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Smarter Ticket Classification
Classify and prioritize every ticket
With ready-to-use and customizable models, Triage gets each ticket to the right human agent at the right time—so issues are resolved faster and the customer experience feels effortless and positive.
Proven success
Smarter Ticket Triage
Prioritize what matters
Triage Features
Smarter ticket handling from the start
OUR Multi-Agent system
How Forethought works
How Sally transformed support with Forethought
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.
Frequently Asked Questions
When Forethought’s AI determines that a customer inquiry needs human support—or when a customer asks to speak with an agent—it seamlessly transfers the conversation. The handoff includes full context from the AI interaction, so agents can pick up right where the customer left off without asking them to repeat information.
Forethought uses agentic AI models to automatically tag tickets based on data points like customer intent, sentiment, urgency, language, product type, and more. These tags help prioritize and route tickets to the right human agent faster—ensuring smarter workflows and supporting agent productivity.
Customer service analytics AI analyzes support data—like tickets, chats, and knowledge base content—to identify trends, uncover gaps, and recommend improvements. Forethought Discover uses AI to surface actionable, real-time insights that help teams reduce ticket volume, improve self-service, and deliver better customer experiences.
The best customer service analytics AI helps teams uncover insights quickly, improve knowledge bases, and reduce ticket volume without heavy manual work. Forethought Discover stands out by automatically analyzing historical ticket and knowledge base data, detecting content gaps, and recommending Autoflows and articles—giving support teams clear actions to improve customer service experiences.
Forethought’s multi-agent system takes a human-centered approach, using Autoflows—our agentic AI reasoning engine—to understand customer intent, reason through complex business policies, and resolve issues end-to-end. Ready on day one, Forethought trains on your historical support data to generate Autoflow policies, surface knowledge gaps, and create new help center content. With agents to help you Discover what needs attention, Solve issues automatically, Triage tickets intelligently, and Assist human agents to perform at their best, your team moves faster, lowers costs, and delivers better customer experiences across every channel.