Forethought

Solve is Forethought's generative AI agent that resolves common customer inquiries end-to-end without human involvement. It draws answers from your knowledge base, help center, and historical ticket data, and can execute multi-step workflows like password resets or order lookups. This reduces ticket volume on tier-1 support teams and delivers immediate deflection ROI.

Triage automatically classifies, tags, and routes incoming tickets to the right queue, agent, or AI workflow based on intent, sentiment, language, and priority. It eliminates manual sorting work that often consumes 10-20% of agent time in large support orgs. Because it uses generative AI rather than rigid keyword rules, it adapts to new ticket types as they emerge.

Assist is a real-time AI copilot that sits inside the agent's helpdesk interface and suggests responses, surfaces relevant knowledge articles, and drafts replies based on the current conversation. It shortens average handle time and helps new agents ramp faster by giving them expert-level recommendations in context. Responses are grounded in the company's own knowledge base to avoid hallucinations.

Discover analyzes historical ticket data to surface trends, identify automation opportunities, and quantify the ROI of AI deployment. Support leaders can see which topics are growing, which are underserved by the knowledge base, and where deflection has the highest potential. This transforms support ops from reactive firefighting to data-driven capacity planning.

Forethought's platform is designed around multiple specialized AI agents that collaborate and hand off context to each other and to humans. A conversation starting in chat can escalate to email or voice with full history, and the AI can call specialized sub-agents for tasks like refund processing or account updates. This agentic design handles more complex workflows than single-model chatbots.