Service Assist

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🎉Introducing Service Assist 2021.1🎉

  • 1.  🎉Introducing Service Assist 2021.1🎉

    Posted 18 days ago

    It's been an eventful few months here at Service Assist HQ as we have been preparing for the launch of the latest version of Service Assist - 2021.1 - which was released 8th April.

    We've kept true to our original aim of offering a hugely scalable RPA interface for Customer Service Agents and added a little more of the good stuff, and a smattering of new features which we think you'll enjoy:

    • Architectural Updates to improve scalability which have been proven to run at well over 200k calls a day without breaking a sweat
    • DirectURL, which allows IT teams to embed Service Assist into any web UI to augment existing systems with Digital Worker capabilities - including into customer-facing systems for that all important Self-Service
    • Upgrades to user management including enhanced SSO and Active Directory integrations to set up agents with the right level of permissions without the IT overhead
    • A toolbox of additional deployment options including support for MySQL8, Kubernetes (V3+), Ubuntu, and Amazon ECS
    • And, most importantly, Emoji Support 😃😃😃

    For a full run-down of What's New, get in touch with our team who will be happy to show off our very latest! Alternatively, the latest version of Service Assist is now available to download here.



    ------------------------------
    James Wood Solutions Product Manager
    Blue Prism
    ------------------------------


  • 2.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 3 days ago
    Hi, James,

    I installed it but I can't make it work. There is no error in the log file but my api server is continuously restarting which should be due to invalid license file but no error detected in the log file. Who can help me?

    Thanks.

    Regards,

    Zdenek

    ------------------------------
    Zdeněk Kabátek
    Head of Professional Services
    NEOOPS
    http://www.neoops.com/
    Europe/Prague
    ------------------------------



  • 3.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 3 days ago

    Hi Zdenek

    We've just updated our internal licence - came through about two weeks ago.

    Do you have this updated version? If not I will forward it on.

    I've also forwarded this on to someone who would be able to help if this is not the issue.

    Thanks

    James



    ------------------------------
    James Wood Solutions Product Manager
    Blue Prism
    ------------------------------



  • 4.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 3 days ago
    Hi, James,

    I don't know ;). I received the license file on 26th April. Is there any way how to identify whether it is correct license?

    Regards,

    Zdenek

    ------------------------------
    Zdeněk Kabátek
    Head of Professional Services
    NEOOPS
    http://www.neoops.com/
    Europe/Prague
    ------------------------------



  • 5.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 3 days ago
    Hi

    It does appear that the licence may have expired.  Is this something you can check?

    If the license file is incorrect, the API docker container will continually report "Restarting" and the API docker container logs will show errors (e.g. EVP_DecryptFinal_ex failed). The correct license file called license.lic must be placed in the /var/local/<api url="">/config directory.

    </api>If the above doesn't work, can you raise a ticket for us to help you further please?

    ------------------------------
    Marc Church
    Senior Software Support Analyst
    Blue Prism
    Europe/London
    ------------------------------



  • 6.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 3 days ago
    Hi, Marc,

    all right. I raised the ticket.

    Thanks.

    Regards,

    Zdenek

    ------------------------------
    Zdeněk Kabátek
    Head of Professional Services
    NEOOPS
    http://www.neoops.com/
    Europe/Prague
    ------------------------------



  • 7.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 2 days ago
    Hi, James,

    I have a client with a following request and I believe that SA can handle that through DirectURL as described above but I want to be sure.

    The idea is that a vendor is authenticated through 2FA to a client portal. In the client portal there is a link to Service Assist to open a form. So when a vendor clicks on the form no authentication is required and, furthermore, the form can be pre-populated with data which are related to the vendor details.

    Thanks for clarification.

    Regards,

    Zdenek

    ------------------------------
    Zdeněk Kabátek
    Head of Professional Services
    NEOOPS
    http://www.neoops.com/
    Europe/Prague
    ------------------------------



  • 8.  RE: 🎉Introducing Service Assist 2021.1🎉

    Posted 2 days ago
    Hi Zdenek

    I've just copied this into a new thread and I'll try and get you an answer there - Embedding Service Assist into Client Portal | Service Assist (blueprism.com)


    ------------------------------
    James Wood Solutions Product Manager
    Blue Prism
    ------------------------------



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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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 v6.7.3 and v6.8.1.
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.

Service Assist: Your Contact Center Superpower

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