Minor League Baseball’s tech efforts advanced today with the release of a bilingual customer service AI conversation platform for more than 30 MiLB teams, as part of a new collaboration with Satisfi Labs, an artificial intelligence engagement platform.
This partnership marks the first time a sports league will communicate with its fans in both English and Spanish by leveraging Satisfi Labs’ AI capabilities. It’s part of MiLB’s national multicultural initiative “Es Divertido Ser Un Fan” (It’s Fun to Be a Fan”) and its new “Copa de la Diversión” (“Fun Cup”) season-long event series specifically designed to embrace the culture and values that resonate most with participating teams’ local U.S. Hispanic/Latino communities. The interface will initially be made available to the participating “Copa” teams to support their respective fan engagement efforts. So far that promo has been a big success, drawing large crowds to cities like Albuquerque and San Antonio.
The AI platform will operate within individual teams’ Facebook Messenger pages and serve to answer fans’ questions pertaining to aspects of the gameday experience, such as ticketing, parking and other common inquiries surrounding the venue, game and teams, while providing unique answers based on the users’ locations. The platform’s bilingual capability allows each team to effectively connect and engage with their fans in the language of their choice to provide the right information, at the right place, in real-time.
“Our new partnership with Satisfi Labs reinforces our tech-infused strategy specifically designed to improve the fan experience any time they engage with MiLB,” said David Wright, Minor League Baseball Chief Marketing and Commercial Officer. “This cutting-edge technology will better our ability to understand the fan journey by providing a platform for our teams to engage a more diverse audience and turn data into intelligent action.”
“We’ve developed several unique platforms for brands across entertainment, retail, and sports, but this is the first tool we’ve created that can communicate as efficiently in Spanish as in English. We’re excited to expand our offerings in AI conversation platforms to the Hispanic community and support one of the largest sports leagues in the U.S. in its effort to better connect with all of its fans,” said Don White, CEO and Co-Founder of Satisfi Labs.
MiLB and Satisfi Labs plan to roll out an expanded AI conversation platform and league-wide fan engagement tool for the 2019 season.