January 11, 2020

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How Autodesk is humanizing customer support with AI: Meet AVA

How Autodesk is humanizing customer support with AI: Meet AVA

Rachael Rekart offers an overview of Autodesk Virtual Agent (AVA), which has revolutionized the way Autodesk approaches customer service. Customers chat with AVA as they would a human, in natural language, and AVA processes transactions quickly, returns accurate answers, or gathers information to pass to a human counterpart to resolve the query.

Talk Title How Autodesk is humanizing customer support with AI: Meet AVA
Speakers Rachael Rekart (Autodesk )
Conference Artificial Intelligence Conference
Conf Tag Put AI to Work
Location San Francisco, California
Date September 5-7, 2018
URL Talk Page
Slides Talk Slides

Artificial intelligence and machine learning are currently hot topics, but it’s sometimes difficult to understand how this technology impacts our everyday lives. Rachael Rekart discusses the creation and evolution of Autodesk Virtual Agent (AVA), a customer service agent created by 3D design software maker Autodesk. Built on IBM’s powerful Watson cognitive technology, AVA is the prime example of how AI can benefit everyone, from employees to consumers of technology. The results with the current version of AVA have been impressive, with Autodesk reducing time to resolution from an average of one and a half days to literally minutes, a jump in speed of 99%. AVA handles over 100,000 customer help requests a month and can provide over 500 different types of customer solutions. This year, Autodesk will introduce a new version of AVA with extremely human-like features, including learned emotions provided by New Zealand AI and effects startup Soul Machines. Originally built last February as an avatar sketch, the final version turns AVA into a lifelike, 3D character—a true digital human. Today, AVA acts as a first point of contact for customers seeking assistance from Autodesk and has been able to direct customers to content and further information, complete customer transactions, and help customers get in touch with an Autodesk human agent using the modality of the customer’s choice (chat, phone, scheduled call, etc.). AVA also learns from conversations with customers on an ongoing basis. She doesn’t just help Autodesk customers but has also become an important asset to service agents, helping answer questions they receive and freeing up their time to work on more complex issues. Join Rachael to explore AVA’s journey and learn how Autodesk is working to make her more human-like. You’ll also discover the benefits this provides as you explore a true case study of artificial intelligence being applied to assist humans in our daily lives.

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