🧪 The AI assistant for the front desk is currently in closed beta. If you don't see this feature on your platform and would like to be part of the closed beta, contact your account manager.
The AI assistant for the front desk answers your clients' questions in the chat channel, so your team doesn't have to reply to the same questions again and again. It works from the information you give it and from each client's own bsport data, and it hands the conversation over to your team whenever it can't help.
What it's for
Most messages a studio receives are simple and repetitive: opening hours, how to cancel, what to bring, how many credits are left, when the next class is. The AI assistant is there to:
Answer common questions straight away, even outside your team's working hours
Free up your team's time for the conversations that need a human
Give clients consistent answers, based on what you've told it
How it works once it's set up
When a client writes to you in the chat:
The assistant reads the message and looks for the answer in your Knowledgebase, in the classes you offer and, for questions about the client themselves, in their memberships, bookings and credits.
If it finds the answer, it replies right away, with the name and picture you chose. Its replies are clearly marked as coming from an AI assistant, so clients always know who they are talking to.
If it can't help, it hands the conversation over to your team (see below).
You can follow every conversation in your Inbox, and your team can step in at any time.
Check how the chat channel works here.
What it can answer
Questions about your studio: anything you've written in your Knowledgebase (opening hours, policies, what to bring, parking and more), plus the classes you offer.
Questions about the client themselves: their memberships, their bookings and their credits. For example: "When is my next class?", "How many credits do I have left?" or "When is my next payment?"
For now, the assistant only answers questions. It doesn't make changes for a client. See the FAQs below for the details.
When the assistant hands over to your team
The assistant doesn't try to answer everything. It hands the conversation over to your team, which we call an escalation, when:
It can't answer with confidence. The information isn't in your Knowledgebase or in the data it can read, or the question is outside what it's meant to handle.
The client asks to speak to someone.
Something goes wrong technically. If the assistant can't produce an answer, the client is told that someone from your team will get back to them.
What happens when it escalates
The client receives a message saying that your team will follow up.
The assistant stops replying in that conversation. It switches to AI off and tag the conversation as escalated, so you can spot the conversation in your Inbox.
Your team takes over and replies from the Inbox as usual.
The assistant stays off in that conversation until you indicate the situation as resolved.
You can filter on escalated conversation to easily see which conversations need human support.
💡 If the same question keeps coming back to your team, add the answer to your Knowledgebase. The assistant will be able to handle it next time.
Ready to set it up?
FAQs
Which channels does the AI assistant reply on?
For now, only the in-app chat. The assistant doesn't reply to emails, SMS, or push notifications.
What does the assistant know about my studio?
It answers from your Knowledgebase and from the classes you offer (their name and description). It doesn't know your timetable, class availability or the prices of what you sell, so add them to your Knowledgebase.
What can the assistant see about the client it's talking to?
Only that client's own information, never anyone else's:
Memberships: their active memberships, with price, billing frequency, expiration date and next payment.
Bookings: their active class bookings (which class, when, where and with which coach), from the last 14 days to the next 30 days. Cancelled bookings aren't included.
Credits: their current class passes, with the credits left (or unlimited) and the date they're valid until.
The assistant can only read this information, never change it. It covers group classes and class passes only. Private appointments and appointment passes aren't included.
Can the assistant take actions for my clients?
Not yet. For now it only answers questions. It can't make changes for a client, such as booking or cancelling a class, and it can't guide them through steps on the platform or in the app.
Can I get notified of escalated conversations outside the platform, for example by email?
Not currently. Escalated conversations are flagged in your Inbox, where you can filter on them.
Can I use my Knowledgebase to teach the assistant to guide clients through tasks, such as cancelling a subscription?
No. The assistant can't guide clients through the interface.