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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Routing (GPR)- AI-based routing logic
  • 1. Skill-based vs predictive routing comparison
    • 2. Routing optimization and performance tuning
      Topic 2: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Action maps and outcomes
        • 2. Visitor activity tracking and segmentation
          Topic 3: Data, Analytics, and Governance- Reporting and optimization
          • 1. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              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: 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: Conversational AI and Automation- Bot and virtual agent integration
                      • 1. NLU concepts (intents, utterances, entities)
                        • 2. Bot flows and escalation handling

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q35-Q40):

                          NEW QUESTION # 35
                          __________ identify visitors based on characteristics like location, browser, device type, etc.
                          Response:

                          Answer: B


                          NEW QUESTION # 36
                          Action maps can be prioritized to control which engagement is shown first when multiple maps are eligible.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 37
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 38
                          Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 39
                          After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
                          Response:

                          Answer: C


                          NEW QUESTION # 40
                          ......

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