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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q69-Q74):

                          NEW QUESTION # 69
                          What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
                          Response:

                          Answer: A


                          NEW QUESTION # 70
                          You can perform a GPR benefit assessment on queues with zero interaction data.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 71
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 72
                          Which are AI-related capabilities used in Genesys Predictive Routing?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 73
                          Which two advantages does Predictive Routing have over Bullseye routing?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 74
                          ......

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