Forethought

Forethought is a San Francisco-based company providing customer service automation using generative AI technology. On March 8, 2023, Forethought launched SupportGPT aSupportGPT—a generative AI platform for customer support. Powered by SupportGPT, the Forethought platform integrates generative AI throughout the customer lifecycle, resolving common issues, predicting and prioritizing cases, and assisting agents with relevant knowledge. Forethought's technology learns from a company's data to provide customized suggestions and insights, fine-tuning its performance based on a customer's conversation history. SupportGPT utilizes OpenAI models that have been modified and enhanced by Forethought for customer service use cases.

Founded in 2017, by Deon Nicholas (CEO), Sami Ghoche (CTO), and Colm Doyle, Forethought has raised $92 million in funding, including a $65 million Series C round in December 2021. This round was led by Steadfast Capital with participation from existing investor NEA and new investors Sound Ventures and K9 Ventures, along with individual investors, including actress Gwyneth Paltrow and former NBA player Baron Davis. Forethought won the TechCrunch Disrupt Startup Battlefield in 2018 and has won multiple awards from G2, including G2's 2023 Best Software Awards, being named on the Best Analytics & AI Products list, and the Best Customer Service Products list.

• Solve—the use ofSolve—using generative AI to automate answers to simple and repetitive questions, reducing customer wait times and ticket volume for customer support agents.
• Triage—categorizing, prioritizing, and routing customer support tickets to the right team as well as removing spam.
• Assist—providing customer support agents with relevant information and suggestions to improve the customer experience.
• Discover—helping to organize customer support operations, providing recommended workflows, content, and analytics.

The Forethought platform is powered by SupportGPT, which the company claims to be the world's first generative AI platform for customer support. SupportGPT leverages Large Language Models (LLMs), the same technology behind OpenAI’s ChatGPT, thatwhich have been fine-tuned on a company's data to improve performance. SupportGPT is capable of generating the following:

To reduce AI hallucinations and unexpected responses, SupportGPT utilizes a narrower set of data than more generalized generative AI chatbots. Constraining the AI, with focused data means it is more likely to respond appropriately. Early demos showed the model steering conversations outside of its scope back to customer support queries. To allow businesses to try SupportGPT and adapt the model to particular use cases, Forethought released SupportGPT Playground, a sandbox for potential customers to experiment with the system using their own data.

Forethought is a developer of AI-powered tools created to embed required information into the day-to-day workflows of employees. The company's tool responds to customers, offers solutions to issues via real-time assistance, facilitates the automation of repetitive routing on behalf of agents, and offers insights, allowing businesses to streamline resolution time and agent productivity.

Forethought is a San Francisco-based company providing customer service automation using generative AI technology. On March 8, 2023, Forethought launched SupportGPT a generative AI platform for customer support. Powered by SupportGPT, the Forethought platform integrates generative AI throughout the customer lifecycle, resolving common issues, predicting and prioritizing cases, and assisting agents with relevant knowledge. Forethought's technology learns from a company's data to provide customized suggestions and insights, fine-tuning its performance based on a customer's conversation history. SupportGPT utilizes OpenAI models that have been modified and enhanced by Forethought for customer service use cases.

Forethought's tool is referred to as Solve. It reads questions, seeks out homonyms, detects sentiment and intent, and locates context clues and other details that will assist in answering certain questions. In addition, Forethought’s artificial intelligence (AI) ingests historical data particular to an organization to begin the process of resolving issues. The AI also learns as time passes and businesses change.

Founded in 2017, by Deon Nicholas (CEO), Sami Ghoche (CTO), and Colm Doyle, Forethought has raised $92 million in funding, including a $65 million Series C round in December 2021. This round was led by Steadfast Capital with participation from existing investor NEA and new investors Sound Ventures and K9 Ventures along with individual investors including actress Gwyneth Paltrow and former NBA player Baron Davis. Forethought won the TechCrunch Disrupt Startup Battlefield in 2018 and has won multiple awards from G2, including G2's 2023 Best Software Awards, being named on the Best Analytics & AI Products list, and the Best Customer Service Products list.

Deon Nicholas, cofounder and CEO of Forethought, said in a statement:

“The pandemic pushed individuals and businesses alike to quickly move to digital channels and processes, a shift that many weren’t prepared for. We’re helping companies transform their customer experiences.”

The Forethought platform offers a range of AI-powered functionality to manage customer support queries. The company breaks this down into four key areas:

• Solve—the use of generative AI to automate answers to simple and repetitive questions, reducing customer wait times and ticket volume for customer support agents.
• Triage—categorizing, prioritizing, and routing customer support tickets to the right team as well as removing spam.
• Assist—providing customer support agents with relevant information and suggestions to improve the customer experience.
• Discover—helping to organize customer support operations, providing recommended workflows, content, and analytics.

The Forethought platform is powered by SupportGPT, which the company claims to be the world's first generative AI platform for customer support. SupportGPT leverages Large Language Models (LLMs), the same technology behind OpenAI’s ChatGPT, that have been fine-tuned on a company's data to improve performance. SupportGPT is capable of generating:

• Human-like conversations
• Automated workflow discovery
• Complete agent responses
• Gap analysis and content generation

To reduce AI hallucinations and unexpected responses, SupportGPT utilizes a narrower set of data than more generalized generative AI chatbots. Constraining the AI, with focused data means it is more likely to respond appropriately. Early demos showed the model steering conversations outside of its scope back to customer support queries. To allow businesses to try SupportGPT and adapt the model to particular use cases, Forethought released SupportGPT Playground, a sandbox for potential customers to experiment with the system using their own data.

Forethought's tool is referred to as Solve. It reads questions, seeks out homonyms, detects sentiment and intent, and locates context clues and other details that will assist in answering certain questions. In addition, Forethought’s Artificialartificial Intelligenceintelligence (AI) ingests historical data particular to an organization in order to begin the process of resolving issues. The AI also learns as time passes and businesses change.

Deon Nicholas, Co-Foundercofounder &and CEO of Forethought, said in a statement: