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**SAN FRANCISCO—(BUSINESS WIRE)—** Autodesk (NASDAQ: ADSK), a global leader in design and engineering software solutions, is teaming up with IBM to enhance the customer experience for users worldwide. At the heart of this collaboration is Otto, a cutting-edge digital concierge powered by IBM Watson's cognitive computing capabilities. Otto is designed to swiftly address customer and partner inquiries, such as subscription activation codes or other support-related questions, all within mere minutes.
Autodesk and IBM Watson recently concluded a successful pilot of Otto and are now transitioning to full-scale production. This move ensures that customers and partners receive uninterrupted access to service, support, and information anytime and anywhere. This heightened level of support coincides with Autodesk's recent shift toward a fully subscription-based business model, which has raised customer expectations for immediate and reliable assistance. During the pilot phase, Autodesk saw an impressive 99% improvement in support ticket resolution times and significantly boosted customer satisfaction. With Otto, resolving issues often happens almost instantaneously, depending on how quickly the customer provides necessary details.
"Providing our customers with consistent quality alongside the fastest possible response and resolution times is crucial," said Gregg Spratto, Vice President of Operations at Autodesk. "Partnering with IBM Watson enables us to expand Otto's capabilities and offer timely, efficient, and genuine engagement to our clients."
**How It Works:**
When a customer or partner requires help with activating a subscription, they connect with Otto through Autodesk’s online support platform. Otto begins by processing requests for activation codes using advanced natural language processing combined with business web services. These web services verify ownership of the license and automate the backend processes needed to generate a new activation code. As Otto evolves, it will leverage machine learning to handle more complex customer requests, allowing Autodesk to further decrease resolution times, smoothly scale as demand increases, and provide round-the-clock customer and partner service.
"Modern consumers expect instant, seamless customer service experiences," noted Beth Smith, General Manager of IBM Watson's offerings and technology division. "Autodesk understands that every interaction with a customer presents an opportunity to exceed those expectations. With Otto and Watson, they're delivering exceptional user experiences while optimizing their operational efficiency."
Watson's natural language processing (NLP) and deep learning technologies empower Otto to grasp the intent behind customer queries and swiftly deliver high-confidence responses. During the development phase, Autodesk trained Otto by feeding it historical chat logs, use cases, and forum posts to ensure it could handle a broad spectrum of customer inquiries effectively. Moving forward, Autodesk plans to work closely with its top customer service and technical experts to continuously expand Otto’s knowledge base through supervised training methods.
**About Autodesk:**
Autodesk creates software tools for individuals and organizations involved in designing and manufacturing products. Whether you've driven a high-performance vehicle, marveled at a modern skyscraper, used a smartphone, or enjoyed a blockbuster movie, chances are you’ve encountered the innovative work of Autodesk customers. Autodesk empowers creators to bring their visions to life. For additional insights, 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 USA and/or other countries. Other brand names, product names, or trademarks belong to their respective owners. Autodesk reserves the right to modify product offerings, specifications, and pricing without prior notice. Errors in typographical or graphical content are not the responsibility of Autodesk.*
*© 2023 Autodesk, Inc. All rights reserved.*
**Contact:**
Autodesk
Stacy Doyle, 503-330-6115
stacy.doyle@autodesk.com
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This collaboration between Autodesk and IBM represents a significant leap forward in customer service innovation, setting a new standard for responsiveness and reliability in the tech industry.