The rise of autonomous technologies is ushering a new era of consumer and workforce experiences – one that includes higher productivity, reliability, and predictability. Nonetheless, with improved experiences follow higher expectations and companies need to keep up with expanding customer needs in order to stay competitive.
In the years to come, automation will become crucial in shaping how customers and IT work and live. Oracle predicts that by 2025, 85% of customer interactions will be automated, more than 50% of data will be managed autonomously, and 70% of IT functions will be completely automated. As a result, the developer community will expand 10x and productivity will increase by 400%.
Starting with the consumer, the growing implementation of emerging technologies has led to new standards and expectations within customer service. For example, the prevalence of automated technologies such as voice assistants and chatbots is instilling the value of 24/7 engagement as a basic customer expectation across nearly all markets. Moving forward, emerging technologies will continue to strengthen the performance of automated engagement in which businesses can continuously understand varying context and intent of individual conversations. This automated comprehension of customer needs will then drive new capabilities within predictive recommendations and humanized digital experiences.
However, as these experiences continue to mature, so do the demands of consumers. Businesses need to operate efficiently on the back-end in order to effectively meet customer needs on the front-end. IT organizations are expected to deliver high availability and to protect the technology ecosystem all while responding to demands with people, training and process. Looking forward, autonomy of data management and maintenance will enable companies to bring applications online faster, cheaper and more reliably. In automating activities such as patching, updates, and upgrades, data becomes more available, trusted, and secure without the investment of additional skills or people. Cloud services are now evolving to include lifecycle and advanced run-time automation which will ultimately improve application SLAs while lowering operational costs.
Meanwhile, as the demand of applications continues to outpace the supply of trained developers, automation will provide new developer capabilities and experiences that will enhance productivity. The newest innovations require mastery of new technologies as well as knowledge disciplines. Features like natural interfaces, language processing, or augmented reality require advanced degrees and expertise that are not widespread. In response, within next-generation environments we can expect to see the growth of “no-code” approaches to development that will hide the technical underpinnings and enable a drag-and-drop of intelligent components into an application. With this, nonprofessional developers can reduce application backlog while line-of-business experts can even build their own solutions where necessary.
Automation then takes this to the next level, providing new coding components and simulations that span the entire development lifecycle. Programmers will be able to select software modules to be evaluated, assembled, and debugged using gestures and conversation. This expansion of developer tools will ultimately drive a larger and more effective developer community through new AI-driven capabilities.
Collectively, the value of automation enables companies to re-allocate their resources towards innovative projects and digital transformations. In enforcing trust and consistency within manual maintenance tasks, autonomy is providing business continuity in a way that allows workers to focus less on what is already working and more on what can be done better.
Oracle has taken the next step in extreme automation with our first Autonomous Database. Leveraging the power of AI and machine learning, the database provides self-driving, self-securing, and self-repairing attributes. It takes care of the core responsibilities in data management – optimizes resources, reduces human error, mitigates threats and decreases spending with little to no downtime – so our customers can focus on improving business outcomes and driving productivity.