How Forma uses Forethought
Forma's customer service team uses Forethought's AI agent as the first line of support for benefits members, automating repeatable questions through workflows built on its knowledge base. This frees human agents to handle complex issues, especially technical questions from business customers.
View captured proofThe use case: how Forma deploys Forethought
Forma's customer service team uses Forethought to automatically deflect repeatable questions from both benefits members and employer customers, so human agents can focus on complex issues. They rolled it out using their knowledge base and past support learnings, with workflows built without APIs.
More reported results
Figures published in Forethought’s case study. They are not independently measured by usedby.
That January, 13,800 people reached out to the Forma team through Forethought alone.
They’re currently able to operate with 45 people.
In the customer’s words
With Forethought, we can scale much faster without the overhead of additional headcount.Forethought users in HR & Recruiting
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Based on Forethought’s published case study. We check the public evidence; the results are reported by the vendor.
forethought.ai- Last checked
- Oct 3, 2026
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- The figure: 5,081Checked
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- Forma uses ForethoughtChecked
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Forma would need more than 60 customer service representatives at their current scale without any automation. They’re currently able to operate with 45 people.