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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q94-Q99):

                          NEW QUESTION # 94
                          Which Genesys Cloud interface allows agents to view a customer's digital journey in real-time?
                          Response:

                          Answer: B


                          NEW QUESTION # 95
                          Which type of visitor data is displayed alongside interaction history for agents?
                          Response:

                          Answer: D


                          NEW QUESTION # 96
                          Which two types of data are commonly collected through GPE web tracking?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 97
                          Which evaluation method in Predictive Routing uses agent-level performance and contact attributes to optimize decisions?
                          Response:

                          Answer: C


                          NEW QUESTION # 98
                          Which data points are critical for running a GPR benefit assessment?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 99
                          ......

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