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I'm here to help you discover how our Agentic platform can boost your revenue, enhance the guest experience, or save your staff time on manual tasks.
The Cleveland Cavaliers didn't need convincing that AI could help their business. What they needed was a partner who could make it actually work inside the systems they already had, across the team, Rocket Arena, their American Hockey League club, the Cleveland Monsters, and Rock Entertainment Sports Network, their regional sports network.
That's the work Satisfi Forward, our forward-deployed engineering practice, was built for. Starting with a Ticketing Agent built directly into the Cavaliers' site experience, Forward closed the gap between "we know AI could help here" and "it actually works inside our business." The result: more than double the total conversations, nearly 8 in 10 conversations now carrying real revenue intent, and a 447% increase in link-outs to revenue-generating pages.
To a fan, the question is simple: what's happening this weekend, and how do I get tickets?
Behind that question, it isn't simple at all. The Cavaliers run separate systems for ticketing, event schedules, the arena, an affiliate club, and a media network, none of them built to talk to each other. If an AI tool is organized the way the business is, the fan ends up doing detective work: figuring out which system or property holds the answer before they can even ask the real question.
The Cavaliers didn't want to wait for a future product update to eventually solve this. They had specific outcomes in mind, and getting there meant working directly inside their existing technology rather than around it.
Forward's first project was the Cavaliers' Ticketing Agent, built to solve a problem almost every multi-property organization shares: schedules split across different properties, each with its own systems. The Agent reads across the Cavaliers' entire combined schedule instead, so a fan can just ask what's happening this weekend without needing to know which property, the team, the arena, the AHL club, actually holds the answer. It also ties into different ticket types, single-game, group, plan, premium, season, alongside live context like matchups, players, and current promotions. Someone asking about seeing Donovan Mitchell play a specific opponent doesn't get a generic "here's how to buy tickets" reply. They get that game, those details, and a clear next step.
The Cavaliers didn't want the Agent to feel like a separate product sitting on their homepage, so they integrated the Agent into their existing ticketing page design as a full screen experience, with Forward guiding the approach and supporting the integration.
"The opportunity in sports technology is not in any one system. It is in how many of them have to work together. Having a partner who already knows this industry and the companies in it is what makes that achievable."
Brandon Jirousek
Senior Vice President, Digital Experience, Cleveland Cavaliers
Conversations more than doubled.
+104.3% total conversations and +100.4% unique users versus the same period the year prior.
Fans are showing up with buying intent, not just questions.
The share of conversations touching a sales moment jumped from 57.8% to 79.8% of all conversations. Nearly 8 in 10 conversations now carry real revenue intent, up from roughly 6 in 10 the year before.
Link-outs to revenue-generating pages jumped 447%.
Clicks through to tickets, memberships, deposits, and season plans rose more than 4x from August 2025 to August 2026, putting fans one step closer to a purchase.
The Agent is resolving more on its own.
The live-agent escalation rate dropped from 8.1% to 2.3% of conversations versus last year, a 72% reduction, meaning far fewer conversations dead-end into a request to speak with fan support staff.
Embedded chat became the Agent's most-used entry point.
On the ticketing page, conversations rose 42.5% from August 2025 to August 2026 after embedded chat replaced the standard pop-up. In August 2026, that single placement handled more than twice the amount attributed to the 12+ standard pop-up placements combined.
"We build every decision around our fans. The new journey clears the path, makes navigation effortless and delivers for them. That's Forward."
Brandon Jirousek
Senior Vice President, Digital Experience, Cleveland Cavaliers
