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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Conversational AI and Automation- Bot and virtual agent integration
  • 1. Bot flows and escalation handling
    • 2. NLU concepts (intents, utterances, entities)
      Topic 2: 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 3: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
          • 1. Action maps and outcomes
            • 2. Visitor activity tracking and segmentation
              Topic 4: Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Routing optimization and performance tuning
                • 2. Skill-based vs predictive routing comparison
                  Topic 5: Data, Analytics, and Governance- Reporting and optimization
                  • 1. Engagement and routing performance metrics
                    • 2. Ethical AI and data governance considerations
                      Topic 6: Integration and Implementation- Genesys Cloud CX ecosystem integration
                      • 1. API-based configuration and deployment
                        • 2. CRM and third-party system integration

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                          GCX-AI-GPE Exam Score - GCX-AI-GPE Exam Exercise

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q84-Q89):

                          NEW QUESTION # 84
                          Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
                          Response:

                          Answer: C


                          NEW QUESTION # 85
                          Customer journey information is NOT available on which of the following channels?
                          (Choose three answers)
                          Response:

                          Answer: A,B,D


                          NEW QUESTION # 86
                          Which two actions are part of outcome creation in Predictive Engagement?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 87
                          What role does the outcome score play in predictive engagement?
                          Response:

                          Answer: B


                          NEW QUESTION # 88
                          What is the most appropriate time frame to evaluate the impact of GPR changes?
                          Response:

                          Answer: D


                          NEW QUESTION # 89
                          ......

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