Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

Thanks for the link Cameron, 

I've read through it numerous times however I am not sure if I am missing something or that my description wasn't clear. 
We don't want to delete a segment, we just want to unassign a segment from that user. 

Another example is that we were to assign a segment based on state they reside in, the user moves to another state and we need to unassign their previous segment and assign the new one.
If it is possible and that I am just blind, can you point me to the right direction? 

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

Hi @Cameron Tomlin sorry to tag you but I was checking to see if you saw my previous question? 
I went through the documentation and can't seem to edit the customers profile let alone unassigning a segment. 
Am I missing something? 

Thanks in advance! 

Thanks for the link Cameron, 

I've read through it numerous times however I am not sure if I am missing something or that my description wasn't clear. 
We don't want to delete a segment, we just want to unassign a segment from that user. 

Another example is that we were to assign a segment based on state they reside in, the user moves to another state and we need to unassign their previous segment and assign the new one.
If it is possible and that I am just blind, can you point me to the right direction? 

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

Hi Tony, 

I did not see this thank you for the tag. You should be able to edit the customer attributes. If I am understanding your question correctly. 

If not then I think a screenshot can will be helpful to get a clearer picture. 

Hi @Cameron Tomlin sorry to tag you but I was checking to see if you saw my previous question? 
I went through the documentation and can't seem to edit the customers profile let alone unassigning a segment. 
Am I missing something? 

Thanks in advance! 

Thanks for the link Cameron, 

I've read through it numerous times however I am not sure if I am missing something or that my description wasn't clear. 
We don't want to delete a segment, we just want to unassign a segment from that user. 

Another example is that we were to assign a segment based on state they reside in, the user moves to another state and we need to unassign their previous segment and assign the new one.
If it is possible and that I am just blind, can you point me to the right direction? 

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

Thank you @Cameron Tomlin
I understand we can edit the attributes which we can use to match new segments, but we are hoping to do the reverse actually.

Example, remove segments if attributes meets XYZ. Or use an API or command to strip all segments.

Here is a screenshot, we just want to be able to remove a segment that had previously matched.


An example of a problem we are trying to solve is that: 

We are currently consolidating all our knowledge articles into the 1 while utilizing different segments for each region. 
Customer is authenticated when they log into the website, we will pass an attribute that will assign a segment (call it AU) that will trigger the correct article specific to AU region. 
Now if a customer moves or need to switch to another region like NZ, we will need to remove the AU segment and assign a new NZ segment. 

Or maybe I am over thinking it and should have asked first, does a segment gets linked to a user indefinitely or is it only the session they are currently on?

Thanks again. 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-24-2024 09:06
From: Cameron Tomlin
Subject: Remove segments from customer journey

Hi Tony, 

I did not see this thank you for the tag. You should be able to edit the customer attributes. If I am understanding your question correctly. 

If not then I think a screenshot can will be helpful to get a clearer picture. 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-24-2024 02:34
From: Tony Nguyen
Subject: Remove segments from customer journey

Hi @Cameron Tomlin sorry to tag you but I was checking to see if you saw my previous question? 
I went through the documentation and can't seem to edit the customers profile let alone unassigning a segment. 
Am I missing something? 

Thanks in advance! 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-17-2024 18:45
From: Tony Nguyen
Subject: Remove segments from customer journey

Thanks for the link Cameron, 

I've read through it numerous times however I am not sure if I am missing something or that my description wasn't clear. 
We don't want to delete a segment, we just want to unassign a segment from that user. 

Another example is that we were to assign a segment based on state they reside in, the user moves to another state and we need to unassign their previous segment and assign the new one.
If it is possible and that I am just blind, can you point me to the right direction? 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-17-2024 11:38
From: Cameron Tomlin
Subject: Remove segments from customer journey

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-16-2024 21:06
From: Tony Nguyen
Subject: Remove segments from customer journey

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

------------------------------
Tony Nguyen
Smartgroup
------------------------------

...And I just found the answer to the last question by simply looking at the customer journeys history. Segments are assigned per session which solves the problem I thought we had.
Sorry, took me a while to realize what I was actually asking for. 

But while we are at it, is there a way to strip all segments from the current journey? 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-24-2024 19:36
From: Tony Nguyen
Subject: Remove segments from customer journey

Thank you @Cameron Tomlin
I understand we can edit the attributes which we can use to match new segments, but we are hoping to do the reverse actually.

Example, remove segments if attributes meets XYZ. Or use an API or command to strip all segments.

Here is a screenshot, we just want to be able to remove a segment that had previously matched.


An example of a problem we are trying to solve is that: 

We are currently consolidating all our knowledge articles into the 1 while utilizing different segments for each region. 
Customer is authenticated when they log into the website, we will pass an attribute that will assign a segment (call it AU) that will trigger the correct article specific to AU region. 
Now if a customer moves or need to switch to another region like NZ, we will need to remove the AU segment and assign a new NZ segment. 

Or maybe I am over thinking it and should have asked first, does a segment gets linked to a user indefinitely or is it only the session they are currently on?

Thanks again. 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-24-2024 09:06
From: Cameron Tomlin
Subject: Remove segments from customer journey

Hi Tony, 

I did not see this thank you for the tag. You should be able to edit the customer attributes. If I am understanding your question correctly. 

If not then I think a screenshot can will be helpful to get a clearer picture. 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-24-2024 02:34
From: Tony Nguyen
Subject: Remove segments from customer journey

Hi @Cameron Tomlin sorry to tag you but I was checking to see if you saw my previous question? 
I went through the documentation and can't seem to edit the customers profile let alone unassigning a segment. 
Am I missing something? 

Thanks in advance! 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-17-2024 18:45
From: Tony Nguyen
Subject: Remove segments from customer journey

Thanks for the link Cameron, 

I've read through it numerous times however I am not sure if I am missing something or that my description wasn't clear. 
We don't want to delete a segment, we just want to unassign a segment from that user. 

Another example is that we were to assign a segment based on state they reside in, the user moves to another state and we need to unassign their previous segment and assign the new one.
If it is possible and that I am just blind, can you point me to the right direction? 

------------------------------
Tony Nguyen
Smartgroup

Original Message:
Sent: 07-17-2024 11:38
From: Cameron Tomlin
Subject: Remove segments from customer journey

Hello Tony, 

I don't see why not. If you follow our documentation you should be able to edit the customers profile. 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-16-2024 21:06
From: Tony Nguyen
Subject: Remove segments from customer journey

Hi All,
Does anyone know if it's possible to remove a segment from a customer's profile in predictive engagement? 

For example, we use segments to categorize our customers into employment groups which can take advantage of the knowledge variations.
Now if the customer changes to another employment group, we will need to remove the previous segment and then assign a new one otherwise they may see the incorrect knowledge articles. 

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels

------------------------------
Tony Nguyen
Smartgroup
------------------------------