TLDR:
Autodesk’s ‘discovery mentality’ gives managers permission to roll out AI experiments. Prakash Kota, SVP and CIO at Autodesk, leads the company’s shift towards automation and generative AI in customer service to keep up with changing customer behavior and speed up processes.
Key Elements:
- Autodesk relies heavily on subscriptions for revenue, with recurring revenue representing 98% of the company’s annual revenue.
- As customer behavior shifts towards self-help services and live chats, Autodesk invests more in automation and generative AI to make customer service agents more efficient.
- Autodesk has 15 generative AI use cases in full production, with more in pilot and exploration stages to enhance customer service and internal processes.
- Prakash Kota focuses on an outcome-based approach when deploying new technology like AI, with a goal to augment and support humans.
- Autodesk’s leadership encourages experimentation and a ‘discovery mentality’ where failed AI solutions are turned off and new ones are explored.
In summary, Autodesk’s strategic shift towards automation and generative AI in customer service, led by Prakash Kota, reflects a commitment to improving efficiency and customer satisfaction through innovative technological solutions.