When Blue Prism announced its new Service Assist solution in October of 2020, the company stated that it new offering would automate next-generation contact Centers with an artificial intelligence-powered digital workforce that it hoped would transform the customer experience. The solution, according to the company, would deliver 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.
"Contact centers 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 minimization. This is where Service Assist comes into play."
To make Service Assist available to a wider range of customers, Blue Prism has announced that Blue Prism Service Assist is now available via Amazon Web Services (News - Alert) (AWS), making it a code-free contact center automation solution that combines smart digital workers and AWS proprietary services so businesses can deliver more efficient and engaging customer experiences. The announcement comes as Blue Prism has sought to deepen its relationship with AWS.
“Service Assist for AWS combines intelligent automation and multiple API integrations with AWS for a solution that enables Blue Prism digital workers to support and accelerate contact center transformation by retrieving customer information instantly and nearly in real time on every call received,” said Madhu Raman, AWS Global Head of Intelligent Automation, in a statement.
Businesses can also add AWS artificial intelligence (AI) and machine learning (ML) services to customer workflows. Blue Prism has a library of native integrations with Amazon Textract, Amazon Rekognition, and Amazon Comprehend for out-of-the-box integrations. Organizations can extend cognitive workflows and add intelligent document processing, computer vision, and natural language processing.
“Consumers want a more personalized and engaging digital experience, end-to-end, and don’t want to be put on hold,” said Linda Dotts, director of partner strategy for Blue Prism. “Service Assist for AWS streamlines contact center operations to enhance the experience and help businesses create value with every customer interaction.”