Case Study: Upwork cuts resolution time by 50% with Forethought AI

Upwork Reduces Time to Resolution by 50% with Forethought

Upwork, the world's work marketplace, partnered with Forethought to solve challenges with its distributed support organization. Their previous chatbot provided inaccurate responses, required extensive manual training, and forced support agents to waste time searching through numerous tabs to find answers, which slowed down resolution times.

By implementing Forethought's Solve, Assist, and Triage products, Upwork introduced AI-powered self-service options and agent assistance tools. This solution delivered significant results for Forethought's customer, including a 50% reduction in time to close tickets, a self-serve rate of up to 65%, and the resolution of 575,000 inquiries through the chat widget alone.

Upwork

Brandon Savage

VP2 of Customer Experience & Trust