Autodesk, a leading software company based in San Francisco, has partnered with IBM to enhance customer and partner support through the implementation of Otto, a digital concierge powered by IBM Watson’s cognitive technology. This collaboration aims to provide faster, more efficient service for users worldwide, especially as Autodesk transitions to a fully subscription-based business model.
Otto is designed to handle common customer inquiries, such as requesting a subscription activation code or answering general questions, within minutes. The pilot program was a success, with a 99% improvement in ticket resolution time and a significant boost in customer satisfaction. Now, the system is being rolled out on a larger scale to ensure 24/7 availability and instant support for all users.
Gregg Spratto, Vice President of Operations at Autodesk, emphasized the importance of quick and reliable service: “We are committed to delivering consistent quality and the shortest response times possible. Our partnership with IBM Watson allows us to expand Otto’s capabilities and offer our customers an engaging and effective experience.â€
Otto works by connecting customers to its AI-powered assistant through Autodesk’s online support platform. Using natural language processing and web services, it verifies user licenses and automatically generates activation codes. As the system evolves, Otto will leverage machine learning to handle more complex requests, ensuring faster resolutions and scalable support as demand grows.
Beth Smith, General Manager of Offerings & Technology at IBM Watson, highlighted the growing expectation for seamless customer service: “Customers today want instant, personalized support. With Otto and Watson, Autodesk is not only meeting these expectations but also improving their operational efficiency.â€
To train Otto, Autodesk used historical data from chat logs, use cases, and forum discussions. A team of top customer service and technical experts continues to refine the system using supervised training techniques, expanding Otto’s knowledge base over time.
Autodesk creates software that empowers creators across industries—from architecture and engineering to design and entertainment. Whether you're driving a high-performance vehicle, admiring a skyscraper, or watching a film, you've likely benefited from Autodesk's innovative tools.
For more information, visit [autodesk.com](https://www.autodesk.com) or follow @autodesk on social media.
*Autodesk is a registered trademark of Autodesk, Inc., and/or its subsidiaries and affiliates. All other trademarks belong to their respective owners. Autodesk reserves the right to change product details, pricing, and specifications without notice. Not responsible for typographical or graphical errors.*
© 2016 Autodesk, Inc. All rights reserved.
**Contact:**
Autodesk
Stacy Doyle, 503-330-6115
stacy.doyle@autodesk.com
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