{"id":536242,"date":"2024-09-28T18:19:55","date_gmt":"2024-09-29T01:19:55","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/using-ai-in-customer-service-to-cultivate-trust-not-fear"},"modified":"2024-09-27T06:36:17","modified_gmt":"2024-09-27T13:36:17","slug":"using-ai-in-customer-service-to-cultivate-trust-not-fear","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/using-ai-in-customer-service-to-cultivate-trust-not-fear","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306b AI \u3092\u6d3b\u7528\u3057\u3001\u4e0d\u5b89\u3092\u4fe1\u983c\u306b\u5909\u3048\u308b"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]AI\uff08\u4eba\u5de5\u77e5\u80fd\uff09\u306f\u30d3\u30b8\u30cd\u30b9\u3001\u82b8\u8853\u306a\u3069\u3001\u3042\u3089\u3086\u308b\u5206\u91ce\u306b\u5909\u9769\u3092\u3082\u305f\u3089\u3059\u3068\u671f\u5f85\u3055\u308c\u308b\u4e00\u65b9\u3001AI \u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306b\u3082\u305f\u3089\u3059\u5f71\u97ff\u306b\u3064\u3044\u3066\u306f\u3001\u671f\u5f85\u3068\u4e0d\u5b89\u306e\u4e21\u65b9\u304c\u898b\u53d7\u3051\u3089\u308c\u307e\u3059\u3002<\/p>\n<p>2023 \u5e74\u672b\u306b\u7c73\u56fd\u306e\u6d88\u8cbb\u8005 1,000 \u4eba\u3092\u5bfe\u8c61\u3068\u3057\u3066\u5b9f\u65bd\u3057\u305f\u3001 Genesys \u306e\u6700\u65b0\u8abf\u67fb\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/humans-and-ai-in-unison-driving-the-new-era-of-cx?ost_tool=blog&#038;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">\u4eba\u9593\u3068 AI \u306e\u5171\u5b58\uff1aCX 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href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/predictive-web-engagement\" target=\"_blank\" rel=\"noopener\">\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30fb\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8<\/a>\u306a\u3069\u3001\u30d0\u30c3\u30af\u30a8\u30f3\u30c9\u3078\u306e AI 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\u306f\u81ea\u5206\u305f\u3061\u306e\u30cb\u30fc\u30ba\u3092\u7406\u89e3\u3057\u3066\u52b9\u679c\u7684\u306b\u5bfe\u5fdc\u3067\u304d\u306a\u3044\u3068\u4e0d\u5b89\u306b\u611f\u3058\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u7591\u5ff5\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">\u9ad8\u5ea6\u306a AI \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3<\/a>\u3092\u5c0e\u5165\u3057\u3066\u30b5\u30fc\u30d3\u30b9\u3068\u30b5\u30dd\u30fc\u30c8\u3092\u5411\u4e0a\u3055\u305b\u305f\u3044\u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u5927\u304d\u306a\u8ab2\u984c\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<h2><strong>\u751f\u6210 AI \u3092\u642d\u8f09\u3057\u305f\u30b9\u30de\u30fc\u30c8\u306a\u30dc\u30c3\u30c8\u304c\u5b9f\u73fe\u3059\u308b\u3082\u306e<\/strong><\/h2>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/get-started-generative-ai-101?ost_tool=blog&#038;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">\u751f\u6210 AI<\/a> \u306e\u767b\u5834\u306f\u3001\u67d4\u8edf\u6027\u306b\u6b20\u3051\u308b\u521d\u671f AI \u304b\u3089\u306e\u98db\u8e8d\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u751f\u6210 AI \u306f\u3001\u30b7\u30f3\u30d7\u30eb\u306a\u5148\u884c\u30e2\u30c7\u30eb\u3068\u306f\u7570\u306a\u308a\u3001\u9069\u5fdc\u578b\u6a5f\u68b0\u5b66\u7fd2\u30e2\u30c7\u30eb\u3092\u4f7f\u7528\u3057\u3001\u81a8\u5927\u306a\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u30aa\u30ea\u30b8\u30ca\u30eb\u306e\u5fdc\u7b54\u3068\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u751f\u6210\u3057\u307e\u3059\u3002<\/p>\n<p>IT 