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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. Ethical AI and data governance considerations
        • 2. Engagement and routing performance metrics
          Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Routing optimization and performance tuning
            • 2. Skill-based vs predictive routing comparison
              AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. AI in contact center efficiency and personalization
                • 2. Predictive intent and customer journey optimization
                  Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
                  • 1. Action maps and outcomes
                    • 2. Visitor activity tracking and segmentation
                      Integration and Implementation- Genesys Cloud CX ecosystem integration
                      • 1. API-based configuration and deployment
                        • 2. CRM and third-party system integration

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q97-Q102):

                          NEW QUESTION # 97
                          The Queue Impact View only displays metrics for the current day's interactions.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 98
                          Which are AI-related capabilities used in Genesys Predictive Routing?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 99
                          Which two engagement types are typically part of a cross-channel journey?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 100
                          Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 101
                          Customer journey information is NOT available on which of the following channels?
                          (Choose three answers)
                          Response:

                          Answer: B,C,D


                          NEW QUESTION # 102
                          ......

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