Customer Identification Process

Enneo analyzes the message text (as well as attachments, if read by OCR).

Before the LLM, Enneo tries to find the contract directly using inexpensive, deterministic methods. If such a contractId is found and the ERP APIs provide valid contract and customer data, the LLM-based feature extraction (step 3) is skipped.

From the message, the AI extracts all parameters that are configured under Settings → Integration into Systems → Customer and Contract Search → Search Parameters for Customer Identification — e.g., contract number, customer number, name, address, meter number. Only parameters that are explicitly mentioned in the message are passed on.

The identified parameters are passed to the User-Code for the feature-based search (searchContractByFieldsExecutor).

The user code is allowed to return a maximum of one contract (or none at all). A list with multiple hits is not allowed — the selection of the most likely contract must already be done in the user code.

As soon as the feature-based search has returned a contractId and a customerId — both are mandatory —, Enneo reloads the complete master data:

• With the contractId, the searchContractByIdExecutor function is called.
• With the customerId, the searchCustomerByIdExecutor function is called. Enneo checks that the loaded contract actually belongs to this customerId.

Both calls run in parallel, so the additional latency remains minimal. All fields returned here are subsequently provided to the LLM as context and are therefore available for the service response, AI agents, and the legitimization check.

Based on the data reloaded, Enneo checks whether the features mentioned in the message actually match the found contract/customer (e.g., sender email = contract email, postcode matches). The result is the Legitimation Level — Details see Legitimating Customers.

• Legitimized (Level ≥ 20): Enneo displays the contract to the clerk and can — if configured — automatically process the request (automatic execution of AI agents without human approval).
• Identified, but not legitimized (Level 10–19): Enneo displays the contract as a suggestion with a warning notice. Automatic processing does not occur; the clerk checks manually.
• Not recognized (Level 0): No contract is assigned.

In the Chatbot/Voicebot prompt, it is configured which data the bot actively asks the customer for (e.g., "Please give me your contract number and postcode"). Which parameters are used for identification is defined in the Chatbot/Voicebot configuration (Authentication Instructions).

As soon as the necessary features are available, the rest runs exactly like for emails: Steps 4-6 from above — i.e. searchContractByFieldsExecutor, followed by searchContractByIdExecutor and searchCustomerByIdExecutor, then plausibility check and legitimation.

In the chat/voice bot, every customer with a legitimation level < 20 is treated as a non-identified customer. The bot does not execute any customer-related actions, but asks the customer again for the missing features until the threshold is reached.