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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Data, Analytics, and Governance- Reporting and optimization
  • 1. Ethical AI and data governance considerations
    • 2. Engagement and routing performance metrics
      Topic 2: Genesys Predictive Routing (GPR)- AI-based routing logic
      • 1. Skill-based vs predictive routing comparison
        • 2. Routing optimization and performance tuning
          Topic 3: 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 4: Conversational AI and Automation- Bot and virtual agent integration
              • 1. Bot flows and escalation handling
                • 2. NLU concepts (intents, utterances, entities)
                  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 Engagement (GPE)- Configuration and behavior tracking
                      • 1. Visitor activity tracking and segmentation
                        • 2. Action maps and outcomes

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q58-Q63):

                          NEW QUESTION # 58
                          What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
                          Response:

                          Answer: B


                          NEW QUESTION # 59
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: B


                          NEW QUESTION # 60
                          The Queue Impact View only displays metrics for the current day's interactions.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 61
                          In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
                          Response:

                          Answer: C


                          NEW QUESTION # 62
                          What are two primary outputs of the GPR comparison test result dashboard?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 63
                          ......

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