📌Note: This update applies only to CSP-entitled users.
We strive to provide you with the best possible support. Over the last year, you may have noticed improvements in our in-app help features, designed to make it quicker and easier to get answers and updates.
We successfully launched the Access Digital Assistant and Support Live Chat within Access Collins, and starting the 15th of December, our customers will raise all support queries through our in-product assistant. The Customer Success Portal will no longer be used for case creation by our customers. Instead, customers can:
Ask and receive answers instantly.
Get in touch with our support team when human assistance is needed.
Get cases raised automatically if their query needs escalation - all without leaving the product.
What this means for you
Faster answers: Our new in-app messenger, powered by generative AI, gives you immediate access to helpful knowledge base answers, tips, and updates—all within the app.
Seamless support: If the Access Digital Assistant can't answer your query, a member of our support team will automatically take over, ensuring that you’re always in the right hands. You won’t need to manually create a case.
Continued human assistance: While we’re introducing this AI-driven experience to make support faster and more efficient, our dedicated support team remains as available as ever. If your query requires it, we’ll seamlessly escalate to a human representative who can assist you further.
Why we're making this change
Customer satisfaction is our highest priority, so we're always looking for ways to improve your experience. This includes a commitment to improving response times and providing the required support. We've tested this experience with a number of customers who found that most questions were resolved faster, and satisfaction rates were higher than ever.
By leveraging AI, we aim to provide a quicker path to resolution, but we also know some queries require a human touch, so our team is still available when needed.
How it works
To ask a question with the new assistant, follow the steps below:
Click the
Access Digital Assistant.Click Ask a question, then enter your query.
The Access Digital Assistant provides an answer, or escalates your issue to the team if required. If a case needs to be created outside of the chat, we’ll handle that for you.
We’re confident this improvement will make your support experience smoother and more efficient. We look forward to continuing to provide the highest level of support to you and your team.