Forethought vs Moveworks

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

Moveworks

Moveworks' Autonomous Issue Resolution engine represents the platform's most transformative capability, enabling complete end-to-end resolution of employee requests without any human intervention. When an employee submits a request—whether through Slack, Microsoft Teams, or the web interface—the system immediately analyzes the intent using advanced NLP, determines the appropriate resolution path, verifies the employee's permissions and prerequisites, and executes the necessary actions directly in connected backend systems. For IT requests, this includes password resets that complete in seconds rather than hours, software provisioning that automatically checks license availability and deploys applications, access requests that verify approval chains and update Active Directory groups, and account unlocks that restore productivity instantly. The system maintains comprehensive audit logs for compliance and can automatically rollback actions if issues arise. Machine learning algorithms continuously analyze historical ticket data to identify new automation opportunities and improve resolution accuracy over time. Reduces support ticket volume by 40-60% while providing employees with instant resolutions that eliminate wait times and productivity losses.

✓ Reduces support ticket volume by 40-60% while providing employees with instant resolutions that eliminate wait times and productivity losses

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

Moveworks

Moveworks employs state-of-the-art natural language processing powered by transformer-based deep learning models trained on millions of real enterprise support interactions. This sophisticated NLP engine enables the platform to understand employee requests expressed in natural, conversational language rather than requiring rigid keywords or structured forms. The system handles the full complexity of human communication including typos, abbreviations, slang, incomplete sentences, and context-dependent references. When an employee types 'my laptop is being super slow and I think it might be that update from yesterday,' Moveworks understands this is a performance issue potentially related to a recent software update and can investigate accordingly. The NLP engine also handles multi-part requests, understanding when an employee needs multiple things resolved in a single interaction. Critically, the system continuously learns from every interaction, with feedback loops that improve comprehension accuracy over time and adapt to organization-specific terminology and processes. Employees can request help naturally without learning special syntax or navigating complex forms, dramatically increasing adoption rates and reducing the barrier to getting support.

✓ Employees can request help naturally without learning special syntax or navigating complex forms, dramatically increasing adoption rates and reducing the barrier to getting support

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

Moveworks

Moveworks functions as a unified integration hub connecting to over 100 enterprise systems through pre-built connectors that require no custom coding or complex implementation projects. The platform maintains deep, bidirectional integrations with critical enterprise infrastructure including ServiceNow for ITSM, Jira for development workflows, Workday for HR processes, Active Directory and Okta for identity management, Microsoft 365 and Google Workspace for productivity tools, Salesforce for CRM data, and dozens of other systems. These integrations go far beyond simple data retrieval—Moveworks can execute actions, trigger workflows, update records, and synchronize changes across systems. When an employee requests access to a specific application, Moveworks can verify the request against Workday org data, check approval requirements in ServiceNow, provision the access in Active Directory, and update the ticket status—all automatically. The integration architecture supports custom fields, tables, and workflows, ensuring the platform adapts to each organization's unique system configurations. Provides employees with unified support across all enterprise systems through a single conversational interface, eliminating the need to navigate multiple portals or understand which system handles which request.

✓ Provides employees with unified support across all enterprise systems through a single conversational interface, eliminating the need to navigate multiple portals or understand which system handles which request

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

Moveworks

When Moveworks encounters requests that cannot be resolved autonomously—whether due to complexity, policy requirements, or the need for human judgment—the platform's intelligent routing engine ensures these issues reach the right human agent with maximum efficiency. The routing system analyzes multiple factors including agent skills and certifications, current workload and availability, historical resolution success rates, and the specific nature of the request to identify the optimal assignment. Critically, when routing to a human agent, Moveworks transfers complete context including the full conversation history, relevant employee information pulled from HR systems, diagnostic data gathered during the interaction, and similar past tickets that may inform resolution. This context transfer eliminates the frustrating experience of employees having to repeat their issue to multiple agents. The system also includes priority escalation capabilities that automatically elevate urgent issues based on impact, VIP status, or time sensitivity, ensuring critical problems receive immediate attention. Ensures complex issues that require human expertise reach the right specialist quickly with full context, reducing resolution time and eliminating the need for employees to repeat information.

✓ Ensures complex issues that require human expertise reach the right specialist quickly with full context, reducing resolution time and eliminating the need for employees to repeat information

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

Moveworks

Moveworks provides comprehensive analytics and reporting capabilities that give IT and HR leaders real-time visibility into support operations and AI performance. The analytics dashboard displays key metrics including autonomous resolution rates broken down by request type, total ticket volume reduction compared to baseline, average resolution time for both AI and human-handled requests, employee satisfaction scores collected through post-resolution surveys, and cost savings calculated based on ticket deflection. Beyond basic metrics, the platform provides trend analysis showing how performance evolves over time, identifies common issue patterns that may indicate systemic problems, and highlights opportunities for new automation. Dashboards are customizable to focus on the metrics most relevant to each stakeholder, from operational managers tracking daily performance to executives reviewing quarterly ROI. All data can be exported for integration with enterprise reporting tools and business intelligence platforms, enabling organizations to incorporate support metrics into broader operational analytics. Enables data-driven optimization of support operations while providing clear ROI metrics that demonstrate the value of AI investment to executive stakeholders.

✓ Enables data-driven optimization of support operations while providing clear ROI metrics that demonstrate the value of AI investment to executive stakeholders

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.

Moveworks

Approach: Moveworks 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.

Moveworks

Approach: Moveworks 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.