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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| AI & Customer Experience Fundamentals | - AI-driven customer engagement concepts
|
| Data, Analytics, and Governance | - Reporting and optimization
|
| Conversational AI and Automation | - Bot and virtual agent integration
|
| Integration and Implementation | - Genesys Cloud CX ecosystem integration
|
| Genesys Predictive Routing (GPR) | - AI-based routing logic
|
| Genesys Predictive Engagement (GPE) | - Configuration and behavior tracking
|
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
Content offers in Predictive Engagement can only be triggered manually by agents.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Customer journey information is NOT available on which of the following channels?
(Choose three answers)
Response:
- A. Agent-initiated callbacks
- B. Agentless email notifications
- C. Instagram DM
- D. Web messaging
Correct Answer: A,B,C 🗳️
Predictive Routing only works for voice interactions and is not supported for digital channels.
(True/False)
Response:
- A. True
- B. False
Correct Answer: B 🗳️
Which two methods are available as routing options in Genesys Cloud queues?
(Choose two)
Response:
- A. Predictive Routing
- B. Call Blending
- C. Agent Whisper
- D. Bullseye Routing
Correct Answer: A,D 🗳️
Which are AI-related capabilities used in Genesys Predictive Routing?
(Choose two)
Response:
- A. AI-driven outcome prediction
- B. Predictive web tracking
- C. Intelligent agent selection
- D. Sentiment-based agent scheduling
Correct Answer: A,C 🗳️
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