customer_support · logistics · workflow
Lime achieves 77% reduction in response time with Forethought AI triage and automated support
Lime's support center operated entirely manually with no ticket routing or prioritization, forcing all agents to handle every ticket type regardless of urgency. Multilingual tickets required agents to manually toggle between Google Translate and their cases, there was no self-service channel, and critical tickets such as accident reports were handled in the order received rather than by severity.
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 · Support ticket arrives
Support inquiries arrive through email, phone, the Lime app, and a web form.
Tools used
Forethought TriageForethought SolveWorkflow BuilderRobotic Process AutomationGoogle Translate
Outcome
Forethought automated 27% of email and web cases and tagged 98% of support tickets automatically out of more than 1.7 million tickets per year, yielding a 77% reduction in time to first response along with significant cost savings and improved customer satisfaction.
Results
Time saved77% reduction
Volume27%
Cost replacedsignificant cost savings
Grounding & classification
Source type: vendor customer story
39 fields verified against source quotes.
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