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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q104-Q109):

                          NEW QUESTION # 104
                          Which two characteristics describe content offers in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 105
                          An action map can only be active on a single webpage at a time.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 106
                          Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
                          Response:

                          Answer: A


                          NEW QUESTION # 107
                          Unoffered actions are actions that neither qualify nor are offered to website visitors.
                          Response:

                          Answer: B


                          NEW QUESTION # 108
                          Select all the actions available to use when an action map triggers.
                          (Choose four answers)
                          Response:

                          Answer: B,C,D,F


                          NEW QUESTION # 109
                          ......

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