Share this Autodesk Inc. Speeding customer response times by 99 percent with IBM Watson Business challenge Recognizing that shifting to a subscription business model requires real-time customer service and support, Autodesk sought to use cognitive technology to enhance its customer experience. Transformation Using the IBM ® Watson ® Assistant service, Autodesk developed a virtual agent that interacts with customers. The solution returns answers quickly by applying natural language processing (NLP) and deep learning techniques to recognize and extract the intent, context and meaning behind inquiries. “We needed a very different way to service our customers than we had in the past.” —Gregg Spratto, Vice President of Operations, Autodesk Inc. Founded in 1982 and headquartered

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