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Autodesk and IBM are joining forces to enhance the customer experience for users around the world. The collaboration centers on Otto, a digital assistant powered by IBM Watson's cognitive technologies. This innovative tool helps customers and partners quickly get the support they need—whether it's retrieving a subscription activation code or answering a question—often in just a few minutes.
After a successful pilot program, Autodesk is now rolling out Otto on a larger scale, offering 24/7 service and support from anywhere, at any time. This move aligns with Autodesk’s transition to a fully subscription-based model, where customers expect faster, more responsive service. During the pilot, support ticket resolution times improved by 99%, and customer satisfaction saw a major boost. With Otto, the time it takes to resolve an issue is nearly as quick as the time it takes a user to input their request.
"Providing consistent quality along with the fastest response and resolution times is essential," said Gregg Spratto, Vice President of Operations at Autodesk. "Our partnership with IBM Watson enables us to expand Otto's capabilities and deliver timely, effective, and genuine engagement to our customers."
Otto works by connecting customers to Autodesk’s online support system. When a user needs help with a subscription activation, Otto uses natural language processing and business web services to handle the request. These tools verify the customer's license ownership and automatically generate the necessary activation code. As the project grows, Otto will use machine learning to manage more complex queries, helping Autodesk reduce resolution times further, scale efficiently, and provide round-the-clock service.
"People today expect instant and seamless support," said Beth Smith, General Manager of Offerings & Technology at IBM Watson. "Autodesk understands that every interaction with a customer is an opportunity to exceed expectations. With Otto and Watson, they're delivering a top-tier user experience while also improving their operations."
Watson’s natural language processing and deep learning capabilities enable Otto to understand customer intent and deliver accurate answers quickly. During training, Autodesk used historical chat logs, use cases, and forum discussions to teach Otto how to respond to a wide variety of questions. As the program evolves, Autodesk will work with a team of top customer service and technical experts to continuously expand Otto’s knowledge through supervised learning techniques.
About Autodesk
Autodesk develops software that empowers people who create and design. From high-performance cars to towering skyscrapers, smartphones, and blockbuster films, millions of Autodesk users bring their ideas to life with our tools. Autodesk gives you the power to imagine, design, and create anything. For more information, visit [autodesk.com](http://www.autodesk.com) or follow @autodesk.
*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