Service Assist

last person joined: 22 days ago 

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  • 1.  Call back process from chat

    Posted 10-13-2021 16:30

    Need automation ideas to implement a call back process with avaya softphone from a chat tool.

    Our chat gets disconnected often with the customers resulting in  a bad customer experience. In order to reach back the customers we need a small automation to call back the customers to reach them quickly.

    Please share ideas for the possibilities to run a automation from a training blue prism tool.

    Arun Kumar S

  • 2.  RE: Call back process from chat
    Best Answer

    Posted 10-14-2021 06:10
    Hi Arun,

    I hope you are getting the customer details at the beginning of the chat experience and storing it somewhere. if there is an event triggered when there is a un graceful disconnect the event can be used as the trigger for initiating the call back using an exposed Blueprism process/ Azure functions.

    I'm not familiar with softphone hence not sure how far it can be automated

    Jerin Jose
    Technical Product Owner
    *"If you find this post helpful mark it as best answer, .*

  • 3.  RE: Call back process from chat

    Posted 10-14-2021 11:45
    Thank you for the reply, do we have any automation to call the customer back and leave a voice mail that we will reach back shortly.

    Arun Kumar S

Welcome to the Service Assist Community!

The community for Contact Center and other Front Office RPA discussions. This community is focused on helping you to get the most out of Service Assist and solving your business challenges. Please feel free to ask questions, share your experiences, and get stuck in!

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Service Assist is a highly secure, scalable enterprise automation solution designed for contact centers. The solution provides a complete automation layer inside your contact center ecosystem. It is enabled by the Blue Prism Digital Workforce – a pool of software robots that act as digital assistants to contact center agents and virtual channels, accelerating end-to-end digital customer service. Digital workers seamlessly communicate with agents, back office systems and across chatbots, web forms, IVRs and other CX tools to accelerate customer interactions. The agents are also provided a 360-degree view of the customer across multiple channels and interactions. With Service Assist, your agents can view the most updated information in one place, make sound and strategic decisions, and delegate the task to the digital worker for completion.
Many, or almost all, current suppliers have a per agent or service worker price. This is called “per desktop pricing”. But RPA digital workers are not talking to end user customers and serving them. Why should they be priced on a per desktop basis? This is like paying agents based on the number of end user customers of the business. In a B2C businesses, this will quickly become a very large number. Blue Prism Service Assist digital workers have no per agent desktop price. They are priced based on the number of digital workers and that is a function of how much work needs to be done. This is a much more friendly pricing model as the size of the service force gets larger or as the customer scales up their solution.
Please contact your Blue Prism sales representative for more information on Blue Prism Service Assist.
Service Assist 2020.2 is compatible with Blue Prism versions 6.7, 6.8, 6.9 and 6.10.
Known issues for the latest version of Service Assist can be found here.
Service Assist requires a paid license to run. For a trial or demo, please get in touch with our sales team.
More information is available on the Service Assist portal page and in the online help.

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