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Genesys GCX-AI-GPE Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| AI Fundamentals in Genesys Cloud CX | 15% | - Core AI concepts for customer engagement - Overview of Predictive Engagement (GPE) and Predictive Routing (GPR) - AI architecture and integration within Genesys Cloud CX |
| Predictive Engagement (GPE) Implementation | 45% | - Agent experience and real-time insights - Setup and configuration basics - Defining customer segments and engagement strategies - Optimization and continuous improvement - Creating and managing action maps |
| Predictive Routing (GPR) Implementation | 40% | - Testing, validation, and deployment - Performance monitoring and reporting - Data preparation and model training - Getting started and prerequisites - Configuration and setup of GPR |
Genesys Cloud CX AI-GPE and GPR Certification Sample Questions:
1. Which of the following best defines an "outcome" in GPE?
Response:
A) The agent assigned to a digital interaction
B) A type of chatbot intent
C) A business goal such as a purchase or form submission
D) A visitor's last known location
2. Which two types of engagements can action maps initiate?
(Choose two)
Response:
A) Agent voicemail
B) Email routing
C) Content offer
D) Web chat
3. Which elements are configured during the initial creation of a queue in Genesys Cloud?
(Choose two)
Response:
A) Queue name and division
B) Queue's voice and digital permissions
C) Associated outcome scores
D) Skills assigned to the queue
4. What does a high segment drop-off rate typically indicate?
Response:
A) Accurate journey prediction
B) Overloaded agent queues
C) Visitors are exiting before meaningful engagement
D) A successful targeting strategy
5. What is one use case for using multiple action maps on a website?
Response:
A) Supporting different user journeys and outcomes
B) Managing IVR prompts
C) Limiting workforce management access
D) Routing inbound emails
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C,D | Question # 3 Answer: A,D | Question # 4 Answer: C | Question # 5 Answer: A |
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