Forsta AI’s new capabilities help organizations gain deeper insights, anticipate needs, and act decisively

January 16, 2025, BOSTON — Forsta, a leading provider of experience measurement, data analytics, and insights, today unveiled enhanced and expanded AI capabilities within its Human Experience (HX) platform. The release of these new Forsta AI features builds on its 5-year, $500M investment in the development of AI capabilities in its HX Platform. These advancements are designed to help organizations gain deeper insights, save time, and take decisive action to improve customer and employee experiences.

“We are at a pivotal moment where organizations must go beyond collecting data to acting on it with speed and precision. Forsta AI empowers businesses to accelerate the time to insight, anticipate customer needs, deliver personalized experiences, and drive meaningful outcomes. In this era of rapid innovation, companies that embrace AI-driven insights will not only lead in customer and employee engagement but also achieve lasting competitive advantage.”

Kyle Ferguson
Chief Executive Officer, Forsta

Forsta AI purpose-built for experience leaders and researchers. 

The full suite of AI capabilities takes advantage of the latest advancements in generative AI, natural language processing, and advanced analytics, addressing key challenges from uncovering trends in massive datasets to predicting customer satisfaction and employee engagement outcomes. Available on the HX Platform, Forsta AI delivers faster and more actionable insights through three core capabilities: 

AI Summarize: Quickly distill large volumes of structured and unstructured data into actionable themes and insights. 

• Analyze customer feedback from surveys, contact center calls, and online reviews to identify key trends, sentiment, and recurring issues.
• Leverage conversational AI to query your data in real time with questions like, “What are the top complaints this month?” or “What are customers saying about queuing times?”

AI Compose: Streamline content creation with AI-powered tools for drafting survey questions, reports, and responses. 

• Generate personalized replies to online reviews while maintaining brand voice.
• Enhance surveys in real-time with conversational prompts such as, “What do you mean by ‘poor communication’?” for richer feedback. 

AI Recommend: Move from insights to action with intentional recommendations. 

• Forsta AI can generate intelligent recommendations based on what people are saying about their customer experiences, and then suggest actions you can take for proactive engagement or accelerated service recovery.  

Delivering real-world impact through enhanced AI capabilities

Forsta’s HX Platform is used by the world’s leading brands and top market research agencies. Early adopters of Forsta AI use its capabilities to gather active and passive feedback from customers and prospects; analyze and visualize that data in intuitive ways; and quickly move from insight to action.  

GNC, a leading global health and wellness brand, is using Forsta AI capabilities to access a deeper understanding of customer behaviors, preferences, and sentiments, allowing for informed decision-making.

“At GNC, we gather customer feedback from various sources, including our Customer Experience initiatives with Forsta. Forsta’s AI Summary tool streamlines data analysis, enabling us to quickly identify trends, address issues, and highlight successes. This empowers our team to focus on driving customer-centric decisions. From a time standpoint, it’s reduced our open-ended analysis time by 90%, allowing us to quickly identify key themes and dive deeper into specific insights related to those themes.”

Michelle Walkley
Director, Consumer and Competitive Insights, GNC

To learn more about Forsta AI, please visit https://www.forsta.com/platform/forsta-ai/.

Media contact
forsta@welcometowith.com