Autodesk (NASDAQ: ADSK) and IBM are joining forces to deliver a more seamless and efficient experience for customers and partners around the world. At the heart of this collaboration is Otto, a digital concierge powered by IBM Watson’s cognitive technology. This innovative tool helps resolve customer inquiries—such as subscription activation requests or general support—within minutes, offering a faster and more personalized service.
The Otto initiative began with a successful pilot program, and now it's being rolled out globally. As Autodesk transitions to a fully subscription-based model, customer expectations for real-time support have risen significantly. During the pilot phase, Autodesk saw a 99% improvement in support ticket resolution times and a major boost in customer satisfaction. With Otto, responses can be delivered almost instantly, once the user provides the necessary information.
Gregg Spratto, Vice President of Operations at Autodesk, emphasized the importance of quick and consistent service. “We want to ensure our customers receive top-quality support with the shortest possible response time,†he said. “Partnering with IBM Watson allows us to expand Otto’s capabilities and offer a more engaging, timely, and authentic customer experience.â€
How does Otto work? When a customer or partner needs assistance, they can connect with Otto through Autodesk’s online support platform. Using natural language processing and web services, Otto handles activation code requests by verifying the user’s license and automating back-end processes. As the system evolves, Otto will leverage machine learning to tackle more complex issues, helping Autodesk maintain fast resolution times and scale efficiently as demand grows.
“Today’s customers expect instant and smooth service,†said Beth Smith, General Manager of Offerings & Technology at IBM Watson. “Autodesk is taking full advantage of Otto and Watson to not only meet but exceed these expectations, enhancing both user experience and operational efficiency.â€
Watson’s advanced NLP and deep learning technologies enable Otto to understand customer intent and provide accurate, high-confidence answers. To train Otto, Autodesk used historical chat logs, use cases, and forum data, ensuring it can handle a wide range of queries. As the program expands, a team of top customer service and technical experts will continue to enhance Otto’s knowledge base using supervised learning techniques.
About Autodesk:
Autodesk develops software that empowers people to create, design, and build. Whether you're driving a high-performance car, admiring a skyscraper, using a smartphone, or watching a movie, there's a good chance you've benefited from Autodesk’s tools. The company gives users the power to bring their ideas to life. 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 in the U.S. and other countries. All other brand names, product names, or trademarks belong to their respective owners. Autodesk reserves the right to change product and service offerings, specifications, and pricing at any time without notice. It is not responsible for typographical or graphical errors that may appear in this document.*
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Contact:
Autodesk
Stacy Doyle, 503-330-6115
stacy.doyle@autodesk.com
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