{"id":535995,"date":"2024-09-27T21:31:39","date_gmt":"2024-09-28T04:31:39","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/unlocking-roi-how-conversational-ai-transforms-contact-centers"},"modified":"2024-09-27T06:07:34","modified_gmt":"2024-09-27T13:07:34","slug":"unlocking-roi-how-conversational-ai-transforms-contact-centers","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unlocking-roi-how-conversational-ai-transforms-contact-centers","title":{"rendered":"ROI \u306e\u5411\u4e0a\uff1a\u5bfe\u8a71\u578b AI \u306b\u3088\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5909\u9769"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text 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\u306b\u76f4\u63a5\u7d50\u3073\u4ed8\u3051\u308b\u306e\u306f\u96e3\u3057\u3044\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3068\u6f5c\u5728\u7684\u306a CLTV \u5897\u52a0\u3068\u306e\u95a2\u9023\u6027\u306b\u306f\u8aac\u5f97\u529b\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ul>\n<p>\u4e0a\u8a18\u306e\u6307\u6a19\u3092\u5f93\u6765\u306e\u30b3\u30b9\u30c8\u524a\u6e1b\u30c7\u30fc\u30bf\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5bfe\u8a71\u578b AI \u304c\u53ce\u76ca\u62e1\u5927\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u304b\u3092\u7dcf\u5408\u7684\u306b\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u305d\u306e\u5168\u4f53\u50cf\u3092\u901a\u3058\u3066\u3001CAI \u5c0e\u5165\u306e\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3068\u6700\u9069\u5316\u304c\u53ef\u80fd\u306b\u306a\u308a\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e ROI \u3092\u5927\u5e45\u306b\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2>\u5bfe\u8a71\u578b AI \u306e\u6d3b\u7528<\/h2>\n<p>Genesys Cloud\u00ae \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u5229\u7528\u3059\u308c\u3070\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u69cb\u7bc9\u306f\u3001\u3068\u3066\u3082\u7c21\u5358\u3067\u3059\u3002\u30c9\u30e9\u30c3\u30b0\u30a2\u30f3\u30c9\u30c9\u30ed\u30c3\u30d7\u65b9\u5f0f\u306e\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30a4\u30b9\u306f\u3001\u8907\u96d1\u306a\u30b3\u30fc\u30c7\u30a3\u30f3\u30b0\u304c\u4e0d\u8981\u3067\u3001\u8fc5\u901f\u306a\u5c0e\u5165\u304c\u53ef\u80fd\u3067\u3059\u3002\u305f\u3060\u3057\u3001\u5bfe\u8a71\u578b AI \u306e\u5c0e\u5165\u3092\u6210\u529f\u3055\u305b\u308b\u306b\u306f\u3001\u614e\u91cd\u306b\u8a08\u753b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30b9\u30e0\u30fc\u30ba\u306b\u9032\u3081\u308b\u3046\u3048\u3067\u7559\u610f\u3059\u3079\u304d\u70b9\u3092 3 \u3064\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<ol>\n<li><strong>\u9069\u5207\u306a\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u3092\u7279\u5b9a\uff1a<\/strong>\u307e\u305a\u6700\u521d\u306b\u3001\u7e70\u308a\u8fd4\u3057\u767a\u751f\u3059\u308b\u30bf\u30b9\u30af\u3092\u81ea\u52d5\u5316\u3057\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u8907\u96d1\u306a\u554f\u3044\u5408\u308f\u305b\u3078\u306e\u5bfe\u5fdc\u306b\u5c02\u5ff5\u3055\u305b\u307e\u3059\u3002\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3067\u304d\u308b\u30b7\u30f3\u30d7\u30eb\u306a\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u3001\u7279\u306b\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306e\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u30c1\u30e3\u30cd\u30eb\u306b\u3088\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3001FAQ\u3001\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u306e\u5404\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306f\u3001\u51fa\u767a\u70b9\u3068\u3057\u3066\u6700\u9069\u3067\u3059\u3002<\/li>\n<li><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u91cd\u8996\uff1a<\/strong>\u00a0 \u5bfe\u8a71\u578b AI \u3092<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/journey-orchestration\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u7d71\u5408<\/a>\u3057\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u3001\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u30b9\u30e0\u30fc\u30ba\u306b\u30cf\u30f3\u30c9\u30aa\u30d5\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002\u5bfe\u8a71\u578b AI \u306f\u3001\u72b6\u6cc1\u3001\u610f\u56f3\u3001\u5b8c\u5168\u306a\u30c8\u30e9\u30f3\u30b9\u30af\u30ea\u30d7\u30c8\u3001\u611f\u60c5\u5206\u6790\u306a\u3069\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u95a2\u3059\u308b\u8a73\u3057\u3044\u60c5\u5831\u3092\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306b\u6295\u8cc7\uff1a<\/strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u9867\u5ba2\u306e\u4e21\u8005\u306b\u5bfe\u3057\u3001\u3053\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u52b9\u679c\u7684\u306b\u4f7f\u7528\u3059\u308b\u65b9\u6cd5\u3092\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3057\u307e\u3059\u3002\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u52b9\u679c\u7684\u306b\u5bfe\u8a71\u3067\u304d\u308b\u3053\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5411\u4e0a\u306b\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u305d\u3046\u3057\u3066\u521d\u3081\u3066\u3001\u9867\u5ba2\u304c\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u6700\u9069\u306a\u65b9\u6cd5\u3067\u5229\u7528\u3067\u304d\u308b\u304b\u3089\u3067\u3059\u3002<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/agent-copilot\" target=\"_blank\" rel=\"noopener\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3082\u5341\u5206\u306b\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3092\u53d7\u3051<\/a>\u3001AI \u304b\u3089\u63d0\u4f9b\u3055\u308c\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3068\u3001\u305d\u306e\u6d3b\u7528\u65b9\u6cd5\u3092\u7406\u89e3\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/li>\n<\/ol>\n<h2>\u3053\u308c\u304b\u3089\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u6c42\u3081\u3089\u308c\u308b\u8981\u7d20<\/h2>\n<p>\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u5805\u7262\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3042\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u5bfe\u8a71\u578b AI \u306e ROI \u3092\u5927\u5e45\u306b\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u5177\u4f53\u7684\u306b\u306f\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u30e1\u30ea\u30c3\u30c8\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u7d71\u5408\uff1a<\/strong> \u3055\u307e\u3056\u307e\u306a\u5bfe\u8a71\u578b AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3068\u306e\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u7d71\u5408\u306f\u91cd\u8981\u3067\u3059\u3002\u7279\u306b\u3001\u3042\u308b\u30b5\u30fc\u30d3\u30b9\u306b\u63a5\u7d9a\u3057\u3066\u6210\u679c\u3092\u6539\u5584\u3057\u305f\u308a\u3001\u9867\u5ba2\u306b\u8ffd\u52a0\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u5834\u5408\u306a\u3069\u3067\u3059\u3002<\/li>\n<li><strong>\u9ad8\u5ea6\u306a\u5206\u6790\uff1a<\/strong>\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u5305\u62ec\u7684\u306a\u5206\u6790\u6a5f\u80fd\u304c\u5099\u308f\u3063\u3066\u3044\u308b\u304b\u306f\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3067\u3059\u3002CSAT\u3001NPS\u3001\u30bb\u30fc\u30eb\u30b9\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u7387\u306a\u3069\u306e\u4e3b\u8981\u306a\u6307\u6a19\u306b CAI \u304c\u4e0e\u3048\u308b\u5f71\u97ff\u3092\u8ffd\u8de1\u3001\u6e2c\u5b9a\u3067\u304d\u308b\u305f\u3081\u3067\u3059\u3002\u3053\u306e\u30c7\u30fc\u30bf\u3092\u5229\u7528\u3059\u308c\u3070\u3001AI \u5c0e\u5165\u3092\u7d99\u7d9a\u7684\u306b\u6539\u5584\u3057\u3001\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002<\/li>\n<li><strong>\u62e1\u5f35\u6027\u3068\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\uff1a<\/strong> \u62e1\u5f35\u6027\u304c\u9ad8\u304f\u3001\u30bb\u30ad\u30e5\u30a2\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306a\u3089\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u306e\u5b89\u5168\u6027\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u3001\u5bfe\u8a71\u578b AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u30d3\u30b8\u30cd\u30b9\u3068\u3068\u3082\u306b\u6210\u9577\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002<\/li>\n<li><strong>\u30aa\u30fc\u30d7\u30f3 API \u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\uff1a<\/strong>\u30aa\u30fc\u30d7\u30f3 API \u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3084\u4ed6\u306e\u30d3\u30b8\u30cd\u30b9\u30b7\u30b9\u30c6\u30e0\u3068\u306e\u7d71\u5408\u304c\u7c21\u5358\u306a\u305f\u3081\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3084\u4e00\u8cab\u6027\u78ba\u4fdd\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/li>\n<\/ul>\n<h2>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b ROI \u306e\u672a\u6765\uff1a\u4eba\u9593\u3068\u6a5f\u68b0\u306e\u8abf\u548c<\/h2>\n<p>\u5bfe\u8a71\u578b AI \u306f\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u4e07\u80fd\u85ac\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u304c\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u5f37\u529b\u306a\u30c4\u30fc\u30eb\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002\u30b3\u30b9\u30c8\u524a\u6e1b\u3068\u53ce\u76ca\u5275\u51fa\u306e\u4e21\u65b9\u3092\u91cd\u8996\u3059\u308b\u3053\u3068\u3067\u3001\u6295\u8cc7\u5bfe\u52b9\u679c\uff08ROI\uff09\u3092\u5927\u5e45\u306b\u5411\u4e0a\u3055\u305b\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u3001\u672a\u6765\u578b\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306b\u304a\u3051\u308b ROI \u306e\u672a\u6765\u306f\u3001\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u7f6e\u304d\u63db\u3048\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u4eba\u9593\u3068 AI \u304c\u8abf\u548c\u306e\u3068\u308c\u305f\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u751f\u307f\u51fa\u3059\u3053\u3068\u3067\u3059\u3002<\/p>\n<p>\u4eba\u9593\u3068 AI \u306e\u7406\u60f3\u7684\u306a\u30d1\u30fc\u30c8\u30ca\u30fc\u30b7\u30c3\u30d7\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u672a\u6765\u3092\u5207\u308a\u958b\u304d\u3001ROI \u3092\u5927\u5e45\u306b\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u9032\u5316\u3057\u7d9a\u3051\u308b\u30c7\u30b8\u30bf\u30eb\u74b0\u5883\u306b\u304a\u3044\u3066\u7af6\u4e89\u529b\u3068\u306a\u308a\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u672a\u6765\u306f\u3001\u4eba\u3068\u306e\u89e6\u308c\u5408\u3044\u3092\u596a\u3046\u3082\u306e\u3067\u306f\u306a\u304f\u3001\u5145\u5b9f\u3055\u305b\u308b\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>AI \u306e\u5c0e\u5165\u3092\u304a\u8003\u3048\u3067\u3059\u304b\uff1fAI \u3092\u6d3b\u7528\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u65b9\u6cd5\u306b\u3064\u3044\u3066\u306f\u3001\u3053\u3061\u3089\u306e eBook\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/five-ways-leading-brands-use-ai\">\u30c8\u30c3\u30d7\u30d6\u30e9\u30f3\u30c9 5 \u793e \u306b\u5b66\u3076 AI \u6d3b\u7528\u4e8b\u4f8b<\/a>\u300d\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>IDC MarketScape \u304c Genesys \u3092\u30d5\u30ed\u30f3\u30c8\u30aa\u30d5\u30a3\u30b9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u74b0\u5883\u306b\u304a\u3051\u308b<a href=\"https:\/\/www.genesys.com\/en-gb\/resources\/idc-marketscape-worldwide-front-office-conversational-ai-software-2024-vendor-assessment?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">\u5bfe\u8a71\u578b AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30ea\u30fc\u30c0\u30fc\u4f01\u696d<\/a>\u306b\u9078\u51fa\u3057\u305f\u7406\u7531\u3082\u3054\u78ba\u8a8d\u3044\u305f\u3060\u3051\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u4eca\u65e5\u306e\u4f01\u696d\u9593\u7af6 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