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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Action maps and outcomes
    • 2. Visitor activity tracking and segmentation
      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: 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 4: Data, Analytics, and Governance- Reporting and optimization
              • 1. Ethical AI and data governance considerations
                • 2. Engagement and routing performance metrics
                  Topic 5: Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Routing optimization and performance tuning
                    • 2. Skill-based vs predictive routing comparison
                      Topic 6: Conversational AI and Automation- Bot and virtual agent integration
                      • 1. NLU concepts (intents, utterances, entities)
                        • 2. Bot flows and escalation handling

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q35-Q40):

                          NEW QUESTION # 35
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 36
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: D


                          NEW QUESTION # 37
                          Which area in Genesys Cloud provides analytics specifically for Predictive Engagement activities?
                          Response:

                          Answer: B


                          NEW QUESTION # 38
                          What are two ways to limit when an action map triggers?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 39
                          You can perform a GPR benefit assessment on queues with zero interaction data.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 40
                          ......

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