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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Integration and Implementation- Genesys Cloud CX ecosystem integration
  • 1. API-based configuration and deployment
    • 2. CRM and third-party system integration
      Topic 2: Conversational AI and Automation- Bot and virtual agent integration
      • 1. NLU concepts (intents, utterances, entities)
        • 2. Bot flows and escalation handling
          Topic 3: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
          • 1. Visitor activity tracking and segmentation
            • 2. Action maps and outcomes
              Topic 4: AI & Customer Experience Fundamentals- AI-driven customer engagement concepts
              • 1. AI in contact center efficiency and personalization
                • 2. Predictive intent and customer journey optimization
                  Topic 5: Data, Analytics, and Governance- Reporting and optimization
                  • 1. Engagement and routing performance metrics
                    • 2. Ethical AI and data governance considerations
                      Topic 6: 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 (Q63-Q68):

                          NEW QUESTION # 63
                          Which two goals can GPE analytics help organizations achieve?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 64
                          Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
                          Response:

                          Answer: B


                          NEW QUESTION # 65
                          An action map can only be active on a single webpage at a time.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 66
                          What are two common approaches used to structure a GPR comparison test?
                          (Choose two)
                          Response:

                          Answer: A,B


                          NEW QUESTION # 67
                          Which of the following qualifies as a content offer in Predictive Engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 68
                          ......

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