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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q82-Q87):

                          NEW QUESTION # 82
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 83
                          Which two configurations are required when creating a new action map?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 84
                          What are two common approaches used to structure a GPR comparison test?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 85
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: B


                          NEW QUESTION # 86
                          Which two benefits does the Journey Panel offer to agents?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 87
                          ......

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