خدمة العملاء في اوتوديسك تطورت و اصبح الرد من خلال ريبورت اسمه Otto في مرحلة تجريبية بالتعاون مع IBM Watson
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How it Works
When a customer or partner needs help with a subscription activation request, they are connected to Otto via Autodesk’s online support channel. Otto starts by handling requests for activation codes via a combination of natural language processing and business web services. The web services validate the customer owns the license and then automates the back-office transactions required to generate a new activation code. As the project expands, Otto will use machine learning to handle increasingly complex customer requests and allow Autodesk to continue to reduce resolution times, scale seamlessly as volume grows, and provide round-the-clock customer and partner service.
“People today expect instant, seamless customer service. Autodesk recognizes that each touchpoint with a customer is an opportunity to meet that expectation and, with Otto and Watson, they’re able to deliver a top notch end user experience while also improving their operations,” said Beth Smith, general manager, offerings & technology, IBM Watson.
Watson’s natural language processing (NLP) and deep learning technologies help Otto understand the intent of customer questions and quickly return high-confidence answers. In the training and development process, Autodesk fed historical data from chat logs, use cases and forum posts into Otto to help ensure it can understand and respond to a wide range of customer queries. As the program expands, Autodesk will rely on a core group of top customer service and technical experts to continually add new domains of expertise within Otto utilizing supervised training of techniques.