Equinox Brings Concierge-Style Service into Its App with Salesforce-Powered Agentforce
Equinox Group is upgrading its Equinox+ app to offer concierge-level service through Agentforce, a member support agent powered by Salesforce. The new system allows members to ask questions about club policies, amenities, and membership details in their own words and receive personalized answers instantly.
The previous menu-driven chatbot could only provide routine assistance, but Agentforce combines real-time data with knowledge grounded in Data 360, a verified source of context for member-facing answers. This enables the agent to provide accurate, conversational responses in seconds.
For requests that require operational data, Agentforce retrieves information directly from Equinox's custom-built platforms through APIs. The goal is to automate 80% of member support tickets and reduce the percentage of in-app support requests that require transfer to a concierge from about 70% to below 30%. This will allow team members to focus on high-touch service, helping members discover new programs and explore opportunities to get more value from their Equinox membership.