Case Study: Forma improves customer experience and boosts deflection with Forethought

Forma’s Members Keep Rising—but So Does Their Deflection Rate

Forma, a flexible benefits company, needed a way to handle the growing volume of repeatable questions from both businesses and members without sacrificing customer experience. As its membership was set to double, the support team wanted to free agents from routine work so they could focus on more complex, human-sensitive issues. Forma chose Forethought’s AI support automation to help.

Forethought implemented conversational workflows powered by Forma’s knowledge base and support learnings, allowing customers to self-serve on common requests. The results were strong: 5,081 tickets were deflected, deflection rose from 30% in October to 37% in January and 39% by March, and Forma was able to support 13,800 contacts in January while operating with 45 agents instead of the 60+ it would have needed without automation.

Forma

Kara Seymour

Director of Global Support