General Data Protection Regulation (GDPR)
鼓励所有现有客户迁移到 Web Messaging 和 Messenger。
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.
Conditions for consent
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 websiteac('record',...)
allows Genesys Predictive Engagement tracking of custom visitor actions on your websiteac('identify',...),
is used to identify visitors
Stop tracking
For more information about how to stop tracking when a visitor revokes consent, see Stop tracking if a customer revokes consent.