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The solution offers AI-integration ready automation to boost performance and reduce costs.

Blue Prism has announced the availability of Blue Prism Service Assist. This is a solution aimed at automating next generation contact center operations.

The new product “delivers a real-time, unified 360-degree view of all customer interactions,” according to the company. This helps “free up agents so they can be more responsive, empathetic and engaging, to better serve customers.”

Service Assist automates system tasks that simplify and guide the customer interaction process. This includes searching databases, scheduling callbacks, and updating customer records.

The platform provides a secure, scalable and centrally managed digital workforce. It employs robots that act as a digital assistant to contact center agents. In this way, Blue Prism offers a complete end-to-end automation solution, according to the company.

Related: Robotic Process Automation (RPA) is booming, what can you do with it?

Ready for AI integration

These capabilities also include supporting attended automation and digital workforce orchestration.

Service Assist also offers integration with AI and machine learning tools to accelerate customer services. Blue Prism’s Digital Exchange (DX) enables the add-in of intelligent automation and AI capabilities to automate processes. The solution thus delivers streamlined contact center operations, increased agent satisfaction, and higher customer satisfaction.

“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,” she said. “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.”

Service Assist offers contact center teams increased functionality and security, according to Blue Prism. It does this while significantly reducing Average Handling Times (AHT) and improving First Call Resolution (FCR).

Users can configure changes to the business process quickly with no coding needed. This reduces downtime. Service Assist also provides flexible architecture deployment options including on-premises, cloud or hybrid.