ViViAN - Identity Theft Resource Center

Meet ViViAN! Smart Comprehensive Helpful Available

ViViAN, the Virtual Identity Theft Assistant.

Identity theft doesn’t just happen between the regular 9–5 working day. That’s why we created ViViAN, your helpful chatbot who can assist you after hours when you’re not sure where to start.

ViViAN was produced by the ITRC as awarded by the Office for Victims of Crime, Office of Justice Programs, U.S. Department of Justice. In partnership with SAS Institute through utilizing the technology of SAS Viya®, ViViAN is the ITRC’s artificial intelligence chatbot designed to provide basic after-hours identity theft victim assistance support. ViViAN speeds-up access to the information and services you need to respond to your identity concerns.

When should I use ViViAN?

Whether your personal information is exposed in a data breach, your identity is misused by a cyberthief, or you just want to know what to do if your wallet or purse is lost, ViViAN provides trusted, credible, and customized help when you need it most.

You might need ViViAN at other times, too:

  • Someone is misusing your bank or other financial accounts

  • You may have given your personal information to a cybercriminal by email, text, or social media

  • You tried to file taxes but were rejected because someone has already filed with your information

  • You received a medical bill for services you did not receive (prescriptions, healthcare, etc.)

  • You received a court summons for or were alerted by law enforcement about a crime committed in your name

  • A cybercriminal is misusing the personal information of a family member

ViViAN is capable, see how!

Perks of ViViAN

Timely Service

ViViAN is the first line of communication when you are seeking help from the ITRC using our live chat feature after-hours, allowing you to learn the first steps to take to begin resolving your concerns as soon as possible. ViViAN also allows you to receive immediate virtual assistance during high-impact events where the contact center’s high call volume may create delays in reaching an expert advisor for identity theft victim assistance.

One-of-a-Kind

ViViAN has a unique focus on being kind and knowledgeable. ViViAN provides helpful virtual assistance and guidance throughout the learning and resolution process. Our chatbot is also designed to address multiple common scenarios and to help you feel comfortable throughout the process of identifying your issue and helping to resolve it.

Not the End of the Road!

With many chatbots, you may feel like you cannot talk to a live person. ViViAN is not the “end of the road,” but rather, it can be the start of your journey to recover control of your identity. ViViAN gives you immediate support, but if you cannot get your questions answered by ViViAN, you can transfer to a live expert advisor. Everyone who reaches out to ViViAN also receives a follow-up from an expert advisor to ensure your needs are met.

What’s Next?

If ViViAN cannot answer your questions or you need additional support, our live expert advisors are available Monday-Friday 6 a.m. PST – 5 p.m. PST to help you by live chat or toll-free phone 888.400.5530. After you’ve connected with ViViAN for virtual assistance, one of our expert advisors will contact you to make sure you got the information or assistance you needed.

Testimonials

Dear ITRC, Thank you for your excellent service today. You helped me so much! You have a wealth of knowledge. A tremendous help for me going forward. I have been speaking to several different agency’s and their representatives, and I feel you are at the top as far as excellent customer service.

You helped me to research to clear my name from identity theft. We were successful and the issue has been closed I wish to thank you very much for your support.

We’ll help you along the way

The ITRC’s expert advisors stay connected with you and provide identity theft victim assistance until you say, “I’ve got this!” That could be one call, or it could be regular calls for months. Our expert advisors share when they are available, if they will be out of the Contact Center, and which expert advisor can help in their place.

The ITRC is respected as an innovator in the use of technology for victim-services. ViViAN furthers the ITRC’s mission of empowering and guiding consumers, victims, businesses, and government agencies to minimize risk and mitigate the impact of identity compromises and crimes.

This product was produced by the ITRC under 2018-V3-GX-K007, awarded by the Office for Victims of Crime, Office of Justice Programs, U.S. Department of Justice. The opinions, findings, and conclusions or recommendations expressed in product are those of the contributors and do not necessarily represent the official position or policies of the U.S. Department of Justice.

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