Autodesk enlists Einstein AI to enhance employee and customer service [Video]

The CAD/CAM design giant is putting Salesforce generative AI to work as part of its AI-augmented journey to enhance its employee and customer experience.

Credit: Prakash Kota / Autodesk

Even as it designs 3D generative AI models for future customer deployment, CAD/CAM design giant Autodesk is “leaning” into generative AI for its customer service operations, deploying Salesforce’s Einstein for Service, CIO Prakash Kota says.

Einstein for Service — Autodesk’s first use of Salesforce’s gen AI platform — has driven sizable efficiencies for Autodesk customer agents, says Kota, singling out AI-generated summaries of case issues and resolutions as a key productivity gain.

“Before we had this capability, every agent had to spend time post–customer call to document the issue and the resolution — the steps they took to close out the case,” says Kota, who will speak at a customer panel at Salesforce’s Dreamforce 2024 this week.

Not anymore. The reduction in time Einstein has helped provide — freeing up …