Let’s Talk About Collections and A.I.

The fitness industry has long leaned on people—front desk staff, call centers, and third-party agencies—to recover failed payments. It’s resource-intensive, inconsistent, and often unpleasant for both staff and members.

But with the rise of GenAI, there’s a better way.

AI is now capable of handling collections intelligently, empathetically, and at scale. Here’s how:

• Conversational AI can send personalized text messages or emails that sound like a real person—not a robot. “Hi Alex, we noticed your payment didn’t go through—want us to try your backup card or send you a secure link?”
• Predictive analytics can flag at-risk accounts before they fail by analyzing usage patterns, payment history, and even sentiment in support interactions.
• Smart scheduling tools can time reminders based on when members are most likely to engage (e.g., after a class, not during work hours).
• Automated negotiation workflows can offer flexible payment plans or fee waivers to retain high-value members who might otherwise churn.
• Self-service portals can be AI-guided, walking members through payment updates or plan changes conversationally, 24/7—without friction.

The impact?

• Higher recovery rates
• Fewer awkward staff interactions
• Better retention, since members feel supported—not hounded

If we can use AI to personalize marketing, we can absolutely use it to personalize recovery.

Because at the end of the day, collections aren’t just about money—they’re about trust.