Playlist Introduces AI Concierge to Automate Client Communication
Krissy Vann | Host, All Things Fitness and Wellness
Playlist, the parent company of Mindbody, ClassPass, Booker, EGYM and Kite, has launched AI Concierge, a new artificial intelligence tool designed to automate customer communication for fitness and wellness businesses.
The product will launch first for Mindbody customers and serves as a virtual front desk assistant that can answer missed calls, respond to client inquiries and book appointments automatically.
The launch comes as many fitness and wellness businesses continue to manage customer communication manually through phone calls, emails and text messages. According to Playlist, the average fitness studio fills 37 percent of its available class capacity, meaning missed calls or delayed responses can result in lost booking opportunities.
Among businesses currently using AI Concierge, Playlist said more than 90 percent of customer messages have been handled by the AI without staff involvement.
The platform integrates directly with Mindbody's business management system, allowing it to access schedules, pricing, services and client information. It can respond to inquiries across web chat, SMS and missed phone calls, while routing more complex conversations to staff when needed.
"AI Concierge is the first product we're launching as a part of the Playlist platform, and it will set the bar for everything we build next," said Fritz Lanman, CEO and co-founder of Playlist. "We obsess over helping our customers grow, and that means putting world-class, customized AI in the hands of operators of all sizes, not just the ones with a tech team."
According to the company, operators can also customize the AI's communication style and establish guardrails to help ensure responses align with their business.
"As trainers and gym staff, we're always busy, so AI Concierge helps make sure we don't miss calls, connections, or leads during peak times," said Zach Petrone, founder and owner of Rocky Mountain Strength. "It answers questions instantly, follows up by text if we can't pick up, and helps us stay on top of client outreach. It's made it much easier to keep up and make sure we don't miss a booking."
The launch represents Playlist's first AI product available across its portfolio of fitness and wellness software platforms. AI Concierge is currently available at no additional cost for Mindbody Ultimate single-location subscribers in the United States, Canada, Australia, the United Kingdom, Hong Kong and Singapore, with broader availability planned.
