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| Section | Objectives |
|---|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
- 1. Predictive intent and customer journey optimization
- 2. AI in contact center efficiency and personalization
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
- 1. CRM and third-party system integration
- 2. API-based configuration and deployment
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
- 1. Visitor activity tracking and segmentation
- 2. Action maps and outcomes
|
| Conversational AI and Automation | - Bot and virtual agent integration
- 1. Bot flows and escalation handling
- 2. NLU concepts (intents, utterances, entities)
|
| Data, Analytics, and Governance | - Reporting and optimization
- 1. Engagement and routing performance metrics
- 2. Ethical AI and data governance considerations
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
- 1. Routing optimization and performance tuning
- 2. Skill-based vs predictive routing comparison
|
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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q42-Q47):
NEW QUESTION # 42
What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
Response:
- A. Forecasted traffic volumes
- B. Historical and real-time interaction data
- C. Real-time agent availability
- D. Network latency data
Answer: B
NEW QUESTION # 43
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:
- A. Increase agent call time
- B. Reduce hardware usage
- C. Improve digital conversion rates
- D. Optimize visitor engagement timing
Answer: C,D
NEW QUESTION # 44
Which are valid actions to take after completing a successful GPR test?
(Choose two)
Response:
- A. Notify supervisors of routing change
- B. Archive the queue data
- C. Disable AI for future calls
- D. Enable GPR from the queue config
Answer: A,D
NEW QUESTION # 45
Which of the following is NOT a valid action in a GPE Action Map?
Response:
- A. Trigger a webhook
- B. Display a content offer
- C. Launch a voice IVR
- D. Initiate a web chat
Answer: C
NEW QUESTION # 46
How are past visitor interactions shown in the Journey Timeline?
Response:
- A. As agent performance scores
- B. As event bubbles with timestamps
- C. As node-based flowcharts
- D. As log files
Answer: B
NEW QUESTION # 47
......
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