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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
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. 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
                      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 (Q109-Q114):

                          NEW QUESTION # 109
                          Which two goals can GPE analytics help organizations achieve?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 110
                          The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 111
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 112
                          Which two insights can be gained from the Visitor Activity Report?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 113
                          What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
                          Response:

                          Answer: D


                          NEW QUESTION # 114
                          ......

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