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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Core AI concepts for customer engagement
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
Topic 2: Predictive Engagement (GPE) Implementation45%- Optimization and continuous improvement
- Creating and managing action maps
- Setup and configuration basics
- Agent experience and real-time insights
- Defining customer segments and engagement strategies
Topic 3: Predictive Routing (GPR) Implementation40%- Testing, validation, and deployment
- Data preparation and model training
- Configuration and setup of GPR
- Getting started and prerequisites
- Performance monitoring and reporting

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q56-Q61):

NEW QUESTION # 56
Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
Response:

Answer: A


NEW QUESTION # 57
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: A


NEW QUESTION # 58
Select all the actions available to use when an action map triggers.
(Choose four answers)
Response:

Answer: A,B,C,D


NEW QUESTION # 59
Which setting in an action map defines the visitor audience eligible for engagement?
Response:

Answer: C


NEW QUESTION # 60
Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
Response:

Answer: A


NEW QUESTION # 61
......

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