On Earth Day, North Face will close all of its 113 stores in the U.S. and Canada — along with its corporate office — so employees and customers can spend time outdoors. Ahead of next Monday, North Face, partnered with 15 other organizations, has launched a global campaign to make the day an official holiday around the world. “When people take time to appreciate Earth, they feel more connected to it and are more likely to protect it,” the petition states. “We believe love for our planet comes from having the freedom to explore it, and that Earth Day should be recognized as a national holiday everywhere.” Although you have to go online to sign the petition via the North Face website or Change.org, the company takes a dim view of the screen-obsessed Internet freak. “This behavior is hindering our ability to discover and make meaningful connections in the real world,” the petition says. Click Read More bellow for additional information.
Artificial intelligence is moving into customer service.
Many service organizations already use AI and even more plan to use it in the future.
The growth of AI use over the next 18 months is projected at 143%, according to a new study.
The third annual “State of Service” study comprised a survey of 3,500 customer service agents and decision makers in North America, Latin America, Asia Pacific and Europe conducted by Salesforce Research.
While about a quarter (24%) of service organizations already use AI, more than a third (34%) plan to within 18 months.
There are reasons behind the move to AI. Most (70%) customer service agents believe automating routine tasks would allow them to focus on higher-value work, according to the study.
Customer service agents use AI in a number of ways, including gathering basic information (81%), to automate the handling of routine customer issues (75%), case classification and routing (74%), providing management with operations insights (71%) and pre-fill fields in the agent console (71%).
The majority (51%) of customer service agents without AI spend their time on mundane tasks, compared to 34% of agents with AI.
The use of chatbots — the AI technology that simulates voice or text-based conversations — are projected to grow 136% over the next 18 months, from 23% of customer service agents using them now and 31% more within that time period.
The most common use is for simple self-service scenarios (78%), followed by gathering information before handing a case off to a human agent (77%), providing agents with guidance as they handle cases (71%) and greeting customers when they call (67%).
Within 18 months, the majority (53%) of customer service organizations are expected to be using chatbots.
Whether they like them are not, customers are going to be dealing with more chatbots, with the hope that AI will become good enough to know what they want and quickly figure a way to provide it.