Note: A go-live date will be added to this article once established.
Overview
Access Evo support is transitioning from a Salesforce-based, divisional case management model to a centralised, AI-first support experience powered by Intercom. The change affects the customer-facing entry point, the internal tooling used to manage queries, and the team structure responsible for first-line support.
Current State (Pre Go-Live)
Customer Journey Today
Customer logs into the MyAccess portal.
If they are a designated support contact, they select Access Evo.
They are redirected to the Customer Success Portal case form.
They complete the form with details of their question or issue.
The case is submitted and routed into Salesforce.
Salesforce case assignment logic routes the case to the relevant divisional Evo inbox.
The divisional team picks up and works the case.
Current Internal Structure
Each divisional team has a dedicated Evo inbox in Salesforce.
Case routing is handled automatically by Salesforce assignment rules.
There is no AI triage layer - all cases go directly to a human team.
Future State (Post Go-Live)
Customer Journey After Change
Customer logs into the MyAccess portal - no change here.
They select Access Evo as the product they need help with- no change here.
Instead of being redirected to a case form, an Intercom digital assistant appears - this is a tailored experience built specifically for Access Evo.
The AI assistant attempts to resolve the query using content from the Access Evo Help Centre.
If the AI cannot resolve the query, there is a seamless handover to a human agent.
The human agent is part of the central CXT team, working from a dedicated Access Evo Intercom workspace.
Note: The customer-facing entry point is unchanged. Customers still use MyAccess and still select Access Evo - the change happens after that point and should feel like a natural, improved experience.
New Internal Structure
A single central CXT team provides first-line support for all Access Evo queries.
The CXT team operates from a dedicated Intercom workspace - not Salesforce.
Divisional Evo inboxes in Salesforce will be retired.
AI handles initial triage; human agents only receive conversations the AI could not resolve (or where the customer requests a human).
Side-by-Side Comparison
Dimension | Current State | Future State |
Customer entry point | MyAccess portal | MyAccess portal (unchanged) |
Product selection | Select Access Evo → Customer Success Portal | Select Access Evo → Intercom digital assistant |
Case submission | Manual case form completion | Conversational AI interaction |
First-line triage | None - direct to human team | AI assistant |
Human escalation | Divisional team Salesforce inbox | Central CX team via Intercom |
Support model | Divisional (multiple team inboxes) | Centralised (one CX team) |
Primary tooling | Salesforce | Intercom |
Routing logic | Salesforce case assignment rules | Intercom routing within CX workspace |
Key Concepts Explained
Intercom Digital Assistant
A conversational AI interface embedded within the MyAccess portal experience. It is configured specifically for Access Evo and uses Help Centre articles to answer customer queries automatically before involving a human agent.
AI-First Support
The AI assistant is the first point of contact for every query. It attempts to resolve the issue using Help Centre content. Only when it cannot help - or the customer requests a human - is the conversation handed over to the CX team.
Seamless Human Handover
When the AI escalates a conversation, the customer does not need to repeat themselves. The full conversation context is passed to the CX team in Intercom, enabling a smooth, informed handover.
Dedicated Intercom Workspace
The CX team works from a workspace in Intercom that is configured exclusively for Access Evo support. This ensures the right routing, SLAs, and agent experience for Evo queries.
Frequently Asked Questions
Will customers notice a big difference?
The MyAccess login and product selection steps are identical. The change is in what happens next - instead of a form, they get an interactive assistant. For many customers, their query will be resolved faster without needing to wait for a human agent.
What happens to cases already open in Salesforce at go-live?
In-flight cases will be managed through a transition process. Details will be communicated separately ahead of go-live.
Who do I contact if a customer has a problem with the Intercom experience?
First of all you should check that the customer has been added as a Support Contact on their Evo entitlement. If they have, then please start a chat with the team using the Messenger in the lower-right corner.
Does this change affect other Access products?
No. This change is specific to Access Evo. Other products continue to use their existing support channels.
What if the AI gives a wrong answer?
Customers can always request a human agent. Feedback on AI responses will be monitored by the Digital Support team to continuously improve Help Centre content and AI configuration.