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Genesys GCX-AI-GPE Exam Syllabus Topics:

SectionObjectives
Topic 1: Data, Analytics, and Governance- Reporting and optimization
  • 1. Ethical AI and data governance considerations
    • 2. Engagement and routing performance metrics
      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. Predictive intent and customer journey optimization
            • 2. AI in contact center efficiency and personalization
              Topic 4: Genesys Predictive Routing (GPR)- AI-based routing logic
              • 1. Skill-based vs predictive routing comparison
                • 2. Routing optimization and performance tuning
                  Topic 5: Conversational AI and Automation- Bot and virtual agent integration
                  • 1. NLU concepts (intents, utterances, entities)
                    • 2. Bot flows and escalation handling
                      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 (Q16-Q21):

                          NEW QUESTION # 16
                          Agents cannot see visitor interaction details from previous sessions in the Journey Panel.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 17
                          Predictive Routing continuously improves over time as more interaction data becomes available.
                          (True/False)
                          Response:

                          Answer: B


                          NEW QUESTION # 18
                          In GPE, what is a "Journey"?
                          Response:

                          Answer: B


                          NEW QUESTION # 19
                          What is the primary function of an Action Map in Predictive Engagement?
                          Response:

                          Answer: C


                          NEW QUESTION # 20
                          Which are AI-related capabilities used in Genesys Predictive Routing?
                          (Choose two)
                          Response:

                          Answer: B,D


                          NEW QUESTION # 21
                          ......

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