Forethought vs LivePerson

Forethought

Forethought's flagship capability uses generative AI to automatically resolve customer support tickets without human intervention. When a ticket arrives, the AI analyzes the customer's message using advanced natural language processing to understand the underlying intent and context. It then searches the company's knowledge base, historical ticket data, and product documentation to gather relevant information before generating a personalized, accurate response. The system assigns confidence scores to each automated resolution—high-confidence responses are sent automatically, while lower-confidence tickets are escalated to human agents with suggested responses. The AI continuously learns from agent feedback, customer satisfaction ratings, and resolution outcomes, improving accuracy over time. This capability is particularly effective for common inquiries like password resets, order status checks, account questions, and basic troubleshooting, enabling 24/7 support without additional headcount. Reduces manual ticket handling by 50-70% while improving first-contact resolution rates and enabling round-the-clock customer support

✓ Reduces manual ticket handling by 50-70% while improving first-contact resolution rates and enabling round-the-clock customer support

LivePerson

LivePerson's Conversational Cloud serves as the unified foundation for all customer messaging interactions, providing a single pane of glass for managing conversations across every digital channel. The platform processes and orchestrates billions of messages annually, maintaining full conversation context as customers move between channels. It includes a sophisticated workspace for agents that surfaces relevant customer history, suggested responses, and real-time sentiment analysis. The platform's architecture supports both synchronous and asynchronous messaging patterns, allowing customers to start a conversation on one device and continue it hours later on another without losing context. Eliminates channel silos and provides consistent customer experiences regardless of how or where customers choose to engage.

✓ Eliminates channel silos and provides consistent customer experiences regardless of how or where customers choose to engage

Forethought

Forethought's intelligent routing engine automatically categorizes incoming support tickets by issue type, priority level, product area, and required expertise, then routes them to the most appropriate agent or team. The system uses machine learning trained on historical ticket data to understand which agents are best suited for specific issue types based on past resolution times, customer satisfaction scores, and expertise areas. It also considers real-time factors like agent availability, current workload, and shift schedules to optimize routing decisions. For complex tickets requiring specialized knowledge, the system can identify subject matter experts and route accordingly. The routing logic is fully customizable, allowing support managers to define rules, priorities, and escalation paths that align with their organizational structure and SLAs. Decreases average resolution time by ensuring tickets reach the right agent faster, improving both customer satisfaction and agent efficiency

✓ Decreases average resolution time by ensuring tickets reach the right agent faster, improving both customer satisfaction and agent efficiency

LivePerson

The Intent Manager uses advanced natural language understanding trained on LivePerson's massive dataset of real customer conversations to automatically identify what customers are trying to accomplish. Unlike keyword-based systems, it understands context, handles multiple intents in a single message, and recognizes intent even when expressed in unexpected ways. The system provides a visual interface for creating, training, and refining intent models without requiring data science expertise. Intent recognition accuracy typically exceeds 90% after initial training, with continuous improvement as the system learns from new conversations. Enables precise automation routing and provides actionable insights into what customers actually want, driving product and service improvements.

✓ Enables precise automation routing and provides actionable insights into what customers actually want, driving product and service improvements

Forethought

For tickets that require human intervention, Forethought generates contextually relevant response suggestions that agents can use, modify, or reject. The AI analyzes the customer's inquiry, searches relevant knowledge base articles and historical similar tickets, and generates 1-3 response options tailored to the specific situation. Suggestions include appropriate greetings, accurate information addressing the customer's question, relevant links to self-service resources, and professional closings. Agents see these suggestions directly in their helpdesk interface, allowing them to respond with a single click or quickly edit the suggestion before sending. The system learns from agent acceptance patterns and modifications, continuously improving suggestion quality. This feature is particularly valuable for maintaining consistent tone and messaging across large support teams while significantly accelerating response times. Enables agents to respond 3-5x faster while maintaining consistent quality, tone, and accuracy across all customer interactions

✓ Enables agents to respond 3-5x faster while maintaining consistent quality, tone, and accuracy across all customer interactions

LivePerson

Conversation Builder is LivePerson's no-code/low-code platform for creating sophisticated AI-powered chatbots and automated conversation flows. The visual dialog editor allows business users to design complex conversation trees with conditional logic, API integrations, and dynamic content personalization. Pre-built templates accelerate development for common use cases like appointment scheduling, order status, and FAQ handling. The platform supports integration with third-party NLU engines and can leverage generative AI for more natural, contextual responses beyond scripted flows. Empowers non-technical teams to build and iterate on automation quickly, reducing time-to-value from months to weeks.

