Solution/ChatSolutions - Revision history

Ed.jamer@genesys.com: Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

2021-11-09T21:28:22Z

Text replacement - "Genesys Cloud" to "Genesys Cloud CX"

Peter.chaplin@genesys.com: Published

2021-09-24T15:13:19Z

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Monique.gionet@genesys.com: Published

2021-09-14T16:16:00Z

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Gayathri.jaishankar@genesys.com: Published

2021-08-10T12:36:29Z

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Barbara.martin@genesys.com: Published

2021-04-14T13:11:48Z

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Barbara.martin@genesys.com: Published

2021-02-19T15:38:36Z

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Barbara.martin@genesys.com: Published

2021-02-12T19:51:19Z

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Barbara.martin@genesys.com: Published

2021-02-12T19:27:44Z

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Barbara.martin@genesys.com: Published

2020-12-15T13:29:09Z

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Barbara.martin@genesys.com: Published

2020-11-20T18:21:24Z

Published

@@ Line 3: / Line 3: @@
 |DisplayName=Genesys Predictive Engagement with advanced chat routing
 |TocName=Genesys Predictive Engagement with advanced chat routing
-|Context=Genesys Cloud and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.
+|Context=Genesys Cloud CX and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.
 |Dimension=WebChat
 |ComingSoon=No
@@ Line 9: / Line 9: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=<br />{{NoteFormat|This guide only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|}}<br />
+|structuredtext=<br />{{NoteFormat|This guide only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud CX customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|}}<br />
 |Status=No
 }}{{Section
@@ Line 113: / Line 113: @@
 A few seconds later, a standard auto-response message appears, which is bot-generated. For example, "''Thanks for waiting - how can we help you today?''" This time, a bot avatar appears next to the message. The purpose is to extract preliminary information from the customer.
-|structuredtextwide=You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, you can write the response directly into the flow. <h3>Resources</h3>For more information about the response options, see the following: <ul><li>[https://help.mypurecloud.com/articles/?p=190600 Inbound chat flows overview]</li><li>[https://help.mypurecloud.com/articles/?p=51965 About canned responses]</li><li>[https://help.mypurecloud.com/articles/?p=181977 Send Response action]</li></ul>
+|structuredtextwide=You can send responses from the chat flow, with the content coming from Genesys Cloud CX's canned responses. Alternatively, you can write the response directly into the flow. <h3>Resources</h3>For more information about the response options, see the following: <ul><li>[https://help.mypurecloud.com/articles/?p=190600 Inbound chat flows overview]</li><li>[https://help.mypurecloud.com/articles/?p=51965 About canned responses]</li><li>[https://help.mypurecloud.com/articles/?p=181977 Send Response action]</li></ul>
 |Status=No
 }}{{Section

@@ Line 45: / Line 45: @@
 **'''Task:''' Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement.
-*'''[[Draft:Solution/ChatSolutions#Stage2|Stage 2:]]''' Customer receives a chat offer.
+*'''[[#Stage2|Stage 2:]]''' Customer receives a chat offer.
 **'''Task:''' Add a web chat widget to your website and configure Genesys Predictive Engagement.
-*'''[[Draft:Solution/ChatSolutions#Stage3|Stage 3:]]''' Customer accepts the chat offer and receives a welcome message.
+*'''[[#Stage3|Stage 3:]]''' Customer accepts the chat offer and receives a welcome message.
 **'''Task:''' Configure auto-responses.
-*'''[[Draft:Solution/ChatSolutions#Stage4|Stage 4:]]''' Customer interacts with a chatbot.
+*'''[[#Stage4|Stage 4:]]''' Customer interacts with a chatbot.
 **'''Task:''' Configure the chat flow, link a chat flow to a web chat widget, and call on a chatbot.
-*'''[[Draft:Solution/ChatSolutions#Stage5|Stage 5:]]''' Customer escalates to an agent.
+*'''[[#Stage5|Stage 5:]]''' Customer escalates to an agent.
 **'''Task:''' Define the routing strategy.
 |structuredtextwide=The following sections describe these pivotal stages of the journey, and reference the steps and procedures required to complete that stage of the journey.

