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How Cotopaxi uses Forethought

$76,000

“deflection rates rose 28% with a savings of $76,000”

As published on forethought.ai. Captured by usedby on Oct 3, 2026.

What happened

Cotopaxi uses Forethought's Solve AI agent in chat to answer frequently repeated customer questions about sales, promo codes, orders and returns, routing questions through defined intents, while human agents handle more complex requests. It also uses Forethought Discover to find knowledge base gaps and generate draft articles.

Summary written by usedby from the source page, in English. The figures are those of Forethought and Cotopaxi, not ours.

  • 4.5 out of 5“Cotopaxi’s live agents have maintained a CSAT score of 4.5 out of 5”

So far, they’ve gotten the best of both worlds—over their first six months with Forethought, Cotopaxi’s live agents have maintained a CSAT score of 4.5 out of 5, while deflection rates rose 28% with a savings of $76,000.

From the page. forethought.ai, captured Oct 3, 2026

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, Cotopaxi. Source, captured Oct 3, 2026

Other vendors haven’t been as easy to work with. We send follow-up emails after follow-up emails, whereas we can Slack the Forethought team and have a meeting immediately. This is the first company I’ve seen where everyone I’ve met has been awesome.

Bron Rasmussen, CX Operations Coordinator, Cotopaxi. Source, captured Oct 3, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 3, 2026.

  • The figure: $76,000CheckedPrinted word for word on the page, near the name of Cotopaxi.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Cotopaxi.
  • Cotopaxi uses ForethoughtCheckedConfirmed line. Latest check across sources: Oct 5, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

+60%“Deflection now holds steady at +60% and it hasn’t dropped.”ActiveCampaign uses Forethought. Another customer of Forethought3.9x“In just 11 months, they automated 316,000 ticket actions for $90,000 at a 3.9x ROI.”Fetch uses Forethought. Another customer of Forethought436 agent hours“436 agent hours saved”iFIT Health & Fitness Inc. uses Forethought. Another customer of Forethought