OracleVoice: How Emerging Technologies Are Beginning To Transform Customer Service

Customer service can be frustrating for consumers, expensive for businesses, and time-consuming for both. But emerging technologies on the cusp of wide adoption--including augmented reality, the Internet of Things, and AI-powered virtual assistants--offer the potential to transform the customer experience while reducing cost. Demonstrations at Oracle OpenWorld in San Francisco provide a glimpse of where things are heading. In one example, a Wi-Fi-enabled Yamaha dirt bike showed how augmented reality could reshape the way field service technicians and owners work on machines. The motorbike essentially operates as an IoT device on wheels, uploading health and status information daily that is integrated into Oracle Service Cloud. A smartphone application from IoT specialist ThingWorx recognizes the bike and presents the user with a variety of information options superimposed on the bike's real-life image.