Introducing the Access Digital Assistant
When you need help, your journey begins with the Access Digital Assistant. It guides you through answers, troubleshooting steps, and shares relevant help content, all designed to get you moving quickly and confidently.
If the assistant can’t resolve your issue, it will seamlessly hand things over to our human support team.
You can find the Access Digital Assistant for SHR in the bottom right of your screen, regardless of which tab you're on.
What is the Access Digital Assistant?
The Access Digital Assistant provides quick, automated answers to help you resolve questions efficiently. It can guide you through troubleshooting steps, offer tailored suggestions, and surface relevant help content.
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.
📌 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 start getting answers from the Access Digital Assistant, follow the steps below:
In SHR, click the Access Digital Assistant
icon.
Click Ask a question, then enter your query.
Review the guidance or open the suggested articles.
Let us know if it’s answered your question, or if you need further help.
Best practices for asking questions
Here are some tips on how to ask the questions that will get you the best answers:
Use the assistant within the product you need help with; guidance is tailored.
Keep questions short and clear.
Rephrase or break down complex issues if needed.
Start a new conversation for unrelated topics.
Avoid overly specific, personal-data-focused queries.
❌ Not recommended: Has John Doe logged in today?
✅ Recommended: 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 you’re routed to human support when needed.
Our Account Support experience
If you have queries about your account or contract with The Access Group, you can use our Account Support experience or 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.
Make a complaint.