All use cases

Collect / Recover

Data-request self-service for sensitive PII

"Change my email," "update my details," "delete my account and everything in it" — on an app holding intimate health data these are the requests a chatbot can't touch, so the agent verifies the person and does them, inside the regulated clock.

Close the loopBehavioral triggerSystem triggerChatIn-appWellness (B2C apps)Subscription

What it does

A wellness app that holds sensitive personal data fields a steady stream of data requests — change an email or a personal attribute, export the record, delete the account and the data behind it — and the in-app assistant usually can't mutate any of it, so each one becomes a human ticket racing a legal deadline. The agent removes that whole escalation class. Once it has verified identity to the standard these requests demand, it executes the change directly in chat and logs it for the data-protection audit trail, so a deletion or an email change is handled in the conversation rather than queued. Because the data is intimate, the bar is verification-first and irreversible-action-confirmed: the agent acts only on a confirmed identity, and a request it can't safely satisfy goes to a human inside the regulatory window, not past it.

How it works

  1. 1
    Trigger. a data-management request in chat or in-app — change email or a personal attribute, export my data, delete my account and data — or a data-request event raised from the app.
  2. 2
    Decision. the agent runs the secure identity check the request requires, classifies the request type and its regulatory clock, and confirms intent explicitly on anything irreversible (account or data deletion) before touching the record.
  3. 3
    Action. on confirmed identity it executes against the app backend — updates the attribute, triggers the export, or runs the deletion through the proper data-erasure path — and confirms exactly what changed, what was removed, and when, in the same conversation.
  4. 4
    Follow-through. every request and action writes to a data-protection audit trail with timestamps; a request the agent can't safely or fully satisfy hands off to a human well inside the regulatory deadline; a security or sensitive-data concern routes to the right team.
Example
CustomerI want my account and all my data deleted.
AgentI can do that for you. Because it permanently removes your history and can't be undone, I'll confirm it's you first — I'm sending a one-time code to your email. Nothing here needs your password.
Customercode is 8-0-4-1-7-2. yes, delete everything.
AgentConfirmed. I've started the deletion of your account and the data tied to it, and you'll get written confirmation once it's fully processed within the required window. If you ever change your mind before it completes, reply here and I'll route you to a person right away.

Configuration

How the agent is wired for this use case.

Triggera data-management request in conversation (email or attribute change, data export, account or data deletion), or a data-request event from the app backend.
Tools & actions
  • Identity / auth system · run the secure in-chat verification the request requires; raw credentials are never typed to the agent
  • App backend · execute the change on confirmed identity: update an attribute, trigger a data export, or run a deletion through the proper erasure path
  • Messaging channel · run the conversation, confirm intent on irreversible actions, and state exactly what changed and when
  • CRM · read account state; log the request type and resolution
  • Compliance / audit log · record every data request and action with timestamps for the data-protection trail
  • Knowledge base · ground the request types, the regulatory deadlines, and what each action does
Autonomyidentity verification and reversible attribute changes run unattended under judge gating on confirmed identity; an irreversible action (account or data deletion) requires explicit user confirmation after verification; the agent never acts on an unverified identity, never overrides a failed check, and escalates any request it cannot fully or safely satisfy inside the regulatory window.
Channelschat · in-app
Escalationa failed verification, a suspected account-takeover, a request the agent can't fully satisfy, or any case approaching a regulatory deadline it can't meet hands off to a human with full context and the audit record.

What you need

The inputs this use case runs on. Your channels stay yours; the agent supplies the judgment.

Signals

data-management requests in conversation, data-request events from the app backend, the regulatory clock attached to each request type

Data

verified identity from the auth system, the data fields and records subject to change or erasure, consent state, audit-trail storage

Guardrails

secure identity verification before any data mutation; explicit confirmation on irreversible actions; raw credentials never handled by the agent; a complete data-protection audit trail; regional privacy and data-protection deadlines as hard limits; human hand-off on failed verification, takeover risk, or any deadline the agent can't meet

Metrics it moves

  • ticket-deflectionup, by removing a whole class of data requests from the human queue and resolving them in chat
  • time-to-resolutiondown, as an email change or a deletion completes in one conversation under the regulatory clock instead of waiting in a queue
  • csatup, since a sensitive, anxious request is handled immediately and transparently rather than left pending

Related use cases

Collect / Recover

Self-serve subscription cancel and refund in chat

the sibling action-capable flow behind the same secure identity gate, on billing instead of data

Onboard / Activate

Account-recovery to preserve cycle history

the same in-chat identity verification applied to restoring an account

Prevent / Care

Borrower servicing self-service

the identity-gated self-serve account-action pattern in a regulated setting

See it on your own customer journey

Bring one drop-off, one churn cliff, or one silent segment. We will show you what a proactive agent with memory and judgment does with it.

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