Service Assist

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Contact Center Transformation Vision and Ecosystem

  • 1.  Contact Center Transformation Vision and Ecosystem

    Posted 07-19-2021 02:11
    Let's take a step back (out of the finite details of Service Assist) for a minute and take a bird's eye view of contact centers and potential for transformation.  You could even call this "customer experience transformation" because taking a larger view shifts the focus to "How do I transform and optimize the experiences for my customers?" This then impacts and optimizes the experiences of the contact center representatives and the work that they do.  

    Technology has changed the way that consumers interact with businesses and with eachother.  New generations expect more innovation out of technology and want more options than just having to call a contact center to get things done.  Some generations don't even like to talk on the phone and would prefer other means of communication for issue resolution.  

    Our vision of Customer Experience transformation includes 3 areas of focus to channel communication from consumers to businesses.  
    • Deflect customer requests by offering multiple channels
    • Contain contacts within digital channels offering Self Service
    • Engage contacts more efficiently in any channel
    Three
    Within these areas of focus, Blue Prism has an ecosystem of Technology Alliance Partners (TAP; with assets on the Digital Exchange) to provide solutions that integrate with Blue Prism Digital Workers and Blue Prism Service Assist.  These TAP partnerships shown in the top box below can be deployed on top of any existing contact center technologies (some examples shown in the bottom of the image below). 

    Ecosystem of TAP partners and CC technology in the transformation categories of Deflect, Contain and Engage.


    This is by no means an exhaustive list and we are adding new partners and integrations regularly to allow the freedom of choice for Blue Prism customers.  What areas are you focusing on for transforming the contact center or the customer experience? 




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    Rachael Smith
    Solution Engineer
    Blue Prism
    America/New_York
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FAQs

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.
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More information is available on the Service Assist portal page and in the online help.

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