Forethought, a leader in agentic AI for customer support, has launched Forethought Voice, an advanced voice AI solution integrated into its multi-agent, multi-channel AI for CX platform. This innovation enables businesses to offer fully autonomous customer service over the phone, chat, email, and SMS—without decision trees, manual escalation, or human oversight. Powered by Autoflows, Forethought’s advanced agentic reasoning engine, the platform delivers context-aware, end-to-end issue resolution—handling tasks such as order tracking, account updates, and customer inquiries with natural, real-time interactions.
Features of Forethought Voice AI
1. Fully Autonomous, Agentic AI for Customer Support
- Resolves complex customer inquiries without human intervention.
- Handles real-time actions like updating accounts, retrieving order statuses, and troubleshooting issues.
- Eliminates reliance on traditional decision trees for support interactions.
2. Advanced Multi-Channel Integration
- Supports voice, chat, SMS, and email to ensure seamless customer interactions.
- Provides customers with consistent, high-quality AI support across preferred channels.
- Enhances customer satisfaction by maintaining a human-like, empathetic voice experience.
3. AI-Driven Voice Support with Cartesia Partnership
- Natural, real-time voice AI ensures lifelike conversations.
- Maintains low latency for uninterrupted, responsive interactions.
- Delivers 99.9%+ uptime, ensuring reliability during peak call volumes.
The Business Impact of AI-Driven Voice Support
1. Meeting Customer Preferences for Phone Support
A recent Forethought survey highlights the continued importance of phone-based customer service:
- 60% of consumers prefer voice for issue resolution.
- 58% believe voice support better conveys emotions.
- 53% say it is faster than other channels.
While written channels like chat and email provide record-keeping benefits, a multi-channel AI strategy is crucial to meet customer demands.
2. Reducing Costs & Scaling Customer Support
- 72% of businesses using agentic AI report a positive impact on issue resolution costs, compared to 49% of non-adopters.
- AI-driven automation reduces dependency on large CX teams, allowing businesses to scale efficiently.
- Freed-up human agents can focus on high-value customer interactions.
3. Enhancing Customer Satisfaction with Empathetic AI
- Cartesia’s real-time AI ensures voice interactions sound natural and engaging.
- Empathetic, contextual AI responses improve call retention and customer sentiment.
- Businesses can deliver 24/7 support, reducing wait times and enhancing customer experience.
Industry Reactions & Adoption
Industry leaders and Forethought customers have praised the effectiveness of AI-powered voice support:
- “I’m impressed by how thoughtful and natural the responses sound—especially the empathetic touches like ‘I’m sorry, that’s frustrating.’ The quality of the answers is excellent—clear, relevant, and genuinely helpful.” – Colin Smyth, Associate Product Manager, KOHO.
- “This is the next big thing. AI is changing how we do things, and it’s only going to improve from here.” – Stan Gromer, Director of Customer Service Technology, Upwork.
Forethought’s Voice AI marks a transformational shift in customer service automation, providing enterprises with a scalable, intelligent, and empathetic AI-driven voice experience. By eliminating legacy call center limitations and enabling seamless, multi-channel AI-powered support, Forethought is reshaping the future of CX—helping businesses deliver faster resolutions, lower costs, and superior customer satisfaction.
