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Genesys GCX-AI-GPE Exam Syllabus Topics:

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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q16-Q21):

                          NEW QUESTION # 16
                          Whenever you open an action map, it opens in ___________ mode by default.
                          Response:

                          Answer: B


                          NEW QUESTION # 17
                          Which of the following best describes the core purpose of Genesys Predictive Engagement (GPE)?
                          Response:

                          Answer: A


                          NEW QUESTION # 18
                          Which two types of data are commonly collected through GPE web tracking?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 19
                          Which two insights can Segment Reports provide?
                          (Choose two)
                          Response:

                          Answer: B,C


                          NEW QUESTION # 20
                          Which two of the following are valid terminologies in the GPE system?
                          (Choose two)
                          Response:

                          Answer: A,D


                          NEW QUESTION # 21
                          ......

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