From 36 Hours to 5 Minutes: How Autodesk Resolves Customer Calls

“With Watson, we’re now resolving automated cases as quickly as the customer can type it in.”
Greg Spratto, VP Operations, Autodesk

Insight.

Autodesk, an American multinational software corporation that makes software for the architecture, engineering, construction, manufacturing, media, and entertainment industries, needed to redesign its case resolution and support systems to ensure customers experience a positive product trial before deciding to purchase a subscription.

Idea.

Autodesk scaled the quality of its customer support by teaming with IBM to develop a virtual service agent based on IBM Watson Conversation that responds to web submissions and chat inquiries, or escalates to a human agent as needed. The virtual agent was trained using Autodesk’s historical customer data from chat logs, use cases, and forum posts.

Impact.

With AVA, Autodesk Virtual Agent, Autodesk reduces its resolution time from one-and-a-half days to just 5 minutes. AVA responds to web submissions and chat inquiries – which account for 80 percent of the support team’s annual volume – freeing up Autodesk’s 350 customer support agents to troubleshoot more complex and higher-value exceptional cases.


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