# Machine to human interactions could become ubiquitous in the next 1-4 years Author: Pal Sinha, Barnali Author URL: https://financedigest.com/author/pal-sinha-barnali Published: 2017-12-14 Category: TECHNOLOGY Category URL: https://financedigest.com/category/technology Meta Title: Machine to People Interactions - Transforming Customer Experience Meta Description: Discover how financial services enterprises in the UK are planning to revolutionize customer experience by enabling machines to interact with staff and URL: https://financedigest.com/machine-to-human-interactions-could-become-ubiquitous-in-the-next-1-4-yearshtml ![undefined](https://prod.superblogcdn.com/site_cuid_cm5qst7v3003gwirgwqtxn8i8/images/fd141217-16-1736843162493-compressed.jpg) **“Giving Machines a Voice” Seen as Critical Step in Delivering Exceptional Customer Service** A new report by global business communications leader Mitel uncovers that 97% of financial services enterprises in the UK have plans to “give machines a voice” within the next 1-4 years, enabling machines to interact with staff and customers. Forty seven percent already have such projects in place and 36% have plans for the next 1-2 years. Ninety two percent of financial services professionals believe that machine to people [interactions will positively transform the customer](https://www.financedigest.com/ai-will-power-95-of-customer-interactions-by-2025.html "AI will power 95% of customer interactions by 2025") experience – the highest percentage amongst all other industries including hospitality (60%), healthcare (75%), retail (88%). Despite this, barriers remain – 65% of financial services professionals claim that integrating siloed applications and data is a key barrier to improving customer experience as part of a [digital transformation](https://www.financedigest.com/why-digital-transformation-in-finance-is-crucial-for-post-lockdown-success.html "Why digital transformation in finance is crucial for post lockdown success") strategy, while 47% reveal that budget and resources allocation remains a problem. “Customer experience is an active, strategic discussion across industries as organisations look to leverage new technologies associated with the Internet of Things, [Artificial Intelligence](https://www.financedigest.com/machine-learning-in-artificial-intelligence.html "Machine learning in artificial intelligence"), and machine learning,” said Gary Gould, Marketing Director UKI, Mitel. “Giving machines a voice in machine-to-people interactions can be a powerful differentiator as the relationship between businesses and consumers shifts from transactional to more experiential, and customer experience becomes just as [important as the product or service a company](https://www.financedigest.com/australian-state-balks-at-energy-companys-request-for-help-with-lng-import-terminal.html "Australian state balks at energy company’s request for help with LNG import terminal") provides.” “Every day, new types of digital communication are being launched – from social networks to bots to [augmented reality](https://www.financedigest.com/augmented-reality-ar-virtual-reality-vr-to-dictate-the-growth-of-temporal-implants-market.html "Augmented Reality (AR)/Virtual Reality (VR) to dictate the growth of Temporal Implants Market") – and consumers are adopting them in their daily lives. The days when a great customer experience was based solely on face-to-face or voice-to-voice interactions are long gone,” said Kate Jalie, Partner, Opinium Research. “Now, exceptional customer service is multi-channel, bringing together voice, video, mobile and online in a seamless and highly [personalized experience](https://www.financedigest.com/personalizing-the-workforce-experience-in-financial-services.html "Personalizing the Workforce Experience in Financial Services"). Businesses that [successfully implement new technologies](https://www.financedigest.com/how-to-establish-a-successful-technology-strategy.html "How to establish a successful technology strategy") for transforming the customer experience today, will be tomorrow’s winners.” The findings are the result of a survey administered by Opinium Research in August 2017 to over 2,500 senior IT decision makers across the UK, [North America](https://www.financedigest.com/north-america-residential-wood-flooring-market-expansive-coverage-on-the-latest-trends-and-developments-in-the-market.html "North America Residential Wood Flooring Market – Expansive Coverage on the Latest Trends and Developments in the Market"), France, Germany and Australia. Respondents represented businesses ranging in [size from 250 to 10,000+ employees and a broad range of industries](https://www.financedigest.com/industrial-degreaser-market-2022-by-global-key-players-types-applications-countries-industry-size-and-forecast-to-2030.html "Industrial Degreaser Market 2022 by Global Key Players, Types, Applications, Countries, Industry Size and Forecast to 2030") including finance, hospitality, healthcare, professional services, government, education, retail, and manufacturing. **Important Facts** - Mitel has been recognized as a Leader in the [Gartner Magic Quadrant for Unified Communications](http://www.mitel.com/industry-recognition) for four consecutive years. - Mitel hosted cloud solutions are [trusted by more than one million global subscribers.](http://www.mitel.com/newsroom/news-releases/mitel-hosted-cloud-solutions-trusted-more-one-million-global-subscribers) --- This blog is powered by Superblog. Visit https://superblog.ai to know more. ---