# 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](https://forethought.ai/case-studies/ynab-replaced-a-basic-chatbot-with-forethought-and-saw-deflection-jump-from-25-to-70). Captured by usedby on 2026-10-05.

- Company: [YNAB](https://www.usedby.ai/companies/ynab.md)
- Tool: [Forethought](https://www.usedby.ai/tools/forethought.md)
- Industry: [Fintech & Payments](https://www.usedby.ai/companies/industry/fintech-payments.md)
- Teams: Customer Support
- Customer since (as the page says): YNAB ultimately implemented Solve Agent across chat and email in October of 2024.

## What the story says

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.

> 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.

- **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.”

> 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

## What usedby checked

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

- Checked: the figure 70% is printed word for word on the page, near the name of YNAB.
- Checked: the passage quoted above is copied word for word from the page, near the name of YNAB.
- Checked: YNAB 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/ynab-forethought · How we check: https://www.usedby.ai/methodology