We have Pega Chatbot and livechat running for our brokers. We use Pega Customer Service Framework for insurers as our CRM system.
If a broker chats with us it can be about multiple customers. With written data, sometimes sensitive customer information it is important that a question about customer A get's registered only with customer A. If the broker asks a question about customer B in the same chatinteraction that question needs to be registered to customer B.
We do not want to offer a service where we say; do you have a question about another customer? Please start up a new conversation. Who has experience with this? Or is there an out of the box solution that we are unaware off?