# How Achievers uses Forethought

**93%** first contact resolution for the tier 1 support

As published on [forethought.ai](https://forethought.ai/case-studies/achievers). Captured by usedby on 2026-10-05.

- Company: [Achievers](https://www.usedby.ai/companies/achievers.md)
- Tool: [Forethought](https://www.usedby.ai/tools/forethought.md)
- Industry: [HR & Recruiting](https://www.usedby.ai/companies/industry/hr-recruiting-hr-tech.md)
- Teams: Global Customer Care

## The use case: how Achievers deploys Forethought

Achievers uses Forethought's Solve to resolve repetitive support inquiries such as password resets through a chat widget, and Triage to classify and route incoming tickets and filter out spam in Salesforce Service Cloud.

Summary written by usedby from the source page, in English. The figures are those of Forethought and Achievers, not ours.

> With Forethought, Achievers’ tier 1 support team has reached 93% first contact resolution. Achievers’ engagement score has also increased by 50%.

- **69%**: “Today, they’ve achieved a stellar 69% deflection rate.”
- **50%**: “Achievers’ engagement score has also increased by 50%”
- **5**: “reducing the need for 5 support agent headcounts”

> It’s great that we’ve been able to create something that agents love. They’re not worried about their jobs going away; they see the AI & automation tools as their teammate so that they can focus on enhancing the experience for our members.
>
> Emily Pearce, Director of Global Customer Care

Source: [forethought.ai](https://forethought.ai/case-studies/achievers), captured 2026-10-05.

## Other AI tools used by Achievers

- [LegalOn](https://www.usedby.ai/tools/legalon.md) — Confirmed

## Forethought users in HR & Recruiting

- [Forma](https://www.usedby.ai/companies/forma.md) — Confirmed
- [Upwork](https://www.usedby.ai/companies/upwork.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-05.

- Checked: the figure 93% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Achievers.
- Checked: Achievers uses Forethought. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

---
Source: https://www.usedby.ai/case-studies/achievers-forethought · How we check: https://www.usedby.ai/methodology