To ensure the bot’s automated processes are as personal and customized as possible for each individual customer, we aim to verify and identify every customer who interacts with the bot.
Multiple Options for Customer Identification
There are several options for the identification process:
- Identification with OTP (one-time password): Customer identification is based on fixed parameters sent in the initial identification interface, plus verification of a one-time code that the customer enters into the bot.
Our system allows flexibility in implementing the process in the bot scripts, using three main options:- The customer sends the OTP, and the bot verifies the code at the script level.
- The customer sends the OTP, and an additional external interface verifies the code.
- CommBox sends the OTP, and the bot verifies the code at the script level.
- Identification without OTP – Customer identification based on fixed parameters sent in the initial identification interface.
The interface indicates whether or not the customer has been identified in the system.
Prerequisites
The end customer identification can be based on data entered into the bot, such as ID number, employee number, etc., according to the customer’s field of activity.
Additionally, identification can be carried out by combining several parameters, such as the ID number entered by the customer and the phone number used to contact us (a value automatically received if the call is via WhatsApp).
In the OTP identification/verification interface, we recommend adding parameters that provide information about the customer according to their field of activity, for example:
For the medical field – first name, last name, clinic the customer is affiliated with, or doctor’s name.
For the financial/banking sector – first name, last name, amount in savings / bank accounts, etc.
These parameters enable the script to be more focused and customized for the customer.
Identification Process Across Channels
The identification process can be carried out via any channel supported by CommBox.
An SMS, WhatsApp template message, or email can be sent as an OTP depending on the channel in which the script is run.
For example, if the flow builder is on the WhatsApp channel, it is appropriate to send the OTP via email or SMS.
