📢 New playbook alert! We’ve just dropped our latest playbook: Decoding CX Metrics: A Playbook for Tracking and Optimizing Customer Experience. 🎉 Why should you check it out? Because understanding your CX metrics is key to driving customer satisfaction and loyalty. This playbook will help you understand metrics: their origin, how to measure them — and even some unsung heroes that don't get the credit they deserve! Get your hands on the playbook here and start improving your CX game! 🚀📊 https://lnkd.in/gfKeDDvr #CustomerSuccess #CXMetrics #Optimization #Playbook #GenAI #AI
Forethought
Software Development
San Francisco, California 15,335 followers
Enabling exceptional business outcomes through AI, starting with the customer experience.
About us
Forethought is the most advanced generative AI agent for customer support, trained on your unique data set. Our AI-driven solutions integrate seamlessly to resolve issues instantly, predict and prioritize tickets, and assist agents with relevant knowledge. Transform your customer support with AI that learns continuously to provide more accurate and contextual responses.
- Website
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http://www.forethought.ai
External link for Forethought
- Industry
- Software Development
- Company size
- 51-200 employees
- Headquarters
- San Francisco, California
- Type
- Privately Held
- Founded
- 2017
- Specialties
- AI, NLP, Customer Support, Customer Success, Help Desk Management, NLU, Machine Learning, Customer Experience, Natural Language Understanding, Natural Language Processing, Artificial Intelligence, Automation, Customer Operations, Help Desk Integration, and Customer Service
Locations
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Primary
Get directions
345 California St
Suite 600 and 700
San Francisco, California 94104, US
Employees at Forethought
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Dr. Manu Kumar 👋🏽
Chief Firestarter @ K9Ventures • Co-founder @ Carta • Co-founder & CEO @ HiHello • Investor in Lyft, Twilio, Auth0, Carta, LucidChart, Everlaw, &…
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David Ginsburg
Customer Success Executive
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Lindsay Fifield
Director of Customer Success at Forethought
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Ashvin Bachireddy
Updates
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For something as personal as employment benefits, #CX teams need to be ready to provide a human touch to complex needs. ❤️🩹 This makes the ability to automate easy requests incredibly important. That's what drove @Forma to lean on Forethought in a year when it expected to double its membership. Shown through a steadily increased deflection rate, more of the Forma team was available to personally help customers through the complicated asks of the benefits process. Now that's how you leverage #AI to deliver a superior #CX. 🙌 Learn more about Forma's story with Forethought here ➡️
Forma's Members Keep Rising—but So Does Their Deflection Rate | Forethought
https://forethought.ai
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Agentic AI is here, and it’s transforming the business landscape. As AI takes on more autonomous decision-making, companies are seeing major shifts. Some key takeaways about these shifts from @Tiarne Hawkins: ✅ Smarter Decisions: AI is enabling faster, data-driven decisions with less human input. ✅ Greater Efficiency: By handling complex tasks, agentic AI is optimizing operations and driving innovation. ✅ Ethical Focus: As AI autonomy grows, so does the need for responsible use to avoid biases. Is your business ready for this AI-driven revolution? Read article here:
Agentic AI is here and its shaking up the business landscape.
Tiarne Hawkins on LinkedIn
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🔍 We're excited to announce that Forethought's best-in-class AI for customer support now extends to Slack, enabling your internal teams to get faster answers to product, HR, sales, and other questions—saving valuable time Here’s how it works 👇 Imagine your HR department is onboarding a new employee. Traditionally, this process can be overwhelming, with new hires bombarded by questions about benefits, policies, and procedures. With Solve for Slack, HR can use the AI agent to automatically respond to common inquiries. For example, when the new employee types a question like, “What’s the process for requesting time off?” the AI agent instantly retrieves the relevant information from the HR knowledge base and provides an answer. This not only saves HR team members time but also ensures that the new hire feels supported and informed from day one. But it doesn't stop there! The Sales team can leverage the same functionality. When a customer reaches out in a Slack channel asking for product details or pricing, they can simply tag @Forethought. The AI agent will pull the most up-to-date information and respond immediately, enhancing customer engagement and satisfaction. With Solve for Slack, your team can streamline workflows, reduce response times, and ultimately boost productivity. It’s time to transform the way your organization communicates—internally and externally! You’ll probably want to learn more, you can do that here 👉
Unlocking the Power of AI with Forethoughts’ Solve, Now Available In Slack | Forethought
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🎙️ Does your CEO rap about AI? Deon Nicholas does. But seriously, we do solve issues, and learn from your data! 🕺 https://forethought.ai/ #TheRappingCEO
