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Satisfi Labs, the AI virtual assistant for over 21 professional sports teams and major brands like Macy’s, is partnering with Loop and Tie, a gift management and customer engagement solution that supports the gifting of over 1,000 businesses. Both companies believe that, no matter how large, every team and brand should be able to deliver personalized customer support.
The companies are combining their expertise to deliver an end-to-end solution for teams to enrich their fan conversations through a personalized gift of choice experience. Satisfi uses AI to ensure customers receive instant responses to their questions and concerns and Loop & Tie adds a tangible dimension to customer conversations. Through Loop & Tie teams define collections of gift options and recipients choose the product or experience they value the most. Through the Loop & Tie API, a Satisfi Virtual Assistant can deliver the gift of choice in customer conversations.
“Both of our companies realize that a “one-size-fits-all” approach to customer interactions is dated,” said CEO, Sara Rodell. “Now when a 10 year suite holder uses chat to complain about an issue at a game, we can ensure he not only receives an apology but he also is treated to his choice of gift from the highest value collection, as defined by the team.”
As teams leverage the Satisfi product for experiences like ticketing, parking, concessions, entertainment and gameday information, the system can analyze the fan’s sentiment and respond accordingly leveraging Loop and Tie’s advanced gift management system. Teams can decide if they want to load physical or digital inventory as gift choices.
“We’ve had fun thinking about all the possibilities.” said White. “If a fan logs a complaint about a ticketing issue and missing the beginning of the game, AI is able to understand if the fan is a season ticket member and if that this is the first compliant known. This can trigger a resolution response regarding a game day experience or team branded gift. If a customer complains about getting a cold hot dog, a replacement can be immediately gifted to them in real-time, with the team managing the number of items allowed per game or per fan.”
The two companies are in talks with several existing clients to launch pilots expected in the next few months.