Forethought

Forethought offers a multi-agent AI system for customer support teams. Its agents include Discover (AI-surfaced insights to fix knowledge gaps), Solve (omnichannel AI agent for end-to-end issue resolution), Triage (ticket classification and routing), QA (scoring of human agent tickets), and an Agentic AI Copilot that assists human agents within their helpdesk. The page states the agents are trained on a company's past tickets and help center content, and that they can reason, decide, and take action using business policies. Channels listed include chat, email, voice, Slack, and a headless option for embedding AI into custom systems. The page cites integrations with helpdesks, Security and Compliance, and a Forethought Voice product, and presents customer results such as reported ROI, deflection rates, and reduced resolution times from named customer case studies. Solutions are described for support agents, operations, SaaS, and ecommerce and retail teams. The page says Forethought is now part of Zendesk.

Key features

• Discover Agent for AI-surfaced insights and fixing knowledge gaps
• Solve Agent, an omnichannel AI agent for end-to-end issue resolution
• Triage Agent for smarter ticket classification and routing
• QA Agent for scoring human agent tickets
• Agentic AI Copilot to empower human agents
• Channels including chat, email, voice, Slack, and headless embedding
• Integrations with helpdesks
• Security and compliance information
• Pre-built or custom ticket classification models
• Training on past tickets and help center content
• Multi-agent system that collaborates across the customer journey
• 24/7 AI customer support across channels

Best suited for

• Enterprise customer support teams
• Support agents seeking faster resolutions
• Operations teams aiming to reduce ticket volume
• SaaS companies
• Ecommerce and retail companies

Pricing

Not stated on the website