A customer portal is an online place where customers can access information or request help. AI may help them find answers within it.
Possible uses
Depending on the setup, a customer might view an order update, find a document or ask a question about an approved policy. A connected system is needed for account-specific information.
Protect access and accuracy
Customers should only see information they are allowed to access. Test permissions and check that answers come from current sources; AI can invent or misunderstand details.
Offer human help
Provide a clear way to contact the team when a question is sensitive, urgent or unresolved. Monitor feedback and errors rather than assuming a fast answer solved the problem.
Test access with different accounts
Choose a routine task, such as finding an approved document or viewing an account update. Check that the portal connects to the right source and that a customer sees only the information intended for their account.
Test two separate customer accounts, a document that has been removed and a question outside the available guidance. Make it clear when information is unavailable and give the customer a way to contact the team. Review errors and access rules before expanding the service.
See using AI to find company information for related source and permission checks.
