09/06/2023, 04:42
And those user experiences need to be designed with data front and center. “Companies need to be especially great at aggregation,
user growth, and engagement to continuously reﬁne their AI-powered product, because that's the real ﬂywheel for the business,”
says Bordetsky.
A killer user experience has been Nicholas’ focus since he launched Forethought in 2017 to create a better conversational chatbot
for customer service. The company invested to develop the plumbing software to easily integrate data from incumbents such as
Conﬂuence, Salesforce, and Zendesk to inform its chatbot. And in March, it rolled out a service called SupportGPT based on
OpenAI.
As a result, the company now has more than 50 integrations, which has helped it sign on more than 100 customers, including
Marriott and Instacart. Nicholas says the company is building a reinforcement learning system to capture even trivial-seeming
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