Define an action map’s triggers

About triggering action maps

When you create an action map, you specify the conditions, or triggers, that qualify it for a visitor. A visitor cannot qualify for the same action map multiple times in a single session. If multiple action maps qualify, the priority of each action map determines which one Genesys Predictive Engagement offers to the visitor. For more information, see Prioritize an action map.

You can trigger action maps based on:

• Segment matches
• Visitor actions
• Business outcome probability

Audience size estimator

Based on historical data, the audience size estimator shows the action map’s estimated number of qualified actions for the segment and outcome you select. As you add or remove the segments or adjust the outcome probability threshold, you can see the potential impact to the number of visitors you will reach. Based on the predicted qualified actions and your requirements, you can add or remove segments and adjust outcome probability.

• Genesys requires that you have segment and outcome probability data for at least seven days to see the audience size estimate on the estimator.
• For new outcomes with scoring enabled, audience size estimator provides estimates after seven days of creation. The estimates will improve over time as more data becomes available.
• Ensure that you enable the required permissions to view the audience size estimator widget. 

Trigger based on segment match

Select one or more segments that trigger the action map when a visitor matches them. If you select multiple segments, the action map triggers when a visitor matches any of the segments.

Trigger based on visitor activity

If you haven’t already, deploy the Genesys Predictive Engagement tracking snippet on the website to track. This snippet allows you to track standard web events. To trigger an action map based on other events, use ac(‘record’) to send Genesys Predictive Engagement data about events that you want to track.

Select the session type and then select an event that triggers the action map. To trigger the action map when specific conditions are met, define one or more conditions (attributes). If you specify multiple conditions, the action map triggers when a visitor matches all the conditions. Genesys Predictive Engagement evaluates conditions in the order that you define them. For more information, see visitor journey attributes.

Trigger based on outcome probability

You can trigger an action map based on the probability of a visitor achieving a given business outcome. 

1. Select the outcome for a visitor to achieve and then use the sliders to specify the probability of the visitor achieving the outcome. 

2. Set likelihood to achieve outcome means targeting the visitors who’s probability of achieving the outcome is greater than or equal to the percentage that you set. Note: The slider is set to the very right, meaning the top users who are most likely to achieve the outcome. Moving this to 10%, for example, means you are targeting the top 10% of visitors most likely to achieve the outcome.
3. You can also configure the action map to trigger based on a change in the visitor’s probability of achieving the outcome. This is used to engage users who showed an interest in achieving the outcome, but then moved on.  Engaging these customers can help get them back on track to achieve the outcome Detect change in behaviour means that the new likelihood of the visitor achieving the outcome is less than or equal to the percentage that you set.
4. You can also configure the action map to trigger based on a range of probabilities that a visitor falls between. To do this set Set likelihood to achieve outcome to the desired value, say 50%, and then set Detect change in behaviour to be a higher value, such as 60%.  This is useful to avoid engaging users who are likely to achieve the outcome without assistance.

Tip: To maximize an outcome, such as making a sale, use both sliders.

For more information about how Genesys Predictive Engagement predicts outcome probabilities, see Overview of outcome predictions and probabilities.

For more information about how to define outcome probabilities, see About outcome predictions and probabilities.

Example: Maximize the likelihood of a positive outcome

You want to start a proactive chat to encourage a visitor to complete a purchase. Move the Engage with visitors most likely to achieve outcome slider to 70% and the And likelihood falls below slider to 30%. When the visitor places an item in their shopping cart, Genesys Predictive Engagement predicts that a visitor is 70% likely to complete their purchase. However, when the visitor removes the item from their cart, the prediction changes to 30% or less, which triggers a chat.