Case Study: Grammarly achieves 87% deflection and 4.2 CSAT with Forethought

Grammarly Support AI 87% Deflection & 4.2 CSAT Gains

Grammarly, the AI assistant for communication and productivity, needed a smarter support automation solution as its volume grew and its existing chatbot tools became too rigid, manual, and unable to handle conversational follow-ups. The support team wanted a system that could work across chat and email, understand complex questions, and integrate with its existing knowledge base and systems without a heavy implementation burden.

Grammarly chose Forethought for chat and email deflection, using its AI-powered support platform to deliver more human-like, contextual responses and deeper system actions through API integrations. With Forethought, Grammarly reached 87% deflection, improved CSAT to 4.2 out of 5, and saw deflection climb from about 60% while staying above 80%; API integrations also drove an additional 5–10% gain.

Grammarly

Ira Smyk

Technical Support Engineering Manager