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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Integration and Implementation- Genesys Cloud CX ecosystem integration
  • 1. CRM and third-party system integration
    • 2. API-based configuration and deployment
      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. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
              • 1. Action maps and outcomes
                • 2. Visitor activity tracking and segmentation
                  AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
                  • 1. Predictive intent and customer journey optimization
                    • 2. AI in contact center efficiency and personalization
                      Genesys Predictive Routing (GPR)- AI-based routing logic
                      • 1. Skill-based vs predictive routing comparison
                        • 2. Routing optimization and performance tuning

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q85-Q90):

                          NEW QUESTION # 85
                          Predictive Routing continuously improves over time as more interaction data becomes available.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 86
                          You can perform a GPR benefit assessment on queues with zero interaction data.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 87
                          Which two types of engagements can action maps initiate?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 88
                          Which two types of content can be delivered through content offers in action maps?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 89
                          Which two reporting features are available for Predictive Routing in Genesys Cloud?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 90
                          ......

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