@@ Line 16: / Line 16: @@
 |Media=Image
 |image=GPE_chat_solution_overview_diagram.png
 |structuredtext=The advanced chat solution is a fully customizable and flexible solution that allows you to send targeted and tailored chat offers to your customers.
@@ Line 38: / Line 39: @@
 |Media=Image
 |image=GPE_chat_solution_how_it_works_diagram.png
 |structuredtext=To illustrate how these advanced chat features can enhance the customer journey, let's look at a typical customer journey. For the purposes of this article, let's say the customer is shopping online. We'll break the journey down into five stages:
@@ Line 59: / Line 61: @@
 |Media=Image
 |image=GPE_customer_visits_website_diagram.png
 |structuredtext=In the first stage of the customer journey, the customer visits the website, which is configured with Genesys Predictive Engagement. Predictive Engagement monitors the customer's engagement and decides how and when to engage the customer to achieve a defined desired outcome.
 |structuredtextwide=To allow Genesys Predictive Engagement to monitor the customer journey, complete the following tasks:
@@ Line 72: / Line 75: @@
 |Media=Image
 |image=GPE_customer_receives_chat_offer_diagram.png
 |structuredtext=For this example, let's say your customer browses through the promotional offers on your website and then adds items to the cart. The customer leaves the shopping cart and continues to browse the website. The customer continues browsing for several minutes, but doesn't adding anything else to the shopping cart. The likelihood of the customer abandoning the shopping cart and leaving the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent.
@@ Line 105: / Line 109: @@
 |Media=Image
 |image=ChatOffers_Stage3.png
 |structuredtext=The customer accepts the chat offer, the chat window opens, and the customer sees an auto-response notice. For example, "''Hello, we will be with you shortly."'' Auto-response notices appear as a system message to the customer.
@@ Line 116: / Line 121: @@
 |Media=Image
 |image=GPE_customer_interacts_with_chatbot_diagram.png
 |structuredtext=In this stage of the journey, the customer begins interacting with a chatbot.
@@ Line 140: / Line 146: @@
 |Media=Image
 |image=GPE_customer_escalates_to_agent_diagram.png
 |structuredtext=The chatbot explained the return policy and then asked whether the customer had any more questions:

@@ Line 4: / Line 4: @@
 |TocName=Genesys Predictive Engagement with advanced chat routing
 |Context=Genesys Cloud and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.
 |ComingSoon=No
 |Platform=GenesysCloud
 |Section={{Section
 |alignment=Vertical
-|structuredtext={{BarbFeatureTemp|Feature=Web messaging}}This guide only applies to customers who are using web chat. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.
+|structuredtext=<br />{{NoteFormat|This guide only applies to customers using {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_chats|display text=web chat}}. If you are a Genesys Cloud customer, we encourage you to use the new {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=About_web_messaging|display text=web messaging}} feature to replace web chat.|}}<br />
 |Status=No
 }}{{Section

@@ Line 80: / Line 80: @@
 *[https://help.mypurecloud.com/articles/?p=195772 Create the widget and route it to a chat flow] ( Follow the Version 2 widget procedures to complete this task.)
-*[https://developer.mypurecloud.com/api/webchat/widget-version2.html#configuration Add the deployment key to your website]
+*[https://developer.genesys.cloud/api/webchat/widget-version2.html#configuration Add the deployment key to your website]
 ===Genesys Predictive Engagement configuration===

@@ Line 87: / Line 87: @@
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_segments|display text=Create a segment in Genesys Predictive Engagement}}
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_outcomes|display text=Create an outcome in Genesys Predictive Engagement}}
-*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_maps|display text=Build an action map in Genesys Predictive Engagement}} {{NoteFormat|1=Ensure that you select web chat as the engagement method.|2=}}
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_maps|display text=Create an action map in Genesys Predictive Engagement}} {{NoteFormat|1=Ensure that you select web chat as the engagement method.|2=}}
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Apply|display text=Apply an action map to your website}}
 *{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target queue}} {{NoteFormat|1=If chatbots will handle interactions, do not enable '''Route if agents available'''.|2=}}

