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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: 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 4: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Action maps and outcomes
                • 2. Visitor activity tracking and segmentation
                  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: Conversational AI and Automation- Bot and virtual agent integration
                      • 1. Bot flows and escalation handling
                        • 2. NLU concepts (intents, utterances, entities)

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q80-Q85):

                          NEW QUESTION # 80
                          In the Journey Panel, what does the lightning bolt icon typically indicate?
                          Response:

                          Answer: D


                          NEW QUESTION # 81
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 82
                          Which two engagement types are typically part of a cross-channel journey?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 83
                          When analyzing GPR performance, which two filters help narrow insights?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 84
                          Unoffered actions are actions that neither qualify nor are offered to website visitors.
                          Response:

                          Answer: B


                          NEW QUESTION # 85
                          ......

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