A year into the enterprise AI spending wave, the question has moved on. It's no longer whether to invest in CX automation; it's whether you can prove it was worth it. And according to Antoine Nasr, Head of AI at Forethought, most companies are trying to answer that with the wrong measure.
Speaking with CX Today, Nasr took direct aim at ticket deflection, the number that still dominates most AI ROI conversations.
His argument is straightforward: a deflected ticket tells you a customer didn't reach a human. It tells you nothing about whether their problem was solved.
At Forethought, that gap is built into the pricing model itself. The company only charges when a conversation is determined to be a genuine resolution, with admins able to audit every single case.
