Case Study: iFIT Saves 436 Agent Hours with Forethought

iFIT Saves 436 Agent Hours with Forethought

iFIT, a global health and fitness subscription technology company, needed a more scalable way to support its growing member base. Its existing chatbot was difficult to maintain, knowledge resources were spread across multiple systems, and the team lacked clear data to understand which help content was most useful. iFIT turned to Forethought to improve self-service, routing, and agent efficiency.

With Forethought’s Solve, Triage, Assist, and Discover products, iFIT added AI-powered chat deflection, ticket classification, agent guidance, and automated insight discovery. The results included 33% chat deflection, 82% prediction accuracy in Triage, more than 20,000 instant chat resolutions, over 39,000 emails deflected, 3,689 deflections from Discover, and 436 agent hours saved.

iFit

Dustin Auman

Operations Manager