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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q108-Q113):

                          NEW QUESTION # 108
                          Which are AI-related capabilities used in Genesys Predictive Routing?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 109
                          Customer journey information is NOT available on which of the following channels?
                          (Choose three answers)
                          Response:

                          Answer: A,C,D


                          NEW QUESTION # 110
                          A queue can only use Predictive Routing after 30 days of historical data has been collected.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 111
                          What does a high segment drop-off rate typically indicate?
                          Response:

                          Answer: D


                          NEW QUESTION # 112
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: D


                          NEW QUESTION # 113
                          ......

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