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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q70-Q75):

                          NEW QUESTION # 70
                          What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
                          Response:

                          Answer: A


                          NEW QUESTION # 71
                          Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 72
                          What are two purposes of creating segments in GPE?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 73
                          When analyzing GPR performance, which two filters help narrow insights?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 74
                          Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
                          Response:

                          Answer: D


                          NEW QUESTION # 75
                          ......

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