Case Study: Leading Service Marketplace Company achieves 85% accuracy on routed tickets with Forethought's Agatha Triage

Partnering With a Leader in the Local Services Marketplace to Improve Their Support Operations

Leading Service Marketplace Company, the largest double-sided local services marketplace with a valuation north of $1B, needed to scale support across both sides of its marketplace while managing regional compliance and prioritizing work to protect its key metric, Likelihood-to-Continue (LTC). They relied on Salesforce and several integrations but required a partner to help determine which tickets to automate and which needed human attention, so they engaged Forethought and its Agatha Triage AI.

Forethought deployed Agatha to auto-route and triage cases, running a head-to-head test against the incumbent tool — Agatha proved more accurate and returned decisions in seconds rather than minutes. The switch to Forethought’s solution achieved 85% accuracy on routed tickets, was implemented without disrupting agent workflows, and continues to learn and expand models to automate more work and free agents to focus on LTC-impacting issues.