Forethought

Forethought is a customer service artificial intelligence platform designed to modernize and automate support operations for enterprise teams. The platform focuses on deploying specialized AI agents that handle distinct tasks across the entire customer support lifecycle, from initial engagement to issue resolution and quality assurance. At its core, Forethought provides a multi-agentic system where each AI agent has a dedicated role. The Solve Agent acts as an omnichannel AI that can resolve customer issues from start to finish, autonomously handling common inquiries, troubleshooting steps, and follow-ups without human intervention. The Triage Agent uses machine learning to classify incoming tickets intelligently, ensuring each issue is routed to the most appropriate human agent or automated workflow, thereby reducing response time and misassignment. The QA Agent automatically evaluates 100% of human agent interactions, scoring tickets for accuracy, tone, and compliance, which helps support managers maintain consistent quality without manual sampling. Additionally, the Agentic AI Copilot empowers live support agents by surfacing relevant knowledge base articles, suggested responses, and context from previous conversations in real time, reducing the time agents spend searching for information. Forethought also offers an Engage Agent that proactively reaches out to customers based on behavioral triggers, such as abandoned carts or repeated visits, to prevent issues before they arise. The Expand Agent identifies upsell and cross-sell opportunities within support interactions, presenting offers that align with customer needs. The Retain Agent focuses on churn prediction and intervention, flagging at-risk accounts and suggesting retention actions. The Qualify Agent helps sal