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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q103-Q108):

                          NEW QUESTION # 103
                          When creating a new queue in Genesys Cloud for Predictive Routing, which of the following is required?
                          Response:

                          Answer: A


                          NEW QUESTION # 104
                          Select all the actions available to use when an action map triggers.
                          (Choose four answers)
                          Response:

                          Answer: A,D,E,F


                          NEW QUESTION # 105
                          Which two types of content can be delivered through content offers in action maps?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 106
                          Genesys Cloud automatically generates monthly reports for queues using GPR.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 107
                          Which two types of data are commonly collected through GPE web tracking?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 108
                          ......

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