Genesys Cloud - Main

In this video @Guru Prasadh Jeevan Rao & @Rebecca Harper talk about customized knowledge touchpoints for Predictive Engagement customer and journey attributes and surfacing article variations by Predictive Engagement segments for the Messenger Knowledge App.

Knowledge authors can now configure specific knowledge article variations to surface when Genesys Cloud finds a matching Predictive Engagement segment. Customers who use the Knowledge App for Messenger see article variations that match their segment criteria.

Knowledge authors can now customize knowledge article touchpoint variations for different segments. This feature enables personalization of knowledge content based on customer attributes and the context of the interaction. To customize segments for customer and journey attributes, administrators must enable Predictive Engagement. 

Read more: 

• Touchpoint variations overview
• Add a touchpoint variation to a knowledge base article

Release notes: https://help.mypurecloud.com/releasenote/february-14-2024/ & https://help.mypurecloud.com/releasenote/february-28-2024/

#TAMStudios #FeatureReview #PredictiveEngagement #Knowledge #KnowledgePortal

Please post any questions, or comments, below or email us at TAMStudios@Genesys.com