Technology / 11.21.19
NHL Seattle Using Virtual Chat Technology to Handle Influx of Season Ticket and Other Questions
Seattle Times (11/14/19) Baker, Geoff
National Hockey League (NHL) Seattle has teamed with artificial intelligence knowledge management platform Satisfi Labs to launch a virtual chat solution, so the team can answer questions about upcoming seat selection on general season tickets expected in 2020. The chatbot, which went live on the team's website in September, provides information on the selection process schedule, as well as how depositors will be contacted and what payment plans are available. "A platform like ours is perfect at tackling anything where there's a lot of customer engagement and [needed] education," said Satisfi's Bill Bailey. "So, right now they're talking about how to choose their seats or engage their deposit, or begin their journey from just deposits to more engagement with the team." Clicking a "Chat with Us" button on the NHL Seattle site transfers users to the virtual assistant, and supplies basic information, such as how general season-ticket selection should begin by "spring of 2020." According to Bailey, Satisfi usually programs about 150 answers to questions within the software, provided its nationwide roster of clients and multiple subtopic answers can be added as well. The software helps clubs with time and workload, since it can reply to multiple questions simultaneously without employees having to get on the phone or send emails to deliver the same answers multiple times each day. NHL Seattle is planning to expand the technology to platforms outside its website and engage on additional topics besides ticketing.
Read the full article from the Seattle Times.
Tags: Sports , News , Consumer Preferences