Difference between revisions of "Solution/ChatSolutions"
From Genesys Documentation
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{{Article | {{Article | ||
|Standalone=Yes | |Standalone=Yes | ||
| − | |DisplayName=Predictive Engagement with advanced chat routing | + | |DisplayName=Genesys Predictive Engagement with advanced chat routing |
| − | |TocName=Predictive Engagement with advanced chat routing | + | |TocName=Genesys Predictive Engagement with advanced chat routing |
| − | |Context=Genesys Cloud and Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers. | + | |Context=Genesys Cloud and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers. |
|ComingSoon=No | |ComingSoon=No | ||
|Platform=GenesysCloud | |Platform=GenesysCloud | ||
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|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
| − | |image= | + | |image=GPE_chat_solution_overview_diagram.png |
|structuredtext=The advanced chat solution is a fully customizable and flexible solution that enables you to send targeted and tailored chat offers to your customers. | |structuredtext=The advanced chat solution is a fully customizable and flexible solution that enables you to send targeted and tailored chat offers to your customers. | ||
| Line 24: | Line 24: | ||
|structuredtextwide=*'''Powered by AI''' | |structuredtextwide=*'''Powered by AI''' | ||
**Call on a chatbot to handle interactions. | **Call on a chatbot to handle interactions. | ||
| − | **Use | + | **Use the predictive engagement features to monitor engagements, predict behavior, and respond according to configured action maps. |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
| − | |image= | + | |image=GPE_chat_solution_how_it_works_diagram.png |
|structuredtext=To illustrate how these advanced chat features can enhance the customer journey, we'll walk through 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: | |structuredtext=To illustrate how these advanced chat features can enhance the customer journey, we'll walk through 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: | ||
| − | *'''[[#Stage1|Stage 1]]''' - The customer visits a website configured with Predictive Engagement | + | *'''[[#Stage1|Stage 1]]''' - The customer visits a website configured with Genesys Predictive Engagement |
| − | **'''Tasks''' - Add the Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement. | + | **'''Tasks''' - Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement. |
*'''[[#Stage2|Stage 2]]''' - The customer receives a chat offer. | *'''[[#Stage2|Stage 2]]''' - The customer receives a chat offer. | ||
| − | **'''Tasks''' - Add a web chat widget to your website and configure Predictive Engagement. | + | **'''Tasks''' - Add a web chat widget to your website and configure Genesys Predictive Engagement. |
*'''[[#Stage3|Stage 3]]''' - The customer accepts the chat offer and receives a welcome message. | *'''[[#Stage3|Stage 3]]''' - The customer accepts the chat offer and receives a welcome message. | ||
**'''Tasks''' - Configure auto-responses. | **'''Tasks''' - Configure auto-responses. | ||
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|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
| − | |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 Predictive Engagement | + | |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. |
| − | To | + | To allow Genesys Predictive Engagement to monitor the customer journey, follow the instructions in the following table. |
| − | '''Important:''' First ensure you meet all | + | '''Important:''' First ensure that you meet all [https://help.mypurecloud.com/articles/?p=195855 Genesys Predictive Engagement prerequisites].<p></p> |
{{{!}} class="wikitable" | {{{!}} class="wikitable" | ||
{{!}}- | {{!}}- | ||
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{{!}}{{!}}'''Notes'''<br /> | {{!}}{{!}}'''Notes'''<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Add the Predictive Engagement snippet to your website}}<br /> | + | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Tracking_snippet|display text=Add the Genesys Predictive Engagement snippet to your website}}<br /> |
{{!}}{{!}}<br /> | {{!}}{{!}}<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=Configure web tracking in Predictive Engagement}}<br /> | + | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Web_tracking|display text=Configure web tracking in Genesys Predictive Engagement}}<br /> |
{{!}}{{!}}<br /> | {{!}}{{!}}<br /> | ||
{{!}}} | {{!}}} | ||
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|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
| − | |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 eventually adds items to the cart. The customer then leaves the shopping cart and continues to browse the website. The browsing continues for several minutes, but nothing new is added to the shopping cart. The likelihood that the customer will abandon the shopping cart and leave the website increases, so a popup window appears on-screen, inviting the customer to chat with an agent. | |structuredtext=For this example, let's say your customer browses through the promotional offers on your website and eventually adds items to the cart. The customer then leaves the shopping cart and continues to browse the website. The browsing continues for several minutes, but nothing new is added to the shopping cart. The likelihood that the customer will abandon the shopping cart and leave 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 Predictive Engagement, as outlined in the tables | + | For this scenario to happen, create a widget (Version 2) for web chat and configure Genesys Predictive Engagement, as outlined in the following tables. |
