Use Case: B2C (business <-> user) communication within your legacy web portal and/or as a stand-alone web/mobile app)

[TarasFilatov]

B2C [business <-> user] communication

In this use case, Ethora engine is implemented to support communication between your business and your end users.

End users could be your customers, employees or other categories of users whom you would like to provide with modern messaging, web3 and AI-powered digital experience, facilitating instant connection, faster service and better retention rates. 

Features commonly used in B2C communication use case:

* Instant messaging - typically 1:1 chats where your user and your caseworker employee need to chat.  This can be used in administrative discussions (account and case management, technical support, banking, insurance claims, billing etc). This can also be used for direct provision of services such as Consulting, Education, Legal advice, Telemedicine (mHealth) and so on. 

* Digital wallet - your business backend and/or your Users can easily upload documents into User's individual profiles. Depending on system configuration, Users documents will be either automatically visible to your caseworkers, or Users will decide which ones they want to share. Digital Wallet can be accessed via user profile in chats as well as shared in a message via a hyperlink or visually via a QR code. 

* AI bots - in this use case, you can connect our AI bots or to enhance your Users experience. These would include bots for User on-boarding, data collection, auto-responding, automatically booking appointments, reminders, technical support and knowledge base powered LLM AI assistants, 

* TnS and Compliance package - Trust & Safety and Compliance package of Ethora covers all typical data security, data ownership and compliance requirements. We support GDPR, CCPA, HIPAA and other compliance requirements. T&S module allows to automatically flag or censor of sensitive information that may be inadvertently shared in communications, such for example as personal sensitive data of the Users. Fully customisable depending on project requirements. 

* Gamification / Loyalty rewards - whilst irrelevant to projects with strict business rules, some projects leverage the token economy functionality of Ethora engine which allows to reward Users with Coins or Points that are collected in User's digital wallet. These Coins can be then applied to receive digital, service or physical rewards from the business.

There are many additional advanced features available for this use case - read Ethora documentation, ask questions here or contact us to find out more.

Implementation specifics of B2C communication use case:

Typically you would have administrative users (your employees - Case Workers) and end Users (e.g. customers or non-admin employees).

Case Workers interface:

Many customers prefer to use embeddable Ethora Chat component to embed the solution into their existing web portal. This way, your Case Workers can chat with your end Users without leaving their familiar interface and without having to sign into another system.

Users interface:

For Users, there are two main options:

• stand-alone mobile app for iOS and Android 
• stand-alone web app 

The main difference in these options is that for the mobile app you will have your own app with your name and branding published in Google Play Store and Apple Appstore respectively and your Users will be required to download it, alternatively you will need to distribute your enterprise mobile app in a non-public way via an MDM platform.

For the web app, on other hand, your Users don't need to install anything and can run it anywhere including on their smartphones.