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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Routing (GPR)- AI-based routing logic
  • 1. Routing optimization and performance tuning
    • 2. Skill-based vs predictive routing comparison
      Topic 2: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
      • 1. Action maps and outcomes
        • 2. Visitor activity tracking and segmentation
          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: Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. CRM and third-party system integration
                • 2. API-based configuration and deployment
                  Topic 5: Data, Analytics, and Governance- Reporting and optimization
                  • 1. Ethical AI and data governance considerations
                    • 2. Engagement and routing performance metrics
                      Topic 6: 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 (Q31-Q36):

                          NEW QUESTION # 31
                          Which outcome does AI in Predictive Routing aim to improve the most?
                          Response:

                          Answer: C


                          NEW QUESTION # 32
                          What does the "frequency cap" setting control in an action map?
                          Response:

                          Answer: C


                          NEW QUESTION # 33
                          Which of the following is an example of a supported customer journey channel in Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 34
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 35
                          Whenever you open an action map, it opens in ___________ mode by default.
                          Response:

                          Answer: C


                          NEW QUESTION # 36
                          ......

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