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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q86-Q91):

                          NEW QUESTION # 86
                          Which elements are configured during the initial creation of a queue in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 87
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: A


                          NEW QUESTION # 88
                          Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 89
                          Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
                          Response:

                          Answer: C


                          NEW QUESTION # 90
                          Which two data types are evaluated by the AI model to predict routing outcomes?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 91
                          ......

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