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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Conversational AI and Automation- Bot and virtual agent integration
  • 1. Bot flows and escalation handling
    • 2. NLU concepts (intents, utterances, entities)
      Topic 2: Data, Analytics, and Governance- Reporting and optimization
      • 1. Ethical AI and data governance considerations
        • 2. Engagement and routing performance metrics
          Topic 3: Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Routing optimization and performance tuning
            • 2. Skill-based vs predictive routing comparison
              Topic 4: Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. API-based configuration and deployment
                • 2. CRM and third-party system integration
                  Topic 5: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
                  • 1. Action maps and outcomes
                    • 2. Visitor activity tracking and segmentation
                      Topic 6: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
                      • 1. Predictive intent and customer journey optimization
                        • 2. AI in contact center efficiency and personalization

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q35-Q40):

                          NEW QUESTION # 35
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: C


                          NEW QUESTION # 36
                          Which two settings are configured to launch Genesys Messenger on a website?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 37
                          Which features differentiate GPR from legacy queue-based routing?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 38
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 39
                          Which two best practices apply when managing multiple action maps?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 40
                          ......

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