Satisfi Labs: An Answer for All Customer Questions
Satisfi Labs offers a conversational AI platform for retailers, sports venues, attractions, and live events. Its answer engine powers chatbots, voice experiences, messaging apps and website forums to provide an answer to all customer questions in real time. The company was founded by Don White, Randall Newman, and Rungson Samroengraja in 2016.
We had the chance to connect with White to learn more about the platform, as well as what’s next for the company.
To start off, I’d like to learn more about your background. What were you doing leading up to co-founding Satisfi Labs?
As the CEO and Co-Founder of Satisfi Labs, I spearhead client development and revenue initiatives. Prior to Satisfi Labs, I was head of sales for Datahug, a SaaS company that provided sales analytics and predictive forecasting. Datahug has since been acquired by CallidusCloud in 2016. I’ve also held several leadership positions at Bloomberg Tradebook, most recently as head of sales for the Americas where I managed the $110M sales & strategy division.
Tell me the story of how Satisfi Labs came to be. Was there an aha moment?
The aha moment was what we call the “bacon on a stick” moment. My co-founders and I tested our hypothesis that fans at a sports stadium would respond to a message if we sent this to them in a personalized manner. We saw our society becoming increasingly demanding, expecting personalized experiences from the brands they love. Long story short, once we highlighted this treat on the MLB app, the concession had the longest line in the stadium.
We knew somehow this was an opportunity for marketers to use conversation to interact with consumers through the perfect combination of AI and engaging technology, to create a seamless user-friendly marketing experience. So, we decided to find a way that people don’t need to download another app to start engaging with the AI and enjoy their experience. The goal of our company is to “satisfy” the on-demand information needs of our end users. Add a cool vowel at the end and you have Satisfi Labs.
For the uninitiated, what does Satisfi Labs do, and how does your conversational AI platform work?
Satisfi Labs is a conversational AI platform for retailers, sports venues, attractions, and live events. Our answer engine powers chatbots, voice experiences, messaging apps and website forums to provide an answer to all customer questions in real time. Imagine all the best qualities and knowledge across your organization wrapped up in one digital presence that can immediately learn new things and always provides back the perfect answer to any question.
We bring human conversations to a digital level with a focus on physical locations. We service hundreds and thousands of people each day that have a need for digital conversations because of a disability, language barrier, or staffing issues. It’s been very encouraging to solve these problems and see people get the answers they need while attending an event. The result is increased online and on-premise sales, a better customer experience, and deeper personalization.
What are some of the core problems you’re solving?
We understand that people’s shopping habits have changed given today’s technology-driven world. More than ever, our customers depend on technology by way of their devices to help them shop. We’ve created a solution to resolving customer problems and answering their questions in an instant through our answer engine platforms. The bots of the past had the capabilities to help customers solve their problems, but they lacked voice. Satisfi Labs uses a unique voice that reflects the brand, creating an immersive and complete experience for customers, enhancing the customer experience and returning higher customer satisfaction rates.
We create engaging visitor experiences and improved customer service for guests who visit these attractions. Each venue has a custom platform that is designed to enable a superior guest experience including ticketing, exhibit details, food and beverage options and more. All of the platforms are location-based so guests are provided answers specifically based on the attraction they are looking to visit.
How has the company evolved since its founding?
Satisfi Labs is already well known in the sports industry, where we’ve created platforms for some of the most prestigious teams within MLB, NHL, NFL, NBA, and MLS. We are continuously expanding our work in the retail space, with the launch of our work with Mall of America, Macy’s, the Irvine Company and other major retailers.
As we evolve, we have expanded our reach in more experiential ways. We’ve teamed up with MiLB and developed a Spanish-speaking bot amplifying the MiLB’s national multicultural initiative. We now utilize Alexa powered devices for visitors of the Georgia Aquarium as well as a 24-hour, virtual employee that services visitors. Satisfi Labs will continue to evolve as we enter more industries and find new ways to interact with customers.
Who are your customers? Any examples you can offer?
Satisfi Labs currently works with over 60 professional sports teams, live venues, retailers, hotels and entertainment locations. Major brands include the MLB, MiLB, Atlanta Falcons, The Irving Company, Miracle Mile, and more. We have since expanded our reach into tourism and attractions with launches including Ripley’s Believe It or Not Odditorium Tennessee, Ripley’s Aquarium of the Smokies, the Roger Williams Parks Zoo, and The Georgia Aquarium. We have a few more partnerships down the pipeline that we are excited to announce in the near future.
Looking ahead, what’s next for Satisfi Labs?
Satisfi Labs is always expanding. We are looking to reach more industries including expanding our presence in the retail ecommerce space, especially after our participation in the Target Techstars Retail Accelerator this past summer. You can look forward to seeing Satisfi Labs working with brands in new ways that have never been done before.
What kind of positions are you hiring for right now?
We’re always hiring! Anyone interested should pitch us why we need you at firstname.lastname@example.org.