About outcome predictions and probabilities

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outcome

A business goal that you want to track and achieve.

Predictive Engagement uses AI-powered machine learning to predict the probability of whether users will achieve your unique business outcomes.


Outcome score prediction

When users come to your website, Genesys Predictive Engagement tracks how they navigate your website and complete web-based forms. Genesys Predictive Engagement uses AI and machine learning to analyze the traffic on your website to identify patterns of behavior. Based on these patterns, Genesys Predictive Engagement determines the probability, or likelihood of a visitor completing an outcome.


Create outcomes

To allow Genesys Predictive Engagement to predict visitor behavior, define your business goals as outcomes.

Attribute and operators

When you create an outcome, you specify the conditions that make it possible. To specify the conditions, you define an expression that includes an attribute and an operator.

Use outcomes in an action map

After you build an outcome, you can configure an action map to trigger based on the probability that a user will achieve it.

View outcome scores

You can see the outcome scores for users changing in real time in Live Now.