We'll soon be introducing improvements to the way you contact support. These changes will make it quicker and easier for you to get help, including the introduction of AI‑powered support and chat functionality.
What’s Changing?
Instead of completing a form to submit to support, you will be connected to the Access Digital Assistant, an AI‑powered virtual support tool in the MyAccess portal.
The Digital Assistant will guide you through your query and provide real‑time support. If your issue requires further assistance, you will be seamlessly transferred to a member of our support team.
How the new experience works
1. Access the MyAccess portal
Log in to the MyAccess portal, using the same username and password as for the Customer Success Portal.
Click Ask a question.
Click Select a product.
Choose the product you require assistance with, that is ChangeGPS.
Once the Digital Assistant has opened, click Ask a question.
2. Interact with the Access Digital Assistant
You'll now be taken to a chat with the Access Digital Assistant.
The Assistant can help with:
Common questions
Troubleshooting steps
Product guidance.
It provides quick, accurate responses and is available at any time.
3. Escalation to a support specialist
If your query can't be resolved by the Digital Assistant, you will be transferred to a support specialist.
The specialist will receive the details of your conversation so far, so you won't need to repeat information.
Why this change is being introduced
We are making this improvement to:
Speed up the time it takes to get help
Remove the need to complete support forms
Provide instant answers where possible
Ensure a faster handover to a human expert when needed
This upgrade is part of our ongoing commitment to making your support experience simpler and more efficient.