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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
AI Fundamentals in Genesys Cloud CX15%- Core AI concepts for customer engagement
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- AI architecture and integration within Genesys Cloud CX
Predictive Routing (GPR) Implementation40%- Data preparation and model training
- Performance monitoring and reporting
- Configuration and setup of GPR
- Testing, validation, and deployment
- Getting started and prerequisites
Predictive Engagement (GPE) Implementation45%- Agent experience and real-time insights
- Defining customer segments and engagement strategies
- Creating and managing action maps
- Setup and configuration basics
- Optimization and continuous improvement

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which two insights can an agent gain from a visitor's interaction history?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 33
In a Genesys Cloud queue configured with Predictive Routing, what occurs if the AI model cannot determine a high-confidence match?
Response:

Answer: C


NEW QUESTION # 34
When setting up a Predictive Routing queue, which two conditions should ideally be met for optimal performance?
Response:

Answer: A,C


NEW QUESTION # 35
Which two types of content can be delivered through content offers in action maps?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 36
When analyzing GPR performance, which two filters help narrow insights?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 37
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