Description
Forethought is an AI customer service platform that combines generative AI with retrieval augmentation to transform support operations through intelligent automation, agent assistance, and knowledge management. The system's unique SupportGPT technology understands customer intent regardless of phrasing, retrieves relevant information from enterprise knowledge bases, and generates contextually appropriate responses that maintain brand voice. Forethought's differentiated approach includes real-time agent assistance that provides suggested responses and knowledge articles during live conversations, automated ticket classification and routing, and conversational self-service that can resolve common issues without human intervention. The platform's continuous learning capabilities ensure that it improves over time by observing successful agent interactions, while its comprehensive analytics connect conversation metrics to business outcomes. By addressing the complete customer support lifecycle from self-service to agent productivity enhancement, Forethought helps organizations improve resolution times, increase first-contact resolution, and enhance both customer and agent satisfaction.
Key Features
- SupportGPT with retrieval augmented generation
- Real-time agent assistance during conversations
- Intelligent ticket classification and routing
- Conversational self-service resolution
- Continuous learning from successful interactions
Use Cases
- Customer support automation
- Agent productivity enhancement
- Knowledge management optimization
- Ticket deflection through self-service
- Support operations analytics
Pricing Model
Subscription based on support volume and modules
Integrations
Zendesk, Salesforce Service Cloud, Intercom, Freshdesk, Custom ticketing systems
Target Audience
Customer support organizations, E-commerce companies, SaaS businesses, Telecommunications providers, Financial service institutions
Launch Date
2018
Available On
Ticketing system integration, Web widget, Agent desktop, Knowledge base systems, Analytics dashboards
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