2020 Could Be Year Of The Chatbot PYMNTS.com

In fact, 80 percent of businesses reported already incorporating or planning on adding chatbots by the year 2020. That's according to a study pulled together by Oracle, surveying more than 800 decision makers at companies in France, the Netherlands, South Africa and the U.K. Most were in the C-suite -- chief strategy officers and marketing officers; others were senior sales and marketing executives. They were asked about emerging technologies and whether they've already employed them or are interested in moving in a certain direction. In general, the survey found that these leaders are turning to focus on automation-related technologies, specifically implementing chatbots to enhance or fix issues around sales, marketing and customer service. Speaking of customer service, more than 40 percent of those executives said they think automation will improve that experience over the short and long haul.