Forethought AI

What do you like best about Forethought AI?

Overall I find the workflowbuilder easy to navigate. Now that I have a handle of the different dashboards/reports being able to find data for internal reporting is now quite seamless and easy.

I appreciate the work the forethought team to add some QOL features for our reporting (ability to pull info based on custom date ranges and export data via excel files, etc...)

It's also easy for our end user support team to enable new clients with the tool in client sites. We are quite clear now on the workflows and they are easy to manage and navigate

Forethought AI and its team has worked quite hard to incorporate new features for our unique needs (mult-org setups & ability to customize experiences across 200+ clients).

What do you dislike about Forethought AI?

Its gotten more difficult to get some items we need addressed in a timely fashion (getting some projects completed & waiting on insights from Forethought). I believe the Forethought team is very busy including the implementation/technical leads we have been working with in the past so we have run into some roadblocks getting some projects actioned & completed.

There are still some ambiguities in the data sets we get in terms of we have several different reports (dashboard/chat widget insights / article insights) that are separate reports and understanding what data sets they are pulling from / why they are separate reports.

What problems is Forethought AI solving and how is that benefiting you?

we deal with a variety of clients in different segments (corporate / higher-ed / k-12) we see very high volume of requests that are specific to customer workflows (enrollment issues / student finances / login problems). Forethought AI enables us to create self-service buttons & automations to address these top call drivers for high-volume clients. This enables users to find answers quickly without needing to connect with our end user call center agents.

We also have the ability to incorporate both of these workflows into a seamless experience.

Finally, it enables us to put our community how-to guides & articles in front of users based on their queries at a high accuracy rate.

What do you like best about Forethought AI?

Forethought's solve AI is an incredible tool that enhances productivity and improves efficiency altogether.

The way that it can deflect incoming support requests without a human ever having to interact is incredible.

Their UX/UI is very appealing, which makes the learning curve much smaller.

The Forethought team was extremely helpful and very knowledgeable.

The recommended article generation add-on was a must for our team, and I don't know where we'd be without it.

What do you dislike about Forethought AI?

Right now, the only downside I would say is the cost per deflection model, but this isn't to say I don't understand why that is in place.

What problems is Forethought AI solving and how is that benefiting you?

Leveraging our help centre in ways that is often times difficult for the support agents to manually do themselves.

This saves our support team a lot of time, and allows them to focus on more detailed investigations.

Our Help Centre also needed updating, and the article generation essentially fast-tracked that project.

What do you like best about Forethought AI?

The most helpful part about Forethought is the Discover module helping identify the knowledge gaps in our help-center.

What do you dislike about Forethought AI?

How split up the features are, alltogether they provide a great service but it adds up.

What problems is Forethought AI solving and how is that benefiting you?

Lack of staff to help maintain the knowledge center, inefficient sharing of information between CS agents. By analyzing customer complaints and the replies provided by agents, Forethought helps analyze the data and identify problems, allowing us to react and share information more proactively.

What do you like best about Forethought AI?

- suggestion of articles in chat and email

- creation of flows for customers to find the answer on their own

-option to report on some basic metrics like self-service rate etc.

What do you dislike about Forethought AI?

- advanced reports like widget queries are not automated and we have to ask for an excel export everytime we want to analyse data and update content

- the workflow builder took very long to be implemented and in the meantime we could not edit our workflows very easily

What problems is Forethought AI solving and how is that benefiting you?

Saves time from Support for the most repetitive questions that customers have. Most of the easy questions are in the form of faqs so an article shared by forethought ai may prevent a generated ticket. Also, the support team can have better and quicker resources to handle requests more appropriately and on time.

What do you like best about Forethought AI?

Forethought AI's representatives genuinely care about solving our questions and problems. They take the time to understand the needs of our business and put those requests into action. We are often impressed with the features available after a bit of training!

What do you dislike about Forethought AI?

Sometimes we have noticied the interface lacking in self-serve tools. Places that feel like they should be possible to export for more efficient review are too manual at the end of the day.

What problems is Forethought AI solving and how is that benefiting you?

Implementing the chatbot has allowed us to better serve our customers by providing on-the-spot answers to questions that are frequently asked. Some questions can be daunting to find on your own in a vast help center, but the chatbot retrieves that knowledge effortlessly.