80% of companies will provide service through chatbots 2020

The view, that the technologies of virtual reality are an image of the far future, come to disprove the…
same the intentions of the companies compared to the VR. On the other hand, businesses are gradually incorporating in their operation the technology of VR: the waiting time of the customer phone service lines up to speak with a representative of the company, in order to resolve a problem may soon belong to the past. For accuracy, more than three-quarters of the companies would provide Customer Experience through VR and chatbots in the next four years.
Specifically, 78% of the companies, who participated in a new survey from Oracle, it expects that, by 2020, using technologies of virtual reality (VR) for customer service, while 80% will provide service through chatbots.
In the meantime, over 35% of the companies, that participated in the investigation of the Oracle entitled “Can Virtual Experiences Replace Reality?”, they stated that their customers prefer to make purchases or to solve problems without you to talk with a member of the sales teams or customer service.
According to the research of Oracle, the drastic reduction in the number of interactions between people comes as a result of the preference of consumers for digital services “of a type of Uber”, which extends beyond the cab and changing their expectations on the experiences with other brands. “Although some believe that virtual reality is a transient madness, the commitment of some of the largest companies in the world, in terms of product development VR for consumers, is an indication to the contrary” emphasizes the Oracle.
Challenges
However, the research finds that, despite the fact that this decision to increase investment in emerging technologies, such as virtual reality, the chatbots and artificial intelligence (AI) aims to respond to the new requirements of customers, this approach runs the risk of falling in a vacuum. This danger lurks – according to research – in the case that the companies not be able to join and to correctly interpret the numerous data sources to which they have access.
60% of the companies that participated in the survey admitted they do not currently include in their customers ‘ profile data from social media or information from previous interactions. “The incomplete or non up-to-date customer profile may contain information about preferences, purchase history, or recent problems, with the result that the experiences with the bots and the VR to let their customers troubled and not satisfied,” notes the survey.
The research
Oracle has cooperated with the Coleman Parkes with the aim of conducting interviews with 800 directors of marketing (CMO), Directors of security (CSO), senior marketing executives and senior sales executives from France, the Netherlands, South Africa and Great Britain. The participants were divided into three business sectors: Construction and high technology, E-retail and Telecommunications.
Source