Case Study: Autodesk Inc achieves 99% faster customer response times with IBM Watson Assistant

Speeding customer response times by 99 percent with IBM Watson

Autodesk Inc., a global leader in 3D CAD and design software, needed to deliver real‑time customer service as it shifted from perpetual licensing to a subscription model. To scale support and speed up responses, Autodesk teamed with IBM and deployed the IBM Watson Assistant service to create a cognitive virtual agent for handling customer inquiries.

IBM built and trained the Watson Assistant virtual agent (AVA) using Autodesk’s historical chat and forum data so it could understand intent and context. The solution now supports about 100,000 conversations per month, recognizes 60 distinct use cases, reduces average resolution time from 1.5 days to about 5.4 minutes for most inquiries, and contributed to a 10‑point increase in customer satisfaction—freeing agents to focus on complex issues and easing the burden on call center staff.

Autodesk Inc

Gregg Spratto

Vice President of Operations