Genesys GCX-AI-GPE Latest Study Notes - Interactive GCX-AI-GPE Course

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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
          Integration and Implementation- Genesys Cloud CX ecosystem integration
          • 1. API-based configuration and deployment
            • 2. CRM and third-party system integration
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Visitor activity tracking and segmentation
                • 2. Action maps and outcomes
                  Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Skill-based vs predictive routing comparison
                    • 2. Routing optimization and performance tuning
                      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 (Q113-Q118):

                          NEW QUESTION # 113
                          Which two export formats are supported when exporting GPE reports?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 114
                          Which two types of interaction data are shown to agents in the Journey Panel?
                          (Choose two)
                          Response:

                          Answer: B


                          NEW QUESTION # 115
                          Which configuration setting determines how long Predictive Routing waits for the best agent before expanding the search?
                          Response:

                          Answer: B


                          NEW QUESTION # 116
                          Which of the following qualifies as a content offer in Predictive Engagement?
                          Response:

                          Answer: D


                          NEW QUESTION # 117
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: D


                          NEW QUESTION # 118
                          ......

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