Service Assist

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Digital Workers Graduate in customer service and support with CLEVVA

  • 1.  Digital Workers Graduate in customer service and support with CLEVVA

    Posted 08-23-2021 14:53

    As organizations return to a new normal across the globe, many are facing a new normal in terms of customer engagement. Retail Banks now need to ensure a smooth and responsive digital branch experience while the retail sector has seen the already aggressive e-commerce growth accelerate.

    Similar stories can be found across multiple industry verticals, but the consistent thread is the need to ensure companies are providing their customers with a contextually rich digital interaction that truly resolves complex requests and quickly addresses issues.  

                    CLEVVA + Blue Prism can help customers meet this challenge. With CLEVVA's Digital experts, Blue Prism can help customers bring automation to the front office and provide the end user with context rich and dynamic interactions. Typically, a human function, interpreting omni channel input and understanding complex rules to provide the customer with a response can often lead to increased call wait times, longer resolution time and lower customer satisfaction. CLEVVA + Blue Prism provide Digital sales and service experts to scale your front office team accurately and securely.

                    What is CLEVVA? CLEVVA is a web-based platform that allows low-code teams to author, maintain and deploy digital experts. These Digital Experts get initiated from within existing self service and staff-assisted interfaces and navigate customers and staff through contextually rich, complex and/or regulated front-office decisions and processes. They then pass resulting data and outcomes to the Blue Prism queue for processing.   

                    CLEVVA  + Blue Prism

    By removing friction points in front-office processing across all channels, CLEVVA combined with Blue Prism can;

    • Increase number of processes that can be automated end to end
    • Reduce the number of front office processes that require human expert intervention
    • Open up greater opportunities for Digital self service within regulated industries
    • Enable agents using Service Assist to field a wider range of call types with less training and support.

    Steven Stratford

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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