Cleeng Hi5’s integration of user authentication into the chatbot ensures a seamless and secure experience for all users interacting with Hi5 customer support. By automatically recognizing users, Hi5 ensures faster, more personalized, and more efficient support across chatbot, agent interactions, and analytics-driven decision-making. Authentication not only streamlines self-service but also improves agent-assisted support by reducing manual verification, enhancing trust, and enabling smarter data-driven insights into customer behavior.
Why authentication matters
Authentication allows the chatbot to identify users when they initiate a support interaction. Subscribers who are logged into their accounts are automatically recognized, eliminating the need to repeatedly provide personal information like email addresses. Authentication is not enforced, hence users who did not log in can also use the chatbot. The chatbot will encourage login to provide the best possible experience.
Key benefits of user authentication in Hi5
- Personalized experiences: Authenticated users are greeted by name, and their chat history is synced across devices, ensuring context and continuity across multiple sessions.
- Faster resolution times: Removing the need for manual identity verification allows users to receive quicker support and a smoother experience.
- Improved data accuracy: Support data is directly linked to verified user profiles, ensuring reliable analytics and insights related to contact reason and subscriber behaviors.
- Enhanced security: Authentication improves trust between users and agents and minimizes the risk of impersonation attacks.
How the user authentication in Hi5 works
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Logged-in users:
When subscribers are logged into their accounts, the chatbot automatically recognizes them, presents the chat history when available, and provides personalized assistance. -
Non-logged-in users:
If users are not logged in, the chatbot encourages them to log in to Customer’s platform.
Once authenticated, the chatbot delivers personalized support. -
Seamless continuity:
Authenticated users enjoy continuity across devices. Whether switching from mobile to desktop or revisiting a previous inquiry, their chat history remains intact.
Operational improvements
For businesses, chatbot authentication delivers significant operational benefits:
- Improved support KPIs: Authentication enables chatbots to handle more complex tasks, such as password resets or subscription inquiries, reducing the load on human agents and increasing customer satisfaction.
- Efficient ticketing: Tickets created by authenticated users are pre-filled with verified information, reducing back-and-forth communication and speeding up resolution times.
- Actionable insights: Authenticated interactions provide accurate data on user behavior and engagement patterns, enabling targeted retention strategies like coupon campaigns and proactive outreach.
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Scalability: Automating common support workflows allows businesses to manage higher ticket volumes without compromising service quality.
Looking ahead
Authentication in chatbots is just the beginning of creating a seamless customer support experience. Cleeng continues to innovate by empowering subscribers with advanced self-service options thanks to deep integration with the Cleeng Core subscriber management platform and simplifying workflows for support teams.
By leveraging authentication in the Hi5 chatbot, we can deliver faster, more secure, and personalized support experiences that enhance customer satisfaction and retention.
What does it mean for Cleeng customers?
To ensure this feature functions correctly, a minor update may be required on the client’s side. Please refer to the integration guidelines article.