Fast Resolution Is More Important Than Complete Data for Customer Support: Pega Survey

Pegasystems also does tons of RPA, although it’s focused on helping call center agents. They just released a survey finding that most call center agents expect intelligent chatbots and virtual agents to speed up interactions, although just 9% say their company has a chatbot in place. Speedy resolution was cited by 84% of agents as the most important factor in satisfying customers, compared with just 39% citing a complete customer view.