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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: Data, Analytics, and Governance- Reporting and optimization
      • 1. Engagement and routing performance metrics
        • 2. Ethical AI and data governance considerations
          Topic 3: Conversational AI and Automation- Bot and virtual agent integration
          • 1. NLU concepts (intents, utterances, entities)
            • 2. Bot flows and escalation handling
              Topic 4: 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 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 Engagement (GPE)- Configuration and behavior tracking
                      • 1. Visitor activity tracking and segmentation
                        • 2. Action maps and outcomes

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q32-Q37):

                          NEW QUESTION # 32
                          What is the primary function of an Action Map in Predictive Engagement?
                          Response:

                          Answer: C


                          NEW QUESTION # 33
                          Which tool within Genesys Cloud provides access to Predictive Routing performance metrics?
                          Response:

                          Answer: C


                          NEW QUESTION # 34
                          In the Queue Impact View, which KPI would most likely be tracked for a sales-focused outcome?
                          Response:

                          Answer: D


                          NEW QUESTION # 35
                          Once GPR is active, which of the following does the system continually use to make routing decisions?
                          Response:

                          Answer: B


                          NEW QUESTION # 36
                          Which two characteristics are core to how GPE operates?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 37
                          ......

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