About Predictive Engagement


Genesys Predictive Engagement is a cloud-based, 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.

Understand Predictive Engagement

Learn about Predictive Engagement. Review permissions and procedures required for an Predictive Engagement implementation, and pricing and GDPR compliance information.  


Configure Predictive Engagement


Work with interactions with Predictive Engagement

Agents answer, respond to, and complete interactions with Predictive Engagement customer journey information.


Analyze Predictive Engagement data

Contact center managers and supervisors can view live visitor tracking information, and visitor activity and action map performance reports. Add Predictive Engagement customer journey columns and filters to existing Genesys Cloud performance views. View historical journey data for interactions.


Customize web tracking for Predictive Engagement

Developers use the Journey JavaScript SDK to customize how Predictive Engagement tracks and manages customer activity on your website.


Create third-party integrations with Predictive Engagement

Use Architect workflows and Architect flow actions with Predictive Engagement to build in-house and third-party integrations. Use Predictive Engagement to track campaign-related web activity and create leads with their associated campaign attributes in Salesforce. 


Solutions, best practices, and business scenarios 

Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.