What is the Access Digital Assistant?
The Access Digital Assistant is an AI-powered virtual support tool available within the MyAccess Portal. It guides you through answers, troubleshooting steps, and relevant help content. If the Assistant cannot resolve your issue, it will pass your query to the support team.
The Access Digital Assistant can help with:
Common questions.
Troubleshooting steps.
Product guidance.
Relevant help content.
The Access Digital Assistant is only available to named Support Contacts in your company. If you are not a named Support Contact, you may still have access to the Assistant, but the experience may differ from what is described in this article.
đ Note: If your query relates to your Access account, contract, or invoices, raise this via the Account Support assistant instead.
Key benefits
By using the Access Digital Assistant, your support experience is enhanced with these key benefits:
Instant answers: Get immediate support for common questions.
Direct help access: Jump straight to relevant help content.
Available 24/7: Get support whenever you need it.
Easy escalation: Move smoothly to human support when required.
đ Note: If you need to speak to the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they'll respond as soon as they're back online.
Use the Access Digital Assistant
To use the Access Digital Assistant for [Product] on MyAccess Portal, follow the steps below:
In MyAccess, under Need Help? Click Ask a question.
Click Select a product, then select the product your question is for.
The Access Digital Assistant opens in the bottom right of your screen.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know if itâs answered your question, or if you need further help.
Tips for getting the best answers
Follow these tips to get the most relevant responses from the Access Digital Assistant.
Use the Assistant within the product you need help with â guidance is tailored to that product.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid queries that include personal data.
For example, instead of asking 'Has John Doe logged in today?', ask 'How do I check user login history?'
Provide feedback
At the end of your conversation, the Access Digital Assistant will ask whether your question was answered. Your feedback helps us improve both the assistant and our support experience. It also ensures youâre routed to human support when needed.
View support tickets
If the Access Digital Assistant escalates your query to the support team, they will convert your conversation into a ticket. Follow the steps below to view and manage your tickets.
In the Access Digital Assistant, click the Tickets icon
.
Select a ticket to review it.
To reply, select a ticket, then type your message at the bottom.
To download a transcript, click the three-dot menu, then select Download transcript.
đ Note: If you do not see the Tickets icon, you do not have any open tickets.
Further support
Your Customer Success Plan determines which support channels are available to you.
Named Support Contacts on any Customer Success Plan level can use the Access Digital Assistant.
Customers on a Standard or Premier Customer Success Plan may have access to additional support channels.
đ¤ Tip: If you are not a named Support Contact, your internal named contact can use the Access Digital Assistant on your behalf.
If you need to contact the support team outside normal hours, the Access Digital Assistant will pass your query to the team, and they will respond when they are back online. Response times outside normal hours may vary depending on your Customer Success Plan.
Our Account Support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience for support on a range of topics, including:
Obtaining invoices and account statements.
Making remittances.
Understanding the account reconciliation process.
Setting up a direct debit.
Managing purchase orders and invoices.
Requesting company name changes.
Updating addresses or contact details.