SAM Assist

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SAM Assist – AI-Powered Chatbot to Accelerate CIAM Product Integration

Overview

SAM Assist is an intelligent, AI-powered chatbot designed to support internal product teams across S&P Global in understanding, integrating, and troubleshooting the Secure Access Management (SAM) platform. Integrated directly within SAM’s support ecosystem, it acts as a 24/7 virtual assistant that provides on-demand guidance on SAM features, capabilities, API documentation, integration options, and code samples.

Built in partnership with the Spark Assist team at S&P Global, SAM Assist has dramatically reduced the manual support burden on SAM’s product and engineering teams, while significantly improving the developer experience and integration velocity for internal products adopting SAM.

Key Features & Solutions

  • Real-Time Access to Product Knowledge: SAM Assist offers instant answers to queries related to:

    • Authentication & authorization capabilities

    • Feature overviews and entitlement rules

    • RBAC & ABAC model implementation

    • API usage, parameters, and examples

    • Integration prerequisites and onboarding steps

    • Troubleshooting common implementation issues

  • Conversational Developer Support: Engineers and product teams can interact with SAM Assist in natural language to:

    • Find specific API endpoints or usage guidelines

    • Understand authentication flows and token handling

    • Ask for code snippets (e.g., “Show me how to implement login using the SAM Authentication API”)

    • Learn best practices for integrating entitlements, licensing, or provisioning

  • Embedded Documentation Access: The chatbot links directly to API documentation, integration guides, and platform change logs, enabling faster issue resolution without navigating multiple internal portals.

  • Smart Contextual Answers: SAM Assist uses AI to understand query context and return the most relevant content from structured documents, manuals, or prior conversation history — reducing miscommunication and learning friction.

  • Admin Analytics & Feedback Loop: All interactions are logged and analyzed to:

    • Identify frequently asked questions

    • Optimize SAM’s product documentation

    • Inform product team backlog based on real-world queries

Role & Responsibilities

As Product Owner for SAM Assist, I led the ideation, scope definition, and delivery of this virtual assistant in partnership with S&P Global’s Spark Assist team.

Key contributions included:

  • Problem Discovery & Opportunity Validation:

    • Identified the rising number of support requests and delays in SAM integration onboarding across internal product teams

    • Validated the need for a self-service, AI-based support layer that could scale across time zones and departments

  • Feature Definition & Knowledge Modeling:

    • Created the knowledge base structure and content hierarchy, organizing hundreds of SAM-related documents, FAQs, and code samples into a structured corpus

    • Defined user intents, core capabilities, and fallback scenarios to ensure reliable responses

  • AI Chatbot Collaboration:

    • Partnered with Spark Assist engineering team to embed the chatbot into the SAM support ecosystem

    • Collaborated on training data curation and model refinement to optimize accuracy and developer relevance

  • Launch, Adoption & Feedback Integration:

    • Coordinated beta testing with 10+ product teams and iterated based on usage patterns

    • Added new knowledge domains (e.g., license enforcement, token scopes) based on repeated queries

    • Established a feedback loop with support teams to continuously update training material and content

Outcome & Impact

SAM Assist has become an essential productivity tool for S&P Global’s product and engineering teams integrating with SAM. Its launch directly contributed to:

  • 40%+ reduction in manual support tickets related to integration queries

  • Significant improvement in onboarding time, especially for API-related development tasks

  • Increased satisfaction among developers, delivery technical members, customer support team mebers, and product managers thanks to always-available, context-aware assistance

  • Better internal documentation quality through analytics of unanswered or unclear queries

Summary

SAM Assist is a shining example of how AI and internal enablement tools can boost platform adoption and reduce operational overhead. By delivering real-time, intelligent responses to technical questions, it unlocked self-service capabilities for dozens of internal teams, allowing SAM product leadership to focus on scaling and improving the platform rather than repeating answers.

This initiative showcases my ability to:

  • Identify internal friction points

  • Lead AI-focused cross-functional projects

  • Deliver measurable impact by improving developer experience, documentation discoverability, and support scalability

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