Forethought, a leader in agentic AI for customer support, has launched Forethought Voice, expanding its multi-agent, multi-channel AI for CX platform to include AI-powered voice interactions.
“Agentic AI can now offer seamless customer service on any channel, without the need for complex decision trees or human oversight,” said Deon Nicholas, co-founder, president, and executive chairman of Forethought. “Building a voice AI that can truly resolve issues end-to-end is incredibly challenging, and most ‘AI agents’ today lack the real business logic needed to take meaningful action. With Forethought, on Voice and other channels, you can simply explain what you need in plain language and AI does the work — an industry first.”
Elevating Customer Support with Agentic AI
Powered by Autoflows, Forethought’s advanced agentic reasoning engine, businesses of all sizes can now provide fully autonomous customer support. The AI seamlessly resolves complex issues, delivers precise answers, and performs actions such as checking order statuses or updating account details—all without human intervention.
Recent research conducted by Forethought highlights the growing demand for AI-driven voice support. A majority of consumers (60%) believe that phone interactions are the most effective for resolving issues. Among respondents, 58% feel that voice agents better understand emotions, 53% cite faster issue resolution, and 53% find phone interactions easier compared to other support channels like chat, SMS, or email. Meanwhile, 46% value the written record provided by chat, and 31% appreciate the ability to multitask—underscoring the importance of a well-rounded, multi-channel CX strategy.
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“Previously, enterprises with large call centers were stuck relying on legacy call center technologies that were not AI-native,” said Nicholas. “Meanwhile, midsize companies with smaller CX teams struggled to meet demand for customer service calls. Now, AI can seamlessly scale support across any channel while improving customer interactions.”
Transforming Voice Support Operations
For companies with extensive voice support operations, the advantages of AI-driven CX are clear. According to Forethought’s research, 72% of businesses using agentic AI reported a positive or highly positive impact on issue resolution costs—significantly higher than the 49% of companies not utilizing this technology.
Colin Smyth, associate product manager at KOHO, a fintech company leveraging Forethought, shared his experience: “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.”
Strategic Partnership for Superior AI-Powered Voice Experiences
Forethought has joined forces with Cartesia, a leader in real-time voice AI, to enhance its voice AI agents and deliver high-quality conversational experiences. Cartesia’s AI models provide natural-sounding responses with minimal latency, ensuring smooth and efficient customer interactions.
Karan Goel, CEO of Cartesia, emphasized the impact of this collaboration: “At Cartesia, we engineer voices for real-time conversational AI that combine the fastest model latency with natural quality nearly indistinguishable from humans. For CX applications like Forethought’s, this directly enhances call retention and customer satisfaction while our enterprise platform ensures 99.9%+ uptime during peak volumes. We’re excited to partner with Forethought to power conversational experiences that are as seamlessly natural as they are consistently dependable.”
The Future of AI-Powered Customer Support
With the introduction of Forethought Voice, businesses can now provide 24/7 AI-driven support across chat, email, SMS, and phone. This advancement reduces costs, enhances customer satisfaction, and allows human agents to focus on complex, high-value tasks.
Stan Gromer, director of customer service technology and innovation at Upwork, summed up the significance of this innovation: “This is going to keep changing how we do things. This is the next big thing.”
By expanding its AI-powered capabilities across all customer support channels, Forethought is redefining the future of intelligent customer service solutions.