Customers Log In and Still Call Us About Their Account
Authava's Portal Bot recognizes signed-in customers and answers from their own account data, such as orders, invoices, and status, without a second login. Simple account questions get answered in your portal instead of becoming calls and tickets.
Why Do Logged-In Customers Still Call?
The answer is in the portal somewhere, but finding it takes clicks the customer doesn't want to make. "Where's my order?" or "what do I owe?" is faster to ask a person, so they call.
What Do Businesses Usually Try?
- Better portal navigation. It helps, but it's a big project, and some customers still won't click through.
- Support tickets. Nothing is lost, but the customer waits for a reply to a simple question.
- Phone support. It's personal, and every call takes staff time.
Simple account questions still need a person to look them up.
How Does Authava Solve It?
- No second login. The bot recognizes users already signed in to your application. See Authava and AWS Cognito.
- Their own data. The bot looks up the user's own records through your APIs and answers with the real result.
- Tools for signed-in users only. Account tools are limited to signed-in users, and the user's identity travels with each request in a signed token.
- A person when needed, through Live Chat or a captured request.
See Portal Bot.
What This Looks Like in Practice
A signed-in customer asks, "Did my last payment go through?" The Portal Bot looks up their account and answers with the date and amount.
Frequently Asked Questions
Do customers have to log in to the bot separately?
No. The Portal Bot recognizes users who are already signed in to your application.
Can it show a customer their own orders or invoices?
Yes. With the user recognized, the bot looks up their own records through your APIs.
Who sets this up?
Our team sets it up with your developers.
How is this different from a help-center chatbot?
The Portal Bot answers from the signed-in customer's own account, not just from general help content.