For those of us paying attention in the customer service space, there are new developments in artificial intelligence integrations every week. These developments promise to do everything your regular customer service team can and should be doing, improving your customer satisfaction scores, reducing your overall costs, and, perhaps, tucking you into bed at night with a sweet bedtime story. KEN EASTHOUSE As with all things in the tech space, however, bigger promises come with larger costs. And while large organizations may be able to experiment with new technologies, start-ups should be more hesitant to throw money at unproven technologies. That’s not to say all AI systems should be off the table. Organizations looking to bolster their customer service departments should be investing in AI systems. But new technologies and systems are constantly being developed, and navigating the industry at the onset can be costly to an organization. Before you commit to a new AI project for your customer service team, here are a few helpful steps to consider: First, understand your organization’s goals for the customer service team. AI systems should directly impact reportable targets for your team. Are you focused on deflections so you can reduce headcount, or are you focused on customer satisfaction improvement? There are dozens of different KPIs (Key Performance Indicators) your team can use to measure your team’s overall success. Which ones are you looking to bolster with your AI systems? Be candid in your discussions with your team about your goals and defining what a successful AI system will look like for your overall performance. Just remember: the more KPIs you expect an AI system to help, the more complex it will need to be by necessity. The temptation here will always be to focus on deflections, and with good reason. It’s basic math: the more emails and chats you can deflect before they reach your customer service team, the fewer agents you have to make available to otherwise answer those inquiries. These chatbots can — and should — be able to handle the low-hanging fruit within your inquiries, allowing your agents to focus on more difficult tasks. Improving customer satisfaction is a more nebulous proposition. Certainly by deflecting contacts with automated systems you can create an overall better customer experience, but that’s not always the full equation. For example, customer service departments that have ongoing relationships with their customers can benefit from AI systems that can create customer summaries based on call history. This lets your reps have a quick, paragraph summary of your customer’s history when they call, instead of requiring them to read through dozens of call notes, thus improving accuracy and customer satisfaction. Second, know that most AI systems are only as good as the information you can input into them. An AI system will not be able to magically answer your customer’s questions if you do not have good data to feed it. This is part of the “generative AI” buzzword that gets all of the attention: if you don’t have a robust FAQ or Help page to help train your AI system, your AI system will make more mistakes when answering customer inquiries, leading to greater dissatisfaction overall. Take time to build those before you invest in AI, and then the AI system integration will run much smoother. Some systems can go back and read your historical contacts and learn from those. Of course, that usually costs some additional bandwidth for whatever AI system you choose, so expect that discussion. Historical information isn’t always a good thing, however. How often do you have updates to your product? It can become tricky if, for example, your product didn’t have a highly-demanded feature a few months ago, and suddenly, it does. That’s a lot of AI training to overcome for a significant product update, and can lead to confusion for your customers, your customer service team, and the system. Along with that AI training is the understanding that training your AI system is not a “set it and forget it” process. As your company grows and develops new products and features, you will need to dedicate resources to consistently improve and update the AI training. Failure to do so can cause added customer confusion, particularly when they want to know about those new features. Finally, know your customer base. While many tech-savvy Millennials and Gen-Z professionals are happy to embrace new AI technologies, not every customer base is as open to adopting new technologies. Work with your marketing and customer experience teams and understand the demographics they are targeting to better understand your customers and their tolerance for new technology. It’s a brave new world in the customer service field; one where new promises are being made and new innovations are constantly under development. CS managers and directors shouldn’t shy away from this new world, but neither should they fully embrace it without a solid roadmap.
