IBM Watson 将客户响应时间缩短 99％
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- IBM Watson Assistant
技术栈
- Natural Language Processing
- Deep Learning
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 分析与建模 - 机器学习
- 分析与建模 - 自然语言处理 (NLP)
适用行业
- Software
用例
- 对话机器人
服务
- 数据科学服务
关于客户
Autodesk Inc. 成立于 1982 年，总部位于美国加利福尼亚州圣拉斐尔，是 3D 计算机辅助设计 (CAD)、工程和娱乐软件领域的全球领导者。制造业、建筑业、建筑施工、媒体和娱乐行业的客户使用 Autodesk 产品来设计和创造我们周围的世界。该公司在全球 143 个地区开展业务，此外还在美国、加拿大、中国和新加坡设有研究和产品开发部门。Autodesk 拥有 8,500 多名员工。
挑战
Autodesk 是 3D 计算机辅助设计、工程和娱乐软件领域的全球领导者，该公司正在向订阅业务模式转型，这需要实时客户服务和支持。该公司正在处理大量客户咨询，其中一半涉及激活码请求、地址变更、合同问题和技术问题。咨询的解决时间可能为 1.5 天或更长时间。随着订阅模式的实施，Autodesk 需要更快地响应客户咨询并扩大未来业务量。
解决方案
Autodesk 与 IBM 合作开发了一款基于 Watson Assistant 服务的虚拟代理。Watson Assistant 服务允许客户以自然语言输入问题，就像与人工代理一样。该解决方案能够理解客户问题的意图并快速返回高可信度答案。它还可以识别关键字和短语以了解对话的背景和目的。Watson Assistant 服务充当 Web 提交和聊天查询的前端，可以自行解决问题或收集足够的信息供人工代理回答。如果虚拟代理无法解决特定问题，则会根据收集到的信息创建一个案例并将其路由到适当的人工代理。
运营影响
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