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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
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
Predictive Routing (GPR) Implementation40%- Configuration and setup of GPR
- Performance monitoring and reporting
- Data preparation and model training
- Getting started and prerequisites
- Testing, validation, and deployment
AI Fundamentals in Genesys Cloud CX15%- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- Core AI concepts for customer engagement
- AI architecture and integration within Genesys Cloud CX

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q14-Q19):

NEW QUESTION # 14
What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
Response:

Answer: C


NEW QUESTION # 15
Which two types of engagements can action maps initiate?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 16
Which two types of visitor behavior can be used to trigger an action map?
(Choose two)
Response:

Answer: B,D


NEW QUESTION # 17
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: B


NEW QUESTION # 18
From which Genesys Cloud sections can you access GPE analytics?
(Choose two)
Response:

Answer: A,C


NEW QUESTION # 19
......

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