Seamless Integration of Messaging and Identity Platforms

This process demonstrates how brands, particularly in financial services, can provide secure and authenticated messaging conversations from their websites and mobile apps. LivePerson facilitates this through integration with a brand's identity platform using OAuth2.0 and OpenID Connect. The steps below illustrate how to initiate and manage conversations between web and mobile platforms, ensuring a smooth user experience.

Step 1

Integrate with the brand's identity platform using OAuth2.0 and OpenID Connect to enable secure messaging. In this scenario, log into the Yacobi Bank website and initiate a messaging conversation. The system retrieves and loads the customer's full conversation history into the messaging window, leveraging the authenticated identity of the customer.

Step 2

Start a conversation through web messaging and observe it being reflected in real-time on the mobile banking app.

Step 3

Experience consistent and seamless interaction across both website and mobile app. Ask a question such as, "What is a direct debit?" and Yori, the virtual assistant for Yacobi Bank, will respond. This interaction is mirrored in the mobile banking app. If you transition to mobile, for example when leaving the office, you can continue the conversation on the move.

Step 4

Continue the conversation seamlessly on your mobile app. Inquire about the difference between a direct debit and a standing order. Yori will provide a clear explanation. In this fully authenticated conversation, you can securely ask for personal information, like your account balance, which the virtual assistant can provide.

Step 5

Escalate the conversation to a human agent to demonstrate the experience of receiving a fully authenticated conversation. Request to speak to an agent, which connects to the Conversational Cloud, loading the authenticated conversation.

Step 6

Observe the screen to confirm that the conversation is fully authenticated, as indicated by a tick. Access the customer information record.

Step 7

Review the retrieved information associated with the conversation. The customer service agent has access to authenticated attributes, pulled from the bank's identity platform via the OAuth2.0/OpenID Connect integration, to confidently address the customer's inquiries in a secure and authenticated manner.