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Announcing Blue Prism Service Assist for AWS

  • 1.  Announcing Blue Prism Service Assist for AWS

    Posted 06-03-2021 13:22

    Blue Prism's journey to the cloud continues with of Blue Prism Service Assist for Amazon Web Services (AWS) – a comprehensive, no-code, intelligent automation contact center solution that combines intelligent digital workers and native AWS services so enterprises can deliver faster, more efficient, and more engaging customer experiences.

    Blue Prism Service Assist for AWS is a powerful offering that combines Amazon Connect and Amazon ElastiCache with Blue Prism Service Assist for a scalable, comprehensive, cloud-based contact center offering.

    Optimized for quick deployment and extensible with Amazon Connect, the Service Assist for AWS solution is available in AWS Marketplace and is pre-configured to simplify and speed deployment for Amazon Connect customers to augment their capabilities with Blue Prism's digital workforce. 

    • Blue Prism Service Assist connects Amazon Connect to any front-office and back-office systems, including cloud and previously inaccessible legacy mainframes. Service Assist's unique architecture enables digital workers to simultaneously multi-task and support agents with attended automation, freeing them from repetitive tasks and allowing them to focus on creating better customer experiences.
    • The native integration with Amazon ElastiCache ensures that enterprise data is available nearly real-time to digital workers to further speed up automation. Benefits include reduced average handling times (AHT) and abandon call rates, improved average speed of answer (ASA) rates, more calls handled per agent, decreased agent turnover, and reduced operating expenses.

    Enterprises can also add powerful AWS artificial intelligence (AI) and machine learning (ML) services to  workflows. Blue Prism has a complete library of native integrations with Amazon Textract, Amazon Rekognition, and Amazon Comprehend for out-of-the box integrations. Organizations can quickly scale cognitive workflows and easily add intelligent document processing, computer vision, and natural language processing.

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    Amy Lemen
    Senior Product Marketing Manager, Cloud
    Blue Prism
    America/Chicago
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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.
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.