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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          GCX-AI-GPE Latest Test Answers & Exam GCX-AI-GPE Topics

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q19-Q24):

                          NEW QUESTION # 19
                          Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
                          Response:

                          Answer: B


                          NEW QUESTION # 20
                          What can be indicators of GPR effectiveness in the Detail View?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 21
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 22
                          Which metric helps identify how well an action map performs in influencing outcomes?
                          Response:

                          Answer: A


                          NEW QUESTION # 23
                          Which two of the following are valid terminologies in the GPE system?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 24
                          ......

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