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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Routing (GPR)- AI-based routing logic
  • 1. Skill-based vs predictive routing comparison
    • 2. Routing optimization and performance tuning
      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
              Conversational AI and Automation- Bot and virtual agent integration
              • 1. Bot flows and escalation handling
                • 2. NLU concepts (intents, utterances, entities)
                  Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
                  • 1. Action maps and outcomes
                    • 2. Visitor activity tracking and segmentation
                      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 (Q54-Q59):

                          NEW QUESTION # 54
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: A


                          NEW QUESTION # 55
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: B


                          NEW QUESTION # 56
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 57
                          Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
                          Response:

                          Answer: C


                          NEW QUESTION # 58
                          Which two benefits does the Journey Panel offer to agents?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 59
                          ......

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