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Blue Prism®
Service Assist
Reduce Average Handling Time by up to 75% with shorter wait times and call duration.
What is Blue Prism Service Assist?
Service Assist is a complete end-to-end automation solution that simplifies and guides customer interaction tasks, including gathering data from your back-office system databases, scheduling callbacks, updating customer records, initiating next best actions, and more.
Combine digital workers & call centers
Whether you integrate digital workers among your call center agent workforce, or within your virtual self-service channels, including chatbot, IVR and email to rapidly access previously unreachable information or automate manual, repetitive tasks, Service Assist can significantly shorten the resolution process.
What Service Assist can do for you
Speed to resolution
Fast start and fast assistance for agents. World-class, attended automation frees agents to do great things for your customers. With Service Assist, you can access multiple systems for faster access to customer data.
More intuitive service
Empower your agents with a dynamic UI. The simplified Service Assist agent interface provides a single screen with consolidated data and all the information and context agents need to provide a fast, consultative service.
Customer service revolution
360-degree view of the customer. Deliver personalized customer care with digital workers that gather information from various systems and databases in seconds and provide it directly to the customer or to an agent.
Improve your conversational AI
Increase containment for your virtual self-service channels. Combine your chatbots with Service Assist intelligent automation to increase containment by 30%. Digital workers connect the dots with your AI-powered virtual interfaces.
Customer next best action
Customer retention and revenue growth. With Service Assist, agents can access personalized advice based on past actions and information from different systems. They can also use advanced AI skills to predict and anticipate actions with pre-built, downloadable integrations from the Blue Prism Digital Exchange.
Automate ACW
Free up agent time for training or to increase productivity by automating after call work (ACW). With Service Assist, you can automate administrative tasks such as CRM updates, marking the call, assigning an agent for follow-up, and more.
Telefonica Significantly Reduces Call Handling Time with a Digital Workforce
Blue Prism digital workers process approximately 250,000 simultaneous customer calls each day, sometimes at a rate of 20 calls per second. Telefonica Spain employs nearly 600 intelligent digital workers, who complete many tasks on their own, enabling the call center agents to focus on higher value work.
Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we’ve transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible.”Director of Automation and Process Simplification, Telefónica.
DX Before You DIY
Building successful, intelligent automations takes time. Save yourself a step or two by visiting the Blue Prism Digital Exchange (DX). There, you’ll find AI and ML capabilities to transform your contact center’s and your customer experience. Look for the DIY Hours logo to estimate how much time you can save.
What's Next?
Learn how Blue Prism Interact can add more value to your Service Assist solution. Use Interact for human + digital worker process collaboration, for frontend work and exception handling.
