Satisfi Labs and Minor League Baseball Debut League-Wide Conversational AI for Ticket Sales
All 120 Minor League Baseball (MiLB) teams have an AI-powered chatbot to answer fan questions and sell tickets. Created by conversational AI developer Satisfi Labs, the league-wide rollout extends the MiLB’s ongoing partnership with Satisfi Labs, which began in 2018 when the league started using Satisfi’s AI assistant for its bilingual Copa de la Diversión platform.
Satisfi Labs and MLiB created a template for the chatbot, then adapted it to fit each team in the league, accessible on their websites. The AI can sell tickets and answer relevant questions before and after the sale such as how to access the tickets, forward them, or get a refund. The arrangement also brings Satisfi’s conversational AI to a new Mobile Ticket Guide feature with a guided interaction for customers trying to find their tickets when at the stadium.
“This is a pivotal moment for MiLB to drive the adoption of new technology and communication channels, and will have a lasting impact on their relationships with their fans throughout the season,” Satisfi Labs CEO Don White said. “Introducing friction-less conversations into the MiLB team websites and apps will be an integral step in enhancing the full-fan experience and driving stronger fan engagement moving into the 2022 season.”
Satisfi has been entrenching itself in baseball beyond the MLiB, especially in the last few years. The startup launched voice apps for Google Assistant and Alexa for more than a dozen individual Major League Baseball teams. Asking the voice assistants to talk to those teams sets up a conversation through Satisfi Labs’ Interactive Search Engines using the information provided by the teams. Fans can learn about statistics, schedules, team history, and the real-time score of current games. The Alexa feature has additional World Series info and updates with statistics and predictions before the championship begins.
Satisfi also works to bring conversational AI to Broadway shows and other events and venues. As MLB is an investor in the startup, the ongoing partnerships make a lot of sense. Should the chatbots sell a lot of tickets, it wouldn’t be a surprise to see the same service come to the MLB teams too as every sports league works to rebuild audiences in the wake of the COVID-19 pandemic.
“It is imperative that we provide new and relevant opportunities for fans to find tickets and schedule information when planning to attend a game,” MLB’s Vice President of Minor League Business Operations Kurt Hunzeker said. “As the gameday experience is constantly evolving for sports fans, MiLB continues to be at the forefront of technology making it easier to plan for a fun night at the ballpark.”