Blue Prism Service Assist

2021: AWS Integration Plan

On November 16, 2021, Blue Prism and Amazon announced a multi-year strategic cooperation agreement to transform intelligent automation techniques at enterprises. Both organizations will join forces to create operational flows that support industry use cases. The Blue Prison On Demand offer, which will be available at AWS Marketplace in 2022. More details here.

2020: Service Assist View

Blue Prism on October 8, 2020 introduced Service Assist, automated contact centers with an AI-based Digital Workforce to transform the customer experience.

This offering provides a single, comprehensive, real-time view of all customer interactions, helping to free up employees for faster, more responsive and engaged customer service.

Service Assist extends the capabilities of contact center operators by automating system tasks that simplify and direct client interaction tasks such as searching databases, scheduling callbacks, and updating customer records. Providing a secure, scalable, and centrally managed digital workforce (robots that act as digital assistants to contact center operators).

Capabilities also include automation support, Digital Workforce layout, and integration with AI and machine learning tools to accelerate customer service. This leads to optimizing the efficiency of the contact center and increasing the satisfaction of both operators and customers.

Contact centers are at the forefront of customer experience, "says Linda Dotts, director of partner strategies at Blue Prism. - Customers want their communications with virtual channels and live operators to be seamless. But all customer support teams face challenges such as legacy systems, high staff turnover, remote operator operations, and cost savings. This is where Service Assist comes into play.

With a business-oriented frontend and managed IT backend, Service Assist offers contact center teams increased functionality and security while significantly reducing average issue time (Average Handling Times (AHT)) and improving First Call Resolution (FCR). Service Assist enables operators to improve performance in the following ways:

• Support end-to-end digital workflows by integrating and embedding Service Assist screens directly into client-selected operator web interfaces or CRM, ERP, and BPM platforms.
• No need for programming - When a digital worker changes the business process, adjustment can be done quickly and easily with minimal downtime.
• Flexible architecture deployments, including local, cloud, or hybrid deployments.
• The ease of using Blue Prism's Digital Exchange (DX) allows you to add intelligent automation and artificial intelligence capabilities to automate processes.