Autodesk Takes Customer Service & Support to New Heights with IBM Watson
October 25 2016 - 03:00PM
Business Wire
Software firm taps into power of machine learning to improve
customer experience
Autodesk (NASDAQ: ADSK) and IBM are working together to provide
an improved experience for Autodesk customers and partners
globally. The effort hinges on Otto, a digital concierge that uses
IBM Watson cognitive technology to resolve customer and partner
inquiries, such as requesting a subscription activation code or
answering an inquiry, in a matter of minutes.
Autodesk and IBM Watson have completed a successful pilot of the
Otto digital concierge and are now moving into full production to
deliver anytime, anywhere service, support and information to
customers and partners. This enhanced level of support comes at the
same time that Autodesk has made the shift to a fully
subscription-based business, where there is a higher level of
expectations from customers for real-time customer service and
support. In the pilot testing phase, Autodesk improved its support
ticket resolution time by 99 percent and significantly improved
customer satisfaction. The time it takes Otto to resolve an issue
can be as fast as it takes a customer to enter the required
information.
“It is important we provide our customers with consistent
quality paired with the shortest response and resolution time,”
said Gregg Spratto, vice president, operations at Autodesk. “Our
collaboration with IBM Watson allows us to expand the Otto
concierge service and deliver prompt, effective and authentic
engagement to our customers.”
How it Works
When a customer or partner needs help with a subscription
activation request, they are connected to Otto via Autodesk’s
online support channel. Otto starts by handling requests for
activation codes via a combination of natural language processing
and business web services. The web services validate the customer
owns the license and then automates the back-office transactions
required to generate a new activation code. As the project expands,
Otto will use machine learning to handle increasingly complex
customer requests and allow Autodesk to continue to reduce
resolution times, scale seamlessly as volume grows, and provide
round-the-clock customer and partner service.
"People today expect instant, seamless customer service.
Autodesk recognizes that each touchpoint with a customer is an
opportunity to meet that expectation and, with Otto and Watson,
they're able to deliver a top notch end user experience while also
improving their operations," said Beth Smith, general manager,
offerings & technology, IBM Watson.
Watson’s natural language processing (NLP) and deep learning
technologies help Otto understand the intent of customer questions
and quickly return high-confidence answers. In the training and
development process, Autodesk fed historical data from chat logs,
use cases and forum posts into Otto to help ensure it can
understand and respond to a wide range of customer queries. As the
program expands, Autodesk will rely on a core group of top customer
service and technical experts to continually add new domains of
expertise within Otto utilizing supervised training of
techniques.
About Autodesk
Autodesk makes software for people who make things. If you’ve
ever driven a high-performance car, admired a towering skyscraper,
used a smartphone, or watched a great film, chances are you’ve
experienced what millions of Autodesk customers are doing with our
software. Autodesk gives you the power to make anything. For more
information visit autodesk.com or follow @autodesk.
Autodesk is a registered trademark of Autodesk, Inc., and/or its
subsidiaries and/or affiliates in the USA and/or other countries.
All other brand names, product names or trademarks belong to their
respective holders. Autodesk reserves the right to alter product
and services offerings, and specifications and pricing at any time
without notice, and is not responsible for typographical or
graphical errors that may appear in this document.
© 2016 Autodesk, Inc. All rights reserved.
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AutodeskStacy Doyle, 503-330-6115stacy.doyle@autodesk.com
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