Speeding customer response times by 99 percent with IBM Watson
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- IBM Watson Assistant
Tech Stack
- Natural Language Processing
- Deep Learning
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Machine Learning
- Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries
- Software
Use Cases
- Chatbots
Services
- Data Science Services
About The Customer
Autodesk Inc., founded in 1982 and headquartered in San Rafael, California, in the US, is a global leader in 3D computer-aided design (CAD), engineering, and entertainment software. Customers in the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk products to design and make the world around us. The company operates in 143 locations worldwide in addition to research and product development operations in the US, Canada, China, and Singapore. Autodesk employs more than 8,500 people.
The Challenge
Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, was transitioning to a subscription business model which required real-time customer service and support. The company was dealing with a high volume of customer inquiries, half of which pertained to activation code requests, changes of address, contract problems, and technical issues. The resolution time for inquiries could be 1.5 days or more. With the move to subscription underway, Autodesk needed to respond more quickly to customer inquiries and scale for future volume.
The Solution
Autodesk teamed with IBM to develop a virtual agent based on the Watson Assistant service. The Watson Assistant service allows customers to enter questions in natural language, as they would with a human agent. The solution understands the intent of customer questions and returns high-confidence answers quickly. It also recognizes keywords and phrases to understand the conversation’s context and purpose. The Watson Assistant service acts as the front end for both web submissions and chat inquiries, resolving issues on its own or collecting enough information for human agents to answer them. If the virtual agent cannot resolve a particular issue, a case is created and routed to the appropriate human agent based on the information gathered.
Operational Impact
Quantitative Benefit
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