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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Genesys Predictive Engagement (GPE)- Configuration and behavior tracking
  • 1. Visitor activity tracking and segmentation
    • 2. Action maps and outcomes
      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: Data, Analytics, and Governance- Reporting and optimization
          • 1. Ethical AI and data governance considerations
            • 2. Engagement and routing performance metrics
              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: Genesys Predictive Routing (GPR)- AI-based routing logic
                  • 1. Routing optimization and performance tuning
                    • 2. Skill-based vs predictive routing comparison
                      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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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q28-Q33):

                          NEW QUESTION # 28
                          What must be deployed to a website to enable web tracking for Predictive Engagement?
                          Response:

                          Answer: C


                          NEW QUESTION # 29
                          While routing an interaction to an agent, how does Genesys Cloud route the interaction if the timeout period expires?
                          Response:

                          Answer: C


                          NEW QUESTION # 30
                          What is a primary limitation of legacy skills-based routing that Genesys Predictive Routing aims to overcome?
                          Response:

                          Answer: A


                          NEW QUESTION # 31
                          An action map can only be active on a single webpage at a time.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 32
                          Which two best practices apply when managing multiple action maps?
                          (Choose two)
                          Response:

                          Answer: C,D


                          NEW QUESTION # 33
                          ......

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