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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Conversational AI and Automation- Bot and virtual agent integration
  • 1. Bot flows and escalation handling
    • 2. NLU concepts (intents, utterances, entities)
      Integration and Implementation- Genesys Cloud CX ecosystem integration
      • 1. API-based configuration and deployment
        • 2. CRM and third-party system integration
          Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
          • 1. Visitor activity tracking and segmentation
            • 2. Action maps and outcomes
              Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Routing optimization and performance tuning
                • 2. Skill-based vs predictive routing comparison
                  AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
                  • 1. AI in contact center efficiency and personalization
                    • 2. Predictive intent and customer journey optimization
                      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 (Q110-Q115):

                          NEW QUESTION # 110
                          Which routing method distributes interactions based on the longest time since the agent last handled an interaction?
                          Response:

                          Answer: B


                          NEW QUESTION # 111
                          You can perform a GPR benefit assessment on queues with zero interaction data.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 112
                          What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
                          Response:

                          Answer: D


                          NEW QUESTION # 113
                          Which two insights can an agent gain from a visitor's interaction history?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 114
                          Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 115
                          ......

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