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Autodesk Enhances Agents’ Workflow Using Salesforce Einstein 1

Autodesk — a leader in 3D design, engineering, and entertainment software and a trusted technology partner to the design and make industries — has expanded its relationship with Salesforce. By incorporating Salesforce AI technology into its service agents workflow, Autodesk aims to improve agent productivity with the ultimate goal of increasing customer satisfaction.

The impact: Leveraging CRM, trusted AI, and data solutions from Salesforce, Autodesk has unified access to its data and built an AI-powered self-service application to deliver deeper and stronger customer relationships and more productive employees. With Salesforce, Autodesk is improving how agents engage with customers and enhancing employee workflows with more tools to increase efficiency.

With Salesforce, Autodesk is:

  • Accelerating self-service everywhere: Using the Einstein 1 Platform, which leverages AI technology to create actionable data and streamlined processes, Autodesk has built a comprehensive and intuitive service cloud application for its team.
    • At the end of a conversation between an agent and customer, Einstein for Service now produces an AI-generated case summary that outlines the case issue and its resolution, helping agents reduce time spent summarizing customer chats by 63%.  
  • Creating frictionless experiences MuleSoft has been critical in driving the company’s automation strategy, delivering integrated and unified data access across cloud solutions. With MuleSoft, Autodesk has been able to modernize, simplify, and connect existing SaaS applications.
  • Minimizing disruption: Salesforce Professional Services helps enable real-time 24/7 monitoring, empowering Autodesk with the tools to identify and address potential performance issues before they impact the customer. Autodesk also uses Salesforce to strengthen and monitor data access, resulting in an estimated 30% reduction in ongoing maintenance.

Customer perspective: “We are thrilled to partner with Salesforce as Autodesk continues to innovate, grow, and scale with the customer at the center of our business. Our teams are excited to put generative AI to work across the enterprise, and in this case, enhance the productivity of our service agents. Saving time on tasks enables our employees to focus on higher value work.” — Prakash Kota, SVP and CIO, Autodesk

We are thrilled to partner with Salesforce as Autodesk continues to innovate, grow, and scale with the customer at the center of our business.

— Prakash Kota, SVP and CIO, Autodesk

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