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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      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 Routing (GPR)- AI-based routing logic
          • 1. Skill-based vs predictive routing comparison
            • 2. Routing optimization and performance tuning
              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)
                      Data, Analytics, and Governance- Reporting and optimization
                      • 1. Ethical AI and data governance considerations
                        • 2. Engagement and routing performance metrics

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q116-Q121):

                          NEW QUESTION # 116
                          Genesys Cloud automatically generates monthly reports for queues using GPR.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 117
                          Which two settings are configured to launch Genesys Messenger on a website?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 118
                          Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
                          Response:

                          Answer: B


                          NEW QUESTION # 119
                          Which platform component is used to configure digital messaging for GPE in Genesys Cloud?
                          Response:

                          Answer: A


                          NEW QUESTION # 120
                          What does the "frequency cap" setting control in an action map?
                          Response:

                          Answer: A


                          NEW QUESTION # 121
                          ......

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