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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Conversational AI and Automation | - Bot and virtual agent integration
|
| Topic 2: Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Topic 3: Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Topic 4: Data, Analytics, and Governance | - Reporting and optimization
|
| Topic 5: AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Topic 6: Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. In GPE, what is a "Journey"?
Response:
A) The path a visitor takes across touchpoints and channels
B) A summary report of daily routing activity
C) A training module for GPE AI models
D) A list of queue transfers within IVR
2. Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:
A) Predictive Routing
B) Bullseye Routing
C) Call Blending
D) Agent Whisper
3. Which performance metric is specifically used to compare outcomes between GPR and legacy routing methods?
Response:
A) Outcome uplift percentage
B) Customer sentiment ratio
C) Agent escalation rate
D) Routing decision delay
4. Whenever you open an action map, it opens in ___________ mode by default.
Response:
A) Duplicate
B) Delete
C) View
D) Edit
5. Genesys Cloud manages customer journeys using separate platforms for Digital and Voice channels.
(True/False)
Response:
A) False
B) True
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A,B | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: A |
