Robotic Process Automation (RPA) vendor Automation Anywhere has raised an impressive $290 million Series B, one year after an even more impressive $550 million Series A. The company makes it easy for non-technical users to create automated processes. They also just launched a Salesforce connector on AppExchange.
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.
Chatbot vendor Intercom found that sales bots now outnumber customer service bots, a switch from earlier days when service bots were more common. Both types of bots speed response and save money but 87% of consumers still prefer humans for quick interactions. Fun fact: there are more than 2,000 chatbot vendors.
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