Forethought CEO Deon Nicholas discussed the transformative role of Generative AI in the customer service industry. He explained that Forethought uses cutting-edge AI technology that isn’t merely keyword-based or decision-tree motivated. Instead, it employs a suite of refined large language models that can understand customer inquiries and learn from businesses’ policy and historical data to handle customer inquiries smoothly. As a result, businesses can automate customer service responses, improving efficiency and effectiveness. On the question of AI surpassing human intelligence, Nicholas suggested that while the potential exists, it’s a fallacy to assume that a highly intelligent AI would inevitably want to control or harm humans. Lastly, he expressed optimism about the future of Forethought, imagining a world where most interactions between people and organizations are empowered by AI.
Forethought Overview
Established in 2018, Forethought has emerged as the premier provider of generative AI solutions for customer support, leveraging exclusive data for training. The company’s suite of products enhances customer service interactions by integrating generative AI, underpinned by advanced Large Language Models (LLMs), across all facets of the customer support process. Forethought supports the customer service operations of renowned, customer-focused organizations including Instacart, Upwork, and Marriott. To date, it has secured over $90 million in funding from prominent investors such as NEA, Ashton Kutcher & Guy Oseary’s Sound Ventures, Robert Downey Jr., and Operator Collective. Notably, Forethought has been acknowledged with several accolades, including a spot on G2’s list of Best Software Products for 2023, CNBC’s 25 Top Startups for the Enterprise in 2022, and victory in the Startup Battlefield at TechCrunch Disrupt in 2018.
