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Quick Tip: Oracle Top 10 Cloud Predictions. #5 - 85% of customer interactions will be automated

[fa icon="calendar"] March 21, 2019 / by Highstreet

Oracle explores what the enterprise IT world will look like by 2025 as the adoption of cloud rises.

According to Oracle’s Top Ten Cloud Predictions (2019), for customers and employees alike, AI is ushering in a new era of experiences—one characterized by natural interactions, easy engagements, predictive recommendations, and friction-free journeys.

Prediction #5

85% of customer interactions will be automated.

Today, 89% of people use voice assistants for customer service, and 69% of enterprise customer service functions use chatbots for anywhere, anytime engagement.

This widespread adoption has seen automation quickly go from being a nice to have to becoming a basic customer expectation across nearly all markets.

With AI-driven analytics helping businesses understand customer needs, IoT bringing customers closer to companies directly, and digital assistants providing humanized digital experiences, automation of customer engagement is going be extremely common by 2025. Oracle predicts that 85% of all interactions will be automated.

Download Oracle Top Ten Cloud Predictions (2019) – Predicting the future of the enterprise cloud by 2025—your company in the cloud.

Source: Oracle

 

Topics: Quick Tip, Oracle Cloud

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