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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q53-Q58):

                          NEW QUESTION # 53
                          Why would a user analyze a Segment Report in Predictive Engagement?
                          Response:

                          Answer: A


                          NEW QUESTION # 54
                          Which elements are configured during the initial creation of a queue in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 55
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: B


                          NEW QUESTION # 56
                          Customer journey information is NOT available on which of the following channels?
                          (Choose three answers)
                          Response:

                          Answer: A,C,D


                          NEW QUESTION # 57
                          Which two advantages does Predictive Routing have over Bullseye routing?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 58
                          ......

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