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Blue Prism Launches Service Assist, for Contact Centers.

  • 1.  Blue Prism Launches Service Assist, for Contact Centers.

    Posted 10-15-2020 07:42

    Service Assist is a digital workforce that provides attended automation and end-to-end digital services inside today's contact center ecosystem. It delivers the power of intelligent automation to customer contact centers helping free up agents, so they can be more productive, responsive, empathetic and engaging, to better serve customers.

    What can you do with Service Assist?

    • Integrate into other Agent desktops/CRM and web based ITSM tools like Salesforce, ServiceNow, and many other leading Contact Center solution providers
    • Integrate with Chatbot, web, mobile and IVR self-service
    • Gain 360-degree view of customer with pre-fetch information to feed context to agents
    • Retrieve data, update systems, from multiple back-end systems simultaneously
    • Update customer records instantly and automatically
    • Analyze and validate data, structured and unstructured
    • Scale to support thousands of agents and millions of customer interactions with a centralized digital workforce
    • Enhance your workflows with AI/ML including speech analytics, next best action, sentiment analysis NLU/NLP and more

    Why Service Assist?

    Service Assist empowers contact center agents by automating system tasks with a dynamic attended automation GUI that simplifies and guides the customer interaction tasks including searching databases, scheduling callbacks, and updating customer records.

    • With a business-led front end and an IT-governed backend, Service Assist offers contact center teams increased functionality and security while significantly reducing Average Handling Times (AHT) and improving First Call Resolution (FCR).

    Find out more

    Izak Bester
    Solutions Consultant
    Blue Prism