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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Conversational AI and Automation- Bot and virtual agent integration
  • 1. NLU concepts (intents, utterances, entities)
    • 2. Bot flows and escalation handling
      Topic 2: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Action maps and outcomes
        • 2. Visitor activity tracking and segmentation
          Topic 3: Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Routing optimization and performance tuning
            • 2. Skill-based vs predictive routing comparison
              Topic 4: Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. CRM and third-party system integration
                • 2. API-based configuration and deployment
                  Topic 5: 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 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 (Q52-Q57):

                          NEW QUESTION # 52
                          Which two insights can an agent gain from a visitor's interaction history?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 53
                          In the Journey Panel, what does the lightning bolt icon typically indicate?
                          Response:

                          Answer: B


                          NEW QUESTION # 54
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 55
                          Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 56
                          Which of the following best defines an "outcome" in GPE?
                          Response:

                          Answer: A


                          NEW QUESTION # 57
                          ......

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