What Is Forethought?

Transform customer service with human-centered AI.
Resolve common cases instantly, predict and prioritize tickets, and assist support agents with relevant knowledge—all from one AI-powered platform.

Forethought's platform takes customer service teams beyond traditional chatbots and point-solutions. Built on real NLP and NLU, Forethoughts AI learns continuously to ensure the best customer experience possible.

Who Uses Forethought?

Forethought serves customer-centric support teams at medium-to-large businesses. Customers include Upwork, Lime, Marriot, Carta, Qualtrics, Asana, and Acorns.

Where can Forethought be deployed?

Cloud-based
On-premise

About the vendor

  • Forethought Technologies
  • Founded in 2017

Forethought support

  • Phone Support

Countries available

Canada, United States

Languages

Arabic, Basque, Bulgarian, Catalan, Chinese and 40 others

Forethought pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • No free version

Forethought does not have a free version but does offer a free trial.

Pricing plans

About the vendor

  • Forethought Technologies
  • Founded in 2017

Forethought support

  • Phone Support

Countries available

Canada, United States

Languages

Arabic, Basque, Bulgarian, Catalan, Chinese and 40 others

Forethought videos and images

Forethought Software - 1
Forethought Software - 2
Forethought Software - 3
Forethought Software - 4
Forethought Software - 5
View 6 more
Forethought video
Forethought Software - 1
Forethought Software - 2
Forethought Software - 3
Forethought Software - 4
Forethought Software - 5

Features of Forethought

  • AI/Machine Learning
  • Activity Dashboard
  • CRM Software
  • Incident Management Software
  • Knowledge Base Management
  • Natural Language Processing
  • Predictive Analytics Software
  • Reporting/Analytics
  • Support Ticket Management
  • Third Party Integrations
  • Ticket Management

Alternatives to Forethought

Sprinklr is an enterprise-grade, software platform built to manage customer experiences at scale.
Kustomer is the omnichannel SaaS CRM platform reimagining enterprise customer service to deliver standout experiences.
Cognigy is a low-code Conversational AI Platform for Contact Center Automation.
Cloud-based, scalable customer service optimization software available on a unified platform for demanding B2B service teams.
Powerfront's INSIDE is an omni-channel customer service software that replicates in-person experiences online seamlessly.
Quiq is the platform for the next generation of digital conversations. Engage consumers with messaging, live chat, and bot solutions.
Powerful and robust helpdesk software for all industries and organizations; available through Cloud hosting or self-hosted On-Premise.
Service Management Software Suite that represents a comprehensive solution for service, support, and customer care
Smith.ai Live Chat combines live agents & AI to provide 24/7 virtual receptionist service for chats & texts — for all businesses.

Reviews of Forethought

Average score

Overall
4.4
Ease of Use
4.3
Customer Service
4.6
Features
4.0
Value for Money
3.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001

Find reviews by score

5
57%
4
29%
3
14%
Emilie
Customer Service Advocate in US
Printing, 51-200 Employees
Used the Software for: 1-5 months
Reviewer Source

Great tool for help desk; I look forward to seeing more updates and features.

4.0 last year

Comments: The ability to connect easily with other resources is so helpful! I'm looking forward to seeing the further developments and especially seeing more what Agatha is capable of.

Pros:

It generates past tickets or articles which are pretty relevant to the page you are on. The ability to preview without having to open a new window entirely and add to a reply with the click of a button is a huge timesaver. There's also a combination of categories from past tickets to articles, which can be helpful, especially as they are organized separately. It's a great add-on where it's easily accessible when needed, but does not take away from ease-of-use on Zendesk overall.

Cons:

I noticed that the articles used to include a direct hyperlink when added to a reply, but now just add the content of the article. It would be nice if we could have both features. In addition, it might be fun to see the ability to search within a user's past email history to generate relevant tickets specific to that user as well for any longstanding issues.

Amy
Customer Support Manager in US
Hospitality, 51-200 Employees
Used the Software for: 6-12 months
Reviewer Source

May be good for some, but not for what we need

3.0 7 months ago

Comments: While this might work for some businesses, I think it's best (based on experience) for clients that have very standardized answers to client inquiries. Our inquiries are mainly extremely personalized and therefore, the predictive nature of "help" doesn't work well for us.

Pros:

We do like that it was set up by the company so we didn't have to take time to do that. It integrated into our website nicely. Customer service is very prompt and helpful.

Cons:

In order to get it customized for us, there was a lot (lot) of bouncing back and forth to get it right We lost a lot of time using it against our contract since we had to wait for "fixes". As well, you can not pull any custom reports through the dashboard. Basic only, with basic information. I have been told that the most up to date is pulled directly from a personal inquiry, and when they do, it's an Excel Spreadsheet. Not a simple usage report. For the money and the cost, I should have simple, easy access to the reports to clarify usage and stats against the contract I'm paying for.

Fotios
Fotios
Customer Support team lead in Greece
Verified LinkedIn User
Computer Software, 201-500 Employees
Used the Software for: 6-12 months
Reviewer Source

Forethought's performance is very good

5.0 4 days ago New

Comments: Overall, it's a great product and it helps a lot.

Pros:

I like how it automates everything and combines your knowledge base.

Cons:

It's not always accurate. The product's AI could use some tweaking.

Jessica
Customer Service in US
Arts & Crafts, 201-500 Employees
Used the Software for: 1-5 months
Reviewer Source

Great For Finding Additional Information

5.0 last year

Comments: Overall, I think this is a great option for our company and I'm looking forward to using this product more fully in the future.

Pros:

The feature I like most is being recommended previous tickets that deal with the same subject matter. It's especially helpful to ensure I am being consistent with my teammates and for helping me answer questions I'm unsure of.

Cons:

This software does sometimes recommend information that does not pertain to my ticket. Sorting through the incorrect information can be time-consuming.

Celena
Customer Engagement Manager in US
Internet, 1,001-5,000 Employees
Used the Software for: 6-12 months
Reviewer Source

Forethought is a solid business tool for email deflection

4.0 last year

Pros:

Contact deflection rates and configurability to improve quality.

Cons:

It takes a lot of work to ensure the model fits business needs.