Forethought AI

Start by wiring Forethought into the tools you already use. Connect your help desk, email, and knowledge sources, then let the system learn from prior cases and articles. Map each brand, region, and language so the right voice and content appear in the right channel. Next, publish the self-service experience on your site, in your app, or inside chat. Define a few high-volume intents—order status, password resets, refunds, outage updates—and preview the answers the AI proposes. Edit tone, add links, and set fallback actions for edge cases. Before going live, run a sandbox test: submit sample questions, review accuracy, and confirm handoffs to agents meet your SLAs.

When tickets arrive, your team works from a prioritized queue. Forethought scores urgency using sentiment, intent, and customer context, then routes work to the best-fit agent based on skills and past outcomes. Agents get an AI side panel that drafts responses, pulls exact snippets from trusted articles, and suggests macros. One click sends a clear, complete reply—no hunting across tabs. Need another language? Translate the draft and the knowledge citation instantly. If the issue is critical, automatic escalation pings the right lead and updates SLAs. Every interaction is logged, so you can audit who replied, what was sent, and which sources were used.

Use Workflow Builder to automate the repetitive steps that slow teams down. Create flows triggered by intent, channel, or customer tier: gather missing details with a short form, confirm identity, provide a tailored answer, and only then create or update a ticket if needed. For refunds, route verified customers to a dedicated queue with prefilled fields. For known issues, show a status message, capture “notify me” requests, and post updates as the incident evolves. Build flows once and deploy them across chat, email, and your portal. Brand the experience per product line, and set business-hour rules so after-hours traffic gets smart self-service with a smooth handoff to live agents in the morning.

Close the loop with continuous improvement. Monitor deflection rate, first response time, resolution time, and CSAT. Review low-confidence answers and misrouted cases, then correct labels to improve intent detection. Add missing articles to your knowledge base from a template the AI drafts using resolved tickets; approve, publish, and let it auto-link future cases. Run micro-surveys after interactions to capture feedback and identify training gaps. If you support multiple brands or regions, create focused portals with localized content and unique styling, while keeping reporting unified. During launches or seasonal spikes, enable proactive banners in the portal, update known-issue pages, and spin up temporary workflows to keep queues under control.