Forethought

Forethought's performance is very good

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

Avantages :

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

Inconvénients :

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

It help businesses to improve their customer service operations.

Commentaires : For companies looking to enhance customer service processes and offer a better customer experience, Forethought's software solutions can be useful resources. Their AI-based technology has the potential to lower costs and boost productivity, which can aid companies in remaining competitive in the current market.

Avantages :

Their main offering is "Agatha Answers," an AI-powered knowledge management platform that uses machine learning and natural language processing to automate customer support.

Inconvénients :

Although AI-based solutions like Forethought's Agatha Answers are intended to deliver precise and effective answers to customer inquiries, they might occasionally fall short of a human agent's level of accuracy.

Forethought is a solid business tool for email deflection

Avantages :

Contact deflection rates and configurability to improve quality.

Inconvénients :

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

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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.

A User-friendly Tool for Ticket Management.

Commentaires : Forethought has been praised for its ability to improve the efficiency of customer support operations by automating ticket tagging and routing, as well as providing agents with relevant information to resolve customer inquiries more quickly and accurately

Avantages :

The software has been designed to prioritize tickets and improve the efficiency and productivity of businesses in various sectors such as retail, education, finance, and travel.

Inconvénients :

sometimes issues with the accuracy of Forethought's ticket tagging and routing features.it doesn't support images. it takes a bit of time to open up itself.