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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
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. NLU concepts (intents, utterances, entities)
        • 2. Bot flows and escalation handling
          Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Skill-based vs predictive routing comparison
            • 2. Routing optimization and performance tuning
              AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. AI in contact center efficiency and personalization
                • 2. Predictive intent and customer journey optimization
                  Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
                  • 1. Action maps and outcomes
                    • 2. Visitor activity tracking and segmentation
                      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 (Q42-Q47):

                          NEW QUESTION # 42
                          Which two advantages does Predictive Routing have over Bullseye routing?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 43
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: D


                          NEW QUESTION # 44
                          Which data points are critical for running a GPR benefit assessment?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 45
                          What are two primary outputs of the GPR comparison test result dashboard?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 46
                          What are two ways to limit when an action map triggers?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 47
                          ......

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