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What types of customers can use LiveBank?
LiveBank’s goal is to offer a wide range of options for communicating with the bank, whether you’re already a customer or a potential customer.
The system distinguishes between two types of clients: authenticated and unauthenticated.
Unauthenticated clients
Unauthenticated customer: a person who contacts customer service to address a specific issue through the bank’s website or mobile app before logging in.
It is not possible to know the full context regarding that client, so no details about him are provided during the conversation; he is simply referred to as “Client.”
Communication with unauthenticated customers can only take place synchronously when both parties are participating in the conversation at that moment, since, without the customer’s information, the agent cannot contact the customer outside of the current conversation.
Authenticated client
An authenticated customer is a person who is a customer of the institution and who, after logging into the banking system, makes an inquiry via online or mobile banking; the system has access to the context of the interaction and can display the conversation history to both the employee and the customer.
The customer can type a message at any time and exit the app; when an agent becomes available, they will receive the conversation and respond to the customer, even if the customer is no longer in the LiveBank app chat. In addition, an agent can initiate an outbound communication from the “Completed” tab with an authenticated customer by sending them a message. When the customer returns to the chat window, they will be able to read all the messages received while they were away from the app.
The system must be integrated with the institution’s SSO for the user to be considered logged in.
SSO Integration
Ability to integrate with the online banking system so that customers can use the chat feature in the LiveBank app without having to re-authenticate. The agent handling the call automatically receives the customer information that the customer had provided in the LiveBank app.
Chat History
LiveBank allows you to view the conversation history of a customer who is logged in to the system:
- so that an employee of the institution can better manage customer relationships through the agent, who will be able to freely access the customer’s previous conversations and review or resume them, in addition to
- so that the customer can review the information from the previous conversation.
Once the chat window is open, the authenticated customer can view the most recent messages in the chat history within that same window, without having to start a new conversation, and can also scroll through the chat window to view previous messages, starting with the first message sent through the LiveBank platform.
The agent has access to the customer’s conversation history in the “Conversations” module—specifically, to the conversations of authenticated customers who have been assigned to them—both during the current conversation and afterward, in the “Completed” tab.
The conversation history with authenticated and unauthenticated customers is available in the “Cases” module.
Outbound communication with authenticated clients
The ability to initiate or resume communication with an authenticated customer, at the agent’s discretion, to continue handling the case initiated by the customer or to contact the customer regarding a new matter.
When searching for selected and authenticated customers in the “Completed Conversations” list, the agent has the option to start a chat conversation; a chat task is created and appears in the “Ongoing Conversations” section assigned to the agent, from where the agent can send the necessary messages.
This conversation takes place in the context of a specific case: if a particular customer has an open case in the system, the message sent will become part of that case; if the customer does not have any open cases, the agent’s message will create a new case, and the agent must decide under which topic to open it, thereby starting a new conversation with the customer; The agent has the option to select the subject based on the specific type of case for which they wish to create a new case.
