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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Data, Analytics, and Governance- Reporting and optimization
  • 1. Ethical AI and data governance considerations
    • 2. Engagement and routing performance metrics
      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. Predictive intent and customer journey optimization
            • 2. AI in contact center efficiency and personalization
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Action maps and outcomes
                • 2. Visitor activity tracking and segmentation
                  Integration and Implementation- Genesys Cloud CX ecosystem integration
                  • 1. API-based configuration and deployment
                    • 2. CRM and third-party system integration
                      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 (Q116-Q121):

                          NEW QUESTION # 116
                          Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
                          Response:

                          Answer: D


                          NEW QUESTION # 117
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 118
                          Select all the actions available to use when an action map triggers.
                          (Choose four answers)
                          Response:

                          Answer: A,C,E,F


                          NEW QUESTION # 119
                          What happens if the condition set in an action map is no longer met during the visitor session?
                          Response:

                          Answer: C


                          NEW QUESTION # 120
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: D


                          NEW QUESTION # 121
                          ......

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