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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
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. Predictive intent and customer journey optimization
        • 2. AI in contact center efficiency and personalization
          Data, Analytics, and Governance- Reporting and optimization
          • 1. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Action maps and outcomes
                • 2. Visitor activity tracking and segmentation
                  Conversational AI and Automation- Bot and virtual agent integration
                  • 1. NLU concepts (intents, utterances, entities)
                    • 2. Bot flows and escalation handling
                      Integration and Implementation- Genesys Cloud CX ecosystem integration
                      • 1. CRM and third-party system integration
                        • 2. API-based configuration and deployment

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q98-Q103):

                          NEW QUESTION # 98
                          Which two data types are evaluated by the AI model to predict routing outcomes?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 99
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 100
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 101
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 102
                          In the Journey Panel, what does the lightning bolt icon typically indicate?
                          Response:

                          Answer: C


                          NEW QUESTION # 103
                          ......

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