{"id":623975,"date":"2026-04-29T18:25:59","date_gmt":"2026-04-30T01:25:59","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&p=623975"},"modified":"2026-04-29T18:25:59","modified_gmt":"2026-04-30T01:25:59","slug":"8-ai-trends-that-will-shape-cx-transformation-in-2026","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/ja-jp\/company\/newsroom\/announcements\/8-ai-trends-that-will-shape-cx-transformation-in-2026","title":{"rendered":"\u30b8\u30a7\u30cd\u30b7\u30b9\u30012026\u5e74\u306eCX\u5909\u9769\u3092\u5de6\u53f3\u3059\u308bAI\u30c8\u30ec\u30f3\u30c98\u9078\u3092\u767a\u8868"},"content":{"rendered":"

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 <\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9<\/strong> \u30c1\u30fc\u30d5\u30fb\u30a4\u30f3\u30d5\u30a9\u30e1\u30fc\u30b7\u30e7\u30f3\u30fb\u30aa\u30d5\u30a3\u30b5\u30fc<\/strong> \u30c8\u30ec\u30d0\u30fc\u30fb\u30b7\u30e5\u30eb\u30c4<\/strong><\/p>\n

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\n2026 \u5e74\u306b\u306f\u3001 CIO \u306f\u4e3b\u306b 4 \u3064\u306e\u6226\u7565\u9818\u57df\u306b\u6ce8\u529b\u3059\u308b\u3068\u4e88\u60f3\u3055\u308c\u307e\u3059\u3002\u5177\u4f53\u7684\u306b\u306f\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u30a8\u30f3\u30b8\u30cb\u30a2\u30ea\u30f3\u30b0\u3001\u4fe1\u983c\u3067\u304d\u308b\u30c7\u30fc\u30bf\u57fa\u76e4\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u305d\u3057\u3066 AI \u30ac\u30d0\u30ca\u30f3\u30b9\u3067\u3059\u3002\u9069\u5207\u306a\u60c5\u5831\u3092\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u63d0\u4f9b\u3067\u304d\u308b\u30b7\u30b9\u30c6\u30e0\u8a2d\u8a08\u304c\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af AI \u306e\u53ef\u80fd\u6027\u3092\u5f15\u304d\u51fa\u3059\u4e0a\u3067\u4e0d\u53ef\u6b20\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u5909\u5316\u306b\u3088\u308a\u3001 AI \u306f\u5b9f\u9a13\u6bb5\u968e\u304b\u3089\u5b9f\u884c\u30d5\u30a7\u30fc\u30ba\u3078\u3068\u79fb\u884c\u3057\u3001\u5927\u898f\u6a21\u304b\u3064\u6e2c\u5b9a\u53ef\u80fd\u306a\u30d3\u30b8\u30cd\u30b9\u4fa1\u5024\u306e\u5275\u51fa\u304c\u53ef\u80fd\u306b\u306a\u308b\u3068\u898b\u8fbc\u307e\u308c\u307e\u3059\u3002<\/p>\n

 <\/p>\n

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 <\/p>\n

\u30c8\u30ec\u30f3\u30c9 <\/strong>3 . <\/strong>\u4eba\u4e8b\u90e8\u9580\u306f\u300c\u4eba\u3068<\/strong>AI<\/strong>\u306e\u5354\u50cd\u300d\u3092\u8a2d\u8a08\u3059\u308b\u5b58\u5728\u3078<\/strong><\/p>\n

