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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Conversational AI and Automation- Bot and virtual agent integration
  • 1. Bot flows and escalation handling
    • 2. NLU concepts (intents, utterances, entities)
      Topic 2: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Action maps and outcomes
        • 2. Visitor activity tracking and segmentation
          Topic 3: 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 4: Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Skill-based vs predictive routing comparison
                • 2. Routing optimization and performance tuning
                  Topic 5: Integration and Implementation- Genesys Cloud CX ecosystem integration
                  • 1. API-based configuration and deployment
                    • 2. CRM and third-party system integration
                      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 (Q43-Q48):

                          NEW QUESTION # 43
                          Which of the following is NOT a valid action in a GPE Action Map?
                          Response:

                          Answer: D


                          NEW QUESTION # 44
                          After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
                          Response:

                          Answer: A


                          NEW QUESTION # 45
                          In GPE, what is a "Journey"?
                          Response:

                          Answer: C


                          NEW QUESTION # 46
                          Customer journey information is NOT available on which of the following channels?
                          (Choose three answers)
                          Response:

                          Answer: A,C,D


                          NEW QUESTION # 47
                          Whenever you open an action map, it opens in ___________ mode by default.
                          Response:

                          Answer: D


                          NEW QUESTION # 48
                          ......

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