About Predictive Engagement

AI-generated summary

Genesys Cloud Predictive Engagement is an AI-powered customer engagement platform that analyzes website visitor behaviors, predicts desired outcomes, and personalizes interactions across multiple channels to achieve business objectives. The platform enables organizations to track comprehensive customer journeys through segmentation, configure engagement actions including web messaging, web chat, and content offers, and integrate workflows with third-party systems and Salesforce via Architect flows. Core technical capabilities include advanced chat routing, tag manager integration with Google Tag Manager and Adobe Launch, JavaScript SDKs for web and mobile journey tracking, and app event APIs for mobile experiences. The system operates on an event-driven pricing model and maintains GDPR compliance standards for data handling, with organizational entity limits and web tracking entry maximums that cannot be edited. Implementation requires tracking journey events using segments, outcomes, and attributes; creating actions and action maps; and managing interactions with embedded customer journey information. Developers can customize web tracking using Journey and Messenger JavaScript SDKs, while third-party integrations are supported through Architect workflows and flow actions, including Salesforce lead creation with campaign attribution. Agents access detailed customer journey visualization through journey maps, session information, and interaction data within Genesys Cloud CX, with web messaging serving as the recommended engagement channel. Predictive Engagement Agents can answer, respond to, and complete interactions while accessing customer journey information across chat, message, and agent interactions. Contact center managers and supervisors can monitor live visitor tracking, view action map performance reports, and analyze visitor activity through customizable performance views that incorporate Predictive Engagement customer journey columns and filters, including historical journey data. Analytics functionality enables access to visitor activity reports, action map performance metrics, and campaign tracking capabilities that allow teams to track campaign-related web activity and create leads with campaign attributes. Comprehensive documentation is available through the Genesys Cloud pricing hub, including organizational entity limits, pricing information, FAQs, glossary resources, and GDPR compliance information for organizations implementing these features.

Genesys Predictive Engagement is a cloud-based, Genesys Cloud 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.

You can use web messaging with Predictive Engagement. However, we encourage you to use web messaging to replace web chat.

Understand and configure Predictive Engagement

Learn about Predictive Engagement and review the pricing and GDPR compliance information.

Track journey events

Learn how to start tracking visitors on your website with Genesys Predictive Engagement. Then, learn about the tools for identifying and organizing types of visitors and their trackable behaviors.

Create actions and action maps

Learn about the types of actions available in Genesys Predictive Engagement. Learn how to create action maps that use actions to engage visitors and further your business goals.

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 using JavaScript SDKs

If your organization is using web messaging, this section does not apply. Developers can use the Journey and Messenger JavaScript SDKs to customize how Predictive Engagement tracks and manages customer activity on your website.

Customize mobile journey tracking using app event APIs

Use the app events APIs to track customer interactions on your mobile application. Create action maps for Predictive Engagement to proactively engage with customers using mobile messaging.

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

If your organization is using web messaging, this section does not apply. Learn about solutions and best practices that enable Genesys Cloud customers to make the most of Predictive Engagement and Genesys Cloud features.

Pre-configured settings

Learn about the pre-configured settings that Genesys Predictive Engagement contains. The settings cannot be edited.

Pricing and FAQs

Review the pricing information, FAQs, glossary, and learn about GDPR compliance information.

Predictive Engagement glossary
Predictive Engagement and digital user tracking
Add-ons section of the Genesys Cloud pricing hub
Genesys Cloud and GDPR compliance

Agent Resources

Learn about the customer journey data that Genesys Predictive Engagement presents to agents in Genesys Cloud CX.

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