AI \u304c\u3042\u3089\u3086\u308b\u696d\u52d9\u6a5f\u80fd\u306b\u7d44\u307f\u8fbc\u307e\u308c\u3066\u3044\u304f\u4e2d\u3067\u3001\u4eba\u3068 AI \u304c\u3069\u306e\u3088\u3046\u306b\u5354\u50cd\u3059\u308b\u306e\u304b\u3092\u5b9a\u7fa9\u3059\u308b\u5f79\u5272\u306f\u3001\u4eba\u4e8b\u90e8\u9580\u304c\u62c5\u3046\u3053\u3068\u306b\u306a\u308b\u3068\u898b\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u4eba\u4e8b\u90e8\u9580\u306f\u3001\u7d44\u7e54\u69cb\u9020\u306e\u898b\u76f4\u3057\u304b\u3089\u4eba\u6750\u9818\u57df\u306b\u304a\u3051\u308b AI \u6d3b\u7528\u306e\u63a8\u9032\u306b\u81f3\u308b\u307e\u3067\u3001\u4eba\u6750\u6226\u7565\u3092\u660e\u78ba\u306b\u3057\u3001\u305d\u306e\u63a8\u9032\u306b\u304a\u3044\u3066\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3059\u3053\u3068\u304c\u671f\u5f85\u3055\u308c\u307e\u3059\u3002\u5358\u306b AI \u30b9\u30ad\u30eb\u3092\u6301\u3064\u4eba\u6750\u3092\u63a1\u7528\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u5168\u793e\u7684\u306a\u30a2\u30c3\u30d7\u30b9\u30ad\u30ea\u30f3\u30b0\u3001\u8077\u52d9\u306e\u518d\u8a2d\u8a08\u3001\u305d\u3057\u3066\u30c1\u30a7\u30f3\u30b8\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3092\u901a\u3058\u3066\u3001\u3059\u3079\u3066\u306e\u5f93\u696d\u54e1\u304c\u300c AI \u3092\u907f\u3051\u3066\u50cd\u304f\u300d\u306e\u3067\u306f\u306a\u304f\u3001\u300c AI \u3068\u3068\u3082\u306b\u50cd\u304f\u300d\u3053\u3068\u3092\u53ef\u80fd\u306b\u3059\u308b\u74b0\u5883\u3065\u304f\u308a\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u307e\u305f\u3001\u4eba\u4e8b\u90e8\u9580\u306f\u3001\u4eba\u9593\u4e2d\u5fc3\u306e AI \u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u6587\u5316\u7684\u5909\u9769\u3092\u4e3b\u5c0e\u3057\u3001\u300c\u8ab0\u304c\u30b9\u30ad\u30eb\u3092\u6301\u3063\u3066\u3044\u308b\u304b\u300d\u3060\u3051\u3067\u306a\u304f\u3001\u300c\u8ab0\u304c\u305d\u306e\u30de\u30a4\u30f3\u30c9\u30bb\u30c3\u30c8\u3092\u5099\u3048\u3066\u3044\u308b\u304b\u300d\u3068\u3044\u3046\u8996\u70b9\u3092\u91cd\u8996\u3057\u3066\u3044\u304f\u3053\u3068\u304c\u671f\u5f85\u3055\u308c\u307e\u3059\u3002\u7af6\u4e89\u529b\u306e\u9375\u306f\u3001 AI \u4eba\u6750\u3092\u898b\u3064\u3051\u308b\u3053\u3068\u3060\u3051\u3067\u306a\u304f\u3001\u793e\u5185\u3067\u80b2\u6210\u3067\u304d\u308b\u304b\u3069\u3046\u304b\u306b\u3042\u308a\u307e\u3059\u3002\u4eba\u4e8b\u90e8\u9580\u306b\u3053\u3046\u3057\u305f\u5909\u9769\u3092\u4e3b\u5c0e\u3055\u305b\u308b\u4f01\u696d\u306f\u3001 AI \u306e\u6f5c\u5728\u529b\u3092\u6700\u5927\u9650\u306b\u5f15\u304d\u51fa\u3059\u3068\u3068\u3082\u306b\u3001\u512a\u308c\u305f\u5f93\u696d\u54e1\u4f53\u9a13\u306e\u5b9f\u73fe\u306b\u3064\u306a\u3052\u3066\u3044\u304f\u3053\u3068\u304c\u3067\u304d\u308b\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002<\/p>\n

 <\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9<\/strong> \u30c1\u30fc\u30d5\u30fb\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u30fb\u30aa\u30d5\u30a3\u30b5\u30fc<\/strong> \u30b0\u30ec\u30f3\u30fb\u30cd\u30b6\u30fc\u30ab\u30c3\u30c8<\/strong><\/p>\n

\u30c8\u30ec\u30f3\u30c9 <\/strong>4 . <\/strong>\u300c\u8a18\u61b6\u3057\u306a\u3044 <\/strong>AI <\/strong>\u300d\u306b\u672a\u6765\u306f\u306a\u3044<\/strong><\/p>\n

