# How Cotopaxi uses Forethought

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

As published on [forethought.ai](https://forethought.ai/case-studies/cotopaxi-168-percent-roi-forethought). Captured by usedby on 2026-10-03.

- Company: [Cotopaxi](https://www.usedby.ai/companies/cotopaxi.md)
- Tool: [Forethought](https://www.usedby.ai/tools/forethought.md)
- Industry: [Fashion & Apparel](https://www.usedby.ai/companies/industry/fashion-apparel.md)
- Teams: Customer Experience

## What the story says

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.

> 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.

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

> 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

> 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

## What usedby checked

We compared the story with its live page on 2026-10-03.

- Checked: the figure $76,000 is printed word for word on the page, near the name of Cotopaxi.
- Checked: the passage quoted above is copied word for word from the page, near the name of Cotopaxi.
- Checked: Cotopaxi uses Forethought. Confirmed line. Latest check across sources: 2026-10-05.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/cotopaxi-forethought · How we check: https://www.usedby.ai/methodology