Service Assist

last person joined: 22 days ago 

This community covers all Blue Prism offerings for Service Assist.

Journey with BP Service Assist in the contact center

  • 1.  Journey with BP Service Assist in the contact center

    Posted 08-31-2021 10:43

    Journey ( has tackled security, privacy and CX challenges with its award-winning Trusted Identity Platform and “zero Knowledge” network, which fundamentally solves for the lack of an identity layer on the internet.  

    In an omnichannel contact center, it is difficult to be sure your customer is really who they say they are. Bad actors are more active and innovative than ever, so the old ways of establishing trusted identity (username, passwords, silly questions) are completely inadequate and have a terrible customer experience. Journey’s secure and privacy-preserving user authentication coupled with Blue Prism’s Service Assist seamlessly verifies the digital identity from the back office to the front office, enabling fast and virtually frictionless customer experience. Use cases include authenticating customers as they call into a business using facial biometrics or mobile app, verifying identity through Driver’s License analysis and validation with Department of Motor Vehicles for applications for loans, insurance, etc. and finally keeping payments or other transactions secure inside of Journey’s zero knowledge network.   

    More information about Journey and Blue Prism Service Assist on Showpad.  If you want to discuss Journey or have questions that need a live discussion please reach out to either Satish Shenoy or Rachael Burgon. 

    Satish Shenoy
    Technology Alliance Partners

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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