Autodesk uses IBM Watson Assistant to power customer service for subscription model worldwide; 80% of inquiries via web/chat.
Autodesk uses IBM Watson Assistant to power customer service for subscription model worldwide; 80% of inquiries via web/chat. Using the IBM® Watson® Assistant service, Autodesk developed a virtual agent that interacts with customers. The solution returns answers quickly by applying natural language processing (NLP) and deep learning techniques to recognize and extract the intent, context and meaning behind inquiries. Recognizing that shifting to a subscription business model requires real-time customer service and support, Autodesk sought to use cognitive technology to enhance its customer experience. ...