Here are some statistics that ChatGPT found online that reinforce the statement "customers expect businesses to know the right information before a conversation":
According to a survey by HubSpot, 72% of consumers say that having their past interactions with a company accessible to a service rep would make them feel more valued.
In a survey by Salesforce, 60% of customers said that it's important for a company to have information about their purchase history when they contact customer service.
According to a report by Forrester Research, 89% of customers expect a company to understand their problem and have relevant information available to address the issue during a customer service interaction.
A survey by Accenture found that 68% of customers believe that the company they are dealing with should already have the information they need, rather than having to repeat their information multiple times.
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