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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
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 Routing (GPR)- AI-based routing logic
      • 1. Skill-based vs predictive routing comparison
        • 2. Routing optimization and performance tuning
          Data, Analytics, and Governance- Reporting and optimization
          • 1. Engagement and routing performance metrics
            • 2. Ethical AI and data governance considerations
              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. Bot flows and escalation handling
                        • 2. NLU concepts (intents, utterances, entities)

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q77-Q82):

                          NEW QUESTION # 77
                          Which report type allows users to compare queues using GPR with those using standard routing?
                          Response:

                          Answer: D


                          NEW QUESTION # 78
                          Which two data types are evaluated by the AI model to predict routing outcomes?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 79
                          Which two types of interaction data are shown to agents in the Journey Panel?
                          (Choose two)
                          Response:

                          Answer: A


                          NEW QUESTION # 80
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: A


                          NEW QUESTION # 81
                          Which two best practices apply when managing multiple action maps?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 82
                          ......

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