How Autodesk Boosted Efficiency by 63% with AI-Powered Customer Service

AI-powered customer service transformation: Autodesk is implementing Salesforce’s Einstein for Service AI platform to revolutionize its customer service operations, with plans to adopt more advanced AI capabilities in the future.

• The deployment of Einstein for Service has significantly improved efficiency for Autodesk’s customer service agents, particularly through AI-generated summaries of case issues and resolutions.
• Autodesk has reported a remarkable 63% reduction in time spent on customer cases, allowing agents to handle a higher volume of customer calls.
• Salesforce is set to launch its next-generation AI platform, Salesforce Agentforce, at Dreamforce 2024, which will expand on Einstein’s capabilities with more sophisticated generative AI features.

Strategic shift to subscription-based model: Autodesk is embarking on a major cloud transformation to become a subscription-only software provider with enhanced AI services over the next 3-5 years.

• The company is building a multicloud enterprise infrastructure, with AWS as the primary provider alongside Azure, to support its transition.
• Autodesk is exploring various Software-as-a-Service (SaaS) offerings to complement its subscription-based model.
• Internal experimentation with Microsoft’s OpenAI version of ChatGPT is underway, indicating Autodesk’s commitment to exploring cutting-edge AI technologies.

Expanding AI implementation: Beyond customer service, Autodesk is testing Einstein for Sales and other AI tools to bring efficiencies to its sales teams.

• The company is leveraging AI to streamline sales processes and improve overall team performance.
• This expansion of AI usage demonstrates Autodesk’s holistic approach to digital transformation across various departments.

Unified customer data strategy: Autodesk is developing a comprehensive customer data cloud using Snowflake and other tools to support subscription renewals and deliver personalized experiences.

• The creation of this unified data platform will enable Autodesk to better understand and serve its customers throughout their journey.
• This enterprise data hub will serve as a “single source of truth” for internal use, supporting data analytics and AI/ML use cases across the organization.

Broader implications for the software industry: Autodesk’s AI-driven transformation exemplifies a growing trend among software companies to leverage advanced technologies for improved customer experiences and operational efficiency.

• The success of Autodesk’s AI implementation could inspire other companies in the software industry to accelerate their adoption of similar technologies.
• As more companies shift to subscription-based models and cloud-native architectures, the role of AI in enhancing customer service and driving business growth is likely to become increasingly prominent.