Forethought, the leader in Agentic AI for customer experience, now processes over one billion customer interactions monthly. This demonstrates Forethought’s industry leadership in redefining CX by seamlessly integrating AI-driven automation with human-centric support.
Agentic AI: Elevating CX Conversations Beyond RAG
Forethought’s Agentic AI represents a significant leap forward in customer service. Most AI available on the market relies exclusively on Retrieval Augmented Generation (RAG) and provides static, FAQ-driven answers and decision trees. Forethought’s solutions utilize RAG and enable natural conversations and actions that drive faster resolutions and meaningful outcomes.
“Only 20 to 25% of customer service inquiries can be addressed with information-only, FAQ-based answers, which is where RAG systems stop,” said Deon Nicholas, co-founder, president & executive chairman of Forethought. “The rest demand action, multi-step reasoning, and executing nuanced business logic. Forethought’s Agentic AI delivers on this, helping businesses enhance their support capabilities while elevating customer satisfaction.”
Proven Success with Industry Leaders
Forethought’s ability to deliver results is validated by its customers, including Upwork, Lime, Cotopaxi, Airtable, and Fetch. Companies that have adopted Forethought are seeing unprecedented efficiency and impact on their CX operations:
“The results we’re getting with Forethought at Airtable are nothing short of amazing,” said Andrew Ofstad, co-founder of Airtable. “Forethought’s AI agent resolves 60%+ of the issues Airtable users throw its way and is improving every day. It has been really impressive.”
At Fetch, the top rewards app in the U.S., Forethought’s AI helped achieve a 3.9x ROI while fully resolving over 250,000 inquiries in just the first 90 days.
“The thing that really blew my mind, and ultimately, the biggest reason we went with Forethought, was their creative approach to workflows,” said Brian Johnson, VP of support operations. “The same three sentences I would type in Slack to tell someone how to close a ticket—that’s how you configure the AI agent. When I saw that, I felt like I was seeing the future.”
YAZIO, a leading nutrition app, leveraged Forethought to deflect 80% of tickets within six months, saving the equivalent of three full-time agents while maintaining an impressive 4.0 CSAT score.
“We would drown in tickets if we didn’t have Forethought’s 80% deflection,” said Michael Trojan, user success specialist at YAZIO.
Defining the Future of Agentic AI
While the term “AI agents” has seen an upswell in popularity in recent quarters, Forethought continues to set the standard with intuitive, scalable agentic AI, trained on customer-specific data. Unlike traditional RAG-based systems, or those that rely on outdated decision trees, Forethought’s Autoflows product enables effortless configuration in under five minutes using natural language and delivers an end-to-end, fully agentic experience that can resolve highly nuanced customer service issues with unprecedented accuracy and minimal-to-no hallucinations.
Forethought Recognized as an Emerging Specialist by Gartner
Forethought was recognized as an Emerging Specialist in the Gartner Innovation Guide for Generative AI Technologies in October 2024. The Guide identifies vendors in the apps/general productivity submarket, including conversational AI vendors, search and insight engines, and productivity tools for communication and content development.
“We’re not just automating answers; we’re transforming how businesses connect with their customers,” said Nicholas. “Our Agentic AI delivers natural, dynamic, and empathetic conversations that improve outcomes for businesses and their customers.”
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