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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q23-Q28):

                          NEW QUESTION # 23
                          Whenever you open an action map, it opens in ___________ mode by default.
                          Response:

                          Answer: A


                          NEW QUESTION # 24
                          __________ identify visitors based on characteristics like location, browser, device type, etc.
                          Response:

                          Answer: C


                          NEW QUESTION # 25
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 26
                          How are past visitor interactions shown in the Journey Timeline?
                          Response:

                          Answer: D


                          NEW QUESTION # 27
                          A queue can only use Predictive Routing after 30 days of historical data has been collected.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 28
                          ......

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