Case Study: Desire2Learn achieves 32% more cases closed per hour with Forethought’s Agatha Assist

Desire2Learn Increases Cases Closed By Over 30% Using Forethought

Desire2Learn (D2L), a cloud-based provider of online and blended classroom learning software, needed to make its support team more efficient—reducing ticket handle time and increasing cases closed per hour—without harming its high CSAT. Agents were wasting time toggling between windows and searching disparate, unstructured knowledge sources, so D2L turned to Forethought’s Agatha Assist to streamline access to relevant past tickets, articles, and macros.

Forethought deployed Agatha Assist as a sidebar in D2L’s helpdesk that automatically pulls relevant past cases, help articles, and templates and lets agents add suggested answers with one click. The solution delivered measurable impact: D2L cut time to close tickets by 13.7%, increased cases closed per hour by 32%, reduced time to first response by 56%, achieved >90% retrieval accuracy, and found agents using Agatha were 3.5× more likely to meet weekly efficiency goals.

Desire2Learn

James Millard

Senior Director