Customer support · Production

Zoom Tan and Zoom Fit automate 50% of inbound calls across 100 locations with Replify AI Receptionist

The problem

Zoom Tan and Zoom Fit handle roughly 300 inbound calls per day across nearly 100 locations, with the majority asking the same repetitive questions about hours, memberships, and locations, consuming staff time that could be spent on higher-value work.

First attempt

Over a year of evaluation, the team tested five to ten AI platforms that each promised automation but stumbled on complex integrations, high upfront fees, and poor post-sale support.

Workflow diagram · grounded in source
1
Inbound member call
trigger
“With 95–100 phone numbers routed into corporate support”
2
AI handles common questions
ai_action
“The AI handles common policy questions, hours, locations, membership guidance, and simple routing”
3
Route complex calls to staff
routing
“routes the rest appropriately, and ensures that members receive fast, consistent answers”
4
Staff handle escalations
human_review
“Staff now focus on more complex service, sales consults, and escalations”
Reported outcome

Replify now handles approximately 50% of daily calls autonomously, covering roughly 95 phone numbers and reallocating thousands of staff hours to higher-value work while maintaining consistent sales outcomes.

Reported metrics
Informational calls automatedapproximately 50 percent
Average daily call volumeroughly 300 calls
Staff hours reallocatedThousands of staff hours reallocated
Phone numbers coveredroughly 95 numbers
Show all 5 reported metrics
informational calls automatedapproximately 50 percent
average daily call volumeroughly 300 calls
staff hours reallocatedThousands of staff hours reallocated
phone numbers coveredroughly 95 numbers
sales outcomes after automationno drop in outcomes reported
Reported stack
ReplifyHeyLibby
Source
https://www.replify.ai/case-studies/ai-case-study-zoom-tan-and-zoom-fit-automating-customer-service-and-sales-with-ai
Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Replify now handles approximately 50% of daily calls autonomously, covering roughly 95 phone numbers and reallocating thousands of staff hours to higher-value work while maintaining consistent sales outcomes.

What tools did this team use?

Replify, HeyLibby.

What results were reported?

Informational calls automated: approximately 50 percent; Average daily call volume: roughly 300 calls; Staff hours reallocated: Thousands of staff hours reallocated; Phone numbers covered: roughly 95 numbers (source-reported, not independently verified).

What failed first in this deployment?

Over a year of evaluation, the team tested five to ten AI platforms that each promised automation but stumbled on complex integrations, high upfront fees, and poor post-sale support.

How is this customer support AI workflow structured?

Inbound member call → AI handles common questions → Route complex calls to staff → Staff handle escalations.

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