✓ Empowers non-technical teams to build and iterate on automation quickly, reducing time-to-value from months to weeks

Forethought

Forethought deeply integrates with company knowledge bases, documentation systems, FAQs, and help centers to ground all AI responses in verified, accurate information. The platform connects via API or native integrations to popular knowledge management systems, indexing and understanding content to make it accessible for AI-powered responses. When processing tickets, the AI uses semantic search to find the most relevant articles and information, incorporating this content into both automated resolutions and agent suggestions. The system can also identify knowledge gaps—topics where customers frequently ask questions but no documentation exists—helping content teams prioritize article creation. This knowledge-grounded approach significantly reduces AI hallucinations and ensures customers receive accurate, consistent information regardless of which agent or automated system handles their inquiry. Improves response accuracy and consistency by grounding AI in verified company information while reducing hallucinations and incorrect responses

✓ Improves response accuracy and consistency by grounding AI in verified company information while reducing hallucinations and incorrect responses

LivePerson

Agent Assist provides human agents with real-time AI-powered support during customer conversations, dramatically improving productivity and consistency. The system analyzes ongoing conversations and proactively suggests relevant knowledge base articles, recommended responses, and next-best-actions. It can automatically summarize long conversation histories, translate messages in real-time for multilingual support, and flag compliance-sensitive topics. The AI learns from which suggestions agents accept or modify, continuously improving recommendation relevance. Reduces agent training time, improves response accuracy, and enables agents to handle more complex conversations with confidence.

✓ Reduces agent training time, improves response accuracy, and enables agents to handle more complex conversations with confidence

Forethought

Forethought provides unified support automation across all customer communication channels including email, live chat, social media platforms, messaging apps, and web forms. The platform normalizes incoming messages from different channels into a consistent format, applies the same AI-powered categorization and routing logic, and maintains conversation context when customers switch between channels. Agents see a unified inbox with full conversation history regardless of channel, eliminating the need to switch between different tools or lose context. Automated responses are formatted appropriately for each channel—concise for chat, more detailed for email—while maintaining consistent information and tone. This omnichannel approach ensures customers receive the same quality of support whether they reach out via Twitter, email, or live chat. Enables consistent, high-quality support experience across all customer touchpoints while reducing agent context-switching and improving efficiency

✓ Enables consistent, high-quality support experience across all customer touchpoints while reducing agent context-switching and improving efficiency

LivePerson

LivePerson's analytics capabilities provide comprehensive visibility into every aspect of conversational operations through real-time dashboards and customizable reports. The platform tracks key metrics including customer satisfaction (CSAT/NPS), first-contact resolution, average handle time, automation containment rates, and agent utilization. Advanced analytics features include conversation topic clustering, sentiment trend analysis, and predictive modeling for staffing optimization. The system can identify emerging issues before they become widespread problems by detecting unusual patterns in conversation topics or sentiment. Enables data-driven optimization of customer engagement strategies and provides executive-level visibility into contact center performance.

✓ Enables data-driven optimization of customer engagement strategies and provides executive-level visibility into contact center performance

Forethought

Approach: Forethought automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

LivePerson

Approach: LivePerson automates the entire outbound prospecting workflow using AI. The platform identifies ideal customer profiles, enriches contact data from multiple sources, and generates personalized email sequences at scale. Sales teams can set targeting criteria and let the AI handle research, outreach, and follow-ups.

Outcome: 70% time savings on prospecting activities, 3x increase in qualified meetings booked, 50% improvement in email response rates through AI personalization.

Forethought

Approach: Forethought uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.

LivePerson

Approach: LivePerson uses AI to automatically qualify and score leads based on firmographic data, behavioral signals, and engagement patterns. The system continuously learns from conversion data to improve scoring accuracy and prioritize the highest-value opportunities.

Outcome: 45% increase in lead-to-opportunity conversion, 60% reduction in time spent on unqualified leads, 2x improvement in sales team productivity.