{"id":13558,"date":"2020-10-11T13:35:13","date_gmt":"2020-10-11T09:35:13","guid":{"rendered":"https:\/\/techxmedia.com\/?p=13558"},"modified":"2025-04-17T23:54:51","modified_gmt":"2025-04-17T19:54:51","slug":"blue-prism-service-assist-automates-next-gen-contact-centers","status":"publish","type":"post","link":"https:\/\/techxmedia.com\/en\/blue-prism-service-assist-automates-next-gen-contact-centers\/","title":{"rendered":"Blue Prism Service Assist automates next-gen contact centers with AI"},"content":{"rendered":"\n<p>Addressing the increasing demands\u00a0of customer contact centers and call center agent productivity,\u00a0\u00a0Blue Prism\u00a0announced\u00a0 the availability of\u00a0<a href=\"https:\/\/www.blueprism.com\/product\/service-assist\/\">Blue Prism Service Assist<\/a>.\u00a0This 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.<\/p>\n\n\n\n<p>\u201cCustomer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we\u2019ve transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible,\u201d <strong>says Javier Magdalena, Director of <a href=\"https:\/\/techxmedia.com\/tag\/automation\">Automation<\/a> and Process Simplification, <\/strong><a href=\"https:\/\/vimeo.com\/463412400\"><strong>Telef\u00f3nica<\/strong><\/a>.<\/p>\n\n\n\n<p>Service Assist empowers contact center 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 center agents), Blue Prism\u00a0is poised to revolutionize today\u2019s contact center ecosystem by offering a complete end-to-end <a href=\"https:\/\/techxmedia.com\/tag\/automation\">automation solution<\/a>. These capabilities also include supporting attended <a href=\"https:\/\/techxmedia.com\/tag\/automation\">automation<\/a>, digital workforce orchestration as well as integration with AI and machine learning tools to accelerate customer services. The result is streamlined contact center operations, \u00a0increased \u00a0agent satisfaction, and\u00a0higher\u00a0customer satisfaction.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"460\" src=\"https:\/\/techxmedia.com\/wp-content\/uploads\/2020\/10\/calll_center_efficiency_facebook-inside.jpg\" alt=\"calll_center_efficiency_facebook-Blue-Prism-techxmedia\" class=\"wp-image-13563\" srcset=\"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/10\/calll_center_efficiency_facebook-inside.jpg 800w, https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/10\/calll_center_efficiency_facebook-inside-300x173.jpg 300w, https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/10\/calll_center_efficiency_facebook-inside-768x442.jpg 768w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/figure><\/div>\n\n\n\n<p>&#8220;Contact centers are the frontline of the customer experience,\u201d <strong>says Linda Dotts, Blue Prism\u2019s Chief Partner Strategy Officer<\/strong>. \u201cConsumers 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 minimization. This is where Service Assist comes into play.&#8221;<\/p>\n\n\n\n<h5 class=\"wp-block-heading\"><strong>Optimizing the Customer Experience<\/strong><\/h5>\n\n\n\n<p>With a business-led front end and an IT-governed backend,\u00a0Service Assist\u00a0offers contact center teams increased functionality and security while significantly reducing Average Handling Times (AHT) and improving First Call Resolution (FCR).\u00a0Service Assist\u00a0gives agents an efficiency boost in the following ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Supports end-to-end digital workflows by integrating and embedding Service Assist screens directly into the customer\u2019s choice of web-based agent interfaces\u00a0or broader CRM, ERP and BPM platforms.<\/li><li>No coding required\u2014if there is a change in the business process that a digital worker is performing, the change can quickly and easily be configured with minimal downtime.<\/li><li>Provides flexible architecture deployment options including on-premises, cloud or hybrid.<\/li><li>Execute drag and drop\u00a0simplicity with\u00a0<a href=\"https:\/\/digitalexchange.blueprism.com\/dx\/search\">Blue Prism\u2019s Digital Exchange (DX)<\/a> enables the add-in of intelligent <a href=\"https:\/\/techxmedia.com\/tag\/automation\">automation<\/a> and AI capabilities to automate processes.<\/li><\/ul>\n\n\n\n<p>\u201c2020 continues to be the perfect storm for change and disruption in the global contact center industry,\u201d<strong> says Paul Stockford, Chief Analyst at Saddletree Research<\/strong>.\u00a0\u00a0\u201cOur January 2020 survey of customer service professionals revealed that 12 percent of the industry was already focused on introducing AI-enabled <a href=\"https:\/\/techxmedia.com\/tag\/automation\">automation solutions<\/a> such as Blue Prism in 2020, joining the 16 percent of contact centers that have already deployed <a href=\"https:\/\/techxmedia.com\/tag\/automation\">automation<\/a>. 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 percent from 2020 to 2024.\u201d<\/p>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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.<\/p>\n","protected":false},"author":8,"featured_media":13562,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[9619],"tags":[525,2619,4196,2620,4195,4194,4193],"contributor":[],"class_list":["post-13558","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-top-stories","tag-automation","tag-blue-prism","tag-digital-life","tag-digital-workforce","tag-next-gen-contact-centers","tag-saddletree-research","tag-telefonica"],"featured_image_src":"https:\/\/techxmedia.com\/en\/wp-content\/uploads\/2020\/10\/Linda-Dotts-Blue-Prisms-Chief-Partner-Strategy-Officer.jpg","author_info":{"display_name":"Rabab","author_link":"https:\/\/techxmedia.com\/en\/author\/rabab\/"},"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/13558","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/comments?post=13558"}],"version-history":[{"count":0,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/posts\/13558\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media\/13562"}],"wp:attachment":[{"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/media?parent=13558"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/categories?post=13558"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/tags?post=13558"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/techxmedia.com\/en\/wp-json\/wp\/v2\/contributor?post=13558"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}