General Data Protection Regulation (GDPR)

功能弃用： Genesys 将不再支持 ACD Web Chat v2，客户可以通过所有相应的 Chat Widget 版本使用该聊天工具。这是对之前宣布的 ACD Web Chat v1 弃用的进一步回应。因此，Predictive Engagement 也将终止对这些旧版网络聊天版本的支持。有关更多信息，请参阅 弃用： 删除 ACD Web 聊天（版本 2） 。

鼓励所有现有客户迁移到 Web Messaging 和 Messenger。

注意： This article only applies to customers using web chat. If you are a Genesys Cloud CX customer, we encourage you to use the new web messaging feature to replace web chat. For web messaging, tracking starts as soon as you deploy Genesys Messenger to your web site. Deployment implies acknowledgment that you are aware of the implications of capturing data.

国内生产总值合规性

As part of the Genesys Cloud CX platform, Genesys Predictive Engagement complies with GDPR regulations. For more information about Genesys Cloud CX and GDPR, see Genesys Cloud CX and GDPR compliance.

Genesys Cloud CX provides a GDPR API. The GDPR API is the preferred self-service solution for Genesys Cloud CX customers to respond to GDPR requests. The GDPR API enables responses to data subject requests to access, rectify, or delete their personal data in Genesys Cloud CX.

Genesys Predictive Engagement considerations

For the purposes of GDPR compliance, Genesys is a data processor on behalf of customers who use the Genesys Predictive Engagement product. You, our customers, are the data controllers of the personal data that you collect from your end customers, the data subjects. This article describes how to adhere to GDPR consent requirements, should you identify consent as the most appropriate lawful basis for processing personal data. Note that there is no ‘right’ or ‘wrong’ lawful basis for processing personal data; the GDPR requires that data controllers consider the most appropriate lawful basis. For more information about what to consider when determining the most appropriate lawful basis, see Lawful basis interactive guidance tool.

Genesys Predictive Engagement 收集有关访问者在商业网站上的活动的数据。它使用机器学习和人工智能来分析客户生成的事件（页面浏览、搜索、表格填写和聊天），以确定特定客户实现特定结果的概率。结果是企业想要最大化或最小化的事件。例如，结果包括购买商品、报名参加网络研讨会或在线填写复杂的表格。有关 Genesys Predictive Engagement 如何使用 Cookie 跟踪网站访客活动的更多信息，请参阅饼干。

Businesses use end-customer data that Genesys Predictive Engagement collects for three primary purposes:

  • Customer support – proactive or AI-driven engagement through chat and callback offers;
  • Sales engagement – proactive or AI engagement through chat, callbacks, and content offers;
  • Marketing – proactive or AI; for example, sign-up for an event or webinar through a content offer.
如果您仍然不确定是否应该获得数据主体的同意来处理其个人数据，请咨询您的法律顾问。
注意： Genesys does not pass end-customer personal data processed through Genesys Predictive Engagement to any advertising or re-targeting companies. End-customer personal data processed through Genesys Predictive Engagement may be shared with business-integrated tools such as Salesforce and Marketo. Sharing only happens when one of our business customers configures that behavior for their organization.

If you identified consent as the most appropriate lawful basis for processing end customer personal data, then the following conditions should be met when obtaining consent:

  • You must be able to demonstrate that the data subject has consented to processing of his or her personal data. That means you should maintain a record or audit trail of consent being given.
  • 如果数据主体的同意是在涉及其他事项的书面声明中给出的，则同意请求应以与其他事项明显区分的方式、易懂易懂的形式以及清晰明了的语言提出。
  • The data subject shall have the right to withdraw his or her consent at any time. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Prior to giving consent, the data subject shall be informed thereof. It shall be as easy to withdraw as to give consent.
  • When assessing whether consent is freely given, utmost account shall be taken of whether, among other things, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.

If you identified consent as the most appropriate lawful basis for processing end customer personal data, consider what consent was given before calling the following functions:

  • ac('init',...) starts Genesys Predictive Engagement tracking on your website
  • ac('record',...) allows Genesys Predictive Engagement tracking of custom visitor actions on your website
  • ac('identify',...), is used to identify visitors
For more information about these functions and others where you might need to consider consent, see Tracking with Predictive Engagement.
注意： If you require consent to be GDPR-compliant, obtain that consent before passing any personally identifiable data to Genesys Predictive Engagement.

Stop tracking

For more information about how to stop tracking when a visitor revokes consent, see Stop tracking if a customer revokes consent.