United StatesTechnology and telecom2016 – ongoingAutodesk
Otto digital concierge for subscription support
Autodesk reported a 99% reduction in support-ticket resolution time during its Otto pilot
Problem
Autodesk's move to subscriptions increased expectations for immediate support. Customers needed help with tasks such as obtaining activation codes.
Approach
Autodesk and IBM developed Otto using Watson's natural language processing and deep learning. Otto interpreted support requests, while connected web services checked license ownership and generated activation codes. Autodesk trained the system with historical support material and announced a move into production after the pilot.
Results
Takeaway
The reported reduction came from pilot testing. Autodesk did not disclose a production-wide average or the mix of tickets tested.
Categories
- Size
- Large enterprise
- Industry
- Technology and telecom
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Company's own claim
Sources
Source summaries
Autodesk announced a completed Otto pilot and a transition into production. It reported a 99% reduction in support-ticket resolution time during the pilot and explained the activation-code workflow.
Full details are in the original sources.