Voice-enabled technology is coming to our Customer Service Center

DFAS is currently engaged in a significant upgrade of its customer service capabilities. 

In the fall of 2006, DFAS will be introducing voice-enabled technology in its customer service center.  This service will provide the capability to speak with an automated agent around the clock, seven days a week.

Retirees and annuitants will always have the option for a live service representative during normal work hours, but this feature will allow customers to perform self service on some of the more routine inquiries even after hours. 

The service will begin with limited functionality such as mailing address changes, bank address changes and automated 1099R requests. DFAS plans to expand this voice capability to other routine account maintenance/document request items. 

Customers will require a myPay Personal Identification Number (PIN) to utilize these features. New users or customers who need a new myPay PIN can request one by calling (800) 321-1080.

Other customer service improvements include providing Customer Service Representatives with enhanced account information to help them provide better service to those customers who choose to speak to a live agent. A call recording system is also being implemented for quality assurance and training purposes.