Case Study: ActiveCampaign achieves 60% chat deflection and AI-driven CX gains with Forethought

ActiveCampaign Support AI 60% Deflection & ROI Gains

ActiveCampaign, the autonomous marketing platform, needed a better way to handle growing support demand as its CX team fielded both routine and complex customer questions. Its legacy chatbot relied on rigid decision trees, was difficult to update, and couldn’t scale with the company’s push into AI, so ActiveCampaign looked for a more flexible, AI-native solution.

ActiveCampaign implemented Forethought’s Solve, Assist, and Autoflows to power customer-facing chat, agent assistance, and automated workflows. With Forethought, the company now deflects more than 60% of chat tickets, has cut agent-bound Zendesk chats by 50%, and handles about 1,300 internal chats per week, saving the equivalent of 5+ full workdays weekly.

ActiveCampaign

Phil Lynch

Senior AI Program Manager