AI \u5206\u91ce\u3067\u4e3b\u5c0e\u7684\u306a\u7acb\u5834\u3092\u78ba\u7acb\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u610f\u56f3\u3092\u3082\u3063\u3066\u300c\u8a18\u61b6\u3059\u308b\u300d\u77e5\u80fd\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002\u304b\u3064\u3066\u30a2\u30ca\u30ed\u30b0\u6642\u4ee3\u306b\u304a\u3044\u3066\u306f\u300c\u5fd8\u308c\u308b\u3053\u3068\u300d\u306f\u8a31\u5bb9\u3055\u308c\u3066\u3044\u307e\u3057\u305f\u304c\u3001\u30c7\u30b8\u30bf\u30eb\u74b0\u5883\u306b\u304a\u3044\u3066\u306f\u3001\u305d\u308c\u306f\u8a2d\u8a08\u4e0a\u306e\u6b20\u9665\u3068\u306a\u308a\u3064\u3064\u3042\u308a\u307e\u3059\u3002\u4eca\u5f8c\u91cd\u8981\u3068\u306a\u308b\u306e\u304c\u3001\u30c7\u30fc\u30bf\u3092\u8a18\u61b6\u3078\u3068\u5909\u63db\u3057\u3001\u884c\u52d5\u3092\u5b66\u7fd2\u3078\u3068\u7d50\u3073\u4ed8\u3051\u308b\u300c\u8a8d\u77e5\u30a4\u30f3\u30d5\u30e9\u30b9\u30c8\u30e9\u30af\u30c1\u30e3\u30fc\u300d\u3067\u3059\u3002\u3053\u306e\u67a0\u7d44\u307f\u306f\u3001 AI \u306b\u7d99\u7d9a\u6027\u3092\u3082\u305f\u3089\u3057\u3001\u7d4c\u9a13\u3092\u7a4d\u307f\u91cd\u306d\u3066\u77e5\u898b\u3078\u3068\u6607\u83ef\u3055\u305b\u308b\u57fa\u76e4\u3068\u306a\u308a\u307e\u3059\u3002 AI \u306b\u304a\u3051\u308b\u300c\u8a18\u61b6\u300d\u306f\u3001\u7121\u5236\u9650\u306b\u4fdd\u6301\u3055\u308c\u308b\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u9078\u629e\u7684\u304b\u3064\u5727\u7e2e\u3055\u308c\u3001\u30dd\u30ea\u30b7\u30fc\u306b\u57fa\u3065\u3044\u3066\u7ba1\u7406\u3055\u308c\u308b\u5f62\u3067\u8a2d\u8a08\u3055\u308c\u3066\u3044\u304d\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u305d\u3046\u3057\u305f\u5236\u7d04\u306e\u4e2d\u3067\u3082\u3001\u77e5\u80fd\u306f\u6642\u9593\u3092\u901a\u3058\u3066\u6a5f\u80fd\u3057\u7d9a\u3051\u308b\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u9032\u5316\u306b\u3088\u308a\u3001 AI \u306f\u9867\u5ba2\u3068\u306e\u63a5\u70b9\u3054\u3068\u306b\u30ea\u30bb\u30c3\u30c8\u3055\u308c\u308b\u5b58\u5728\u304b\u3089\u3001\u904e\u53bb\u306e\u3084\u308a\u53d6\u308a\u3092\u8e0f\u307e\u3048\u3066\u63a8\u8ad6\u3059\u308b\u5b58\u5728\u3078\u3068\u5909\u5316\u3057\u3066\u3044\u304d\u307e\u3059\u3002 AI \u306b\u300c\u8a18\u61b6\u300d\u3092\u6301\u305f\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u4f01\u696d\u306f\u3001\u9867\u5ba2\u306b\u3082\u307e\u305f\u8a18\u61b6\u3055\u308c\u308b\u5b58\u5728\u306b\u306a\u308b\u3068\u8003\u3048\u3089\u308c\u307e\u3059\u3002\u306a\u305c\u306a\u3089\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3082\u77e5\u80fd\u3068\u540c\u69d8\u306b\u3001\u6c7a\u3057\u3066\u5fd8\u308c\u306a\u3044\u304b\u3089\u3067\u3059\u3002<\/p>\n

\u00a0<\/strong><\/p>\n

\u30c8\u30ec\u30f3\u30c9 <\/strong>5 .\u00a0 LAMs <\/strong>\u304c\u300c\u4e88\u6e2c\u578b\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u300d\u3092\u6a19\u6e96\u3078<\/strong><\/p>\n

