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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
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. 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. CRM and third-party system integration
                • 2. API-based configuration and deployment
                  Data, Analytics, and Governance- Reporting and optimization
                  • 1. Ethical AI and data governance considerations
                    • 2. Engagement and routing performance metrics
                      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 (Q70-Q75):

                          NEW QUESTION # 70
                          What are two common approaches used to structure a GPR comparison test?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 71
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 72
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 73
                          Which two configurations are required when creating a new action map?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 74
                          What is the most appropriate time frame to evaluate the impact of GPR changes?
                          Response:

                          Answer: B


                          NEW QUESTION # 75
                          ......

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