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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Core AI concepts for customer engagement
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
Topic 2: Predictive Engagement (GPE) Implementation45%- Optimization and continuous improvement
- Creating and managing action maps
- Agent experience and real-time insights
- Setup and configuration basics
- Defining customer segments and engagement strategies
Topic 3: Predictive Routing (GPR) Implementation40%- Configuration and setup of GPR
- Getting started and prerequisites
- Performance monitoring and reporting
- Testing, validation, and deployment
- Data preparation and model training

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q17-Q22):

NEW QUESTION # 17
Why would a user analyze a Segment Report in Predictive Engagement?
Response:

Answer: B


NEW QUESTION # 18
In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
Response:

Answer: D


NEW QUESTION # 19
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 20
Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
Response:

Answer: C


NEW QUESTION # 21
Once GPR is active, which of the following does the system continually use to make routing decisions?
Response:

Answer: B


NEW QUESTION # 22
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