Forethought offers a unified customer support platform based on generative AI. Its primary product is “SupportGPT,” a conversational AI chatbot that can build workflows, resolve queries, assist human agents, and fill knowledge gaps. The company targets ecommerce, FinTech, SaaS, and travel business areas.
Forethought’s solutions include:
1) Solve: A generative AI chatbot that independently handles simple but repetitive customer service tickets. The AI automatically analyzes historical customer service logs and knowledge documents to generate responses.
2) Assist: Assists human agents by automatically generating responses to end users based on conversation history, provides context by analyzing past tickets, and draws on knowledge articles to help resolve queries.
3) Triage: Analyzes ticket details and historical data to prioritize and route tickets to the correct agents
4) Discover: Analyzes customer service history to generate new knowledge articles or recommend new workflows where gaps exist
Additionally, Forethought offers a platform called “SupportGPT Playground,” which allows customers to train and experiment with SupportGPT using their own data.
The platform leverages OpenAI’s large language models (LLMs), using the same technology as ChatGPT, along with its own algorithms to limit the data that the AI model can access. The platform reduces the possibility of completely incorrect responses (hallucinations) by using the algorithms to generate a query that is submitted to the large AI model as a guide, which allows responses to be more specific to a customer’s workflow.
Key customers and partnerships
As of August 2024, Forethought’s customers included Lime, iFIT, Achievers, Q4 Inc., Etekcity, Beeline, Uncommon Goods, Spoonflower, Kajabi, PDQ, Desire2Learn, and Thumbtack.
In December 2021, Forethought partnered with academic research center Mila to conduct further research in AI and ML fields to enhance customer experience.
As of April 2024, Forethought’s solutions were available for integration on several customer service platforms, including Zendesk, Salesforce, ServiceNow, Freshdesk, Dialpad, Hubspot, AWS, and Talkdesk.
By using this site, you agree to allow SPEEDA Edge and our partners to use cookies for analytics and personalization. Visit our privacy policy for more information about our data collection practices.