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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q24-Q29):

                          NEW QUESTION # 24
                          Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
                          Response:

                          Answer: C


                          NEW QUESTION # 25
                          Genesys Cloud automatically generates monthly reports for queues using GPR.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 26
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 27
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: C


                          NEW QUESTION # 28
                          An action map can only be active on a single webpage at a time.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 29
                          ......

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