customer_support · saas · workflow
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.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Customer contacts via Forethought
Customers and members reach out to Forma's team through Forethought.
Tools used
Forethoughtknowledge base
Outcome
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.
Results
Volume13,800
Grounding & classification
Source type: vendor customer story
29 fields verified against source quotes.
agentic workflowconversational aisupport agentknowledge basesupport tickethuman review describedmetric backednamed customertools describedvendor confirmedworkflow describedsoftwareautomation ratecost reductiondeflection rateemployee productivityvendor customer storycustomer supportticket triageautonomous resolutionintake to triage