Workflow Builder Provides Personalized Experience, Reduces Customer Churn

Forethought, the human-centered AI platform, announced Workflow Builder —an extension of its Solve product— is now available to all enterprise organizations. The significant enhancement allows companies to enable seamless service for their customers.

“We created Workflow Builder to empower companies to elevate customer experiences to be more personalized and delightful,” said Sophia Xing, Lead Product Manager at Forethought. “Through our self-serve platform and AI capabilities, companies can effectively comprehend inquiries at scale and provide resolutions at the most relevant touchpoints, keeping customers content and engaged. We are proud to work with customers including Route and Acorns to assist in implementing Forethought’s products and services, enabling a seamless experience for their customers.”

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“We created Workflow Builder to empower companies to elevate customer experiences to be more personalized and delightful”

Workflow Builder offers all-new features – customizable handoff, workflow contexts, and intent routing – to optimize the experience for Forethought customers.

• Customizable Handoff gives customers the ability to customize ticket tags, specify which department to route the ticket to, and more—making Workflow Builder not just a tool for ticket deflection, but also for ticket routing.
• Workflow Contexts enable companies to personalize the chat experience by automatically injecting contextual information into the chat so that companies can build tailored workflows.
• Intent Routing connects multiple intents to the same conversation with intent routing so that customers with more complex questions can be helped effectively and seamlessly.

In March, Forethought announced its Solve integration with Zendesk’s Sunshine Conversations, extending Forethought’s omnichannel capabilities and allowing customers to unify communications across multiple touchpoints without losing context.

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