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 likelihood of achieving an outcome, 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 likelihood.

• 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

Set a threshold value to identify the visitors who have a higher likelihood of achieving the outcome. For example, if you aim to target the visitors who are in the top 30% most likely to achieve the outcome bracket, your action map is qualified for the visitors who are more likely to achieve the outcome compared to 70% of all the visitors on your website. In other words, your action map targets the top 30% of the visitors.

You can trigger an action map based on the probability of a visitor achieving a given business outcome, based on the behavior of visitors who achieved that outcome previously. To trigger the action map based on outcome probability:

1. In the Outcome Triggering section, select the outcome for a visitor to achieve.

2. In the Define Audience section, in the Engage with visitors most likely to achieve outcome slider, specify the likelihood of the visitor achieving the outcome in comparison to the other visitors.
   The green highlighted end of the slider displays the visitors that the action map targets. For example, if you plan to target the customers who are in the 20% more likely to make a payment bracket compared to all other visitors on your website, your action map targets a small set of visitors whose likelihood of achieving the outcome is very high. That is, the top 20% of the visitors, which is the highlighted section of the slider.
3. You can also configure the action map to trigger based on a change in a visitor’s behavior that affects the probability of the visitor achieving the outcome.
   In the And likelihood falls below slider, set a fallback likelihood of the visitor achieving the outcome. When the likelihood of achieving the outcome falls, the action map is qualified. For example, if you plan to target the customers who are in the 20% of making of a purchase bracket but suddenly drops to 50% least likely to achieve the outcome, the action map targets those visitors whose likelihood changed. 

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.