# How Lime uses Forethought

**77%**: “77% reduction in time to first response”

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

- Company: [Lime](https://www.usedby.ai/companies/lime.md)
- Tool: [Forethought](https://www.usedby.ai/tools/forethought.md)
- Industry: [Mobility & Ride-hailing](https://www.usedby.ai/companies/industry/mobility-ride-hailing.md)
- Teams: Customer Support

## What the story says

Lime uses Forethought Triage to classify support tickets by language and category and route them to the right agents, prioritizing critical cases. It also uses Solve to automatically answer customer requests over chat and email, and Workflow Builder for automated workflows around damaged vehicles, payments and receipts.

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

> With Triage, Lime automates the case tagging process to predict over 2.5 million tags for language and category. 98% of support tickets are tagged automatically, resulting in a 77% reduction in time to first response.

- **27%**: “Lime automates roughly 27% of cases that come through email and web channels with Solve.”
- **98%**: “98% of support tickets are tagged automatically”
- **2.5 million**: “predict over 2.5 million tags for language and category”
- **1.7 million**: “With more than 1.7 million tickets per year across all channels”

> I enjoy working with Forethought because we can rely on their expertise around automation to help us scale strategically. Forethought is a real partner that constantly communicates with us and helps us grow our business.
>
> Dawn Phelps, Senior Customer Support Content and AI Manager

## What usedby checked

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

- Checked: the figure 77% is printed word for word on the page, near the name of Lime.
- Checked: the passage quoted above is copied word for word from the page, near the name of Lime.
- Checked: Lime uses Forethought. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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