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| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - AI architecture and integration within Genesys Cloud CX - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - Core AI concepts for customer engagement |
| Predictive Routing (GPR) Implementation | 40% | - Getting started and prerequisites - Data preparation and model training - Configuration and setup of GPR - Testing, validation, and deployment - Performance monitoring and reporting |
| Predictive Engagement (GPE) Implementation | 45% | - Defining customer segments and engagement strategies - Agent experience and real-time insights - Setup and configuration basics - Creating and managing action maps - Optimization and continuous improvement |
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NEW QUESTION # 110
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:
Answer: B
NEW QUESTION # 111
Which two best practices apply when managing multiple action maps?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 112
Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
Answer: A,B
NEW QUESTION # 113
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:
Answer: D
NEW QUESTION # 114
Which two digital channels can be tracked as part of a customer journey in Genesys Predictive Engagement?
(Choose two)
Response:
Answer: B,C
NEW QUESTION # 115
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