Most connected car features—including playing music, using smartphone applications, navigating, roadside assistance, using voice commands to control settings, parking assistance, and diagnosing car issues—require the use of personal information to properly function. The resulting collection and storage of large amounts of personal data raises a host of unresolved privacy issues.

The Open Voice Network is working on interoperability and privacy. A community of open-source software developers and companies within the Linux Foundation, the Open Voice Network aims to improve user trust in voice assistance through addressing interoperability, privacy, and security issues, and by creating a registry system for voice agents and applications.

However, an increasing number of new vehicles contain partially autonomous, advanced driving assistance systems (ADAS), such as parking assistance and crash avoidance that improve safety. Why should marketers be excited about connected cars?

A majority also planned to implement voice agents and software-based phone assistance using digital capabilities like visual information shared with customers, the research revealed. AI is changing customer service in three significant ways:. Automated response: Conversational AI technology, including NLU and processing in virtual customer assistants, can reduce response times.

The market for in-car voice assistance is also worth watching because it’s underserved and fragmented. The most common in-car voice assistants used today are on standalone smartphones and tethered smartphones as part of Apple CarPlay and Android Auto systems and do not always provide seamless user experiences.

Authenticating customers via the app when they call customer service reduces hurdles to getting assistance. The feature cuts down on additional authentication steps, such as entering a debit card or Social Security number, before reaching a phone tree or live representative. Search tools help customers jump to features or answer questions without poking around the app.

By providing consumers a plethora of options to get timely assistance, FIs can push them through completing the application, locking in applicants who may have otherwise dropped out. Key Findings:. FIs offered many contact options on their mobile checking account product pages, but comparatively few once inside the application.

As banks increasingly deploy customer service chatbots and digital assistants, they must ensure that such automation is complemented by on-demand human assistance to avoid frustrating and losing customers—especially new digital banking users who are still acclimating to the channel.

Healthcare and pharma: Includes pharmaceutical products, facilities, services, researchers, drug manufacturers and marketers, doctors, hospitals, and biological products, as well as establishments providing healthcare services and social assistance for individuals; also includes health insurance.

Texting with a human agent via in-app chat provides customers with immediate and flexible assistance. This is by far the most in-demand feature within the Customer Service category, rated “extremely valuable” by 26.9% of respondents—yet it’s supported by only one of the seven FIs in the study.

Texting a human agent via chat provides users with convenient and on-demand assistance—avoiding the tedium of waiting in call center lines. This feature is the most valued in this category and the third-most in-demand that BMO could add, with 26.9% scoring it as “extremely valuable.”.

Healthcare and pharma: Includes pharmaceutical products, facilities, services, researchers, drug manufacturers and marketers, doctors, hospitals, and biological products, as well as establishments providing healthcare services and social assistance for individuals; also includes health insurance.

While Neon is not ready for primetime, the company hopes it will someday satisfy consumers who reject traditional chatbots and demand human (or at least human-looking and -sounding) assistance.

The research also found that AR users’ interest in other experiences—including social media, retail assistance, and visual search—has grown since 2018 as more content has become available.