Excerpt from story by Andrew Wheeler | Engineering.com | November 30, 2017
A pilot program to create a 24/7 virtual agent that could help customers resolve issues was started a year ago at Autodesk.
According to a blog post written by Stacey Doyle, Autodesk Virtual Agent (AVA) is a “pro at answering customer’s most common questions, directing people to content and completing transactions.”
The post claims that AVA can reduce “time to resolution” from 60 hours to just a few minutes or however fast a customer can type an inquiry. Doyle also reports that AVA has increased customer satisfaction levels by 10 points.
AVA is an automated deep-learning workhorse, handling 35,000 customer questions every month!
Using natural language processing and machine learning, AVA uses digital reams of information, including forum posts, chat logs, a multitude of keywords, syntax and idioms.
Launched at Autodesk University in a partnership with Soul Machines™, AVA’s digital human face is currently in its first aesthetic phase, but its eerily humanized face is just the beginning. Besides looks, AVA has a lot of personality for a self-described “non-human.”
AVA is also something of an intercorporate conglomeration, powered by IBM Watson’s cognitive platform and Soul Machines™’ patented Human Computing Engine (HCE), with design information processed by Autodesk software. The Soul Machines™ HCE is a “virtual nervous system” that uses neural networks in combination with other biologically inspired models of the human brain.
At 1:46 of the video below, you can see a glimpse of AVA’s future form, which she will metamorphize into in the future. Based on real-time reality capture data of a young woman, Soul Machines™ is using Autodesk software to create what it sees as the future of customer interaction.
Designed by Oscar-winning CEO Dr. Mark Sagar, AVA will incorporate voice and video capabilities, interpreting them and presenting customers with solutions to their inquiries.
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