Genesys GCX-AI-GPE Study Plan | GCX-AI-GPE Free Sample

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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q101-Q106):

                          NEW QUESTION # 101
                          While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
                          Response:

                          Answer: D


                          NEW QUESTION # 102
                          Which of the following is NOT a valid action in a GPE Action Map?
                          Response:

                          Answer: C


                          NEW QUESTION # 103
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 104
                          Which two types of interaction data are shown to agents in the Journey Panel?
                          (Choose two)
                          Response:

                          Answer: B


                          NEW QUESTION # 105
                          Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
                          Response:

                          Answer: D


                          NEW QUESTION # 106
                          ......

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