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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Integration and Implementation- Genesys Cloud CX ecosystem integration
  • 1. CRM and third-party system integration
    • 2. API-based configuration and deployment
      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. 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. Engagement and routing performance metrics
                    • 2. Ethical AI and data governance considerations
                      Conversational AI and Automation- Bot and virtual agent integration
                      • 1. NLU concepts (intents, utterances, entities)
                        • 2. Bot flows and escalation handling

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q14-Q19):

                          NEW QUESTION # 14
                          Which two data types are evaluated by the AI model to predict routing outcomes?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 15
                          After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
                          Response:

                          Answer: B


                          NEW QUESTION # 16
                          To utilize predictive routing to its best potential, at least _____ days of data is required.
                          Response:

                          Answer: B


                          NEW QUESTION # 17
                          What are two ways to limit when an action map triggers?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 18
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: B


                          NEW QUESTION # 19
                          ......

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