As we wrap up 2024, we’re celebrating another year of growth and innovation—one guided by your feedback, ambitions, and evolving workflows. We listened to your requests, pored over your suggestions, and rolled more than 100 features aimed at making Forethought smarter, friendlier, and more intuitive. Together, we’ve transformed how teams tap into their data, connect with customers, and bring AI to everyday support experiences.
Here’s a look back at the year through five key themes that defined what we built and where we’re headed.
1. Insightful Discovery Has Never Been Easier
Say goodbye to sifting through chatbot transcripts! With our new Insights features, it’s never been easier to understand user behavior, content relevance, and chatbot performance—all at the click of a button. Use tools like Article Insights, Topic Insights, Quick Feedback Analytics, and the Chats & Workflows tabs to unlock actionable insights, make smarter decisions, and elevate your customer support. Our Deflection Insights—powered by advanced AI—objectively measure how well the widget handles inquiries and keeps customers from needing human help. And we’re just getting started: In 2025, these capabilities will extend across all of Forethought, from Assist and Triage to Discover and Email, unlocking richer, more actionable data everywhere you work.
2. A Widget That Feels Like an Extension of Your Brand
This year, our Forethought Widget evolved from simply being a helpful chatbot into a true extension of your brand’s personality. With more than one billion interactions every month, delivering an on-brand and consistent experience has never been more important. That’s why we introduced a sleeker interface, Tone of Voice controls, responsive mobile UI adjustments, and the option to add promotional banners—all to ensure your chatbot feels distinctly yours, from the look and feel to the way it speaks.
These enhancements allow you to align your brand’s voice and identity with smoother, more fluid interactions, forging deeper connections with your users. Now, every conversation can reflect your brand’s unique character, helping you stand out and resonate more meaningfully with your audience.
3. Bringing AI to Every Corner of Your Organization
Your customers aren’t just talking to support anymore—and we’ve made sure Forethought can meet them wherever they are. With Solve for Slack, the Solve API, expanded channel support, and Interactive Email that smoothly guides customers from their inbox into the widget experience, you’re no longer limited to traditional help desks. Whether you’re powering internal knowledge-sharing, supporting sales inquiries, or answering compliance questions, Forethought adapts to all the places where people need answers.
4. Elevating AI with Better Data, Everywhere
Smart AI starts with great data. We’ve rolled out features like Triage LLM Simulations, Context Variables in Autoflows, and Ticket Summary and Response Generation in Assist. These tools help refine the content AI trains on, ensuring that every answer feels more accurate, human, and helpful. By focusing on the foundations—high-quality inputs, structured workflows, and continuous learning—we’ve made AI more intuitive and reliable. In other words, we’re using AI to enhance the very data that fuels AI.
5. Integrating with the Tools You Already Love
We understand you work across a landscape of platforms, and Forethought now plays seamlessly with more of them. New connectors like Shelf.io, SharePoint, Google Drive, and improved support for Zendesk, Salesforce, Kustomer, and Jira ensure that wherever your knowledge lives, Forethought can access it, learn from it, and put it to work. Consider this the year our ecosystem grew stronger and more versatile.
Looking Ahead to 2025
If 2024 was about unlocking deeper insights, refining experiences, and expanding how you connect with customers, then 2025 will mark a new era of intelligent, proactive engagement. Expect to see Forethought evolve in ways that help you deliver faster, more personalized support across every channel—email, chat, and even voice. We’re focused on making it easier to anticipate your customers’ needs, streamline every interaction, and empower your team to work smarter. And as always, everything we build is guided by the feedback, challenges, and ambitions you’ve shared with us—ensuring that our roadmap reflects what matters most to you.
Thank you for shaping our vision and trusting us to navigate this journey with you. Here’s to another year of forging meaningful connections and delivering remarkable results, together ❤.
