Forethought, the human-centric AI platform, today announced its new partnership with Cotopaxi, a B Corporation™ certified outdoor adventure gear and apparel brand. Forethought will enable Cotopaxi’s customer support organization to create best-in-class user experiences when implementing AI products Solve and Assist.
“We’re excited about this new partnership with Cotopaxi as they leverage our AI products to improve and optimize the customer experience,” said Dave Ginsburg, Chief Customer Officer at Forethought. “As a Cotopaxi customer, Forethought will continue to celebrate the brand’s durable outdoor products that not only work well, but do good.”
As a growing company, Cotopaxi anticipates an increase in the breadth and volume of support ticket requests. Assist, expected to go live in November 2022, will allow Cotopaxi to leverage Forethought’s AI-powered agent assistant to increase the efficiency of its focused support team without sacrificing productivity. Forethought displays relevant knowledge articles, past cases, macros, and notes in the support agent’s helpdesk.
In addition, Cotopaxi will take full advantage of Solve’s robust capabilities. Customers will get quick results with this integration across multiple websites as it instantly interprets their precise needs and uses data and custom workflows to find the best answer and take action. By reducing the back-and-forth between agents and customers to resolve cases and eliminating simple questions like “Where’s my order?” Cotopaxi expects to be able to respond more quickly to more cases.
“Forethought’s technology will better support our customers by enabling them to find answers, whether on the website, in the help center or on our PDPs,” said Ren Barrus, Director of the Customer Experience at Cotopaxi. “Not only our customers benefit from the use of these products, but also our internal team.”