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How YNAB uses Forethought

70%

“Since then, it has consistently deflected over 70% of tickets, a 45% improvement over their legacy chatbot.”

As published on forethought.ai. Captured by usedby on Oct 5, 2026.

What happened

YNAB uses Forethought's Solve Agent to automatically resolve customer inquiries over chat and email, replacing a legacy rule-based chatbot. It also uses Assist Agent to support human agents in the helpdesk and Discover Agent to find gaps in its knowledge base.

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

  • 3x“Compared to their previous chat solution, YNAB now sees 3x the volume through the widget.”
  • 12,000“We’re seeing triple the volume we used to get through the chat widget, about 12,000 conversations a month,” said Ben Imker, Senior Manager of Responsive Support at YNAB.”

Since then, it has consistently deflected over 70% of tickets, a 45% improvement over their legacy chatbot. Just as importantly, usage has skyrocketed. Compared to their previous chat solution, YNAB now sees 3x the volume through the widget.

From the page. forethought.ai, captured Oct 5, 2026

We’re seeing triple the volume we used to get through the chat widget, about 12,000 conversations a month,” said Ben Imker, Senior Manager of Responsive Support at YNAB. “There hasn’t been a big design change or push to drive traffic there, so we can only assume people are using it more because it’s actually helping them.

Ben Imker, Senior Manager of Responsive Support, YNAB. Source, captured Oct 5, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 5, 2026.

  • The figure: 70%CheckedPrinted word for word on the page, near the name of YNAB.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of YNAB.
  • YNAB uses ForethoughtCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

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