# How Forma uses Forethought

**5,081** customer service tickets deflected in January

As published on [forethought.ai](https://forethought.ai/case-studies/forma-uses-forethought-ai). Captured by usedby on 2026-10-03.

- Company: [Forma](https://www.usedby.ai/companies/forma.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: Customer Support

## The 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.

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

> 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.

- **13,800**: “That January, 13,800 people reached out to the Forma team through Forethought alone.”
- **45 people**: “They’re currently able to operate with 45 people.”

> With Forethought, we can scale much faster without the overhead of additional headcount.
>
> Kara Seymour, Director of Global Support

Source: [forethought.ai](https://forethought.ai/case-studies/forma-uses-forethought-ai), captured 2026-10-03.

## Forethought users in HR & Recruiting

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

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure 5,081 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 Forma.
- Checked: Forma uses Forethought. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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