YNAB nuanced budgeting support agent

What was done

YNAB adopted Forethought Solve Agent in October 2024 after a menu-based chatbot struggled with ambiguous personal-finance questions and required human help for most interactions. The agent handles chat and email, asks follow-up questions when context is unclear, routes cases with complete details when human support is needed, and is paired with Assist and Discover for agent support and content-gap analysis. Forethought reports more than 70% ticket deflection, up from 25%, and a 3x increase in monthly chat-widget conversations.

Stack