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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q95-Q100):

                          NEW QUESTION # 95
                          Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
                          Response:

                          Answer: D


                          NEW QUESTION # 96
                          An outcome must be manually assigned to every visitor to be tracked in GPE.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 97
                          Genesys Cloud automatically generates monthly reports for queues using GPR.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 98
                          Predictive Routing continuously improves over time as more interaction data becomes available.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 99
                          In GPE, what is a "Journey"?
                          Response:

                          Answer: D


                          NEW QUESTION # 100
                          ......

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