|structuredtextwide====Widget configuration=== | |structuredtextwide====Widget configuration=== | ||
To add the widget for web chat (Version 2) to your website, follow the instructions below. Click the links to see detailed procedures and samples. | To add the widget for web chat (Version 2) to your website, follow the instructions below. Click the links to see detailed procedures and samples. | ||
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{{!}}{{!}}'''Notes'''<br /> | {{!}}{{!}}'''Notes'''<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}[https://help.mypurecloud.com/articles/ | + | {{!}}{{!}}[https://help.mypurecloud.com/articles/?p=195772 Create the widget and route it to a chat flow]<br /> |
{{!}}{{!}}Follow the Version 2 widget procedures to complete this task. <br /> | {{!}}{{!}}Follow the Version 2 widget procedures to complete this task. <br /> | ||
{{!}}- | {{!}}- | ||
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| − | ===Predictive Engagement configuration=== | + | ===Genesys Predictive Engagement configuration=== |
| − | To configure Predictive Engagement, | + | To configure Genesys Predictive Engagement, complete the following instructions. Pay attention to the Notes column for special instructions or configuration notes. The links take you to the documented procedures in the Genesys Predictive Engagement documentation. |
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{{!}}{{!}}'''Notes'''<br /> | {{!}}{{!}}'''Notes'''<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Segments|display text=Create a segment in Predictive Engagement}}<br /> | + | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Segments|display text=Create a segment in Genesys Predictive Engagement}}<br /> |
{{!}}{{!}}<br /> | {{!}}{{!}}<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Outcomes|display text=Create an outcome in Predictive Engagement}}<br /> | + | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Outcomes|display text=Create an outcome in Genesys Predictive Engagement}}<br /> |
{{!}}{{!}}<br /> | {{!}}{{!}}<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_maps|display text=Build an action map in Predictive Engagement}}<br /> | + | {{!}}{{!}}{{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Action_maps|display text=Build an action map in Genesys Predictive Engagement}}<br /> |
{{!}}{{!}}'''Important''': Make sure to select web chat as the engagement method. | {{!}}{{!}}'''Important''': Make sure to select web chat as the engagement method. | ||
{{!}}- | {{!}}- | ||
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===Resources=== | ===Resources=== | ||
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=169697 About Genesys Predictive Engagement] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=196175 Widgets feature comparison] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=194115 About widgets for web chat] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=3441 Work with web chat interactions] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=195871 Genesys Predictive Engagement quick start guide] |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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A few seconds later, the following message appears: ''Thanks for waiting - how can we help you today?'' This time, a bot avatar appears next to the message. This is a standard auto-response and is bot-generated. The purpose is to extract preliminary information from the customer. | A few seconds later, the following message appears: ''Thanks for waiting - how can we help you today?'' This time, a bot avatar appears next to the message. This is a standard auto-response and is bot-generated. 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, the response can be written directly into the flow. <p class="mw_paragraph">Refer to the Resources section below to learn more about these options and their associated procedures. | |structuredtextwide=You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, the response can be written directly into the flow. <p class="mw_paragraph">Refer to the Resources section below to learn more about these options and their associated procedures. | ||
| − | <h3>Resources</h3><ul><li>[https://help.mypurecloud.com/articles/ | + | <h3>Resources</h3><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 | |Status=No | ||
}}{{Section | }}{{Section | ||
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{{!}}{{!}}Notes<br /> | {{!}}{{!}}Notes<br /> | ||
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}[https://help.mypurecloud.com/articles/ | + | {{!}}{{!}}[https://help.mypurecloud.com/articles/?p=3792 Create a flow in Architect]<br /> |
| − | {{!}}{{!}}Ensure the flow is linked to the widget for web chat. See Stage 2. <br /> | + | {{!}}{{!}}Ensure that the flow is linked to the widget for web chat. See Stage 2. <br /> |
{{!}}- | {{!}}- | ||
| − | {{!}}{{!}}[https://help.mypurecloud.com/articles/ | + | {{!}}{{!}}[https://help.mypurecloud.com/articles/?p=207068 Call on a chatbot for a supported chatbot integration] <br /> |
