Satisfi Labs’ bid to (satisfy) MLB fans



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Satisfi Labs Sept 2020 Image: Satisfi Labs

US-based interactive search company Satisfi Labs helps popular locations, destinations, and live events answer customer questions on-demand using conversational AI. Be it their COVID-19 Assistant which answers all questions related to coronavirus for any event location or their recently launched Google Assistant Integration across Major League Baseball (MLB) teams. This expansion is designed to enhance the MLB fan experience at home and during in-person sporting events. The company’s cutting-edge technology powers unique search experiences using knowledge management and conversational AI. Satisfi Labs believes that AI and machine learning are considered essential to digitally transforming organizations and making all processes more customer-centric or fan-centric.

Danika Wong, SVP, Marketing, at Satisfi Labs in an exclusive to ‘Coliseum’ reveals details about the Google Assistant. Talking about their custom and conversational search engines, she said, “We (read Satisfi Labs) as an interactive search company create custom and conversational search engines for destinations and experiences. Our technology powers unique search experiences using knowledge management and conversational AI. Interactive Search enables customers to access, discover, and purchase directly through a chat or voice assistant.”

Bill Bailey, CRO, Satisfi Labs, US, is a Member of Coliseum, Global Sports Venue Alliance.

She further informed about the voice-enabled interactive search engines and how it works on various devices – “The voice experience is specifically built to be accessed by a Google Assistant. Android users can engage with one of the 15 teams on Google Assistant by saying, ‘Hey Google, Talk to the Cleveland Indians (MLB team)’ or ‘Hey Google, Chat with the Atlanta Braves (MLB team)’ to ask them anything. This also works with any Google Assistant-enabled smart speaker or Smart Display, like Nest Hub.”

Wong asserted that the ‘Google Assistant’ would provide fans an immersive experience – “Interactive Search is the future of customer engagement. Through knowledge management and conversational AI, we can identify and engage with moments of intent throughout the customer journey. Our custom search engines facilitate an active and engaging experience, allowing customers to find and buy quickly. Specifically, for MLB, we have created an at-home experience that allows fans to ask about stats, schedules, standings, scores, and team information.”

She further informed how the Google Assistant will help once fans return to the stadium fold in a COVID-19 environment, “Once in-stadium experiences resume, accessing information through a team’s Google Assistant will allow for contactless options when needing help with ticket information and purchases, and stadium logistics such as park help, ticket entry questions, and health and safety questions like where to buy a mask.”

Wong summed up by stating that Satisfi Labs has benefited from being a part of Google’s voice eco-system – “The investment from Google gave Satisfi Labs the ability to expand its voice capabilities to support Google Actions for the Google Assistant. Now, Satisfi Labs clients have the ability to activate their custom search engines on Google Assistant, providing customers access to information through a hands-free experience.”

Expanded knowledge can now be accessed by voice with the help of Google Assistant, marking the first incorporation of the technology since Satisfi Labs joined the Google Assistant Investment portfolio in Fall 2019. The expansion allows each MLB team to make their virtual assistant accessible through voice, keeping connections with fans strong by seamlessly engaging with them at home.

Major League Baseball is an American professional baseball organization and the oldest of the major professional sports leagues in the United States and Canada. A total of 30 teams play in Major League Baseball: 15 teams in the National League and 15 in the American League.

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