Challenge

The Challenge: Taking Risks by Changing Business Models

Because of Autodesk’s heavy volume of customer queries(roughly one million customer and partner contacts per year)-resolution time for inquiries was 1.5 days or longer. And, with their move to subscriptionbusinessmodel, they needed to scale for even more questions.

270 billion

number of service calls that are made annually.

50%

Approximate percentage of first calls that go unresolved.

270
billion

number of service calls that are made annually.

50%

Approximate percentage of first calls that go unresolved.

100,000,000/
year

Autodesk’s annual volume of customer queries

87%

of customers would leave a company for a competitive offer or due to service disruptions*

*IBM Institute for Business Value Global C-Suite, 2013
*RCR Wireless News: Telecom Analytics: The path to customer loyalty through analytics. http://bit.ly/2so2FKF

100,000,000/year

Number of customer inquiries

Autodesk receives annually.

Customers’ likelihood of becoming a switch-risk*:

If a customer contacts customer service

If a customer doesn’t feel valued or trust their operator

Switch Risk
Status Circle

87%

of customers would leave a company for a competitive offer or due to service disruptions*

*IBM Institute for Business Value Global C-Suite, 2013
*RCR Wireless News: Telecom Analytics: The path to customer loyalty through analytics. http://bit.ly/2so2FKF

Benefits

The Benefits:
Resolution time from 1.5 days to just 5.4 minutes

40

number of use cases the virtual agent detects to quickly resolve easy requests, so that agents can focus on helping customers with complex issues

99%

reduced resolution time for most inquiries; increasing overall customer satisfaction 10 points and improving retention among its subscription customers

40

number of use cases the virtual agent detects to quickly resolve easy requests, so that agents can focus on helping customers with complex issues

20,000

number of conversations/mo. easing the burden on the call center staff

99%

reduced resolution time for most inquiries; increasing overall customer satisfaction 10 points and improving retention among its subscription customers

Gregg Spratto

“The 24x7x365 aspect of a virtual agent is incredibly intriguing. It’s a way for us to scale our volume almost endlessly and, at the end of the day, it’s better for our customers.”

Gregg Spratto
Vice President Operations at Autodesk

20,000

number of conversations/mo. easing the burden on the call center staff

Resolution time from 1.5 days to just 5.4 minutes

“The reality is that we answer the question as quickly as the customer can type it in.”

Gregg Spratto
Vice President Operations at Autodesk

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