GCX-AI-GPE New Exam Materials, GCX-AI-GPE Related Certifications

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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: Integration and Implementation- Genesys Cloud CX ecosystem integration
      • 1. CRM and third-party system integration
        • 2. API-based configuration and deployment
          Topic 3: Conversational AI and Automation- Bot and virtual agent integration
          • 1. NLU concepts (intents, utterances, entities)
            • 2. Bot flows and escalation handling
              Topic 4: Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Routing optimization and performance tuning
                • 2. Skill-based vs predictive routing comparison
                  Topic 5: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
                  • 1. Predictive intent and customer journey optimization
                    • 2. AI in contact center efficiency and personalization
                      Topic 6: 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
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: C


                          NEW QUESTION # 26
                          Which two types of data are commonly collected through GPE web tracking?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 27
                          While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
                          Response:

                          Answer: A


                          NEW QUESTION # 28
                          Which setting in an action map defines the visitor audience eligible for engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 29
                          Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
                          Response:

                          Answer: C


                          NEW QUESTION # 30
                          ......

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