Who is Mason?
Mason is our intelligent AI voice agent designed to make your support experience faster and more convenient. Mason is not a human, but it’s smart, friendly, and ready to help you with common questions and tasks.

Why are we using an AI voice agent?
We introduced Mason to reduce wait times and provide instant answers to frequently asked questions. This means you can get help quickly without always needing to speak to a human agent.

What can Mason help with?
Mason can answer a wide range of questions, including:

• Login and password issues
• Multi-Factor Authentication (MFA) setup and troubleshooting
• Account merges and profile updates
• Document upload guidance
• General onboarding and portal navigation

What happens if Mason can’t resolve your issue?
If Mason can’t fully resolve your query, it will collect a few details to make sure our team understands your issue before transferring you to a human agent.

If no human agent is available:
Mason will securely pass your information to our support team, who will call you back as soon as possible.