Case Study: Achievers achieves 93% first contact resolution with Forethought Support AI

Achievers Attains 93% First Contact Resolution with Forethought

Achievers, an employee recognition and voice platform, needed to improve support efficiency during seasonal spikes and reduce manual handling of repetitive inquiries like password resets. The team was looking for a way to better classify and categorize tickets while delivering fast customer support without adding headcount, and they turned to Forethought Support AI for help.

Forethought implemented Solve and Triage with Salesforce Service Cloud to automate ticket resolution and predictive triage. Solve deflected repetitive requests using knowledge articles and past tickets, while Triage classified incoming tickets in over 100 languages and filtered spam. With Forethought, Achievers reached 69% deflection, 93% first contact resolution, and a 50% increase in engagement score, while avoiding the need to backfill five support agent roles.

Achievers

Emily Pearce

Director of Global Customer Care