As an ElevateCX sponsor, I decided to do something embarrassing, but real… I rapped. 🙈 Yep! One of the things I loved about the ElevateCX conference last week was just how raw and authentic everyone was. It was an environment where CX leaders could get together, jam about their issues, and really really get to know each other. Having spoken at many conferences the past few months, this was definitely the highlight. So many shoutouts to the speakers Craig Stoss, Amiee Twigg, Denise W. , Kat Gaines, Nick Cannariato, Matt Dale, Allison Cloyd, Chyngyz Dzhumanazarov, Suneet Bhatt, Erica Clayton, Anthony Lopez, Andrew Rios, MSML, Kristi Ernst Thompson, Sarah Caminiti, and of course Mercer Smith and Sarah Hatter (+ anyone I forgot here!). This was an event for the books! All of these folks, and so many more like Fernando Duarte, Trevor Hanson, Alana L., Kristin Reynolds, Devon Harris, Jen Bates, Stephanie Lundberg, Priscilla Brooke and everyone really made me feel at home in the CX community. So when it came time to give my sponsor talk, I decided on a whim to drop the usual “Tell me about Forethought” corporate slides, and instead to do something that felt super raw and authentic for me (— if not a little embarrassing). I wrote and performed a song! This might take the cake for most embarrassing, but possibly most fun and memorable, thing I’ve ever done at a conference! Hope you all enjoy! 🎥vid credit: Erica Clayton #cx #ai
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🤔 Curious about the state of AI skepticism? Our new blog post explores whether doubts about AI are decreasing and what that means for the future. Get the full scoop and join the conversation! 🚀 Read it now: https://buff.ly/4d5VZm9 #GenAI
Is the age of AI skepticism over? | Forethought
https://forethought.ai
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Register now to join us for our CX Day Webinar hosted by Deon Nicholas, CX Made Easy: Key Strategies to Prevent Common and Costly Errors 👏
🥳 Tune in to the CX Day Webinar Series with Forethought 🎉 Don't miss CX Made Easy: Key Strategies to Prevent Common and Costly Errors. Register here 👉 https://lnkd.in/escx5-Kt #CXDay #ccxp #cx #customerexperience #customer #customerjourney Forethought
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🎉 Get ready for peak season with confidence! Our webinar tomorrow is packed with expert insights to help your CX team shine. Whether you’re looking to refine your strategy or boost team performance, we’ve got you covered. Secure your spot today: https://buff.ly/3XMvE88
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This is a hot take worth a minute of your time 👀 Are there any fully-agentic reasoning engines out there? Is every AI-agent label you see, truly an AI agent? What is generative AI? This and more 👇
You want my hot take...? Most vendors get the term "AI Agents" completely WRONG. They don't realize that "Generative AI" is giving way to the next wave... "Agentic AI", and there is a world of difference! Here's what I mean: 👇 Most vendors today leverage "Generative AI" powered by RAG ("Retrieval Augmented Generation", aka search engine technology) to build bots that can smoothly answer frequently-asked-questions based on a company's public help center articles. Powered by language models like ChatGPT, these bots almost feel like you're talking to a real human agent. So vendors have started calling these... "AI Agents", tada! What's wrong with this? Well, in the Customer Service world, human agents do more than just answer knowledge-base questions that the customer could have looked up themselves. Human agents have to troubleshoot product issues, make updates in the backend admin console, re-issue a transaction, lookup an order, make decisions based on a policy or playbook (e.g. "what is our refund policy"), and so much more. Only about 10-20% of issues can be resolved with a RAG-based so-called "AI Agent" offered by most vendors, because they are NOT agents... they are not "agentic". "Agentic AI" means AI that can make decisions, hit APIs or backend systems, process the results, follow up with the user, ask follow up questions or clarifying questions, trouble-shoot complex issues, and reason through decision-making steps, all WITHOUT being explicitly programmed. To get your AI "agent" to be able to resolve upwards of 70% of issues, you need truly Agentic AI, not just Generative AI powered by RAG. And this is what 95% of AI customer service vendors out there are missing. At Forethought, we launched Autoflows a few months ago, which is the world's ONLY fully-agentic reasoning engine. I don't typically like to make bold claims like this, but I have genuinely looked. With every new "agent-this" "agent-that" announcement, I've found that every single vendor, from the little guys to the giants who happen to be hosting a "dreamy" conference as we speak, get it completely wrong. They try to "fake" it by building a RAG system, but when you need actions, APIs, follow-ups, trouble-shooting, they default back to 10-year-old technology: decision trees and flowchart diagrams, or they obfuscate it under the hood by having a large professional services team faking it in the back-end. Autoflows is the only fully-agentic reasoning engine on the planet, powered by completely natural language workflow policies, with 0 decision trees, 0 professional services, and zero vapor-wear. And it's resolved millions of support inquiries already. With all that said, thank you Simon Kriss for letting me get on my soap-box for 5 minutes. In this episode of AI in 5, we talk about the crucial differences between "Generative AI" and "Agentic AI". Hope you enjoy. And go subscribe because Simon is awesome! Rant over! 🙃 #ai #agenticai #genai #cx #customersupport
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📅 Peak season is coming, and we’ve got you covered! Tune into our upcoming webinar for pro tips on getting your CX team in top shape. Get ahead of the game and ensure your team’s success! 🎯 Sign up here: https://buff.ly/3XMvE88 #CXTips #PeakSeasonPrep
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