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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
  • 1. Predictive intent and customer journey optimization
    • 2. AI in contact center efficiency and personalization
      Genesys Predictive Routing (GPR)- AI-based routing logic
      • 1. Routing optimization and performance tuning
        • 2. Skill-based vs predictive routing comparison
          Data, Analytics, and Governance- Reporting and optimization
          • 1. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              Integration and Implementation- Genesys Cloud CX ecosystem integration
              • 1. API-based configuration and deployment
                • 2. CRM and third-party system integration
                  Conversational AI and Automation- Bot and virtual agent integration
                  • 1. Bot flows and escalation handling
                    • 2. NLU concepts (intents, utterances, entities)
                      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 (Q63-Q68):

                          NEW QUESTION # 63
                          GPE web tracking works even if a visitor disables cookies in their browser.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 64
                          When analyzing GPR performance, which two filters help narrow insights?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 65
                          Which prerequisite must be met before launching a GPR benefit assessment in Genesys Cloud CX?
                          Response:

                          Answer: B


                          NEW QUESTION # 66
                          Content offers in Predictive Engagement can only be triggered manually by agents.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 67
                          Which two types of visitor behavior can be used to trigger an action map?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 68
                          ......

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