Automate customer support with generative AI

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February 9, 2023

Forethought

United States Forethought Technologies Customer support

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Automate customer support with generative AI

Customer Support Automation Language Modeling Customer Service Natural Language Processing Customer Experience Help Desk Software

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Overview

Forethought's generative AI platform, SupportGPT™, is designed to automate customer support processes, making them more efficient and cost-effective. The platform uses large language models (LLMs) to accurately predict customer inquiries and provide relevant responses quickly and accurately.

The platform offers several features, including Solve, which automates answers to common questions across any channel; Triage, which enriches cases with sentiment and intent, then prioritizes and routes them based on urgency; Assist, which harnesses the power of generative AI to empower agents with relevant knowledge and suggested responses; and Discover, which helps companies measure ROI, identify and resolve gaps, and track performance in real time.

Forethought's generative AI is designed to streamline customer service across any industry, including e-commerce, SaaS, FinTech, and more.

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January 26, 2022

Initial release of Forethought.

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Customer support Forethought

United States Forethought Technologies Customer support

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SupportGPT

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Pros and Cons

Pros

Automated customer support

Language modeling prediction

Effective and rapid responses

Multi-feature platform

Automates answers

Enriches cases with sentiment

Prioritizes and routes urgency

Empowers agents with knowledge

Tracks performance in real time

Integrable with support platforms

Works across any industry

Proactive insights unlocking

Protects customer data

Fast resolution delivery

Reduces support costs

91% average model accuracy

40% average First Response Time reduction

53% average deflection rate

Supports E-commerce, SaaS, FinTech

Inbuilt intent and sentiment analysis

Agent productivity improvement

Instant workflow optimization

Real-time performance tracking

ROI measuring capabilities

Quick and easy installation

Lower cost per ticket

Trackable ROI

Fast ramping of agents

Insights into knowledge gaps

High ticket deflection

Improved customer interactions

Effective in complex cases resolution

Data security emphasis

Plug-in enterprise solution

Up to 30% time-to-resolution reduction

Immediate routing to right agent

High-priority and low-priority ticket prediction

Agent best-fit prediction for tickets

View 33 more pros

Cons

No multilingual support mentioned

No specific tool integration mentioned

Not specified for small businesses

No offline support tools

Lack of advanced analytics

No free trial or version

Requires data for training

No customizable chat interface

Limited sector-specific customization

No voice chat support

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Q&A

What is SupportGPT™?

SupportGPT™ is Forethought's generative AI platform designed to automate customer support processes. It uses large language models (LLMs) to accurately predict customer inquiries and provide relevant responses efficiently and accurately.

How does Forethought's generative AI platform work?

Forethought's generative AI platform works by leveraging large language models to predict customer inquiries and generate relevant responses. It offers various features such as Solve, Triage, Assist and Discover. 'Solve' automates responses to common inquiries. 'Triage' enriches cases with sentiment and intent, then prioritizes and routes them based on urgency. 'Assist' empowers support agents with relevant knowledge and suggested responses. 'Discover' helps companies track real-time performance and identify and resolve gaps.

What improvements can I expect from using SupportGPT?

Implementing SupportGPT can result in numerous improvements like a 91% average model accuracy, a 40% average reduction in first response time, and a 53% average deflection. These improvements can maximize efficiency and ROI for your support teams.

What are the key features of SupportGPT?

Key features of SupportGPT are Solve, Triage, Assist, and Discover. 'Solve' automates responses to common inquiries across any channel. 'Triage' enriches cases with sentiment and intent, then prioritizes and routes them based on urgency. 'Assist' uses generative AI to equip agents with relevant knowledge and suggested responses. 'Discover' enables companies to measure ROI and identify and resolve gaps while tracking performance in real-time.

Can SupportGPT be integrated with existing support platforms?

Yes, SupportGPT can easily be integrated with existing support platforms. Specific details about these integrations can be found on their website under the 'Integrations' section.

How does Solve feature of SupportGPT work?

The Solve feature in SupportGPT works by automating answers to common questions across any channel with generative AI. This leads to lower cost per ticket, faster time to resolution, and happier customers.

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What is the Triage feature in SupportGPT and how does it benefit the support process?

The Triage feature in SupportGPT enriches cases with sentiment and intent, and then prioritizes and routes them based on urgency. This leads to faster response time and fewer manual tasks.

What is the functionality of the Assist feature in SupportGPT?

The Assist feature in SupportGPT harnesses the power of generative AI to ramp agents faster and empower them with relevant knowledge and suggested responses. This aids in higher agent productivity and faster response times.

How does the Discover feature in SupportGPT help track performance and ROI?

The Discover feature in SupportGPT uses generative AI to recommend and optimize workflows. It tracks performance and ROI in real-time and aids in instantly improving time to resolution and lowering support costs.

Can SupportGPT be used across different industries?

Yes, SupportGPT can be utilized across different industries. It streamlines customer service in sectors ranging from e-commerce to SaaS, FinTech, and more.

How does SupportGPT help in the e-commerce sector?

In the e-commerce sector, SupportGPT helps by instantly resolving common tickets like shipping status checks. This not only saves support costs but also boosts customer satisfaction.

How does SupportGPT help in the SaaS industry?

In the SaaS industry, SupportGPT automates resolution of simple cases, leading to the immediate routing of complex or high-priority inquiries to the right agent.

How does SupportGPT benefit the FinTech sector?

In the FinTech sector, SupportGPT provides instant answers and actions enabling customers to self-serve. It also equips agents with the context they need to provide fast resolutions.

Does Forethought offer any customer success stories or case studies?

Yes, Forethought does provide customer success stories. These can be found under the 'Customers' section on their website.

How does Forethought ensure the security of customer data?

Forethought ensures the security of customer data via their dedicated 'Security' feature. Further details about how customer data is protected are available in the 'Security' section on their website.

How accurate are the predictions made by SupportGPT?

The predictions made by SupportGPT record an average accuracy of 91%, ensuring reliable and robust responses to customer inquiries.

How does SupportGPT improve the support ticket lifecycle?

SupportGPT streamlines the entire support ticket lifecycle on one generative AI platform. Through the combination of its Solve, Triage, Assist, and Discover features, it empowers automation, predicts and prioritizes cases, supports agents with relevant knowledge, and tracks ROI and performance in real-time.

How can SupportGPT help reduce the time to resolution for customer queries?

SupportGPT helps reduce time to resolution for customer queries by using generative AI to automate answers to common questions, prioritize and route based on urgency, and provide agents with relevant knowledge and suggested responses swiftly.

Can SupportGPT work with my company's existing customer service software?

Yes, SupportGPT can be integrated with a company's existing customer service software. It is designed as a plug-and-play solution that can be installed rapidly.

Are there any demo versions of SupportGPT that I can try before purchasing?

Yes, Forethought does offer a demo version of SupportGPT that you can try before making a purchase decision. The demo can be viewed by following the 'View Demo' link on their website.

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