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The Spotlight: Learn about CX
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Read customer success stories
Upwork Reduces Time to Resolution by 50% with Forethought
“We were working with a different company before. They don’t brand themselves as an AI product because they work differently–I had to train every workflow myself. We had thousands of workflows built that were often duplicated that answered questions incorrectly. It became a big monster that was too complicated to manage”
90%
Accuracy & coverage in classifying new tickets
50%
Reduction in time to resolution
65%
Average self-serve rate
Cotopaxi Hits 168% ROI in Six Months with Forethought
“When implementing Forethought—going from our old chatbot to the new one—the biggest thing was the ability to route customer questions automatically through specific intents.”
Alexia Bench
Consumer Insights Manager
4.5
CSAT
28%
Increase in deflection rate
168%
ROI
YAZIO Deflects 80% of Tickets Without Lowering CSAT in 6 Months with Solve
“We would drown in tickets if we didn’t have Solve’s 80% deflection,” Trojan said. “We’d have to hire three full-time agents focused on customer support to maintain our team’s current workload if we were to try to replace it with human support.”
Michael Trojan
User Success Specialist (AI)
80%
Ticket deflection rate
4.0
CSAT