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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Integration and Implementation- Genesys Cloud CX ecosystem integration
  • 1. API-based configuration and deployment
    • 2. CRM and third-party system integration
      Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Action maps and outcomes
        • 2. Visitor activity tracking and segmentation
          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)
                  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. AI in contact center efficiency and personalization
                        • 2. Predictive intent and customer journey optimization

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q53-Q58):

                          NEW QUESTION # 53
                          From which Genesys Cloud sections can you access GPE analytics?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 54
                          How are past visitor interactions shown in the Journey Timeline?
                          Response:

                          Answer: B


                          NEW QUESTION # 55
                          While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
                          Response:

                          Answer: B


                          NEW QUESTION # 56
                          Which metric is most commonly analyzed in GPR test results to determine its effectiveness?
                          Response:

                          Answer: B


                          NEW QUESTION # 57
                          Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
                          Response:

                          Answer: B


                          NEW QUESTION # 58
                          ......

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