# How Fabletics uses Cognigy

As published on [cognigy.com](https://www.cognigy.com/en/case-study/fabletics). Captured by usedby on 2026-10-02.

- Company: [Fabletics](https://www.usedby.ai/companies/fabletics.md)
- Tool: [Cognigy](https://www.usedby.ai/tools/cognigy.md)
- Industry: [Fashion & Apparel](https://www.usedby.ai/companies/industry/fashion-apparel.md)
- Teams: Customer Service

## What the story says

Fabletics uses Cognigy's agentic AI on voice and chat to handle customer service journeys end to end, such as authenticating customers, updating account and order data, and processing refunds. Complex cases are handed to service specialists with full context and summaries.

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

> Fabletics implemented an agentic AI approach designed to operate as an intelligent execution layer in its customer service ecosystem. Instead of guiding customers through predefined flows, the system directly understands intent, retrieves relevant knowledge, and determines the appropriate sequence of actions.

> We didn’t start this project to add AI to the contact center. We started it to give our customers faster, more flexible service, and to see what happens when AI can actually make decisions in real customer interactions.
>
> Jack Roberts, Senior Global Director, GMS Technology and Applications

## What usedby checked

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

- Checked: the passage quoted above is copied word for word from the page, near the name of Fabletics.
- Checked: Fabletics uses Cognigy. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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