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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      Topic 2: Data, Analytics, and Governance- Reporting and optimization
      • 1. Engagement and routing performance metrics
        • 2. Ethical AI and data governance considerations
          Topic 3: Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Skill-based vs predictive routing comparison
            • 2. Routing optimization and performance tuning
              Topic 4: Conversational AI and Automation- Bot and virtual agent integration
              • 1. NLU concepts (intents, utterances, entities)
                • 2. Bot flows and escalation handling
                  Topic 5: Integration and Implementation- Genesys Cloud CX ecosystem integration
                  • 1. API-based configuration and deployment
                    • 2. CRM and third-party system integration
                      Topic 6: 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 (Q49-Q54):

                          NEW QUESTION # 49
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 50
                          What happens if the condition set in an action map is no longer met during the visitor session?
                          Response:

                          Answer: D


                          NEW QUESTION # 51
                          How are past visitor interactions shown in the Journey Timeline?
                          Response:

                          Answer: C


                          NEW QUESTION # 52
                          Which two types of visitor behavior can be used to trigger an action map?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 53
                          Which two best practices apply when managing multiple action maps?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 54
                          ......

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