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Autodesk (NASDAQ: ADSK) and IBM are collaborating to deliver a more seamless experience for customers and partners around the world. At the heart of this partnership is Otto, a digital assistant powered by IBM Watson’s cognitive technology. Otto is designed to quickly address customer inquiries—such as requesting a subscription activation code or answering common questions—offering instant support that significantly improves response times.
The pilot program for Otto has been a success, with Autodesk seeing a 99% improvement in support ticket resolution time and a major boost in customer satisfaction. Now, the company is scaling up the service to provide 24/7 support across all platforms. As Autodesk transitions fully to a subscription-based model, the demand for real-time assistance has never been higher. Otto is helping meet these expectations by automating processes and reducing the time it takes to resolve issues.
“Providing fast, accurate, and consistent support is key to our customers’ success,†said Gregg Spratto, Vice President of Operations at Autodesk. “By working with IBM Watson, we’re enhancing Otto’s capabilities to offer a more efficient and personalized experience.â€
Otto works by connecting users to its AI-powered interface through Autodesk’s online support system. It uses natural language processing and backend systems to validate user licenses and generate activation codes quickly. As the project grows, Otto will leverage machine learning to handle more complex requests, enabling Autodesk to scale efficiently while maintaining high-quality support.
“Customers today expect immediate, smooth interactions,†said Beth Smith, General Manager of Offerings & Technology at IBM Watson. “With Otto and Watson, Autodesk is delivering an exceptional user experience while streamlining their operations.â€
Watson’s advanced NLP and deep learning technologies help Otto understand and respond to customer queries with high accuracy. During development, Autodesk trained Otto using historical chat logs, use cases, and forum discussions to ensure it can handle a wide range of questions. As the system evolves, a team of top support experts will continue to refine Otto’s knowledge base through supervised training.
Autodesk develops software that empowers creators across industries—from architecture and engineering to entertainment and manufacturing. With tools like AutoCAD, Revit, and Maya, the company helps people 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 trademarks belong to their respective owners. Autodesk reserves the right to change product features, pricing, and specifications without notice. The information provided is subject to change and may contain typographical or graphical errors.*
© 2016 Autodesk, Inc. All rights reserved.
For more information, contact:
**Autodesk**
Stacy Doyle
503-330-6115
stacy.doyle@autodesk.com