Blue Prism launches Service Assist to transform customer experiences

Addressing the increasing demands of customer contact centres and call centre agent productivity, Blue Prism has announced the availability of Blue Prism Service Assist.

The 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 is 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. The result is streamlined contact centre operations, increased agent satisfaction, and higher customer satisfaction.

“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.”

Paul Stockford, the Chief Analyst at Saddletree Research, further explained, “2020 continues to be the perfect storm for change and disruption in the global contact centre industry.

“Our January 2020 survey of customer service professionals revealed that 12 percent of the industry was already focused on introducing AI-enabled automation solutions such as Blue Prism in 2020, joining the 16 percent of contact centres that have already deployed automation.

“The pandemic, however, has caused a dramatic spike in demand for automated solutions, which now represent a market segment that is expected to reach a compound annual growth rate (CAGR) of 64.2 per cent from 2020 to 2024.”

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