Case Study: Thumbtack improves support operations with Forethought AI

Thumbtack Improves Support Operations With Forethought

Thumbtack, the large double-sided marketplace, needed to improve support operations across both sides of its business while handling compliance challenges in multiple regions. The team used Salesforce for customer information and support materials, and wanted a smarter way to decide which tickets required human attention versus automation. Forethought helped Thumbtack address this need with its AI and machine learning support tooling, including Forethought Triage.

Thumbtack ran a head-to-head test of its existing routing tool against Forethought’s AI and found that Forethought was more accurate across the board and delivered return data much faster, in seconds instead of minutes. Thumbtack switched without any reported workflow issues for agents, and Forethought continues to auto-route cases and optimize workflows as the company scales.

Thumbtack