Configure an outcome probability
Learn how to trigger an action map based on the likelihood of an outcome occuring.
- Configure the following permissions in Genesys Cloud:
- Journey > Action Map > Add, Delete, Edit, and View (to create action maps)
- Journey > Action Target > View (to select a team to handle interactions from the action map)
- Create segments.
- Create outcomes.
Trigger based on outcome probability
Select the outcome for a visitor to achieve and then use the slider to specify the probability of the visitor achieving the outcome. Set likelihood to achieve outcome means that the likelihood of the visitor achieving the outcome is greater than or equal to the percentage that you set.
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. Detect change in behaviour means that the new likelihood of the visitor achieving the outcome is less than or equal to the percentage that you set.For more information about how Genesys Predictive Engagement predicts outcome probabilities, see Overview of outcome predictions and probabilities.
- To minimize an outcome, such as preventing a call to Support, use only the Set likelihood to achieve outcome slider.
- To maximize an outcome, such as making a sale, use both sliders.
Example: Minimize the likelihood of a negative outcome
You want to start a proactive chat when a visitor is on the Contact Us page and is likely to call for assistance. Move the Set likelihood to achieve outcome slider to 70% because Genesys Predictive Engagement estimates that by the time a visitor is on the Contact Us page, they are 70% likely to call Support.
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 Set likelihood to achieve outcome slider to 70% and the Detect change in behavior 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.
Improve your results
Set the sliders to approximate positions. Start with any reasonable values and observe the effect of the action map. After a few days, change the settings and compare your new results. Adjust the sliders as often as you want until you achieve the results that you want.