Forethought

💡 Companies leveraging AI voice agents like Forethought Voice see major improvements in efficiency & customer satisfaction.What’s the difference? True agentic AI.  Forethought Voice doesn’t just answer calls—it understands intent, retrieves knowledge, and automates resolutions for a better and more fulfilling customer experience. Can we make 2025 the year of smarter support? https://lnkd.in/gtGUBC4a

Great AI in CX begins with discipline and wins with empathy. When we implemented Forethought AI in my last role, we didn’t try to automate everything. We focused on ten workflows that created the most friction for customers and the most repetitive work for our team. Before building any intent clusters, we mapped each process end to end. We asked what resolution truly required, what context the bot needed to succeed, and when a person should step in to create clarity and connection. This meant working closely across Support, Product Engagement, and Engineering. We aligned on what a great experience looked like and built with intention. Customer sentiment improved, resolution times dropped, and our teams spent more time solving complex issues. Here’s what made it work: 👉🏼Mapped every workflow from start to finish 👉🏼Prioritized 10 high-impact ticket types 👉🏼Built intent clusters based on resolution logic 👉🏼Defined where AI supports and where the team would step in 👉🏼Collaborated across CX, Product Engagement, and Engineering 👉🏼Measured success by outcomes, not volume 👉🏼Centered every automation decision on customer effort We didn’t rush the rollout. We revamped our Help Center for bot optimization and built systems that could scale without losing their soul. AI in CX is most effective when it starts with thoughtful prep, a strong understanding of workflows, and a deep commitment to solving real customer pain points. If you’re working in this space or thinking about where to begin, I’m always happy to connect and trade ideas. There’s real power in getting the fundamentals right! #CustomerExperience #AIinCX #SupportAutomation #CXLeadership #ConversationalAI #SupportOps #DigitalTransformation #ForethoughtAI

What does it really look like to bring AI into customer support? In this rapid-fire session, Deon Nicholas sat down with Blake Morgan to talk about what it takes to build helpful, human-centered AI — and how teams are using it to take the pressure off their support orgs. They covered: 🧠 Why AI that actually works starts with understanding human behavior 📉 What agentic AI is—and why it's reshaping customer experience 🤝 The balance between AI + human agents (hint: it’s not either/or)  ✅ Why most chatbots can't handle the majority of real-world support needs 🚀 What proactive AI looks like—and why it's the next evolution If you’re curious about how teams are using AI today — not someday or in the past — give it a listen! 🎥 https://lnkd.in/g38H67tx

What happens when you combine a lean support team, a growing customer base, and Forethought? You get this: ✅ 35% of tickets fully resolved by AI ✅ 2x increase in self-service ✅ A team that finally has time to focus on strategic work ... and more Forma is leveling up their support game — and we’re proud to be part of it 🙏 🚀 Check out the case study: https://lnkd.in/gGB2ukqk

I am a big believer that successful companies don’t only need world leading products but amazing people - and at Forethought we are lucky to have both! I had a great 2 days in SF with the Forethought leadership team, planning out what the rest of 2025 and beyond looks like. I am super excited for what the future holds and all the great things we are doing for our customers.

🎉 Exciting Speaker Reveal! 🎉 We are thrilled to announce Deon Nicholas, President & Executive Chairman at Forethought, as a key speaker at the Future Of Chatbots & Conversational AI Summit 2025! 🚀 📅 Date: 15th May 2025 ⏰ Time: 9:00 AM PDT 🏨 Venue: BEI San Francisco, Trademark Collection, USA 🔥 Why You Should Attend: 💡 Discover how human-centered generative AI is redefining customer support 💡 Learn from industry pioneers pushing the boundaries of conversational AI 💡 Gain practical insights into building intelligent, scalable support solutions 🔥 About the Speaker: Deon Nicholas is the President & Executive Chairman of Forethought, the human-centered generative AI suite for customer support. Under his leadership, Forethought is pioneering innovative AI solutions that enhance customer experiences while empowering support teams with smarter, faster tools. ✨ Secure Your Spot Today! 👉 Register Here: https://lnkd.in/gkqRwwmV 📢 Don’t miss this opportunity to explore the Future of Conversational AI with global industry pioneers! #FOCCAS2025 #FutureOfConversationalAI #GenerativeAI #Chatbots #AIInnovation #ForethoughtAI #DeonNicholas #CustomerSupportAI #TechLeadership #AutomationInnovation #FutureOfWork #SanFranciscoEvents #AIRevolution #ConversationalAI #HumanCenteredAI

