Case Study: MasterClass boosts agent efficiency and deflects 8%+ of tickets with Forethought's Agatha

At MasterClass, Agatha Gives Agents Time to Serve Customers Well

MasterClass, a fast-growing online education platform, faced rising volumes of repetitive support inquiries that were slowing resolution times and limiting agents’ ability to handle complex tickets. To increase customer satisfaction and reduce first‑reply/resolution time, MasterClass engaged Forethought and deployed its AI product, Agatha, to surface relevant support content and deflect common questions.

Forethought implemented Agatha inside MasterClass’s Zendesk workflow, training the system on MasterClass content and support history so it could suggest answers, surface articles, and enable self‑serve deflection. The deployment has measurably improved operations: over 8% of tickets are now being deflected, first‑reply time has improved from its prior 2–3 hour average, and customer satisfaction has risen as agents spend more time on challenging issues—demonstrating Forethought’s impact on efficiency and support quality.

MasterClass

Gerald Hastie

Director of Student Support Operations