Authentication considerations

Now that we have seen how to configure authentication in our virtual agent, let's look at a couple of common scenarios as to why you might want to do that.

First off, knowing who you are interacting with opens the door for new possibilities. You can start providing a personalized experience. Some of the things you can do include the following:

• Create a personalized look and feel for the entire user experience.
• Personalize conversations, with data included from various data sources and specific to that particular customer.
• Accept files uploaded by a specific user against their current account.
• Provide specific data from backend systems, relevant to the user logged in.
• Pass to a live agent the correct details for the already authenticated user.

Again, these are just some common scenarios.

In addition, we have only looked at the ability to authenticate against Azure Active Directory. The platform also allows us to...