Amber Heard supports Blake Lively’s lawsuit against Justin BaldoniWASHINGTON (AP) — President-elect Donald Trump’s allies on Capitol Hill rallied around Pete Hegseth , Trump’s Pentagon pick, on Thursday even as new details surfaced about allegations that he had sexually assaulted a woman in 2017. The GOP embrace of Hegseth came as another controversial Trump nominee, Matt Gaetz, withdrew from consideration for attorney general. Gaetz said it was clear he had become a “distraction" amid pressure on the House to release an ethics report about allegations of his own sexual misconduct. An attorney for two women has said that his clients told House Ethics Committee investigators that Gaetz paid them for sex on multiple occasions beginning in 2017, when Gaetz was a Florida congressman. Fresh questions over the two nominees' pasts, and their treatment of women, arose with Republicans under pressure from Trump and his allies to quickly confirm his Cabinet. At the same time, his transition has so far balked at the vetting and background checks that have traditionally been required. While few Republican senators have publicly criticized any of Trump's nominees, it became clear after Gaetz's withdrawal that many had been harboring private concerns about him. Oklahoma Sen. Markwayne Mullin, who served with Gaetz in the House, said it was a “positive move.” Mississippi Sen. Roger Wicker said it was a “positive development.” Maine Sen. Susan Collins said Gaetz “put country first and I am pleased with his decision.” After meeting with Hegseth, though, Republicans rallied around him. “I think he’s going to be in pretty good shape,” said Wicker, who is expected to chair the Senate Armed Services Committee in the next Congress. Republican senators' careful words, and their early reluctance to publicly question Trump's picks, illustrated not only their fear of retribution from the incoming president but also some of their hopes that the confirmation process can proceed normally, with proper vetting and background checks that could potentially disqualify problematic nominees earlier. Gaetz withdrew after meeting with senators on Wednesday. Sen. Thom Tillis said Gaetz was “in a pressure cooker” when he decided to withdraw, but suggested that it would have little bearing on Trump’s other nominees. “Transactions — one at a time,” he said. As the Hegseth nomination proceeds, Republicans also appear to be betting that they won't face much backlash for publicly setting aside the allegations of sexual misconduct — especially after Trump won election after being found liable for sexual abuse last year. Hegseth held a round of private meetings alongside incoming Vice President JD Vance on Thursday in an attempt to shore up support and told reporters afterward: “The matter was fully investigated and I was completely cleared, and that’s where I’m gonna leave it.” A 22-page police report report made public late Wednesday offered the first detailed account of the allegations against him. A woman told police that she was sexually assaulted in 2017 by Hegseth after he took her phone, blocked the door to a California hotel room and refused to let her leave. The report cited police interviews with the alleged victim, a nurse who treated her, a hotel staffer, another woman at the event and Hegseth. Hegseth’s lawyer, Timothy Palatore, said the incident was “fully investigated and police found the allegations to be false.” Hegseth paid the woman in 2023 as part of a confidential settlement to head off the threat of what he described as a baseless lawsuit, Palatore has said. Wicker played down the allegations against Hegseth, a former Fox News host, saying that “since no charges were brought from the authorities, we only have press reports.” Sen. Bill Hagerty, R-Tenn., said after his meeting with Hegseth that he "shared with him the fact that I was saddened by the attacks that are coming his way.” Hagerty dismissed the allegations as “a he-said, she-said thing” and called it a “shame” that they were being raised at all. The senator said attention should instead be focused on the Defense Department that Hegseth would head. It's one of the most complex parts of the federal government with more than 3 million employees, including military service members and civilians. Sexual assault has been a persistent problem in the military, though Pentagon officials have been cautiously optimistic they are seeing a decline in reported sexual assaults among active-duty service members and the military academies. Wyoming Sen. John Barrasso, who will be the No. 2 Republican in the Senate next year, said after his meeting with Hegseth that the nominee is a strong candidate who “pledged that the Pentagon will focus on strength and hard power – not the current administration’s woke political agenda.” Senate Republicans are under pressure to hold hearings once they take office in January and confirm nominees as soon as Trump is inaugurated, despite questions about whether Trump’s choices will be properly screened or if some, like Hegseth, have enough experience for the job. Senate Armed Services Chairman Jack Reed, who will be the top Democrat on the panel next year, said the reports on Hegseth “emphasized the need for a thorough investigation by the FBI on the background of all the nominees.” It takes a simple majority to approve Cabinet nominations, meaning that if Democrats all opposed a nominee, four Republican senators would also have to defect for any Trump choice to be defeated. Trump has made clear he’s willing to put maximum pressure on Senate Republicans to give him the nominees he wants – even suggesting at one point that they allow him to just appoint his nominees with no Senate votes. But senators insist, for now, that they are not giving up their constitutional power to have a say. “The president has the right to make the nominations that he sees fit, but the Senate also has a responsibility for advice and consent,” said Republican Sen. Mike Rounds of South Dakota. In the case of Gaetz, he said, “I think there was advice offered rather than consent.” Copyright 2024 The Associated Press. All rights reserved. This material may not be published, broadcast, rewritten or redistributed without permission. Get Government & Politics updates in your inbox! Stay up-to-date on the latest in local and national government and political topics with our newsletter.
