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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q68-Q73):

                          NEW QUESTION # 68
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: A


                          NEW QUESTION # 69
                          Which two export formats are supported when exporting GPE reports?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 70
                          Which two engagement types are typically part of a cross-channel journey?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 71
                          Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
                          Response:

                          Answer: A


                          NEW QUESTION # 72
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 73
                          ......

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