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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q33-Q38):

                          NEW QUESTION # 33
                          Which of the following is NOT a valid action in a GPE Action Map?
                          Response:

                          Answer: A


                          NEW QUESTION # 34
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 35
                          What does a high segment drop-off rate typically indicate?
                          Response:

                          Answer: A


                          NEW QUESTION # 36
                          An outcome must be manually assigned to every visitor to be tracked in GPE.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 37
                          What does the "frequency cap" setting control in an action map?
                          Response:

                          Answer: D


                          NEW QUESTION # 38
                          ......

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