Docusign Announces Third Quarter Fiscal 2025 Financial Results
DUBAI , UAE , Dec. 14, 2024 /PRNewswire/ -- Huawei debuts the all-new HUAWEI nova 13 Series during the Dubai HUAWEI Flagship Product Launch on December 12 . Pioneering the new Dynamic Plaid Texture Design, multi-focal portrait capabilities, AI-driven innovations, HUAWEI nova 13 Series ushers in a fresh wave of trends while embodying the creative spirit of the younger generation. HUAWEI nova 13 Series The HUAWEI nova 13 Series introduces a bold leap in design through the interplay of plaid patterns. Staying true to its fashion-forward, minimalist aesthetic, the HUAWEI nova 13 Series brings plaid from clothing and accessories into the world of handheld design, crafting a play of light and shadow. Featuring nano-level precision in the Dynamic Plaid Texture Design, it combines bold, tech-inspired sophistication with a modern touch. The pattern's shading shifts subtly with viewing angles, adding a dynamic visual appeal. The back cover is crafted with a unique upgraded Star Effect finishing, offering a silky satin-like texture that's irresistibly smooth and comfortable to hold. Launching with Loden Green as the flagship colourway, it embodies a lifestyle of ease, spontaneity, and individuality, breaking free from convention. This low-saturation, warm shade is understated yet lively, encouraging a return to self, inviting users to embrace life's realest moments. White and Black colourways are also available, bringing timeless colours that are bound to leave lasting impressions. As a defining fashion element of the nova Series, HUAWEI nova 13 Series elevates its signature Super Star Orbit Ring camera design with a sharper, more refined aesthetic for added sophistication. The 5D glass structure on the back panel enhances the tactile experience while visually minimising the camera's height, creating a sleek, seamless look. HUAWEI nova 13 Series HUAWEI nova 13 Series debuts the AI Best Expression feature. Whether capturing moments with a single person or a group, this tool optimises each expression, scanning through burst shots to allow users to pick out their most natural and lovable expressions from multiple burst shots and adapt it to the best photo composition. AI Best Expression highlights your best self, perfectly capturing cherished moments to be treasured forever. For the first time, HUAWEI nova 13 Series brings support for multi-focal portrait capabilities [1] for both front and rear cameras, delivering portrait shots with a richly artistic atmosphere. HUAWEI nova 13 Pro introduces an upgraded 50 MP Adjustable Aperture Camera with a variable aperture range of F1.4 to F4.0. This intelligent aperture system can recognise scenes and adjust settings accordingly to help users capture stunning moments. Equipped with Optical Image Stabilisation (OIS), the camera improves light sensitivity for clearer results in low-light conditions. Additionally, the 3X Optical Zoom Telephoto Portrait Camera with OIS provides versatile zoom options, perfect for medium to long-distance portrait shots. This allows for detailed, sharp images while maintaining a clean and visually striking composition, whether capturing close-ups or scenic backgrounds. EMUI 14.2: Intelligent, Safe and Efficient Powered by EMUI 14.2, HUAWEI nova 13 Series brings fun, intelligent, safe and efficient device experience for users. With the enhanced, HUAWEI Themes, users can use Symbol Stickers to add cut-out images from your Gallery as stickers into a thematic background, allowing creativity to soar. Using emojis, users can use Emoji Stickers to create their own personalised backgrounds. The home screen also supports personalised Symbol Stickers, giving users a richer canvas for self-expression. Huawei has always considered cyber security and privacy protection as top priority, offering enhanced transparency and control over app permissions and device security status. Support for app tracking management and key control points during app installation and operation adds an extra layer of protection for users. Powerful 100 W HUAWEI SuperCharge Turbo HUAWEI nova 13 Series addresses power needs with the new 100 W HUAWEI SuperCharge Turbo with AI Precision Temperature Control for stable power output, resulting in HUAWEI nova 13 Pro being able to charge to 50% in just 9 minutes [2] , and the HUAWEI nova 13 reaching 50% in 10 minutes [3] , providing a smooth and convenient user experience. HUAWEI nova 13 Series houses a 5000mAh Large Battery [4] , while maintaining a sleek and lightweight body. All-New Dynamic True-Colour Display with 120Hz LTPO With the new Dynamic True-Colour Display, HUAWEI nova 13 Series comes with AI HDR [5] that combines HDR technology with AI algorithms to automatically recognise scenes, results in clearer details in both highlights and shadows, more vivid colours, and a bright, transparent visual experience that enhances the artistic appeal and viewing pleasure of each image. To ensure ease of viewing of display during dimly lit scenarios, HUAWEI nova 13 Series offers an advanced AI Eye Comfort Display [6] , enhancing the eye-care experience from multiple angles. By intelligently sensing ambient lighting, recognising image content, and controlling blue light levels, it ensures a more comfortable and strain-free viewing experience, adapting to the user's environment for optimal eye care. HUAWEI nova 13 Pro features a 120Hz LTPO Adaptive Display, offering smooth, power-efficient performance with dynamic refresh rate adjustments tailored to your needs. The Always-On Display (AOD) provides a quick glance at essential information, while Splash Touch & Touch Optimisation ensures smooth, accurate interaction, even on wet screens.The Reserve Bank of India (RBI) has raised the limit for lending collateral-free agri loans to farmers from Rs 1.6 lakh to Rs 2 lakh, the regulations of which will come into effect from January 1, 2025. Considering rising input costs and inflation, the RBI has been raising the limit for disbursing collateral-free agricultural loans since. The collateral-free agricultural loan limit was Rs 10,000 in 2004. Currently, it is at Rs 1.6 lakh which will increase to Rs 2 lakh from January. As per their mandate, banks are not supposed to seek collateral for agricultural loans for the loan limits set by it. However, there have been claims otherwise. This has resulted in many farmers taking hand loans from private individuals at higher interest rates. To support small and marginal farmers who form 86% of the farmers in the country, the Union ministry of agriculture and farmers’ welfare has sought more contributions from the RBI in the form of collateral-free loans. The ministry has informed the RBI to implement the new regulations swiftly and spread awareness among the farmers about the increased loan limit. The collateral-free agricultural loans could be availed by farmers to purchase seeds and other agricultural inputs, to grow vegetables and other horticultural crops, to raise poultry dairy and other livestock, and for building godowns to store their produce.