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FINAL WORD
The rise of
the new-age
digital assistant
experience
Craig Nel, Mobile & Cognitive Experience
(MCX) Leader at Oracle Middle East,
Africa and Turkey, looks at the rise of the
new-age digital assistant experience.
W
e have all had experiences with chatbots or digital
assistants and automated phone services. From product
and support issues to scheduling and ordering information,
these automated platforms have become commonplace in customer
service and other industries and this will continue to grow.
Gartner predicts that by 2021, 15% of all customer service
interactions will be completely handled by AI, an increase of 400%
from 2017.
Early in the chatbot era, the experience was not as smooth as it is
today, an endless amount of options would frustrate consumers to
the point where they would opt to speak to a live person. Thanks
to technology advancements, busy consumers are now becoming
more comfortable using these automated systems and the systems
have become smarter, friendlier and faster at ushering in a new
communication channel for consumers and brands.
Enhanced digital assistants
Digital assistants are now able to process more data and generate
better insights at faster speeds than ever before. Enhanced with
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