DFAS to Upgrade Voice-Enabled Technology
The Defense Finance and Accounting Service (DFAS) plans to field a significant upgrade of its voice-enabled technology for customer service this fall. The technology will offer an automated agent around the clock, seven days a week. Retirees and annuitants will have the option to speak to a live service representative during normal work hours. The service will begin with limited functionality such as mailing address changes, bank address changes and automated 1099R requests. In another customer service improvement, customer service representatives will have enhanced account information to help them provide better service to customers who choose to speak to a live agent. 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.