How GenAI is redefining CIAM for better customer and partner engagement

Customer identity and access management (CIAM) solutions often serve as the “front door” for customers and business partners when they sign-up, sign-in, and self-service their accounts. As with any first impression, it’s important to get it right. 

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But many organizations find it difficult to effectively establish and manage CIAM solutions to optimize their benefits throughout the entire customer lifecycle – from acquisition to retention. It can be tricky to balance data-driven decisions with agility, bridge security gaps, and automate tedious processes. 

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That’s why today we announced new capabilities in Strivacity AI Assist, a  “smart assistant” powered by generative AI (GenAI). AI Assist makes it easier to manage and secure digital identities across business-to-business (B2B) and business-to-consumer (B2C) use cases – regardless of your technical experience.

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Your own personal assistant for CIAM

GenAI has shown enormous potential to provide organizations with a competitive edge, helping them streamline processes and enhance their interactions with customers, partners, and other stakeholders. According to Forrester, the top three positive impacts that companies say result from adopting GenAI are improved customer experience (42%), increased employee productivity (40%) and increased revenues (34%). 

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Building on Strivacity’s machine learning capabilities for fraud detection, Strivacity AI Assist is the first GenAI solution embedded across a CIAM platform that provides real-time, contextual guidance for establishing and understanding the customer journey – spanning customer experience, security, and compliance. 

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AI Assist helps digital experience leaders, security teams, and customer support in three key areas:

• Faster conversion: Enables more efficient customer and partner onboarding by leveraging AI-driven insights that optimize each step of the customer journey, reducing friction and boosting conversion rates.
• Improved productivity: Empowers teams with immediate access to actionable insights, streamlining decision-making processes and enhancing productivity by automating complex identity management tasks.
• Real-time security and compliance checks: Enables organizations to proactively manage security and compliance with real-time monitoring and automated checks, ensuring you meet the latest regulatory standards while minimizing risk.

With AI Assist, you can query an on-screen assistant to produce intelligent insights and proactive suggestions.  

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For example, are you a digital experience or product manager who is new to CIAM? Ask AI Assist, “How do I set up an application?” to receive clear step-by-step instructions. 

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If you’re focused on fraud and security, AI Assist has you covered too. Does something about a recent login attempt or registration session not add up? Just ask, “What happened during this login?” or “Is there any risk involved in this registration session?” AI Assist will break it down, highlighting any areas of concern.

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Trying to figure out how to make your customer interactions stickier? Ask AI Assist to “Summarize where customers are abandoning sign-ups,” or “How can I improve conversions?” to receive actionable advice to make the most out of your data.

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AI Assist also helps organizations efficiently manage B2C and B2B roles and permissions with powerful insights like identifying high-privileged administrators or displaying inactive accounts. Administrators can also automate configuration, policy management, and data analysis for instant compliance reporting. For example, admins can ask questions like, “Is this adaptive access policy PCI-DSS compliant?”

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Companies can even extend AI Assist’s capabilities to customers within the MyAccount portal. Customers can get answers to common questions like “How do I reset my password?” and “How do I add passwordless sign-in?” to simplify account management for a better experience, ultimately boosting customer satisfaction, lowering support costs and driving revenue growth. 

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How it works

AI Assist uses a sophisticated, local, and isolated knowledge management system that combines retrieval-augmented generation (RAG) with large language models (LLMs) to provide precise, context-aware responses to questions asked. 

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The capability leverages best practices, security standards, and compliance insights tailored to an admin’s actions. Importantly, AI Assist guarantees data privacy; each organization’s data is isolated in a single Strivacity instance and does not mingle with other organizations’ data.

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Whether you’re optimizing customer journeys, assessing security risks, or auditing against regulatory requirements, AI assist ensures every digital interaction is smooth, secure, and customer-focused. 

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Interested in learning more? Explore AI Assist or schedule time to talk with one of our CIAM experts.

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