Resources / Customers

Typeform’s Agents Reduce Time Spent On Tickets By 20% Using Forethought Assist

Harnessing collective knowledge to arm new agents as they find answers for their customers.

“Forethought allows me the ability to answer tickets quickly if needed, which in turn opens up more time to focus on tickets that I feel require more attention, especially as I am still learning.”

– Typeform Customer Support Agent

What is Typeform?

Typeform is a survey tool with an intuitive and predictive interface that capitalizes on beauty, ease of use, and experience for both its survey-makers and survey-takers.


Where was Typeform at before Forethought came along?

Typeform was using Zendesk Help Center, yet found itself doing a lot of manual work when it came to resolving tickets. According to Typeform Project Coordinator, Agnes Abel, their different sources of information — the help center, the macros, and the ticket search — did not integrate, which meant they did not pull up suggestions automatically or efficiently.

Additionally, Typeform has a fairly complex product and its customers frequently have in-depth questions. Agnes said, “Our support team’s job is very difficult. It’s very difficult to keep everything in mind and to keep all the replies in mind as you answer tickets.”

What Did Typeform Try?

Typeform tried Forethought Assist to empower agents with more of the team’s collective knowledge. They recognized that the product and types of issues they were resolving were complex, that new functionalities kept agents on their toes, and that every question coming in often required a comprehensive response. 

To educate the support team and onboard new agents faster, the Typeform team tried Forethought Assist which pulls knowledge from every corner of an organization into the agent help desk. Using machine learning, Forethought Assist surfaces the most accurate and best answers for agents to consider as they resolve issues. Agnes said, “We really believe in AI and machine learning. We are eager to try these kinds of tools.”

Route’s support team is always evaluating and improving their workflow and they wanted to optimize their processes leading up to the holiday season and beyond.

Why Did Typeform Choose Forethought? 

“It was a really good experience working with the Forethought team,” Agnes shared. She explained that Rose Wang, Forethought’s Head of Customer Experience, made sure every new agent got up and running with Forethought, meeting with them to make sure they felt comfortable with the system.


What Results Did Typeform See?

Typeform found Assist to be helpful for their new agents. Five out of their 18 agents were brand new and needed support. 

Agents found Forethought simple to use and found themselves going to her for help with answers. “Forethought allows me the ability to answer tickets quickly if needed, which in turn opens up more time to focus on tickets that I feel require more attention, especially as I am still learning,” said one Typeform customer support agent.

The Outcome

  • New agents (those who joined in the last couple of months) who found an answer suggested by Forethought to reply to a ticket reduced their time spent by 20%.
  • Forethought empowered new agents on the Typeform team. One agent with just four months of experience even said, “I have found it to be quite valuable when there are rare and specific inquiries that have been answered in the past by other agents.”
  • New agents use Forethought for at least 2 out of every 3 tickets they answer.

What’s Next For Typeform?

Typeform now has all new agents use Forethought Assist and they’re hoping to make Forethought Solve a part of their workflow as they grow and expand!

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