlights ticket topics ready for automation, and generates case tagging taxonomy to improve CSAT.
Generative AI Capabilities
- With the introduction of SupportGPT™, powered by OpenAI’s technology, Forethought enables human-like conversations, automated workflow discovery, complete agent responses, gap detection, and content generation. This allows for the auto-generation of all workflows, which can be modified and personalized by customers.
Customizable AI Agents
- The “Solve” module includes a customizable AI agent for chat, email, and Slack. This agent leverages historical data to provide accurate responses, connects to the knowledge base to resolve repetitive tickets, and supports multilingual interactions in over 40 languages.
Knowledge Base and Content Automation
- Forethought automates knowledge base management by detecting knowledge gaps, generating AI-powered knowledge articles, and creating ticket policies for faster resolution based on real-time data.
Performance Analytics and Optimization
- The platform provides detailed analytics on traffic, self-serve rate, dropoff rate, CSAT, and more. It also generates actionable insights for workflow optimization, allowing teams to track the effectiveness of individual workflows and intents.
Integration and Security
- Forethought integrates with various channels, including social media, community forums, and live chat. It ensures standard compliance with SOC 2 Type II, HIPAA, GDPR, and CCPA, and includes features for redacting sensitive information.
Self-Service and Customer Engagement
- The platform includes a self-service portal, surveys and feedback tools, and customizable branding to maintain a consistent customer experience. It also supports macros (templated responses) and contract (SLA) management.
Pricing and Plans
Forethought offers scalable AI solutions with different pricing plans, including Basic, Professional, and Enterprise plans, each tailored to meet the specific needs of various organizations.
Conclusion
In summary, Forethought is a robust AI solution that transforms customer support by automating workflows, providing proactive insights, and enhancing the overall efficiency and satisfaction of customer interactions.