Autodesk’s Community Match Transforming Customer Engagement Model

Arpan Sharma

Arpan Sharma

— 3 min read

Autodesk Introduced AI in the Customer Engagement Model 

Artificial Intelligence (AI) continues to revolutionize how businesses operate, especially in enhancing customer interactions and experiences. Autodesk, a global leader in design and engineering software, has always been synonymous with innovation and cutting-edge technology. By consistently pushing the boundaries of what's possible, Autodesk empowers professionals across various industries to bring their visions to life. 

In a bold move to enhance support services and implement a robust customer engagement model, Autodesk introduced Community Match, an AI-powered community forum. This case study delves into how Autodesk leveraged AI in software development through Community Match to create more meaningful user participation and support, providing valuable insights applicable across diverse industries.

Problem Statement

Autodesk has maintained a customer forum, Autodesk Forums, since 2000. While it had been a valuable resource, the forum primarily engaged its most knowledgeable users, leaving a vast portion of its customer base less active. Autodesk aimed to foster a more inclusive community where all users felt empowered to share their expertise and ensure quicker resolution of queries by matching questions to community members with the most relevant knowledge through an effective customer engagement model.

Solution

To achieve its goal, Autodesk turned to Amazon Web Services (AWS) to develop a machine learning-powered feature called Community Match. This AI-driven solution was designed to analyze community activity and send personalized notifications to users, encouraging them to respond to questions where they could offer valuable insights.

Development and Implementation

Autodesk adopted a phased approach to incorporate AI in software development into their community forum:

Data Migration and Initial Setup

In 2017, Autodesk moved its data science and machine learning development practice to AWS, building a foundation for future AI initiatives.

Model Development

Autodesk built a knowledge model using transfer learning techniques to generate embeddings of customer questions from the forum. The models were hosted on ECS. 

An approximate nearest neighbors model was developed using SageMaker to match incoming queries with potential responders. This innovative approach is a testament to the advancements in AI in software development.

Serverless Architecture

A serverless architecture was employed to ensure quick deployment and scalability. Using AWS Lambda allowed Autodesk to run code without managing servers, making the infrastructure flexible and efficient.

Notification System

Real-time notifications were sent via SES and SNS to the top ten users who were most likely to provide useful responses to each query. This system is a crucial part of Autodesk's customer engagement model.

Challenges

User Engagement

Initially, email notifications engaged only the most active users. Autodesk needed to refine its strategy to draw in a broader range of participants, highlighting the importance of a dynamic customer engagement model.

Perceived Expertise Gap

Many users, though knowledgeable, hesitated to share their insights, assuming their expertise was inferior to that of Autodesk employees or the Expert Elites in the community. Overcoming this challenge required the strategic use of AI in software development to boost confidence among users.

Results

The AI-driven Community Match yielded significant improvements:

  • Autodesk witnessed a 32% match rate for incoming inquiries.
  • The click-through rate for notifications was 31%.
  • A notable increase in participation: 16% of previously less engaged users responded to notifications, enhancing community discourse and providing diverse solutions to queries.

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A set of bar charts or pie charts displaying the results:

  • Match rate for incoming inquiries (32%)
  • The click-through rate for notifications (31%)
  • Increase in participation (16%)

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These results underscored the potential of AI in software development to drive meaningful engagements and foster a richer knowledge-sharing environment.

Industry Insights and Broader Applications

In industries spanning from architecture to manufacturing, AI holds immense potential:

Challenges Addressed by AI

  • Knowledge Silos: AI can bridge the gap between experts and novices, promoting knowledge sharing and democratizing expertise.
  • Response Time: AI can drastically reduce time-to-resolution by routing queries to the best-equipped individuals.
  • Scalability: AI-driven platforms enable scalable customer support without a corresponding increase in human resources.

Beyond Forums: AI Applications

AI extends far beyond community forums, applicable in:

  • Predictive Maintenance: In manufacturing, AI can preempt equipment failures, minimizing downtime and cost.
  • Generative Design: AI can explore numerous design possibilities, optimizing the use of materials and enhancing creativity in industries like architecture and product design.

Vibencode’s Role

At Vibencode, we acknowledge the influential role of AI in software development and its impact on improving business efficiency and customer engagement in any field. Our expertise in AI and generative AI solutions aligns seamlessly with Autodesk’s implementation. 

We provide end-to-end services, from conceptualizing AI models to integrating them into existing infrastructures, ensuring that businesses can replicate and even exceed Autodesk’s success.

Conclusion

AI played a pivotal role in Autodesk’s journey to foster a more engaging and supportive community forum. The successful implementation of the Community Match initiative highlights AI’s potential to solve longstanding industry challenges. Vibencode stands ready to help more businesses leverage AI, driving innovation and efficiency across their operations through advanced customer engagement models.

Looking to integrate AI solutions like Autodesk? Discover how Vibencode can tailor AI solutions to meet your business needs. Get in touch with our experts today.

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