Case Study: Kickfin achieves 72% self-serve rate with Forethought

Kickfin Achieves 72% Self-Serve Rate with Forethought

Kickfin, the nation’s largest provider of instant, cashless tip payments for hospitality businesses, needed a way to scale customer support without adding overnight headcount. Because many customers use the platform late at night or in the early morning, the team needed 24/7 support, faster onboarding for new reps, and better tools to help agents find answers quickly.

With Forethought’s Solve, Assist, and Triage products, Kickfin added self-service support, AI-powered agent assistance, and sentiment detection across its support operations. The result was a 72% self-serve rate, more than 2,000 chat deflections, and 96% accuracy in sentiment predictions, helping Kickfin deliver empathetic support around the clock while reducing the burden on its team.

Kickfin

Larisa Thomas

VP of Operations