Genesys GCX-AI-GPE Study Reference - GCX-AI-GPE Exam Preparation

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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Conversational AI and Automation- Bot and virtual agent integration
  • 1. NLU concepts (intents, utterances, entities)
    • 2. Bot flows and escalation handling
      Data, Analytics, and Governance- Reporting and optimization
      • 1. Engagement and routing performance metrics
        • 2. Ethical AI and data governance considerations
          AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
          • 1. Predictive intent and customer journey optimization
            • 2. AI in contact center efficiency and personalization
              Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Routing optimization and performance tuning
                • 2. Skill-based vs predictive routing comparison
                  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. Action maps and outcomes
                        • 2. Visitor activity tracking and segmentation

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q56-Q61):

                          NEW QUESTION # 56
                          GPE web tracking works even if a visitor disables cookies in their browser.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 57
                          Which data points are critical for running a GPR benefit assessment?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 58
                          Which are valid actions to take after completing a successful GPR test?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 59
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 60
                          Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
                          Response:

                          Answer: C


                          NEW QUESTION # 61
                          ......

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