PureGym’s approach to AI-powered frontline support

For large, always-on organizations, access to information directly affects how work gets done. 

When teams spend time searching for answers, escalating routine questions, or waiting on central teams, productivity slows and frustration builds.

PureGym, one of the world’s largest gym operators, faced this challenge at scale. With hundreds of locations, a 24/7 operating model, and a dispersed frontline workforce, the business needed a faster, more reliable way for teams to get the information they need, exactly when they need it.

By introducing YOOBIC’s AI assistant, PureGym is changing how teams access knowledge, communicate internally, and stay focused on high-impact work, while supporting a broader shift toward a more engaged, positive employee culture.

The challenge: supporting a global, always-on frontline workforce

PureGym teams regularly need quick answers to questions spanning HR policies, health and safety, and gym operating procedures. Traditional support channels struggled to keep up with that demand.

Relying on email, shared folders, or manager escalation created delays and pulled leaders away from higher-value work. At scale, even small inefficiencies added up to lost time and mounting frustration.

PureGym needed a solution that could:

• Scale across hundreds of locations
• Reduce dependency on managers for routine questions
• Fit naturally into how frontline teams already work

Introducing AI-powered knowledge access

To address this, PureGym launched YOOBIC’s AI assistant, designed to give teams instant access to accurate information directly within their daily workflow.

Powered by large language model technology, the AI assistant retrieves answers from more than 2,000 internal documents. Employees can ask questions in natural language and receive clear, reliable responses in real time.

Within the first month alone, PureGym teams asked nearly 2,000 questions, a strong signal of both demand and trust in the tool. Instead of escalating queries through managers or central inboxes, teams were able to resolve issues immediately and keep work moving.

As Callum Bonthrone, Central Operations Manager at PureGym, explained:

“Adaptability and agility are essential for a 24/7 international business like ours. With YOOBIC’s AI assistant, team members can access information instantly, freeing them up to focus on higher-value, impact-driven work across the business.”

Built on a strong operational foundation

The AI assistant builds on PureGym’s broader transformation with YOOBIC.

Before introducing AI-powered support, PureGym consolidated seven operational platforms into one, creating a single, mobile-first system for frontline execution.

That shift delivered measurable results:

• 58% reduction in email traffic
• 26,000+ hours freed annually through task automation and stronger compliance

By centralizing task management, internal communication, and learning, PureGym reduced operational noise and created a clearer, more consistent way for teams to work.

From compliance to connectionConnecting training directly to execution

With high task completion rates and stronger operational control in place, PureGym’s focus has evolved. The business is now investing more deliberately in employee satisfaction and workplace culture.

YOOBIC’s AI assistant supports this shift in several ways. By making information easier to access, it reduces uncertainty and day-to-day friction for frontline teams. Faster onboarding becomes possible when new hires can get answers without hesitation. At the same time, the questions teams ask help surface knowledge gaps, giving central teams clearer insight into where training and content need to improve.

“YOOBIC’s AI assistant is not just a productivity tool,” said Bonthrone. “It’s helping us foster a culture of curiosity, connection, and continuous improvement.”

Why AI-driven frontline support matters

For organizations with dispersed frontline workforces, traditional communication models no longer scale. Email-heavy processes and static documentation slow decision-making and place unnecessary strain on managers.

By embedding AI-powered assistance directly into daily workflows, PureGym gives teams one place to:

• Complete tasks
• Access learning
• Communicate updates
• Get immediate answers when questions arise

This approach improves speed and consistency, while supporting a more engaged employee experience.

AI designed to support people, not replace themFaster onboarding, less paper, better readiness

YOOBIC also reshaped Longchamp’s onboarding experience.

A two-day in-person onboarding was replaced with a one-day selling ceremony, followed by a structured digital learning path completed within the first month. New hires become productive faster, while managers spend less time repeating information.

All training is now fully digital. Content updates happen instantly, paper waste is eliminated, and teams always access the latest standards.

Onboarding is rated 4.8 out of 5, reinforcing that speed and quality can coexist.

AI that supports people, not replaces them

YOOBIC’s approach to AI is built around augmentation. By removing low-value friction, AI tools give teams back time to focus on members, performance, and growth.

PureGym’s early success shows how AI can deliver immediate operational value while strengthening culture, not at the expense of it.

As more organizations explore AI for frontline teams, this example highlights a clear takeaway: the most effective AI fits seamlessly into everyday work and helps people do their jobs better.