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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
AI Fundamentals in Genesys Cloud CX15%- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- Core AI concepts for customer engagement
- AI architecture and integration within Genesys Cloud CX
Predictive Engagement (GPE) Implementation45%- Optimization and continuous improvement
- Creating and managing action maps
- Setup and configuration basics
- Defining customer segments and engagement strategies
- Agent experience and real-time insights
Predictive Routing (GPR) Implementation40%- Getting started and prerequisites
- Configuration and setup of GPR
- Testing, validation, and deployment
- Performance monitoring and reporting
- Data preparation and model training

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q79-Q84):

NEW QUESTION # 79
After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
Response:

Answer: A


NEW QUESTION # 80
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

Answer: D


NEW QUESTION # 81
Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:

Answer: B


NEW QUESTION # 82
Which two insights can be gained from the Visitor Activity Report?
(Choose two)
Response:

Answer: A,D


NEW QUESTION # 83
Which of the following best defines an "outcome" in GPE?
Response:

Answer: A


NEW QUESTION # 84
......

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