The 3 different Genesys GCX-AI-GPE exam preparation formats are listed below

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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Conversational AI and Automation- Bot and virtual agent integration
  • 1. NLU concepts (intents, utterances, entities)
    • 2. Bot flows and escalation handling
      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: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
          • 1. Visitor activity tracking and segmentation
            • 2. Action maps and outcomes
              Topic 4: Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. CRM and third-party system integration
                • 2. API-based configuration and deployment
                  Topic 5: Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Skill-based vs predictive routing comparison
                    • 2. Routing optimization and performance tuning
                      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 (Q90-Q95):

                          NEW QUESTION # 90
                          Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 91
                          What does a high segment drop-off rate typically indicate?
                          Response:

                          Answer: C


                          NEW QUESTION # 92
                          Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
                          Response:

                          Answer: B


                          NEW QUESTION # 93
                          Which two of the following are valid terminologies in the GPE system?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 94
                          A queue can only use Predictive Routing after 30 days of historical data has been collected.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 95
                          ......

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