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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q107-Q112):

                          NEW QUESTION # 107
                          Which two visual indicators help agents quickly understand a visitor's digital behavior?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 108
                          Which two benefits does the Journey Panel offer to agents?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 109
                          Which features differentiate GPR from legacy queue-based routing?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 110
                          What does a high segment drop-off rate typically indicate?
                          Response:

                          Answer: C


                          NEW QUESTION # 111
                          Which setting in an action map defines the visitor audience eligible for engagement?
                          Response:

                          Answer: A


                          NEW QUESTION # 112
                          ......

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