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Suzanne Liefting (Suzanne Liefting)
DevOps Engineer
Suzanne Liefting Member since 2017 3 posts
Posted: July 23, 2020
Last activity: September 2, 2020

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***

Pega Chat 8.1 Pega Customer Service Conversational Channels Insurance Senior System Architect