Oracle’s latest study into ‘virtual experiences’ found many brands under pressure to improve customer experience through automated services – with the use of virtual reality, artificial intelligence and chatbots top of the priority list. Polling 800 senior marketers and sales executives across the globe, Oracle’s research paper, Can Virtual Experiences Replace Reality? unearths some interesting stats, namely that:
48% of brands have implemented automation technologies in sales, marketing and customer service, with a further 40% planning to do so by 2020.
78% of brands expect to be using VR for customer experience by 2020, with 34% having already implemented the technology to some degree.
80% of brands will be using chatbots for customer interactions by 2020, whilst 36% say have already implement some form of chatbot into their service function already.
An international coalition of consumer watchdogs says Nuance Communications is violating the privacy of children who play with two toys that use the Burlington company’s speech-recognition software.
The toys, My Friend Cayla and i-Que Intelligent Robot, use Nuance software to answer questions posed by children. But in complaints with federal regulators on Tuesday, the consumer groups allege that Nuance is saving recordings of those interactions with children for future use without providing adequate warning to parents, in violation of a 1998 federal law to protect the online privacy of minors.