Case Study: YAZIO achieves 80% ticket deflection without lowering CSAT with Forethought Solve

YAZIO Deflects 80% of Tickets Without Lowering CSAT in 6 Months with Solve

YAZIO, Germany’s leading nutrition app, faced rapidly growing customer support demand as its CX team of 5-8 agents tried to handle tickets, help center content, templates, and internal knowledge base work without being able to hire fast enough. They needed a secure, generative AI-based support tool that could scale support globally, reduce manual workload, and create a zero-touch customer service tier.

Forethought implemented Solve, an agentic AI solution that replaced YAZIO’s out-of-the-box chat tool and automatically resolved simpler issues while routing complex cases to agents. In six months, Forethought helped YAZIO achieve 80% ticket deflection while maintaining a 4.0/5.0 CSAT, despite 40% ticket growth, and the company believes it would otherwise need to hire three additional full-time support agents.

YAZIO

Michael Trojan

User Success Specialist (AI)