Case Study: Fabletics transforms customer service and improves CX with Cognigy

Fabletics speeds customer resolution and scales voice and chat service with Cognigy

Fabletics, a major digitally native activewear brand, faced the challenge of managing fluctuating customer service volumes and complex, policy-driven journeys across multiple markets. Their existing rule-based systems could not autonomously execute actions, leading to fragmented customer experiences and a high volume of repetitive tasks for service teams. To address this, they partnered with vendor Cognigy to implement an agentic AI solution designed to handle end-to-end customer interactions.

Cognigy's agentic AI system acts as an intelligent execution layer, capable of understanding customer intent, retrieving knowledge, and autonomously executing actions like processing refunds. This solution delivered faster resolution times, improved handling during peak periods, and more consistent policy execution. The project established a scalable AI foundation for Fabletics, reducing operational effort and allowing service teams to focus on more complex, high-value interactions.

Fabletics