Work with chat interactions with Predictive Engagement

Feature deprecation: Genesys will no longer support ACD Web Chat v2, which is available to customers via all its corresponding Chat Widget versions. This is further to the deprecation of ACD Web Chat v1, which was announced earlier. As a result, Predictive Engagement will also end support for these legacy web chat versions. For more information, see Deprecation: Removal of ACD Web Chat (version 2). All existing customers are encouraged to migrate to Web Messaging and Messenger.

Prerequisites

The following permissions:

  • Journey > Action Map > View
  • Journey > Customer > View
  • Journey > Segment > View
  • Journey > Outcome > View
  • Journey > Visit > View
  • Journey > Event > View
  • External contacts > Session > View

Genesys Predictive Engagement is a cloud-based, Genesys Cloud AI-powered customer engagement solution that analyzes visitors' behaviors on websites, predicts the outcomes visitors are trying to achieve, and personalizes engagements to help visitors achieve those outcomes.

When a customer takes a specific action on your website, such as signing up for a newsletter or clicking the Chat Now button, Predictive Engagement automatically displays a chat window. If the visitor accepts the chat, Predictive Engagement starts a chat interaction that Genesys Cloud routes to your queue.

Genesys Cloud routes chats started from a site that uses Predictive Engagement to any available agent in the queue, whether the agent has Predictive Engagement permissions or not. Agents with Predictive Engagement permissions have access to the customer journey panel, which appears in the right side of the Interactions panel. Agents without Predictive Engagement permissions do not have access to the customer journey panel. You can view the customer conversation data on the divisions that are assigned to your user role. 

For more information about the customer journey panel, see Customer summary for agents.

Note: During chat interactions with Predictive Engagement, agents can find and send canned responses and use a script to guide them through the interactions. Scripts prompt the agent to ask questions or allow them to update contact information. To request help from a supervisor during a chat interaction, agents can use Agent assistance.