Chatbots are becoming more common across all industries as customers demand more self-service tools within customer support. Sports teams are no different and, increasingly, chatbots are becoming part of the fan experience on websites and mobile apps. The problem is most chatbots are just answering machines with no actual insight into user behavior and don’t actually enhance the user experience.
For example, a fan of the Milwaukee Bucks asks a chatbot, “show me Giannis highlights,” and the response will likely be “try again” or “please rephrase it.” It’s not very optimal if the user still has to manually search for those highlights.
In that scenario, a chat platform with behavior insights that doesn’t drain organization resources is needed, and that is why the Milwaukee Bucks partnered with AI provider GameOn to bring a conversational AI chat experience to Bucks fans.
The new chat feature on the Bucks' website and mobile app will consolidate information about the Bucks and Fiserv Forum into a single AI chat. This allows the Bucks to respond to inquiries in real-time and provide a conversational and content experience that is focused on guest support inside Fiserv Forum and Deer District.
"We are excited to partner with GameOn and integrate its technology into our platforms," said Bucks Chief Technology and Strategy Officer Robert Cordova. "GameOn will help us scale through AI to deliver the ultimate experience to all of our guests."
GameOn’s ChatOS is a consolidated chat platform that erases staff and tech limits while introducing user data and profit opportunities across the fan journey.
With ChatOS, organizations identify new audiences in their preferred content channels, share live content across all chat platforms, create unique fan experiences, monetize robust fan behavior data through conversion rate growth, instantly automate day-of-event fan inquiries, grow FAQ databases and enable 24/7 human-like auto-reply.
"Whether focusing on an immediate opportunity to automate fan inquiries about guest support or leveraging conversational AI to drive more customized fan experiences, the vision of the Bucks' organization, both now and in the future, perfectly pairs with the innovative spirit of GameOn Technology," said GameOn President Richard Cheng.
Additionally, the chat will feature ticketing, merchandise, team information, league news and schedules and player stats.
"This new technology allows us to continue having meaningful, positive interactions with fans in real-time," said Bucks Vice President of Experience Ray Daryabigi.
The GameOn chat will be live on the Bucks' website and mobile app by the beginning of the Bucks' season on Oct. 20.
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