Case Study: YNAB achieves 70% ticket deflection with Forethought

YNAB Support AI From Basic Bot to 70% Deflection

YNAB, a budgeting app company, was outgrowing its legacy chatbot which struggled with complex language and context, resulting in a low 25% ticket deflection rate. They needed an AI solution to scale support without sacrificing the nuanced, educational nature of their customer interactions. They turned to the vendor Forethought and its Solve Agent product.

By implementing Forethought's Solve Agent, YNAB deployed a smarter AI agent that could understand intent and reason through complex questions for both chat and email. This solution dramatically increased their ticket deflection rate to 70% and tripled the volume of monthly chat conversations. Forethought enabled YNAB to handle their busiest season without adding new staff, allowing the team to focus on higher-value customer interactions.

YNAB

Ben Imker

Senior Manager of Responsive Support