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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Integration and Implementation- Genesys Cloud CX ecosystem integration
  • 1. API-based configuration and deployment
    • 2. CRM and third-party system integration
      Topic 2: Conversational AI and Automation- Bot and virtual agent integration
      • 1. NLU concepts (intents, utterances, entities)
        • 2. Bot flows and escalation handling
          Topic 3: Genesys Predictive Routing (GPR)- AI-based routing logic
          • 1. Routing optimization and performance tuning
            • 2. Skill-based vs predictive routing comparison
              Topic 4: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. Predictive intent and customer journey optimization
                • 2. AI in contact center efficiency and personalization
                  Topic 5: Data, Analytics, and Governance- Reporting and optimization
                  • 1. Engagement and routing performance metrics
                    • 2. Ethical AI and data governance considerations
                      Topic 6: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
                      • 1. Action maps and outcomes
                        • 2. Visitor activity tracking and segmentation

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q39-Q44):

                          NEW QUESTION # 39
                          Which two metrics are key when analyzing Action Map Reports?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 40
                          Where can agents find predictive scores about a visitor's likelihood to achieve a defined business outcome?
                          Response:

                          Answer: B


                          NEW QUESTION # 41
                          Which two methods are available as routing options in Genesys Cloud queues?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 42
                          What happens if the condition set in an action map is no longer met during the visitor session?
                          Response:

                          Answer: A


                          NEW QUESTION # 43
                          In the Journey Panel, what does the lightning bolt icon typically indicate?
                          Response:

                          Answer: B


                          NEW QUESTION # 44
                          ......

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