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

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                          Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q94-Q99):

                          NEW QUESTION # 94
                          Which two engagement types are typically part of a cross-channel journey?
                          (Choose two)
                          Response:

                          Answer: A,C


                          NEW QUESTION # 95
                          Which of the following can be used to trigger an action map?
                          Response:

                          Answer: A


                          NEW QUESTION # 96
                          Predictive Engagement reports in Genesys Cloud can be scheduled for automated delivery.
                          (True/False)
                          Response:

                          Answer: A


                          NEW QUESTION # 97
                          Which of the following is an example of a supported customer journey channel in Predictive Engagement?
                          Response:

                          Answer: A


                          NEW QUESTION # 98
                          What type of data does Genesys Predictive Routing primarily evaluate to make routing decisions?
                          Response:

                          Answer: B


                          NEW QUESTION # 99
                          ......

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