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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      Topic 2: Data, Analytics, and Governance- Reporting and optimization
      • 1. Engagement and routing performance metrics
        • 2. Ethical AI and data governance considerations
          Topic 3: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
          • 1. Predictive intent and customer journey optimization
            • 2. AI in contact center efficiency and personalization
              Topic 4: Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. API-based configuration and deployment
                • 2. CRM and third-party system integration
                  Topic 5: Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Routing optimization and performance tuning
                    • 2. Skill-based vs predictive routing comparison
                      Topic 6: Conversational AI and Automation- Bot and virtual agent integration
                      • 1. NLU concepts (intents, utterances, entities)
                        • 2. Bot flows and escalation handling

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q68-Q73):

                          NEW QUESTION # 68
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 69
                          Predictive Routing only works for voice interactions and is not supported for digital channels.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 70
                          Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
                          Response:

                          Answer: C


                          NEW QUESTION # 71
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 72
                          Which of the following must be defined when enabling Predictive Routing for a queue?
                          Response:

                          Answer: D


                          NEW QUESTION # 73
                          ......

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