Forethought CEO Deon Nicholas on Agentic AI for Customer Support

Forethought Voice Platform Launch

• 🚀 Forethought is launching Forethought Voice, aiming to bring AI to customer support through voice interactions.
• 💡 The platform integrates with over 70 systems, including help desks, telephone systems, and databases, to understand business policies and handle customer conversations end-to-end.

The Frontier of Voice AI

• 🗣️ Over 65% of consumers prefer interacting with customer service via phone, making voice the next frontier of AI.
• 🎯 Forethought's agentic AI aims to handle issues from initiation to resolution, taking action beyond just answering FAQs.

Differentiating Agentic AI

• 🔑 While many AI solutions focus on FAQ-based questions, Forethought's agentic AI can handle complex tasks like password resets or reissuing refunds.
• ✅ This involves verifying identity, accessing systems, and performing actions, which is the truly challenging aspect of generative AI.

Business Efficiency and Funding

• 💰 Forethought raised a $65 million Series C in December 2021 and has focused on efficiency and delivering value.
• 📈 The company emphasizes ROI for customers, contrasting with companies raising significant funds without demonstrating tangible value.

Strategic Partnerships

• 🤝 Partnerships are crucial, especially in the current climate where companies seek to save money in customer support.
• 🎤 Forethought launched its voice AI in partnership with Karia, a startup with its own voice model, and integrates with telephony systems like 59 and AWS Connect.