Saturday Admin

Personal Agents Will Drive More Contact Center Traffic Than They Offset

10/20/2026 · 1 min read

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This article challenges the notion that personal agents reduce contact center traffic, arguing they often initiate requests without full resolution. It suggests businesses must still complete these started interactions, potentially increasing overall contact center load.

Sources & Further Reading

www.salesforce.com

https://www.salesforce.com/news/stories/personal-agents-to-drive-more-contact-center-traffic/

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