Forethought

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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.”

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A lot of tools look similar on the surface, but when you get into the backend, Forethought gives us control in ways other platforms just didn’t. We can guide the experience where we need to and let it run freely where we’re comfortable. That flexibility is hard to find. And the team has been there for us every time helping troubleshoot, digging into issues, and managing the knowledge base. Even as our volume grows, we know we’re supported.”

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I'm still impressed with the team. When you buy Forethought, you're not just buying a tool—you’re getting real support behind it. And it’s not just one feature either. It’s a combination of solutions that actually work together. Honestly, we got more than we expected.”