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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q25-Q30):

                          NEW QUESTION # 25
                          What is the purpose of visitor attributes in GPE?
                          Response:

                          Answer: C


                          NEW QUESTION # 26
                          When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
                          Response:

                          Answer: A,C


                          NEW QUESTION # 27
                          Which two configurations are required when creating a new action map?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 28
                          Unoffered actions are actions that neither qualify nor are offered to website visitors.
                          Response:

                          Answer: B


                          NEW QUESTION # 29
                          Which are valid actions to take after completing a successful GPR test?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 30
                          ......

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