Forethought
Forethought is an AI-driven customer support automation platform that enhances help desk efficiency and customer experience across chat and email. Using Generative AI technology — specifically a tool named SupportGPT — Forethought leverages Large Language Models (LLMs) that are finetuned with a company’s proprietary data. This allows for a more personalized and effective resolution of support tickets by predicting, prioritizing, and instantaneously answering a high volume of customer inquiries.
The platform boasts features such as autonomous policy creation, ticket resolution across various channels, sentiment and intent analysis for case enrichment, and suggestions for agent responses. With reported benefits such as a 91% average model accuracy, 40% reduction in First Response Time, and 53% deflection rate – Forethought aims to lower support costs, reduce resolution time, and improve overall customer satisfaction.
The tool caters to different industries, including E-commerce, SaaS, FinTech, and Travel — offering tailored solutions that address specific customer service challenges within these sectors. For example, it can instantly resolve common E-commerce inquiries like shipping status updates, saving support costs and boosting customer satisfaction scores (CSAT).
In addition, Forethought provides analytics to recommend and optimize customer service workflows, measure real-time performance and ROI, and identify areas for improvement.
