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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: AI Fundamentals in Genesys Cloud CX15%- AI architecture and integration within Genesys Cloud CX
- Core AI concepts for customer engagement
- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
Topic 2: Predictive Engagement (GPE) Implementation45%- Optimization and continuous improvement
- Defining customer segments and engagement strategies
- Creating and managing action maps
- Setup and configuration basics
- Agent experience and real-time insights
Topic 3: Predictive Routing (GPR) Implementation40%- Testing, validation, and deployment
- Getting started and prerequisites
- Configuration and setup of GPR
- Performance monitoring and reporting
- Data preparation and model training

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

NEW QUESTION # 14
You can perform a GPR benefit assessment on queues with zero interaction data.
(True/False)
Response:

Answer: A


NEW QUESTION # 15
An action map can only be active on a single webpage at a time.
(True/False)
Response:

Answer: A


NEW QUESTION # 16
Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
(True/False)
Response:

Answer: A


NEW QUESTION # 17
Which two types of interaction data are shown to agents in the Journey Panel?
(Choose two)
Response:

Answer: B


NEW QUESTION # 18
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:

Answer: A


NEW QUESTION # 19
......

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