Blue Prism Service Assist Delivers AI & Automation

The contact center is your customer service hub, bringing together people, processes and technology to further long lasting customer relationships. When operations align, callers are addressed efficiently – regardless of channel – and each interaction adds to loyalty.

Today, Blue Prism announced Blue Prism Service Assist, a service that promises improved average call handling times (AHT), enhanced first call resolution (FCR), user friendly configuration and increased interaction visibility.

"Contact centers are the frontline of the customer experience," says 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 minimization. This is where Service Assist comes into play."

The Blue Prism Service Assist takes scheduling callbacks, searching databases and updating customer records off of agents’ plates with automation and AI. Over time, management can easily add new capabilities through a user-friendly drag and drop menu. There is no coding required for deployment or configuration, embeds and integrates with most popular ERP, BPM and CRM solutions.

In addition, call centers have the option of on-premises, cloud or hybrid deployment.

The world has changed, and contact center solution providers continue to meet the demands of organizations across the globe.

What’s in your contact center?

Edited by Maurice Nagle