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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q36-Q41):

                          NEW QUESTION # 36
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 37
                          Why would a user analyze a Segment Report in Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 38
                          Which metric in the Queue Detail View indicates how often GPR has been used to route interactions?
                          Response:

                          Answer: B


                          NEW QUESTION # 39
                          Which of the following best defines an "outcome" in GPE?
                          Response:

                          Answer: A


                          NEW QUESTION # 40
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 41
                          ......

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