{{!}}{{!}}<br /> | {{!}}{{!}}<br /> | ||
{{!}}} | {{!}}} | ||
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===Resources=== | ===Resources=== | ||
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=53682 About Architect] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=190600 Inbound chat flows overview] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=20587 Task and state editor actions] |
|Status=No | |Status=No | ||
}}{{Section | }}{{Section | ||
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|alignment=Horizontal | |alignment=Horizontal | ||
|Media=Image | |Media=Image | ||
| − | |image= | + | |image=GPE_customer_escalates_to_agent_diagram.png |
|structuredtext=The chatbot explained the return policy and then asked the customer if there were any more questions: | |structuredtext=The chatbot explained the return policy and then asked the customer if there were any more questions: | ||
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At this point, you can decide which queue you want to route the customer to. You have two general options: use the suggested queue or define a queue. | At this point, you can decide which queue you want to route the customer to. You have two general options: use the suggested queue or define a queue. | ||
===Use suggested queue=== | ===Use suggested queue=== | ||
| − | For this option, you can use the queue defined in the Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target}} option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration. | + | For this option, you can use the queue defined in the Genesys Predictive Engagement {{Link-AnywhereElse|product=ATC|version=Current|manual=AdminGuide|topic=Route|display text=Route to a target}} option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration. |
===Define a queue=== | ===Define a queue=== | ||
If you don't want to use the suggested queue, you can use data actions to do the following: | If you don't want to use the suggested queue, you can use data actions to do the following: | ||
| − | *Perform a detail visitor lookup in Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, then it would suggest you route to a live agent in a sales queue.<br /> | + | *Perform a detail visitor lookup in Genesys Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, then it would suggest you route to a live agent in a sales queue.<br /> |
*Choose a queue based on some other pre-defined criteria: | *Choose a queue based on some other pre-defined criteria: | ||
**Data dips allow customers to gather specific metrics about a given queue before making a decision. | **Data dips allow customers to gather specific metrics about a given queue before making a decision. | ||
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===Resources=== | ===Resources=== | ||
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=563 Interaction routing configuration] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=163198 About routing] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=18650 Create and configure queues] |
| − | *[https://help.mypurecloud.com/articles/ | + | *[https://help.mypurecloud.com/articles/?p=41705 Schedules] |
|Status=No | |Status=No | ||
}} | }} | ||
}} | }} | ||
Revision as of 17:41, November 19, 2020
Contents
- 1 Solution overview
- 2 How it works
- 3 Stage 1 - The customer visits the website
- 4 Stage 2 - The customer receives a chat offer
- 5 Stage 3 - The customer accepts the chat offer and receives a welcome message.
- 6 Stage 4 - The customer interacts with a chatbot
- 7 Stage 5 - The customer escalates to an agent
Genesys Cloud and Genesys Predictive Engagement offer advanced routing, auto-response, and AI capabilities that provide customized chat solutions to customers.
Solution overview
The advanced chat solution is a fully customizable and flexible solution that enables you to send targeted and tailored chat offers to your customers.
Highlights:
- Advanced routing capabilities
- Make routing decisions based on the needs and profile of the customer.
- Update routing decisions dynamically, even within a chat flow.
- Define the circumstances, such as business hours and schedules, in which a chat is routed to either a chatbot or to a human agent.
- Auto-response capabilities
- Send an automatic notification to the customer - Thanks for contacting us; we will be with you shortly.
- Send a standard bot-generated message - Thanks for waiting. How can we help you today?
- Powered by AI
- Call on a chatbot to handle interactions.
- Use the predictive engagement features to monitor engagements, predict behavior, and respond according to configured action maps.
How it works
To illustrate how these advanced chat features can enhance the customer journey, we'll walk through 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:
- Stage 1 - The customer visits a website configured with Genesys Predictive Engagement
- Tasks - Add the Genesys Predictive Engagement snippet to your website and configure web tracking in Predictive Engagement.
- Stage 2 - The customer receives a chat offer.
- Tasks - Add a web chat widget to your website and configure Genesys Predictive Engagement.
- Stage 3 - The customer accepts the chat offer and receives a welcome message.
- Tasks - Configure auto-responses.
- Stage 4 - The customer interacts with a chatbot.
- Tasks - Configure the chat flow, link a chat flow to a web chat widget, and call on a chatbot.