2026 \u5e74\u306f\u3001 AI \u304c\u300c\u89b3\u5bdf\u3059\u308b\u5b58\u5728\u300d\u304b\u3089\u300c\u5b9f\u884c\u3059\u308b\u5b58\u5728\u300d\u3078\u3068\u79fb\u884c\u3059\u308b\u5e74\u306b\u306a\u308b\u3068\u898b\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08 LLM \uff09\u306b\u3088\u3063\u3066\u3001 AI \u306f\u89e3\u91c8\u3084\u5bfe\u8a71\u3001\u6587\u8108\u7406\u89e3\u3068\u3044\u3063\u305f\u8868\u73fe\u80fd\u529b\u3092\u7372\u5f97\u3057\u307e\u3057\u305f\u304c\u3001\u8868\u73fe\u3060\u3051\u3067\u306f\u5b9f\u884c\u306b\u7d50\u3073\u4ed8\u304b\u306a\u3044 AI \u306f\u3001\u305d\u306e\u9650\u754c\u306b\u76f4\u9762\u3057\u3064\u3064\u3042\u308a\u307e\u3059\u3002\u6b21\u306e\u4e16\u4ee3\u306e\u30b7\u30b9\u30c6\u30e0\u306f\u3001\u5927\u898f\u6a21\u30a2\u30af\u30b7\u30e7\u30f3\u30e2\u30c7\u30eb\uff08 LAMs \uff09\u3092\u901a\u3058\u3066\u3001\u7406\u89e3\u3092\u884c\u52d5\u3078\u3068\u5909\u63db\u3057\u3001\u76ee\u7684\u3092\u3082\u3063\u3066\u52d5\u304f\u3088\u3046\u306b\u306a\u308b\u3068\u4e88\u60f3\u3055\u308c\u307e\u3059\u3002\u3053\u308c\u306f\u3001 AI \u304c\u5358\u306b\u4e16\u754c\u3092\u8868\u73fe\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u5b9f\u969b\u306b\u95a2\u4e0e\u3059\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af\u30fb\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306e\u53f0\u982d\u3092\u610f\u5473\u3057\u307e\u3059\u3002
\nLAMs \u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u5f93\u6765\u306e\u300c\u53cd\u5fdc\u306e\u9023\u9396\u300d\u304b\u3089\u8131\u5374\u3057\u3001\u5c06\u6765\u3092\u898b\u636e\u3048\u3066\u6a5f\u80fd\u3059\u308b\u5236\u5fa1\u30b7\u30b9\u30c6\u30e0\u3078\u3068\u9032\u5316\u3057\u3066\u3044\u304f\u3068\u898b\u8fbc\u307e\u308c\u307e\u3059\u3002\u6b21\u4e16\u4ee3\u306e AI \u306f\u3001\u554f\u984c\u304c\u767a\u751f\u3057\u305f\u5f8c\u306b\u5bfe\u5fdc\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u610f\u56f3\u30b7\u30b0\u30ca\u30eb\u3084\u30de\u30a4\u30af\u30ed\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3001\u6642\u9593\u7684\u30d1\u30bf\u30fc\u30f3\u306b\u57fa\u3065\u304d\u3001\u6469\u64e6\u304c\u751f\u3058\u308b\u524d\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u52a9\u8a00\u3001\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u4ecb\u5165\u3092\u884c\u3046\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002
\n\u305d\u306e\u7d50\u679c\u3001\u9867\u5ba2\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u4e8b\u5f8c\u7684\u306b\u4fee\u5fa9\u3055\u308c\u308b\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u4e8b\u524d\u306b\u5f62\u6210\u3055\u308c\u308b\u3082\u306e\u3078\u3068\u5909\u5316\u3057\u307e\u3059\u3002\u7af6\u4e89\u306e\u8ef8\u3082\u3001\u300c\u3069\u308c\u3060\u3051\u9069\u5207\u306b\u5bfe\u5fdc\u3067\u304d\u305f\u304b\u300d\u304b\u3089\u300c\u3069\u308c\u3060\u3051\u65e9\u304f\u884c\u52d5\u3067\u304d\u305f\u304b\u300d\u3078\u3068\u79fb\u884c\u3057\u3001\u73fe\u5b9f\u3092\u5148\u56de\u308a\u3057\u3066\u6349\u3048\u308b\u77e5\u80fd\u3092\u5099\u3048\u305f\u4f01\u696d\u304c\u3001\u512a\u4f4d\u306b\u7acb\u3064\u3053\u3068\u306b\u306a\u308b\u3068\u898b\u3089\u308c\u307e\u3059\u3002<\/p>\n

\u00a0<\/strong><\/p>\n

\u30b8\u30a7\u30cd\u30b7\u30b9<\/strong> \u30c1\u30fc\u30d5\u30fb\u30d7\u30ed\u30c0\u30af\u30c8\u30fb\u30aa\u30d5\u30a3\u30b5\u30fc<\/strong> \u30aa\u30ea\u30f4\u30a3\u30a8\u30fb\u30b8\u30e5\u30fc\u30f4<\/strong><\/p>\n

\u30c8\u30ec\u30f3\u30c9 <\/strong>6 . <\/strong>\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306f\u300c\u7ba1\u7406\u300d\u3092\u8d85\u3048\u3001\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3078<\/strong><\/p>\n

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 <\/p>\n

\u30c8\u30ec\u30f3\u30c9 <\/strong>7 . <\/strong>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af\u30fb\u30c8\u30e9\u30f3\u30b9\u30da\u30a2\u30ec\u30f3\u30b7\u30fc\u304c\u3001\u4f01\u696d\u306e\u4fe1\u983c\u3092\u6e2c\u308b\u65b0\u305f\u306a\u57fa\u6e96\u306b<\/strong><\/p>\n

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 <\/p>\n

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\u30c8\u30ec\u30f3\u30c9 <\/strong>8 .<\/strong> \u00a0CX <\/strong>\u306e\u672a\u6765\u306f\u3001 <\/strong>AI <\/strong>\u306b\u3088\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u3063\u3066\u5b9a\u7fa9\u3055\u308c\u308b<\/strong><\/p>\n

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 <\/p>\n

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 <\/p>\n

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 <\/p>\n

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