Case Study: Typeform achieves up to 20% reduction in ticket reply time with Forethought's Agatha Assist

New Agents at Typeform Reduce Time Spent Working Tickets by Up to 20% With Agatha Assist

Typeform, the intuitive survey tool, struggled with fragmented knowledge across Zendesk Help Center, macros, and ticket search, which made resolving complex customer questions slow and manual—especially for new hires. To speed onboarding and give agents better answers, Typeform turned to Forethought’s Agatha Assist.

Forethought implemented Agatha Assist to pull collective knowledge into the helpdesk using machine learning, with hands-on onboarding support from Forethought staff. The solution cut time spent replying to tickets by up to 20% for new agents, who used Agatha on about 66% of their tickets, and has become a required tool for all new Typeform agents as they plan to expand usage across workflows.

Typeform