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If the virtual agent cannot resolve a particular issue, a case is created and routed to the appropriate human agent based on the information gathered. The Watson Assistant service will act as the front end for both web submissions and chat inquiries-which account for 80 percent of the support team’s annual volume-to either resolve issues on its own or collect enough information for human agents to answer them. This helps the technology learn the nuances of customer vocabularies and the meanings and context so that it can deliver answers that are more relevant. In the future, the company will add phone log data to the corpus.Īutodesk is also tapping the expertise of a large number of internal resources, who will impart their knowledge about a particular domain and supervise the solution’s training. This information is the corpus of knowledge on which the conversational API is trained so that it understands the broadest array of customer inquiries and recognizes exactly what customers are asking. To train and develop the technology for its needs, Autodesk feeds historical data from chat logs, use cases and forum posts into multiple open source machine learning programs, and has analyzed a total of 14 million sentences for keywords, entities, phrases, clusters, and other speech and language patterns.
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It also recognizes keywords and phrases to understand the conversation’s context and purpose. Trained on the subtleties of language, such as idiom and syntax, and powered by natural language processing (NLP) and deep learning techniques, the solution understands the intent of customer questions and returns high-confidence answers quickly. The Watson Assistant service allows customers to enter questions in natural language, as they would with a human agent. “IBM was willing to sit down and talk with us, understand our problem, make us early adopters and give us some of its best resources.” “We didn’t try other competitors,” says Spratto. In late 2015, after months of researching the use of intelligent customer engagement technologies in the service support space, Autodesk teamed with IBM to begin an innovative pilot program developing a virtual agent based on Watson Assistant service.įor Autodesk, the choice to work with IBM was clear. With the move to subscription underway, Autodesk needed to respond more quickly to customer inquiries and scale for future volume.
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Due to the heavy volume and complexity of the issues, the current resolution time for inquiries can be 1.5 days or more. “A lot of what my team does is just problem recognition, trying to identify what the person wants or is asking,” explains Spratto, who manages both customer and partner service worldwide.
AUTODESK VIEWER SCALING PROBLEM ACTIVATION CODE
“If a software trial doesn’t work properly, they’ll never become a customer,” says Spratto.Ĭurrently, Autodesk maintains a staff of about 350 internal and external customer support agents who handle roughly one million customer and partner contacts per year, half of which pertain to activation code requests, changes of address, contract problems and technical issues. What’s more, it raises the stakes for attracting and retaining new and would-be customers because the purchase experience often begins with a trial. Gregg Spratto, the company’s Vice President of Operations, elaborates: “Roughly four or five years ago, we started thinking through a more modern way of both selling and distributing our licenses and moving toward a subscription model.”Īlthough the move makes sense for Autodesk-customers can save money, avoid long-term agreements and benefit more quickly from product updates-it also has a profound effect on customer service. However, the way customers want to buy and access products is changing-from working with desktop applications to using software hosted on cloud and mobile platforms.Īutodesk has been proactive about the shift. Business challenge story Fielding customer inquiriesįor more than 34 years, software giant Autodesk sold its popular 3D design, engineering and entertainment software under perpetual desktop licensing agreements.