Additional SAMI Virtual Agent Upgrades

On June 16, OIRT announced a series of upgrades to the virtual agent used for SAMI Service Desk phone support. That update introduced changes to make the agent more conversational, with additional improvements planned. Today, we are announcing the second upgrade.

Starting June 24, the virtual agent will ask whether your inquiry relates to one of the three most common support requests:

• Resetting your FDU NetID password
• Receiving a bypass code or other assistance with Duo multifactor authentication
• Getting back into a locked or disabled account

After the virtual agent completes standard identity verification, you will hear the following prompt:

Before we get started, let me see if I can quickly point you in the right direction. What are you calling about today? Say ‘Password reset’ if you need help resetting your FDU NetID password. Say ‘Multifactor Authentication’ if you are calling about a bypass code or Duo multifactor authentication. Say ‘Locked account’ if your account has been locked or disabled. Or say ‘Different question’ if your reason for calling is not listed here.

This feature is expected to improve the virtual agent experience for these common support needs and help callers reach a live agent more quickly when needed.

Another upgrade is already in progress. We will share an update as soon as it is ready to implement.

See also