Question
Athora
NL
Last activity: 2 Sep 2020 15:24 EDT
Identify customers on web chatbot
Hello all,
We're improving our chatbots and because of our business (insurance) it's very important to know exactly who our customer is. Our website had the option to login, but it's not mandatory.
At this moment I'm looking into two ways of verifying customers through the chatbot, and I can't really find what I want in the documentation. I'd like to be able to:
- Use the relationshipnumber of a customer that's logged in on the website,
- Ask a customer that's not logged in to answer some short questions.
I want to use the information from those two points in servicecases, but also for livechat conversations that are a result from that. I've seen a video where after a handover to a CSR the customer was automatically identified (in the bot convo a casenumber was given by the customer). That's exactly what we want, but I can't seem to find an explanation.
Is any documentation on this available? Or anyone with experience that can share some information? :-)
Kind regards, Suzanne
***Edited by Moderator Marissa to update Product details based on reply from Amit Patel***
Pegasystems Inc.
US
Hi Suzanne, I missed this post because the Customer Service tag wasn't there. Otherwise I would have responded a while ago.
Both of those options you are asking about are possible. In the sample chatbot that ships OOTB, we set the contact id and account number as context when the bot first starts. If it's escalated to an agent, then the ContactId is passed to the agent and looked up via the PreFetch activity. You can use a very similar mechanism to set another property for context. There is an article on how to do that.
However, this does not cover customizing the escalation process to pass the data in the pyUserData page and update in PreFetch. But, it's definitely possible. Stay tuned, we will be in touch.