Global software company Autodesk, a leader in 3D design, engineering, and entertainment software, recognized the urgent need to enhance its customer service capabilities in anticipation of a significant 5x increase in its customer base.
Key Takeaways
- By 2026, Autodesk expects to handle over 200 million user conversations, significantly enhancing the personalized and relevant experiences for support and services customized to their needs
- It needed a solution that could scale with that leap in conversations, turning to Rasa's Conversational AI
- In the future, Autodesk anticipates adopting advanced features, such as embedding AI directly into webpages and products, to create smoother user experiences
Autodesk planned to rebuild its Autodesk Assistant from the ground up as it moved from traditional resale to a direct-to-consumer model. As part of this strategic initiative, Autodesk aimed to leverage conversational AI to scale customer relationships, improve user experience, and modernize its agent infrastructure.
To help execute its vision, Autodesk enlisted Rasa and its platform's unparalleled conversational AI capabilities in 2023 to execute on their goals.
"We needed a solution that could scale with our ambitions," said James Bradley, Senior Director of Machine Learning at Autodesk. "Our existing systems simply weren't equipped to handle the volume and complexity of support we envisioned."
The software company faced several hurdles as it worked to rework its customer service function. Its existing backend systems were complex and fragmented, making delivering a cohesive user experience difficult. Users found Autodesk’s website challenging to navigate, prompting the need for an intuitive AI-driven interface. But they also needed to create more proactive and dynamic user interactions while improving the interaction between human agents and AI technologies.
Challenges
Autodesk planned to rebuild its Autodesk Assistant from the ground up as it moved from traditional resale to a direct-to-consumer model. As part of this strategic initiative, Autodesk aimed to leverage conversational AI to scale customer relationships, improve user experience, and modernize its agent infrastructure.
To help execute its vision, Autodesk enlisted Rasa and its platform's unparalleled conversational AI capabilities in 2023 to execute on their goals.
"We needed a solution that could scale with our ambitions," said James Bradley, Senior Director of Machine Learning at Autodesk. "Our existing systems simply weren't equipped to handle the volume and complexity of support we envisioned."
The software company faced several hurdles as it worked to rework its customer service function. Its existing backend systems were complex and fragmented, making delivering a cohesive user experience difficult. Users found Autodesk’s website challenging to navigate, prompting the need for an intuitive AI-driven interface. But they also needed to create more proactive and dynamic user interactions while improving the interaction between human agents and AI technologies.
Improvements across the board
Deploying Rasa’s conversational AI platform transformed Autodesk’s customer interaction with notable improvements.
Results
Autodesk saw reduced routine queries due to the AI’s ability to handle common tasks, which decreased the load on human agents. The AI system guided users through the website effectively, reducing frustration and improving accessibility.
Rasa’s scalable nature allowed Autodesk to efficiently manage the increased interaction volume without compromising service quality. Automating routine interactions resulted in significant cost savings and allowed human agents to focus on more complex customer needs.
Autodesk's implementation of Rasa’s conversational AI tools has set a benchmark in the industry for enhancing customer service and operational efficiency.
The first step on an AI-enhanced journey
Looking ahead, Autodesk plans to enhance the personalization of AI customer interactions further by analyzing user data, making each engagement more relevant and efficient. It is also looking to expand its AI capabilities, such as embedding AI directly into web pages and products, to create smoother user experiences. Through ongoing feedback and performance analysis, Autodesk plans to continue to evolve its AI applications to better meet user needs and business goals.
By 2026, they expect to handle over 200 million user conversations, significantly enhancing the personalized and relevant experiences for support and services customized to their needs. As they continue to innovate and integrate AI into their operations, Autodesk remains at the forefront of leveraging technology to improve customer experiences and operational effectiveness.
