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Forethought sees improved purchaser help through OpenAI-run SupportGPT


Mar 8, 2023
Forethought sees better customer support via OpenAI-powered SupportGPT


San Francisco-dependent buyer company AI and assist company Forethought has introduced SupportGPT, a generative AI system that automates workflows, making it possible for consumer assistance teams to concentration on a lot more worth-adding jobs.

The transfer is component of a common sector surge to streamline customer aid with the most up-to-date generative AI technology. Contact facilities are now an AI focus on, with Gartner analysts predicting prospective price savings of up to $80 billion by 2026 if phone facilities switch to AI-driven chatbots.

Forethought seeks to merge OpenAI’s technological know-how with its own proprietary generative AI capabilities to streamline the client help encounter. It will choose shopper help to a new degree, according to Deon Nicholas, CEO and cofounder at Forethought.

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“This will move the industry toward a “Level 5” AI customer experience. That means coherent, human-centered responses from systems like ChatGPT, combined with the efficiency and accuracy of Forethought, all fine-tuned on our customers’ data,” Nicholas said.

The new capabilities of SupportGPT include human-like empathetic conversations, automated workflow discovery, complete agent responses, gap detection, and content generation. 

As well, bot creation will be more readily available to end users. That is because Forethought has introduced the SupportGPT Playground in addition to SupportGPT. This platform allows individuals to train their own SupportGPT bot using their help center in a matter of minutes.

For Nicholas, the OpenAI endorsement comes after years tracking the AI trendline. He founded Forethought in 2018 to pursue AI means specifically designed for customer service support automation.

Like many, his first foray into customer service began with a retail position.

His first job was as a merchandiser in customer service at a local pharmacy called Shoppers Drug Mart. During his high school years, he developed an AI-based learning tool that helped him read and understand his history notes and quizzed him before tests. Nicholas’s interest in AI-based learning continued into his college years, and ultimately he founded Forethought with a primary focus on customer support. Today that means using generative AI powered by Large Language Models (LLMs) to enhance the customer support experience at every stage.

Today, the platform helps automate answers to common questions across channels with generative AI (Solve), instantly enrich cases with sentiment and intent, then prioritize and route (Triage), ramp agents faster and empower them with relevant knowledge and suggestions (Assist) and optimize with recommended workflows, content, and analytics to maximize ROI (Discover).

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