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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Routing (GPR)- AI-based routing logic
  • 1. Skill-based vs predictive routing comparison
    • 2. Routing optimization and performance tuning
      Topic 2: Conversational AI and Automation- Bot and virtual agent integration
      • 1. Bot flows and escalation handling
        • 2. NLU concepts (intents, utterances, entities)
          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 Engagement (GPE)- Configuration and behavior tracking
              • 1. Visitor activity tracking and segmentation
                • 2. Action maps and outcomes
                  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 (Q78-Q83):

                          NEW QUESTION # 78
                          The Journey Panel includes visual icons that represent different visitor events such as page views, engagements, and outcomes.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 79
                          Which two components are evaluated in the Queue Impact View?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 80
                          A queue can only use Predictive Routing after 30 days of historical data has been collected.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 81
                          Which types of events can contribute to a visitor's journey record in Genesys Predictive Engagement?
                          Response:

                          Answer: A


                          NEW QUESTION # 82
                          What role does the outcome score play in predictive engagement?
                          Response:

                          Answer: D


                          NEW QUESTION # 83
                          ......

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