Tool Information
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.
F.A.Q (20)
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes, SupportGPT can be utilized across different industries. It streamlines customer service in sectors ranging from e-commerce to SaaS, FinTech, and more.
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.
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.
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.
Yes, Forethought does provide customer success stories. These can be found under the 'Customers' section on their website.
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.
The predictions made by SupportGPT record an average accuracy of 91%, ensuring reliable and robust responses to customer inquiries.
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.
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.
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.
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.
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
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
Reviews
You must be logged in to submit a review.
No reviews yet. Be the first to review!
Similar Tools
Your personal digital fellow guarding your thoughts, ideas, and memories.
TBD
Free
