Omnichannel AI Agent

Meet Sally.

Sally was just promoted to lead Support and CX Ops at her company with a mission to make customers love their experience.

First, Sally needs a clear view of how her department is performing. With Forethought’s Discover Agent, she gets instant insights from historical ticket data and knowledge base content— from overall volume to top contact drivers.

Discover also highlights gaps in her support content and even auto-generates articles and Autoflows (agentic AI workflows) to help her team resolve more issues, faster—giving customers the answers they need and a better experience every time.

Not a bad way to kick off her new role.

Sally is ready to take action.

The challenge? She can’t hire more human agents.
The solution? Forethought’s Solve Agent.

With Solve, Sally adds an omnichannel agentic AI agent that fully resolves customer inquiries from start to finish, all with a human-centered approach.

Using the Autoflows she built in Discover, Solve understands each customer’s intent and takes the right action—no decision trees, no manual routing.

Now, Sally can scale support, cut costs, and give her agents time back to focus on more complex, high-value work.

A win for everyone. 

“What if a customer wants to talk to a human?”

That’s one of the first questions Sally asked because delivering a world-class customer experience is her top priority.

If Solve can’t resolve a customer inquiry or a customer asks to speak with an agent, Triage takes over. It instantly classifies and prioritizes the ticket, ensuring it reaches the right agent at the right time.

Triage’s agentic AI automatically tags tickets based on sentiment, language, and urgency.

Sally’s company serves a global customer base across multiple products, so she built a custom model to route tickets by product type and region—no manual sorting needed.

Smarter workflows, faster handoffs, and happier customers (and agents).

Sally knows how tough it can be to keep customers happy.
Now, she’s learning how challenging it can be to onboard and ramp up new team members.

That’s where Forethought’s Assist Agent comes in—an agentic AI copilot that supports human agents right where they work: their helpdesk.

With Assist, every ticket is automatically summarized so agents can jump in and respond faster.

And those Autoflows Sally built with Discover? Assist uses them too,  guiding agents through the right steps and helping them respond consistently, ensuring a high-quality experience every time.

With Forethought’s multi-agent, omnichannel system, Sally can Discover what needs attention, Solve issues automatically, Triage every ticket intelligently, and Assist her agents to perform at their best.

What’s next for Sally? Just about anything.