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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
      Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Visitor activity tracking and segmentation
        • 2. Action maps and outcomes
          Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Routing optimization and performance tuning
            • 2. Skill-based vs predictive routing comparison
              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. AI in contact center efficiency and personalization
                    • 2. Predictive intent and customer journey optimization
                      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 (Q107-Q112):

                          NEW QUESTION # 107
                          While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
                          Response:

                          Answer: A


                          NEW QUESTION # 108
                          To utilize predictive routing to its best potential, at least _____ days of data is required.
                          Response:

                          Answer: A


                          NEW QUESTION # 109
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 110
                          What does the "frequency cap" setting control in an action map?
                          Response:

                          Answer: C


                          NEW QUESTION # 111
                          Which two components can be modified post-queue creation to fine-tune Predictive Routing?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 112
                          ......

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