Forma deflects 39% of customer service tickets with Forethought AI as membership doubles
Forma's customer service team was spending excessive time on repeatable questions from both businesses implementing benefit plans and members learning to use them, and needed automation that could preserve the quality of the customer experience while freeing agents to focus on complex issues.
Forethought deflected 5,081 tickets in January alone, growing Forma's deflection rate from 30% in October to 39% by March, while allowing the team to operate with 45 customer service representatives instead of the more than 60 they would otherwise need.
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Frequently asked questions
What did this team achieve with this AI workflow?
Forethought deflected 5,081 tickets in January alone, growing Forma's deflection rate from 30% in October to 39% by March, while allowing the team to operate with 45 customer service representatives instead of the mor…
What tools did this team use?
Forethought, knowledge base.
What results were reported?
customer contacts through Forethought (January): 13,800; tickets deflected (January): 5,081; deflection rate (October): 30%; deflection rate (January): 37% (source-reported, not independently verified).
How is this customer support AI workflow structured?
Customer contacts via Forethought → Workflow processing on knowledge base → Ticket deflection → Human handoff on request → Knowledge base improvement loop.