# Forethought AI customer support platform for resolving inquiries, routing tickets, and assisting agents - Findings24: - ウェブサイト: - 料金: Freemium - カテゴリー: AIチャットボット, AI Copilot, AIワークフロー自動化 ## Forethoughtとは？ Forethought is an AI customer service platform for support teams. Its multi-agent system combines automated resolution, ticket triage, agent assistance, support insights, and quality evaluation. The agents learn from historical tickets and help center content, and use business policies to guide responses and actions. Teams can use Forethought to handle customer inquiries across channels while keeping human agents involved in escalations and complex cases. It works within existing helpdesk workflows and provides tools to improve support content and automation over time. ## Forethoughtでできること ### Omnichannel resolution Solve detects customer intent and uses natural-language Autoflows and custom actions to resolve inquiries. Supported channels include chat, mobile, email, voice, and Slack, with availability depending on the plan. ### Automatic ticket triage Triage classifies tickets by sentiment, language, urgency, and other attributes. Prebuilt and custom models apply tags, filter spam, prioritize cases, and guide handoffs. ### Helpdesk copilot Assist analyzes tickets in real time, generates responses, and provides step-by-step guidance inside the helpdesk to support human agents. ### Knowledge and workflow gap detection Discover analyzes support conversations to identify missing knowledge and recurring issues. It recommends or generates articles and Autoflows to address gaps. ### Support quality evaluation AI QA evaluates all support interactions using customizable rubrics. Teams can group results by agent, channel, or ticket and give agents individual dashboards. ### Brand-specific support Multibrand tools let teams customize AI personality, workflows, and channel experiences for each brand while managing them centrally. ## 利用シーン ### Handle growing SaaS support demand SaaS support teams can automate recurring inquiries and reserve agent time for complex customer issues as ticket volume grows. ### Route global, multi-product inquiries Support operations teams can create routing models based on product type and region, alongside language and urgency, to direct escalations to appropriate agents. ### Onboard support agents Team leads can use in-helpdesk guidance and response assistance to help new agents work through unfamiliar tickets. ### Improve support content from customer questions Knowledge managers can examine recurring contact drivers and turn missing answers into articles and automated workflows. ## よくある質問 ### How is Forethought priced? Team, Professional, and Enterprise plans require a quote. Pricing combines platform access fees with outcome-based costs, with optional add-ons. Additional usage charges may apply when purchased limits are exceeded. ### Can teams try Forethought before purchasing? Forethought offers a Proof of Value rather than a traditional free trial. The evaluation uses the team's own data to demonstrate deployment and performance in real support scenarios. ### What happens when an inquiry needs a human agent? If Solve cannot resolve an inquiry or the customer requests an agent, Triage classifies and prioritizes the ticket to support a handoff to the appropriate human agent. ### How do the plans differ? Team includes chat and mobile agents, Autoflows, triage models, multilingual support, and AI QA. Professional adds email, voice, Slack, AI-surfaced insights, and multibrand management. Enterprise adds the Solve API, knowledge and workflow gap generation, Analytics API, and enterprise security and governance controls. ## クイック情報 - **Category**: AI customer service platform - **Primary users**: Support agents, customer experience teams, and support operations leaders - **Product modules**: Discover, Solve, Triage, Assist, and QA - **Learning inputs**: Historical support tickets and help center content - **Website**: https://forethought.ai