Forethought
Forethought develops AI-powered customer support software that uses large language models to automate and assist with ticket resolution, knowledge retrieval, and self-service across channels for enterprises and fast-growing businesses. Its platform integrates with common help desk and CRM systems to deflect tickets, suggest responses to agents, and analyze support interactions, generating revenue through SaaS subscriptions.
- Customer Support & Help Desk
- Conversational AI & Chatbots
- Document & Vision AI
- Revenue
- $18.0M
- Employees
- 160
- Founded
- 2017
- Headquarters
- San Francisco, United States of America
What 35 Arbolus experts think of Forethought
The NPS distribution is bimodal, with a cluster of Promoters (score 9–10, 35%) and a sizable minority of Detractors (score 1–2, 12%). Renewal intent is positive among most mid/high-spend customers, but several large customers are unsure or negative, primarily due to concerns over integration, analytics depth, and value delivery. Stickiness is highest in established, fully implemented accounts. Key themes driving sentiment include measurable automation ROI, the platform’s ability to reduce manual workload, and the gap between promise and actual impact in complex workflows.Overall Customer Sentiment: Neutral
Who reviewed Forethought
- C-Suite 71% (25)
- Director 23% (8)
- Manager 6% (2)
Employer names and spend open in the full report, along with the other 32 customers.
Everything 35 customers told us about Forethought.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
14 Net Promoter Score, from 35 scored reviews- Promoters 13
- Passives 14
- Detractors 8
Cumulative NPS by month
-1 over 5 months- May 8
- Jul 9
- Aug 8
- Sep 8
- Oct 7
Net Promoter Score across 5 reviews, accumulated up to each month. Category median 17 across 5 companies.
Praised
- Agent Productivity Gains
- Demonstrated ROI and Performance-Driven Spend
- Automated Resolution and Triage
- Enhancing Complex Agentic Workflows
Criticised
- Integration Complexity
- Value Delivery in Complex Workflows
- Analytics and Reporting Gaps
- Competitive Automated-Resolution Platforms
What customers say
Renewal intent
Plan to renew 38%Plan to renew, by seniority
- 40% 15 answers
- 40% 5 answers
- 0% 1 answer
- 8.6/10 Average score from customers who will renew
- 6.9/10 Average score from undecided customers
- 4.7/10 Average score from customers not renewing
Top alternatives
Most weighed by Forethought customers
Report
More in Workplace & Productivity and Customer Support
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