Design software company Autodesk recently launched a conversational, virtual agent to assist in customer service. The intelligent assistant, AVA, has reduced time-to-resolution by 99% from an average of 1.5 days to under 5 minutes, and helps over 1,200 customers per day, with an average 85% customer satisfaction rating.

In this featured case study from last month’s Conversational Commerce Conference in San Francisco, River Hain, lead solutions analyst, and Yizel Vizcarra, conversation engineer, present why Autodesk went conversational and the benefits of a customer-centric approach. The presentation includes key goals in building a virtual agent, including dialog design learnings and corresponding strategies, methods, and best practices.

Categories: Conversational Intelligence, Intelligent Assistants, Mobile + Location, Articles