Look, it’s 2022. Your customers still need support, and the customer experience is more important than ever.
But the way those customers want and expect support has changed.
Over the last few years, we’ve seen a steady increase in support requests via chat, direct messaging, SMS, and social media. We launched Solve in 2020 to empower customers to self-serve with human-centered AI, not clunky chatbots built from decision trees.
And today, we’re empowering them to get answers from any channel!
Zendesk Sunshine Conversations and Forethought Solve
Forethought is excited to announce Solve’s integration with Zendesk’s Sunshine Conversations, extending Forethought’s AI omnichannel capabilities.
Forethought customers utilizing Zendesk can now connect their messaging channels to Sunshine Conversations and leverage Forethought’s AI capabilities to provide automated support to customers on their preferred channels. This includes popular channels like SMS, Facebook Messenger, WhatsApp, Twitter, and more.
For example, instead of contacting your bank through a website chatbot, you can reach out to them through Facebook Messenger or other channels while maintaining a consistent experience. The bank can leverage intent detection to understand your questions and surface the appropriate workflow to solve the issue. If you need to share sensitive information, the bank can seamlessly switch you over to a more secure channel and continue the conversation — all without losing any context for your support needs.
Expand Customer Reach
This integration enables companies to expand their customer reach and improve communication across whatever channels your customers prefer.
Here’s what you get with Forethought’s integration with Sunshine Conversations:
Automated Support Across Multiple Channels
Deploy pre-built workflows on leading messaging channels like Facebook Messenger and WhatsApp to expand case coverage and meet customers on their preferred channels.
Integrated Customer Conversations
Unify conversation history across multiple touchpoints without losing context—allowing agents to provide more personalized support.
Connect your messaging channels to Sunshine Conversations and provide omnichannel, AI-powered support to customers instantly.
Detect customer intent across several conversations and build automated workflows to enhance the self-service experience and improve case deflection.
The Power of Omnichannel
Customers deserve simple and helpful interactions no matter their preferred channel. With more and more customers seeking support outside of a company’s website, omnichannel support is essential to great CX.
Integrating Solve with Sunshine Conversations makes omnichannel customer support a reality.
If you’re interested in learning more about Forethought Solve and our omnichannel capabilities, let’s chat! You can book a demo and find out more about how you can improve your customer and agent experience with the power of artificial intelligence.