Genesys Predictive Engagement Is Your Next CX Superpower

Imagine you’ve been asked to create a proactive message that will reach customers who are browsing your company’s website to offer them a targeted promotion that increases conversion. You have a lot on your mind as you set up this touchpoint — it needs to be perfect.

You’ll have to consider several factors.

1. Finding the group that’s specifically interested in the service or product, so you don’t annoy uninterested people with irrelevant offers.
2. Not giving the offer to people who will convert without any special offer. Otherwise, you’ll leave revenue on the table.
3. Provide a nudge for the group that needs it to achieve the outcome you want, such as increase conversion.
4. Pointing human power (your agents) at prospects likely to convert so you use limited resources efficiently.

If you could predict the future, this task would be easy. But knowing how something is going to turn out is a superpower none of us possess.

Preview Audience Size When Creating Campaigns

Genesys Predictive Engagement proactively personalises omnichannel customer experiences. It analyses a customer’s web behaviour and identifies who, when and how to engage.

It then proactively triggers the precisely timed action through automated or agent-assisted messaging, chatbots or content offers. This drives the next best step in the customer journey.

Since the first release of Genesys Predictive Engagement, users have seen great results observing customer behaviours and creating triggers for engagement when customers demonstrate behaviour the brand knows benefits from engagement. Now Genesys Predictive Engagement makes it easier for you to know what will happen when you set up engagement rules. It gets you one step closer to predicting your customers’ next actions.

With the new Audience Estimator capability, Genesys Predictive Engagement allows you to estimate the size of your audience that’s likely to reach an outcome. This gives you much greater visibility and control. And it allows you to maximise the revenue your offer generates, nudge customers toward the outcome your business leaders want and connect agents to customers who are most likely to convert. And that improves overall agent efficiency.

Genesys Predictive Engagement shows you the size of the audience it estimates will qualify for your action. No more guessing the size and impact of your campaign; you know from the start.

By adjusting your segments, you change the estimated reach numbers. Add or delete segments and triggers to get the audience size in line with business resources (human agent and bot capacity) as well as desired business outcomes.