Case Study: Fetch Achieves 26% More Support Output and 3.9x ROI with Forethought

Fetch Achieves 26% More Customer Support with Same Workforce and 3.9x ROI Using Forethought

Fetch, America’s most popular rewards app, was growing quickly and seeing support ticket volume rise whenever new features or brands launched. The team needed a better way to handle repeated, easily answered questions and collect information before handing cases to live agents, while avoiding the clunky chatbot experiences they had seen elsewhere.

Fetch implemented Forethought’s AI support products, including Forethought Triage and Forethought Solve, to automate common ticket handling and improve information gathering. In 11 months, Forethought helped Fetch automate 316,000 ticket actions for $90,000, deliver 26% more support output with the same workforce, and achieve a 3.9x ROI, while reaching 93% accuracy in testing.

Fetch

Brian Johnson

VP of Support Operations