Genesys Predictive Engagement Glossary

AI-generated summary

Genesys Cloud provides predictive engagement capabilities to optimize customer journeys. It uses AI to analyze visitor behavior and match them to segments and outcomes via journey optimization logic comprised of conditions, projections, and attributes. Key components include action maps, which define interactions based on segments; outcomes that represent business goals; segments to group similar visitors; web actions like content offers and web chats; and probabilities that indicate likelihood of outcomes. It analyzes the customer journey across sessions and offers qualified action maps to achieve outcomes.

Glossary of terms for Genesys Predictive Engagement

Name	Description
action map	Defines how you want Genesys Predictive Engagement to interact with a visitor based on the visitor's matching segments and your preferred outcomes. For more information, see Create an action map.
channel	Represents the means by which a customer contacts you. Depending on your business, your channels may include: Phone calls Chats Email Messaging Callback
conditions	Expressions that tell Genesys Predictive Engagement how to match visitors to segments or outcomes.
customer journey	History of a visitor's activity on your website and with your agents.
event	Represents a single activity, such as when a visitor purchases a product.
event attribute	Extra piece of information about an event.
journey optimization logic	Combination of segments, outcomes, and action maps that improve Genesys Predictive Engagement's AI capabilities. For more information, see: Create an action map Create outcomes Create segments
journey patterns	Actions on your website that all visitors in a particular segment took. Examples of journey patterns are completing a form or visiting a specific webpage.
outcome	Business goal that you want to track and achieve. For more information, see Create outcomes.
probability	Percentage that indicates how likely a customer is to do something. The higher the probability, the more likely the outcome. For example, if the outcome is “buy a t-shirt” and the probability is 80%, a customer is 80% likely to buy the t-shirt.
probability score	Numerical value that Genesys Predictive Engagement assigns to a customer based on the likelihood that they will achieve a given business outcome.
projection	User-defined mapping that links event attributes to session attributes.
qualified	When a trigger determines that Genesys Predictive Engagement should offer an action map to a visitor, the action map is qualified for that visitor.
segment	Feature coming soon: Customer segments Group of visitors that share similar behavior or characteristics. Session segments expire when the single session ends. Customer segments persist across sessions. For more information, see Create segments.
session	Set of related events that involve a single visitor, within a given timeframe.
session attribute	Extra piece of information about a session.
visitor	Person who is looking at your website. A visitor may or may not correspond to an existing customer record.
visitor attribute	Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor characteristic. For example, uses a Chrome browser or lives in Canada.
visitor journey attribute	Type of attribute used to create a condition that matches visitors to segments and outcomes based on a visitor behavior. For example, visits the Current Sales webpage.
web action	An action that interacts directly with visitors through a web page. For example, content offers and web chats are web actions.

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Genesys Predictive Engagement Glossary

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