Have AI request missing documents in the customer portal

Service providers have an AI in the customer portal request missing documents and check for completeness

Needs setupLabel the AICustomer dialogue by chat or phoneServices

Fits: Customer service · HR · Finance & accounting · Legal & compliance · Office, administration & casework

Customers find out straight away what is still missing instead of getting a reminder weeks later. Your case handlers only start once the file is complete.

Is this for you?

  • You need a fixed set of documents for every job, for example for a tax return, financing, an insurance application or a tenancy agreement.
  • Customers upload documents to a portal or send them by email.
  • Requesting missing documents takes up a lot of your time.
First step today

Write down the document list for a typical job, invent a test customer with five submitted file names, and use the template below to compare them and write a request for the missing items. Check whether periods are recognised correctly and no deadline has been invented.

How to go about it

  1. Choose job types and document lists
  2. Set checking rules and limits
  3. Connect the portal and have documents recognised
  4. Organise the handover to case handlers
  5. Launch and label it as AI
  6. Analyse requests and improve the lists

Templates to copy

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The complete guide

  • 6 steps explaining exactly what to do
  • 3 proven templates to copy into your own AI
  • Safe use: data, checking, deciding, informing
  • Pitfalls, effort and how to recognise success

With the training you get all 430 guides for as long as your access runs.

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Same approach, other use cases

12 more use cases follow the pattern “Customer dialogue by chat or phone”.

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G-DL-04 · Legal status 08.10.2026 · Direct dialogue with customers, citizens or patients (Art. 50(1))