CX can refer to many things—customer service, customer support, customer experience, and so on—but they all come down to helping customers. It’s one of the most important priorities for every business who wants to stand the test of time. #GenAI has the power to radically transform the way humans interact with each other and with businesses—and one of the first places many people will experience that impact is in CX. Many companies are asking themselves how, when, and where to leverage AI in their CX orgs. They have questions like: Should we build our own AI in-house, use a help desk add-on, or go with a dedicated solution? Which training data should you use? What should your expectations be, and what lessons can you take from other companies who’ve already made the move? Today, we can share that our AI in CX Benchmark Report answers those questions and much more! We've asked leaders in CX what success they're finding in their CX orgs, when they plan to adopt AI if they haven't already, and what impact AI has on key metrics like cost per resolution, CSAT, and deflection rates. Download the report to see how you stack against the competition ⤵ https://lnkd.in/eAv-zBMs
Forethought
Software Development
San Francisco, California 15,022 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
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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Our 2024 #AI in #CX Benchmark Report allows us to answer some crucial industry questions with confidence. Read the data that backs up our below answers: https://buff.ly/4bEHLZ6 ✅ Should I adopt AI? Yes. ❌ Should I build it myself? No. ❌ Should I leverage my help desk add-on? No. ✅ Should I go with a dedicated solution? Yes. ❌ Should I go with a generic solution built on public data? No.
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Shining a spotlight on our customer, Abra. With a 40.7% deflection rate, they were able to achieve a 6.3x lift in ROI. Learn more about how we were able to help in this case study:
Abra Reaches 40% Self-Serve Rate with Forethought
https://forethought.ai
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Q: Why is completion rate a metric you should be measuring? A: ⬇️ Hint - It captures both customer service AND experience.
Completion Rate: An Essential Customer Metric | Forethought
https://forethought.ai
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83% of customers agree they feel more loyal to brands that respond to, and resolve, their complaints. And 12% of Americans rate their #1 service frustration as "lack of speed". Customer service speed plays a HUGE role in how consumers think about your brand - #AI can help you get faster. 🏁
AI Emotion Analysis for Customer Satisfaction | Forethought
https://forethought.ai
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Spoonflower scaled automation with human-centered #AI, achieving a 59% self-service rate and defecting 69,000+ emails. See the full case study here:
Spoonflower Scales Automation with Human-Centered AI
https://forethought.ai
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New #technology can automate, streamline, and create efficiencies in ways humans just can't, and that gives people pause. BUT, is #AI really replacing people? No. Read more: ⬇️
Is AI Creating Jobs or Taking Them? | Forethought
https://forethought.ai
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The critical question: How can you utilize #AI while safeguarding sensitive operational information and protecting confidential customer data? 🔒 Rewatch our webinar with #CTO & Co-founder, Sami Ghoche, and Head of #IT & #Security, Ameen Aych.
Data Security in the Age of AI | Forethought Webinar
https://forethought.ai
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The global market for customer service software is projected to reach nearly $60 billion by the end of the decade, and will be fundamentally disrupted and reshaped by #genAI. 😱 Our #AI in #CX Benchmark Report provides a detailed look at the ways companies are leveraging the #tech and the results they're achieving .
2024 AI in CX Benchmark Report | Forethought
https://forethought.ai
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We LOVE seeing our customer succeed! 🩷 See how Achievers worked with us to attain at 93% first contact resolution rating.
Achievers Reaches 93% First Contact Resolution with Forethought
https://forethought.ai