Technogym Rolls Out AI-Powered Customer Service for Gym Operators

The fitness equipment giant is using AI diagnostics, real-time equipment monitoring and automated support to help gyms reduce downtime and maintenance costs

Technogym is bringing artificial intelligence to its customer service operations, rolling out an AI-powered technical support system designed to help gym operators resolve equipment issues faster and minimize downtime.

The new Technogym Technical Service offering combines AI-powered diagnostics, equipment monitoring and 24/7 digital support with a global network of technicians, giving fitness operators a more streamlined way to manage maintenance and repairs.

At the center of the offering is the Technogym Service Agent, an AI-powered tool that allows operators to troubleshoot equipment issues and receive immediate first-level diagnostics.

Through Technogym’s eServices portal, operators can also submit service requests with photos, track repair progress, manage quotes and access reports on the performance of their equipment.

The system is designed to move beyond traditional, reactive customer service by using equipment usage data and remote monitoring to help identify maintenance needs and improve operational efficiency.

For gym operators, the potential benefits include fewer equipment disruptions, faster repairs and more predictable maintenance costs — particularly important for large fitness chains managing hundreds or thousands of machines across multiple locations.

Technogym says its technical service network currently achieves a 99% global equipment uptime rate and a 95% first-time fix rate, meaning nearly all reported equipment issues are resolved during the first technician visit.

The company supports its service operations with more than 1,500 certified engineers and a logistics network spanning over 150 countries, with the ability to ship priority spare parts within 24 hours of a request.

Technogym’s announcement comes as fitness operators increasingly explore AI applications beyond marketing, sales and member engagement, including equipment maintenance and day-to-day club operations.

At the recent Fitness Technology Summit in Maryland, industry executives highlighted the growing importance of AI-powered automation and integrated technology systems in helping gyms operate more efficiently.

A technology benchmarking survey presented at the event found that 78% of fitness operators were testing or deploying AI, although just 18% had implemented the technology at scale.

Technogym’s latest offering reflects another potential use case for the technology: helping operators keep their equipment functioning while reducing the administrative burden of managing service requests.

The company is offering five technical service plans, ranging from periodic preventive maintenance to comprehensive coverage that includes remote monitoring, repairs and replacement of worn parts.

The plans are designed to accommodate different types of operators, including commercial gyms, hotels, corporate fitness facilities and medical centers.