@@ Line 61: / Line 61: @@
 |image=GPE_customer_visits_website_diagram.png
 |structuredtext=In the first stage of the customer journey, the customer visits the website, which is configured with Genesys Predictive Engagement. Predictive Engagement monitors the customer's engagement and decides how and when to engage the customer to achieve a defined desired outcome.
-|structuredtextwide=To allow Genesys Predictive Engagement to monitor the customer journey, complete the instructions in the following table.{{NoteFormat|1=First, ensure that you meet all [https://help.mypurecloud.com/articles/?p=195855Genesys Predictive Engagement prerequisites].|2=}}
+|structuredtextwide=To allow Genesys Predictive Engagement to monitor the customer journey, complete the following tasks:
-{{{!}} class="wikitable"
-{{!}}-
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Add the Genesys Predictive Engagement snippet to your website}}
-{{!}}{{!}}'''Task'''
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=Configure web tracking in Genesys Predictive Engagement}}
-{{!}}{{!}}'''Notes'''
+{{NoteFormat|1=First, ensure that you meet all [https://help.mypurecloud.com/articles/?p=195855Genesys Predictive Engagement prerequisites].|2=}}
 |Status=No
 }}{{Section
@@ Line 82: / Line 75: @@
 |structuredtext=For this example, let's say your customer browses through the promotional offers on your website and then adds items to the cart. The customer leaves the shopping cart and continues to browse the website. The customer continues browsing for several minutes, but doesn't adding anything else to the shopping cart. The likelihood of the customer abandoning the shopping cart and leaving the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent.
-For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement, as outlined in the following tables.
+For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement.
 |structuredtextwide====Widget configuration===
-The following table provides links to procedures and samples for adding the widget for web chat (Version 2) to your website.
+To add the widget (Version 2) for web chat to your website, complete the following tasks:
-{{{!}} class="wikitable"
-{{!}}-
+*[https://help.mypurecloud.com/articles/?p=195772 Create the widget and route it to a chat flow] ( Follow the Version 2 widget procedures to complete this task.)
-{{!}}{{!}}'''Task'''<br />
+*[https://developer.mypurecloud.com/api/webchat/widget-version2.html#configuration Add the deployment key to your website]
 ===Genesys Predictive Engagement configuration===
-The following table provides links to procedures for configuring Genesys Predictive Engagement. Pay attention to the '''Notes''' column for special instructions or configuration notes.
+To configure Genesys Predictive Engagement, complete the following tasks:
-{{{!}} class="wikitable"
-{{!}}-
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_segments|display text=Create a segment in Genesys Predictive Engagement}}
-{{!}}{{!}}'''Task'''<br />
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_outcomes|display text=Create an outcome in Genesys Predictive Engagement}}
-{{!}}{{!}}'''Notes'''<br />
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_maps|display text=Build an action map in Genesys Predictive Engagement}} {{NoteFormat|1=Ensure that you select web chat as the engagement method.|2=}}
-{{!}}-
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Apply|display text=Apply an action map to your website}}
-{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_segments|display text=Create a segment in Genesys Predictive Engagement}}
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target queue}} {{NoteFormat|1=If chatbots will handle interactions, do not enable '''Route if agents available'''.|2=}}
-{{!}}{{!}}<br />
+*{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Chat_offers|display text=Design the chat offer and chat window}}
-{{!}}-
 ===Resources===
@@ Line 154: / Line 124: @@
 *'''Customer:''' OK, thanks. One more question; I want to purchase a loyalty card. Can you help me with that?
 *'''Chatbot:''' Please hold while I transfer you to an agent.
-|structuredtextwide=The following table provides links to procedures for allowing this type of interaction.
+|structuredtextwide=To allow this type of interaction, complete the following tasks:
-{{{!}} class="wikitable"
-{{!}}-
+*[https://help.mypurecloud.com/articles/?p=3792 Create a flow in Architect] {{NoteFormat|1=Ensure that you link the flow to the widget for web chat. For more information, see stage 2.|2=}}
-{{!}}{{!}}'''Task'''<br />
+*[https://help.mypurecloud.com/articles/?p=207068 Call on a chatbot for a supported chatbot integration]
 ===Resources===

@@ Line 7: / Line 7: @@
 |Platform=GenesysCloud
 |Section={{Section
 |sectionHeading=Solution overview
 |alignment=Horizontal

@@ Line 104: / Line 104: @@
 {{!}}{{!}}<br />
 {{!}}-
-{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Outcomes|display text=Create an outcome in Genesys Predictive Engagement}}<br />
+{{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Manage_outcomes|display text=Create an outcome in Genesys Predictive Engagement}}<br />
 {{!}}{{!}}<br />
 {{!}}-