Scaling an agentic AI business to $10s of millions in ARR and $100M+ in funding has taught me a hard lesson: Most leaders get planning wrong. Especially OKRs. I see it all the time—especially with ops teams and customer support orgs trying to align across functions. And I’ve made these same mistakes myself as a founder. OKRs (Objectives and Key Results), made famous by Intel Corporation's Andy Grove, are supposed to bring clarity and focus. ➤ The Objective is the mission: clear, ambitious, human-readable. ➤ The Key Results are how you measure success: tangible outcomes that prove it’s working. The problem is: OKRs are outputs. OKRs are "strategy". They’re the result of consistent execution—but they aren't a roadmap for how to get there. One of the most important leadership lessons I’ve learned (reading Amp It Up! by Frank Slootman and convos with leaders like Sami Ghoche and Manny Medina) is this: 🎯 Execution eats strategy for breakfast. So we started thinking differently about how we lead. Rather than just defining the “what” and “how we’ll measure it,” we became more intentional about how we’ll do the work—and how we’ll stay on top of it. That’s what led me to start calling the framework OKRIMs: ✅ Objectives – What we’re trying to accomplish ✅ Key Results – How we’ll measure success ✅ Initiatives – The plan. The actual work. Sprints, launches, experiments. ✅ Mechanisms for Inspection – How we’ll check in. The rituals and systems that keep us honest and aligned. This last piece—mechanisms of inspection—has been a game-changer. Sometimes it’s a simple daily standup. Other times it’s a shared Google Doc where we document next steps and action items. Or just a Slack message every Friday to check in. No fancy tech required—just clear expectations and a regular rhythm. It’s not micromanagement. It’s not being hands-off either. It’s just... managing. We never formally “rolled this out” at Forethought, but over time, we got a lot more intentional about the I’s and M’s. My co-founder Sami Ghoche is especially masterful at this—turning strategy into action, week after week. If you’re a support or operations leader (or a founder/CEO), this shift in mindset might be one of the most valuable things you do. Would love to hear from others—What frameworks or habits have helped you execute better? #leadership #entrepreneurship #customerexperience #ai #agents

What does it mean to be "customer obsessed", even when a customer churns? A few years ago, Carta wanted to churn off of Forethought. Here's what happened, why they came back years later, and why they're thriving on our agentic AI for customer experience today. 👇 - Carta is the leading solution for equity and cap table management. 5+ years ago, Carta had been an early beta customer of Forethought, before we had our agentic AI to directly resolve customer questions — or really any chatbot-like product. We only had our Assist and Triage capabilities to route tickets to agents. They decided to move to a product that also had a decision-tree chatbot. While we were gutted, we understood that we weren't fully built out in that area, and that meant they needed something different. To make matters worse, the migration to the new vendor would take a few months (well past our contract expiration date), and the other vendor was forcing them to pay even before their product was fully implemented. So we decided to give Carta an extension at Forethought and actually help them migrate to the competitor on our dime, to ensure continuity for their end-users. "We've never had a vendor go out of their way to help us in this way", Gianpiero Scire and David DeMarco told me at the time. Yet to us, this just felt like the only right thing to do, even to our own detriment. Many years later, Forethought was Carta's first call when it was time to finally deploy a truly agentic AI in the rise of modern LLMs. They had remembered how Forethought acted when we had nothing to gain, and this partnership was what drew them back when the time was right. Today, Carta is a happy Forethought customer, leveraging our multi-agent system to resolve more than 66% of conversations going through the agent. As a Carta user myself, it's awesome that I can ask it questions about my cap table as a founder, or about my equity as an angel investor in companies like Cognition/Devin and Bluesky. It's also super gratifying when my friends tell me the Forethought agent helped them resolve issues too! Thank you GP, Dave, and Carta team for trusting us. We're grateful to be on the journey with you! To my LinkedIn audience, I'm curious: 1️⃣ Have you ever had a standout (positive or negative) experience with a vendor in the face of churn? 2️⃣ Have you had a chance to interact with the Forethought agent in the Carta app yet? #AI #Agents #CustomerExperience #Carta #Startups #AgenticAI

Your next hire should be an AI Agent. Using agents, our 26-person org works like a team of 100. There’s two ways to go about implementing AI agents: 1) Work with an agent builder or enterprise framework to build a custom solution. 2) Use a pre-made agent point solution for each task. From testing 100s of AI solutions, we're keeping an eye on these tools: 1️⃣ No-Code Agent Builders - Relevance AI - n8n - Lindy (hiring!) - Wordware (YC S24) - Dify - Taskade (new) Google Agentspace 2️⃣ Custom Enterprise Frameworks - StackAI - Microsoft Autogen - LlamaIndex - CrewAI - LangChain - Cohere 3️⃣ AI GTM Copilot - Common Room - Tome - Aomni - Copy.ai - Jasper 4️⃣ Sales Agents - Artisan - Valley - 11x - Topo (YC W24) - AISDR 5️⃣ Customer Service Agents - Intercom - Parahelp - Forethought - Sierra - Pylon 6️⃣ Research Agents - Claygent - Airtop - Attio - Exa 7️⃣ AI Executive Assistant - Tasker AI - Fyxer AI - Shortwave | We're Hiring! 8️⃣ Pre-Made Agent Catalogues - Beam AI - sintra.ai - Lyzr AI Any tools that I missed?👇 Follow Dan Rosenthal for more AI updates.

Hiring more agents isn’t always the answer. Stronger CX teams come from better workflows, smarter onboarding, and giving agents the tools to succeed—like AI that handles repetitive questions so they can focus on what actually needs a human touch. We put together 8 practical tips to help CX teams work smarter and see real results: 👉 https://lnkd.in/g5EavNr4