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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Conversational AI and Automation- Bot and virtual agent integration
  • 1. NLU concepts (intents, utterances, entities)
    • 2. Bot flows and escalation handling
      Integration and Implementation- Genesys Cloud CX ecosystem integration
      • 1. CRM and third-party system integration
        • 2. API-based configuration and deployment
          AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
          • 1. AI in contact center efficiency and personalization
            • 2. Predictive intent and customer journey optimization
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Visitor activity tracking and segmentation
                • 2. Action maps and outcomes
                  Data, Analytics, and Governance- Reporting and optimization
                  • 1. Ethical AI and data governance considerations
                    • 2. Engagement and routing performance metrics
                      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 (Q40-Q45):

                          NEW QUESTION # 40
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 41
                          Which two types of data are commonly collected through GPE web tracking?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 42
                          What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
                          Response:

                          Answer: C


                          NEW QUESTION # 43
                          What type of metrics can be viewed in an Action Map Report?
                          Response:

                          Answer: A


                          NEW QUESTION # 44
                          Which of the following is NOT a valid action in a GPE Action Map?
                          Response:

                          Answer: D


                          NEW QUESTION # 45
                          ......

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