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How Grammarly uses Forethought

ConfirmedVendor case study · Checked Oct 24, 2026
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The use case: how Grammarly deploys Forethought

Grammarly's support team uses Forethought's AI agent to resolve customer questions over chat and email without relying on rigid decision trees. It connects to Grammarly's knowledge base and internal systems through API integrations so it can take actions and deflect tickets.

More reported results

Figures published in Forethought’s case study. They are not independently measured by usedby.

4.2 out of 5

CSAT jumped to 4.2 out of 5

60%

Deflection started around 60% and quickly climbed to 87%

80%

Deflection has never dropped below 80%

5–10%

API integrations drove a 5–10% gain by enabling deeper system actions

In the customer’s words

At Grammarly, delivering an intelligent and personalized customer experience is critical to our mission. Forethought’s multi-agent, omnichannel AI platform has transformed our support operations—achieving a deflection rate of 87%, enhancing personalization, speeding up resolution, and reducing friction for our users. We've also seen a CSAT score of 4.2, reflecting the improved quality of service. More than just a technology partner, Forethought has been a true collaborator, helping us scale customer support intelligently and efficiently.
Jakub Kepczynski, Head of Care at Grammarly — Source

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More stories

Go straight to the source

Based on Forethought’s published case study. We check the public evidence; the results are reported by the vendor.

forethought.ai
Last checked
Oct 24, 2026
forethought.aiCaptured Forethought case study about GrammarlyOpen source capture
What the story claims, and what we checked

What we compared with the page.

  • The figure: 87%Checked

    The figure is on the page; its label is our wording.

  • The passage quoted aboveChecked

    Copied word for word from the page, near the name of Grammarly.

  • Grammarly uses ForethoughtChecked

    Confirmed line.

  • The result itselfNot checked

    We quote it; we did not measure it.

CSAT jumped to 4.2 out of 5, and deflection rates have remained consistently strong at 87%. A well-maintained knowledge base, thoughtful implementation, and smart API integrations made Grammarly successful from the beginning
From the page. forethought.ai