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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q10-Q15):

                          NEW QUESTION # 10
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 11
                          What does the "frequency cap" setting control in an action map?
                          Response:

                          Answer: A


                          NEW QUESTION # 12
                          Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 13
                          What does a decrease in Average Handle Time (AHT) in the Queue Detail View suggest after enabling GPR?
                          Response:

                          Answer: D


                          NEW QUESTION # 14
                          After a successful test and validation, how is Predictive Routing activated in Genesys Cloud CX?
                          Response:

                          Answer: B


                          NEW QUESTION # 15
                          ......

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