About the client
Forethought is the most advanced agentic AI system for customer support, trained on your unique data and ready on day one. Powered by Autoflows technology, it autonomously handles complex issues end-to-end by reasoning, planning, following up, integrating APIs, and troubleshooting. With a multi-agent architecture, Forethought’s AI supports your team across channels, solving customer issues, assisting human agents, and uncovering valuable insights.
Business context
Cooperation between Geniusee and Forethought involved two of their projects for customer service automation: Assist and Discover.
“Assist” aimed to make agents work faster, easier, and more efficiently, suggesting responses generated by AI and machine learning, specifically large language models (LLMs), during agent-customer conversations.
“Discover” was tailored as a tool that optimizes workflows, tracks ROI and performance, and identifies and addresses gaps to resolve customer issues.
Integrating diverse services into a unified AI workflow
Forethought needed smooth alignment across the Chrome extension and multiple AI-powered support tools, ensuring consistent behavior and fast issue resolution across all customer-facing channels.
Delivering cross-platform compatibility for a broad client ecosystem
The solution had to work reliably for organizations using different software stacks, frameworks, and internal tools. So the client needed an effective solution covering a flexible, cross-platform layer that could serve a wide range of enterprise environments.
Solutions we implemented
1. Project management
We managed our development process according to quarterly goals and transitioned to the software development lifecycle using Scrum. A wisely chosen approach to project management allowed us to stage each sprint with an appropriate set of developed requirements and features. This ensured even distribution during all development phases.
2. Frontend development
We chose React because of its open-source framework, which offers a wide range of free tools and libraries. Plus, React is one of the most popular frameworks for frontend development, as it assures smooth and easy system maintenance, making it quick and responsive. Our team also assisted in working with AWS services, e.g., Cognito for authorization.
3. Deep integration ecosystem
Our team built reliable, scalable integrations with diverse enterprise systems, including CRMs, ticketing tools, and internal knowledge sources. We ensured AI agents operate seamlessly regardless of a client’s tech stack.
4. Quality assurance
We established clear quality standards from the outset and integrated them into every stage of the development process. Our engineers maintained code integrity through systematic reviews and unit testing. At the same time, Geniusee QA specialists conducted comprehensive manual end-to-end testing to validate the functionality, reliability, and performance of all integrated services.
5. Post-release support
We continued to work closely with Forethought after the release, ensuring the platform operates reliably under real-world conditions. Our team handled issue resolution, removed legacy dependencies, and delivered ongoing updates. This includes implementing new features and enhancements driven by user behavior, product analytics, and evolving market demands.
Chrome extension
The Geniusee team delivered a Chrome extension for an AI-powered tool to enable support representatives to use one platform connected to many different services they use daily.
Tasks templates
Admins may add tasks to Jira and assign them to service agents (certain customer support representatives) using templates. This allows us to work faster and avoid manual mistakes with self-service.
Process automation
We strived to make support processes faster and easier, so we tailored data extraction according to the problem described in a ticket. It also depends on the chosen board. Integrations with certain products empower process automation. This is based on the main AI-powered functions that the Forethought team delivered, of course.
Smart notes
We developed a tool that allows support representatives to create work notes using a wide range of Forethought possibilities. End users (service agents) may create public and private notes and templates. Suggestions empowered by multiple variables are also presented.
Admin analytics
The Geniusee team tailored the analytical system in the admin panel. We delivered an interactive dashboard with the most necessary features and service reports. Admins (PMs, delivery managers, or any other responsible person in an organization) may check ticket quantity by agents and clients, amount of jobs done, and many more. This allows the use of all possibilities of AI for customer satisfaction and company profitability.
Autocomplete
We enabled an AI-driven autocomplete feature that speeds up agent responses by generating contextual suggestions as they type. The system analyzes message content in real time, helping support teams respond faster and with higher accuracy.
A unified Chrome extension adopted across multiple industries
The delivered extension is now used by support teams in e-commerce, FinTech, and SaaS, consolidating daily workflows into a single, AI-assisted workspace.
Seamless connectivity with major enterprise systems
The solution reliably integrates with widely used tools, frameworks, and internal platforms, ensuring consistent performance regardless of the tech stack.
AI-driven productivity gains for support teams
Forethought’s Assist and Discover functions now surface real-time suggestions, insights, and task automation, enabling faster ticket resolution and improved agent efficiency.