- Stage 5 - The customer escalates to an agent.
- Tasks - Define the routing strategy.
From this point on, the article is split into five sections, each detailing these pivotal stages of the journey, and it will reference the steps and procedures required to complete that stage of the journey.
Stage 1 - The customer visits the website
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.
To allow Genesys Predictive Engagement to monitor the customer journey, follow the instructions in the following table.
Important: First ensure that you meet all Genesys Predictive Engagement prerequisites.| Task |
Notes |
| Add the Genesys Predictive Engagement snippet to your website |
|
| Configure web tracking in Genesys Predictive Engagement |
Stage 2 - The customer receives a chat offer
For this example, let's say your customer browses through the promotional offers on your website and eventually adds items to the cart. The customer then leaves the shopping cart and continues to browse the website. The browsing continues for several minutes, but nothing new is added to the shopping cart. The likelihood that the customer will abandon the shopping cart and leave 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.Widget configuration
To add the widget for web chat (Version 2) to your website, follow the instructions below. Click the links to see detailed procedures and samples.
| Task |
Notes |
| Create the widget and route it to a chat flow |
Follow the Version 2 widget procedures to complete this task. |
| Add the deployment key to your website |
Genesys Predictive Engagement configuration
To configure Genesys Predictive Engagement, complete the following instructions. Pay attention to the Notes column for special instructions or configuration notes. The links take you to the documented procedures in the Genesys Predictive Engagement documentation.
| Task |
Notes |
| Create a segment in Genesys Predictive Engagement |
|
| Create an outcome in Genesys Predictive Engagement |
|
| Build an action map in Genesys Predictive Engagement |
Important: Make sure to select web chat as the engagement method. |
| Apply an action map to your website |
|
| Route to a target queue |
Important: If chatbots will handle interactions, do not enable Route if agents available. |
| Design the chat offer and chat window |
Resources
Stage 3 - The customer accepts the chat offer and receives a welcome message.
The customer accepts the chat offer, the chat window opens, and the customer sees the following message: Hello, we will be with you shortly. This is an example of an auto-response notice. This type of response appears as a system message to the customer.
A few seconds later, the following message appears: Thanks for waiting - how can we help you today? This time, a bot avatar appears next to the message. This is a standard auto-response and is bot-generated. The purpose is to extract preliminary information from the customer.
You can send responses from the chat flow, with the content coming from Genesys Cloud's canned responses. Alternatively, the response can be written directly into the flow.
Refer to the Resources section below to learn more about these options and their associated procedures.
Resources
Stage 4 - The customer interacts with a chatbot
In this stage of the journey, the customer begins interacting with a chatbot.
- Chatbot: Thanks for waiting - how can we help you today?
- Customer: I'm wondering about the return policy on these shoes in my shopping cart. I can't find the information on your website.
- Chatbot: You have 30 days from the purchase date to return any item purchased on our website.
- 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.
To enable this type of interaction, complete tasks outlined in the table below.
| Task |
Notes |
| Create a flow in Architect |
Ensure that the flow is linked to the widget for web chat. See Stage 2. |
| Call on a chatbot for a supported chatbot integration |
Resources
Stage 5 - The customer escalates to an agent
The chatbot explained the return policy and then asked the customer if there were any more questions:
- Chatbot: Do you have any further questions?
- Customer: Yes, I want to speak to an adviser about purchasing a loyalty card.
- Chatbot: Please hold for a customer service associate.
At this point, you can decide which queue you want to route the customer to. You have two general options: use the suggested queue or define a queue.
Use suggested queue
For this option, you can use the queue defined in the Genesys Predictive Engagement Route to a target option. If no queue is specified in Predictive Engagement, you can use the default queue specified in the website configuration.
Define a queue
If you don't want to use the suggested queue, you can use data actions to do the following:
- Perform a detail visitor lookup in Genesys Predictive Engagement and then suggest a queue based on the search results. For example, if the lookup shows the customer is likely ready to buy something, then it would suggest you route to a live agent in a sales queue.
- Choose a queue based on some other pre-defined criteria:
- Data dips allow customers to gather specific metrics about a given queue before making a decision.
- Use schedules to determine which queue to route to.
The tasks required to complete this section depend on your routing choices. See the Resources section below to learn more about routing and queue configuration.
Resources
Comments or questions about this documentation? Contact us for support!