IBM Case Studies Speeding customer response times by 99 percent with IBM Watson

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	Speeding customer response times by 99 percent with IBM Watson IBM

Speeding customer response times by 99 percent with IBM Watson

IBM

Technology Category	Analytics & Modeling - Machine Learning Analytics & Modeling - Natural Language Processing (NLP)
Applicable Industries	Software
Use Cases	Chatbots
Services	Data Science Services
Challenge	Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, was transitioning to a subscription business model which required real-time customer service and support. The company was dealing with a high volume of customer inquiries, half of which pertained to activation code requests, changes of address, contract problems, and technical issues. The resolution time for inquiries could be 1.5 days or more. With the move to subscription underway, Autodesk needed to respond more quickly to customer inquiries and scale for future volume. Read More
About Customer	Autodesk Inc., founded in 1982 and headquartered in San Rafael, California, in the US, is a global leader in 3D computer-aided design (CAD), engineering, and entertainment software. Customers in the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk products to design and make the world around us. The company operates in 143 locations worldwide in addition to research and product development operations in the US, Canada, China, and Singapore. Autodesk employs more than 8,500 people. Read More
Solution	Autodesk teamed with IBM to develop a virtual agent based on the Watson Assistant service. The Watson Assistant service allows customers to enter questions in natural language, as they would with a human agent. The solution understands the intent of customer questions and returns high-confidence answers quickly. It also recognizes keywords and phrases to understand the conversation’s context and purpose. The Watson Assistant service acts as the front end for both web submissions and chat inquiries, resolving issues on its own or collecting enough information for human agents to answer them. 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. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Machine Learning

Analytics & Modeling - Natural Language Processing (NLP)

Applicable Industries

Software

Use Cases

Chatbots

Services

Data Science Services

Challenge

Autodesk, a global leader in 3D computer-aided design, engineering, and entertainment software, was transitioning to a subscription business model which required real-time customer service and support. The company was dealing with a high volume of customer inquiries, half of which pertained to activation code requests, changes of address, contract problems, and technical issues. The resolution time for inquiries could be 1.5 days or more. With the move to subscription underway, Autodesk needed to respond more quickly to customer inquiries and scale for future volume.

About Customer

Autodesk Inc., founded in 1982 and headquartered in San Rafael, California, in the US, is a global leader in 3D computer-aided design (CAD), engineering, and entertainment software. Customers in the manufacturing, architecture, building, construction, and media and entertainment industries use Autodesk products to design and make the world around us. The company operates in 143 locations worldwide in addition to research and product development operations in the US, Canada, China, and Singapore. Autodesk employs more than 8,500 people.

Solution

Autodesk teamed with IBM to develop a virtual agent based on the Watson Assistant service. The Watson Assistant service allows customers to enter questions in natural language, as they would with a human agent. The solution understands the intent of customer questions and returns high-confidence answers quickly. It also recognizes keywords and phrases to understand the conversation’s context and purpose. The Watson Assistant service acts as the front end for both web submissions and chat inquiries, resolving issues on its own or collecting enough information for human agents to answer them. 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.

Impact #1	Supports 100,000 conversations per month, easing the burden on call center staff
Impact #2	Recognizes 60 distinct use cases to quickly resolve easy requests so that agents can focus on helping customers with complex issues
Impact #3	The Watson Assistant service becomes even more intelligent over time and speeds inquiry resolution

Impact #1

Supports 100,000 conversations per month, easing the burden on call center staff

Impact #2

Recognizes 60 distinct use cases to quickly resolve easy requests so that agents can focus on helping customers with complex issues

Impact #3

The Watson Assistant service becomes even more intelligent over time and speeds inquiry resolution

Benefit #1	Cuts resolution time drastically from 1.5 days to just 5.4 minutes for most inquiries
Benefit #2	10-point increase in customer satisfaction levels

Benefit #1

Cuts resolution time drastically from 1.5 days to just 5.4 minutes for most inquiries

Benefit #2

10-point increase in customer satisfaction levels

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Overview

Speeding customer response times by 99 percent with IBM Watson

Operational Impact

Quantitative Benefit