PARTNERSHIP
10 Fitness
Concierge Agent deployed across all locations.
About the Client
10 Fitness is a growing fitness club organization focused on delivering accessible fitness services, including memberships, group classes, personal training, and wellness amenities. As the organization expanded, digital engagement with both prospective and existing members increased significantly through its website and online channels. The company needed a scalable way to support rising inquiry volume while maintaining a high-quality member experience.
The Challenge
As 10 Fitness grew, the volume of digital inquiries from members and prospects increased rapidly.
Common questions included membership plans and pricing, class schedules and personal training options, facility amenities and access, account management and login support, and discounts and promotional offers.
Handling these requests manually created several challenges: operational strain, as front desk staff spent significant time responding to repetitive questions instead of focusing on in-club member engagement; delayed responses, as members often had to wait for answers to simple inquiries; and limited insight, as the organization lacked structured visibility into the types of questions members were asking and the underlying engagement patterns.
The Solution
To address these challenges, 10 Fitness put the Concierge Agent to work on member and prospect questions.
The Concierge Agent functions as a 24/7 digital concierge, designed to automatically engage with website visitors and members across digital channels. The solution was built to instantly answer frequently asked questions, help prospects explore membership options, provide information about amenities, classes, and services, assist members with account-related requests, and capture and analyze insights from member conversations.
This implementation extended support beyond traditional business hours while enabling automated, scalable member engagement.
Technical Implementation:
The solution was implemented using OMAP®, which deploys specialized AI agents designed for specific operational outcomes. The Concierge Agent uses natural language processing to understand member questions, automate responses across digital channels, and analyze conversation data to generate operational insights.
Benefits
- 24/7 instant responses for members and prospects
- Reduced workload for front desk staff
- Faster support for common inquiries
- Data-driven insights into member needs and engagement
Results and Outcomes
- 2,063 conversations handled
- 3,559 messages processed
- 58.9% single-exchange resolution rate
- 103.2 staff hours saved
- $2,578.75 operational value generated
2,063
Conversations Handled
103.2 hrs
Staff Hours Saved
58.9%
Single-Exchange Resolution Rate