About outcome predictions and probabilities

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, that a user will complete an outcome.

• Predicting outcome scores
• How Predictive Engagement gathers outcome probability data
• Start training your prediction models
• Ongoing model training
• Improve your predictions

Create outcomes

To allow Genesys Predictive Engagement to predict visitor behavior, define your business goals asNo resultss.

• Search for and view your outcomes
• Create an outcome
• Duplicate an outcome
• Edit an outcome
• Activate or deactivate an outcome
• Delete an outcome

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.

• About attributes
• Operators

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.

• Create an action map
• [[ATC/Current/AdminGuide/Outcome_probabilities|]]

View outcome scores

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

• Outcome scores in Live Now