Addressing the increasing demands of customer contact centres and call centre agent productivity, Blue Prism has announced the availability of Blue Prism ‘Service Assist.’
This new offering delivers a real-time, unified 360-degree view of all customer interactions helping free up agents so they can be more responsive, empathetic and engaging, to better serve customers.
‘Service Assist’ empowers contact centre agents by automating system tasks that simplify and guide customer interaction tasks including searching databases, scheduling callbacks, and updating customer records.
By providing a secure, scalable and centrally-managed digital workforce (robots that act as a digital assistant to contact centre agents), Blue Prism said it was poised to revolutionise today’s contact centre ecosystem by offering a complete end-to-end automation solution.
These capabilities also include supporting attended automation, digital workforce orchestration as well as integration with Artificial Intelligence and machine learning tools to accelerate customer services.
“Contact centres are the frontline of the customer experience,” said Linda Dotts, Blue Prism’s Chief Partner Strategy Officer.
“Consumers today are demanding that all modes of interaction are seamless between virtual channels and live agents, but all customer support teams face challenges, including legacy systems, high staff attrition, at-home agents and cost minimisation. This is where Service Assist comes into play.”
