
Forethought, the leader in Agentic AI for customer experience (CX), is transforming how businesses engage with customers, processing over one billion customer interactions monthly. This milestone reflects Forethought’s role at the forefront of redefining CX by combining AI-driven automation with human-centered support.
Elevating CX Conversations Beyond RAG
Traditional AI systems typically rely on Retrieval Augmented Generation (RAG), which offers static, FAQ-based answers or decision trees. These solutions fall short when dealing with more complex customer inquiries that require action, multi-step reasoning, and nuanced business logic. Forethought’s Agentic AI, however, goes beyond these limitations. It uses RAG while enabling natural, dynamic conversations that result in faster resolutions and more 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, and executive chairman of Forethought. “The rest demand action and reasoning, and that’s where we come in. Forethought’s Agentic AI provides a higher level of service, helping businesses enhance their support capabilities while elevating customer satisfaction.”
Proven Success with Industry Leaders
Forethought’s innovative approach has already yielded impressive results for several prominent companies, including Upwork, Lime, Cotopaxi, Airtable, and Fetch. Customers have reported exceptional improvements in efficiency and the impact of their CX operations after adopting Forethought’s AI-powered solutions.
“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 over 60% of the issues Airtable users throw its way and keeps improving every day. It has been really impressive.”
Fetch, the top rewards app in the U.S., saw a 3.9x ROI and fully resolved over 250,000 inquiries within the first 90 days of implementing Forethought’s AI.
“The thing that really blew my mind, and the biggest reason we went with Forethought, was their creative approach to workflows,” said Brian Johnson, VP of support operations at Fetch. “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’s technology to deflect 80% of tickets within just six months, saving the equivalent of three full-time agents while maintaining a 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 gained popularity, Forethought continues to lead the charge in delivering intuitive, scalable agentic AI. Unlike traditional RAG-based systems or outdated decision trees, Forethought’s Autoflows product allows for effortless configuration in under five minutes using natural language. It provides an end-to-end, fully agentic experience that can resolve even the most complex customer service issues with minimal-to-no hallucinations, ensuring high accuracy and customer satisfaction.
Forethought Recognized by Gartner
In recognition of its innovative approach, Forethought was named an Emerging Specialist in the Gartner Innovation Guide for Generative AI Technologies in October 2024. This guide highlights vendors in the generative AI space, particularly in conversational AI, search 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 both businesses and their customers.”
About Forethought
Founded in 2018, Forethought is a human-centered generative AI company specializing in customer support. Trained on proprietary data, Forethought’s solutions power support for leading customer-centric organizations such as Upwork, Grammarly, and iFit. The company has raised over $90 million in venture capital from prominent investors including NEA, Sound Ventures, and Operator Collective. Forethought has also been recognized by G2 as a High Performer, Leader, and Best in Customer Support for 2024.
With its cutting-edge Agentic AI, Forethought continues to revolutionize customer service by creating a seamless blend of automation and human-centric support, setting a new standard for CX excellence.