As stated on the official DM boards:
As Jessica mentioned in her Transition Diary, Turbine will be taking over Customer Service for the Asheron’s Call franchise on March 1st. What does this mean for you, the player?
Well, some things will change. The most obvious change is that your Urgent Assistance and Report Abuse calls in AC1, and Request Assistance calls in AC2, will no longer be answered by +Admins. Our team will be using the title of +Envoy, as we feel it better represents what the team members will be doing in the world – it means representative, ambassador, and intermediary.
This is great news! Sounds like the admins will now be more in tune with the players, it sounds great. You can read the rest of this here. Feel free to discuss it in our forums here!