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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: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Visitor activity tracking and segmentation
        • 2. Action maps and outcomes
          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: Data, Analytics, and Governance- Reporting and optimization
                  • 1. Engagement and routing performance metrics
                    • 2. Ethical AI and data governance considerations
                      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 (Q50-Q55):

                          NEW QUESTION # 50
                          Predictive Routing continuously improves over time as more interaction data becomes available.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 51
                          Which two insights can an agent gain from a visitor's interaction history?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 52
                          From which Genesys Cloud sections can you access GPE analytics?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 53
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: A


                          NEW QUESTION # 54
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 55
                          ......

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