Work with chat interactions with Predictive Engagement

Prerequisites

The following permissions:

  • Journey > Action Map > View
  • Journey > Customer > View
  • Journey > Segment > View
  • Journey > Outcome > View
  • Journey > Visit > View
  • Journey > Event > View

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.

Workforce engagement for PureConnect and Genesys Engage users

This Genesys Cloud feature is not available to users from the PureConnect and Genesys Engage platforms.

Users from those platforms can supplement or replace their platform’s workforce engagement features with the robust and scalable features available in Genesys Cloud. For more information about how customers from those platforms use Genesys Cloud features, see the Genesys Cloud Workforce Engagement for PureConnect Solution Guide and the Genesys Engage cloud User Guide.

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.

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.

Related tasks