Battlefield winner Forethought adds tool to automate support ticket routing
Last year at this time, Forethought won the TechCrunch Disrupt Battlefield competition. A $9 million Series A investment followed last December. Today at TechCrunch Sessions: Enterprise in San Francisco, the company introduced the latest addition to its platform called Agatha Predictions.
Forethought CEO and co-founder, Deon Nicholas, said that after launching its original product, Agatha Answers to provide suggested answers to customer queries, customers were asking for help with the routing part of the process, as well. “We learned that there’s a there’s a whole front end of that problem before the ticket even gets to the agent,” he said. Forethought developed Agatha Predictions to help sort the tickets and get them to the most qualified agent to solve the problem.
“It’s effectively an entire tool that helps triage and route tickets. So when a ticket is coming in, it can predict whether it’s a high priority or low priority ticket and which agent is best qualified to handle this question. And this all happens before the agent even touches the ticket. This really helps drive efficiencies across the organization by helping to reduce triage time,” Nicholas explained.
The original product Agatha Answers is designed to help agents get
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