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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionWeightObjectives
Predictive Routing (GPR) Implementation40%- Configuration and setup of GPR
- Performance monitoring and reporting
- Data preparation and model training
- Testing, validation, and deployment
- Getting started and prerequisites
AI Fundamentals in Genesys Cloud CX15%- Overview of Predictive Engagement (GPE) and Predictive Routing (GPR)
- Core AI concepts for customer engagement
- AI architecture and integration within Genesys Cloud CX
Predictive Engagement (GPE) Implementation45%- Agent experience and real-time insights
- Setup and configuration basics
- Optimization and continuous improvement
- Creating and managing action maps
- Defining customer segments and engagement strategies

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Genesys Cloud CX AI-GPE and GPR Certification Sample Questions (Q30-Q35):

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
Which two goals can GPE analytics help organizations achieve?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 32
Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:

Answer: B,C


NEW QUESTION # 33
Which features differentiate GPR from legacy queue-based routing?
(Choose two)
Response:

Answer: C,D


NEW QUESTION # 34
Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:

Answer: A,C,D


NEW QUESTION # 35
......

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