# How Grammarly uses Forethought

**87%** deflection rate

As published on [forethought.ai](https://forethought.ai/case-studies/grammarly-achieves-87-deflection-and-4-2-csat-early-with-forethought). Captured by usedby on 2026-10-03.

- Company: [Grammarly](https://www.usedby.ai/companies/grammarly.md)
- Tool: [Forethought](https://www.usedby.ai/tools/forethought.md)
- Industry: [Artificial Intelligence](https://www.usedby.ai/companies/industry/artificial-intelligence.md)
- Teams: Customer Support

## 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.

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

> 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

- **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”

> 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: [forethought.ai](https://forethought.ai/case-studies/grammarly-achieves-87-deflection-and-4-2-csat-early-with-forethought), captured 2026-10-03.

## Other AI tools used by Grammarly

- [Common Room](https://www.usedby.ai/tools/common-room.md) — Confirmed
- [Gem](https://www.usedby.ai/tools/gem.md) — Confirmed
- [Glean](https://www.usedby.ai/tools/glean.md) — Confirmed
- [Hightouch](https://www.usedby.ai/tools/hightouch.md) — Confirmed
- [Cursor](https://www.usedby.ai/tools/cursor.md) — Observed
- [Harvey](https://www.usedby.ai/tools/harvey.md) — Observed

## Other companies using Forethought

- [Achievers](https://www.usedby.ai/companies/achievers.md) — Confirmed
- [ActiveCampaign](https://www.usedby.ai/companies/activecampaign.md) — Confirmed
- [Cotopaxi](https://www.usedby.ai/companies/cotopaxi.md) — Confirmed
- [Fetch](https://www.usedby.ai/companies/fetch.md) — Confirmed
- [Forma](https://www.usedby.ai/companies/forma.md) — Confirmed
- [Kickfin](https://www.usedby.ai/companies/kickfin.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-24.

- Checked: the figure 87% 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 Grammarly.
- Checked: Grammarly 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/grammarly-support-ai-87-deflection-4-2-csat-gains · How we check: https://www.usedby.ai/methodology