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AI \u306f\u3001\u521d\u671f\u306e AI \u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u3088\u3046\u306b\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5373\u5ea7\u306b\u5f15\u304d\u8d77\u3053\u3059\u3053\u3068\u306a\u304f\u3001\u6700\u521d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30dd\u30a4\u30f3\u30c8\u3068\u3057\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002<\/p>\n<p>\u3055\u3089\u306b\u3001\u771f\u306e ML \u578b AI \u30dc\u30c3\u30c8\u3067\u3042\u308c\u3070\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304b\u3089\u5b66\u7fd2\u3057\u3001\u7cbe\u5ea6\u3068\u6709\u52b9\u6027\u3092\u7d99\u7d9a\u7684\u306b\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u30b7\u30b9\u30c6\u30e0\u306f\u5e45\u5e83\u3044\u9867\u5ba2\u30cb\u30fc\u30ba\u3078\u306e\u5bfe\u5fdc\u306b\u512a\u308c\u3066\u3044\u308b\u305f\u3081\u3001\u30d2\u30e5\u30fc\u30de\u30f3\u30bf\u30c3\u30c1\u304c\u81ea\u52d5\u5316\u306e\u72a0\u7272\u306a\u308b\u3068\u3044\u3046\u5f93\u6765\u306e\u61f8\u5ff5\u306f\u89e3\u6d88\u3055\u308c\u308b\u3067\u3057\u3087\u3046\u3002<\/p>\n<p>AI \u30d9\u30fc\u30b9\u306e\u65b0\u3057\u3044<a href=\"https:\/\/www.genesys.com\/ja-jp\/experience-orchestration\" target=\"_blank\" rel=\"noopener\">\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/a>\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001ML \u306e\u6700\u65b0\u6a5f\u80fd\u3092\u3055\u3089\u306b\u767a\u5c55\u3055\u305b\u305f\u3082\u306e\u3067\u3059\u3002\u81ea\u52d5\u5316\u3057\u305f\u52b9\u7387\u6027\u3068\u3001\u304b\u3064\u3066\u306f\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3060\u3051\u304c\u53ef\u80fd\u3060\u3063\u305f\u5fae\u5999\u306a\u7406\u89e3\u3092\u53ef\u80fd\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u30cd\u30a4\u30c6\u30a3\u30d6\u306e\u97f3\u58f0\u30dc\u30c3\u30c8\u3084\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306a\u3069\u306e AI 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AI \u30d9\u30fc\u30b9\u306e\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u7d44\u307f\u8fbc\u307e\u308c\u308b\u3067\u3057\u3087\u3046\u3002\u30dc\u30c3\u30c8\u306f\u9032\u5316\u3068\u3068\u3082\u306b\u3001\u4eba\u9593\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u306b\u304a\u3051\u308b\u5fae\u5999\u306a\u30cb\u30e5\u30a2\u30f3\u30b9\u3092\u5fe0\u5b9f\u306b\u89e3\u91c8\u3057\u3066\u53cd\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306f\u30b9\u30e0\u30fc\u30ba\u306b\u306a\u308a\u3001\u4eba\u9593\u3068\u6a5f\u68b0\u306e\u9593\u306b\u3042\u3063\u305f\u5bfe\u5fdc\u306e\u9055\u3044\u306f\u5c0f\u3055\u304f\u306a\u3063\u3066\u3044\u304d\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3001\u4f01\u696d\u306f\u9ad8\u5ea6\u306a\u30dc\u30c3\u30c8\u3092\u5c0e\u5165\u3057\u3001\u8907\u96d1\u306a\u554f\u3044\u5408\u308f\u305b\u306b\u5bfe\u3057\u3066\u3082\u3001\u512a\u79c0\u306a\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u8fd1\u3044\u30ec\u30d9\u30eb\u306e\u5171\u611f\u3068\u7406\u89e3\u529b\u3067\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u304a\u305d\u3089\u304f\u4e88\u60f3\u3088\u308a\u3082\u65e9\u304f\u5b9f\u73fe\u3055\u308c\u308b\u306f\u305a\u3067\u3059\u3002<\/p>\n<h2><strong>\u6d88\u8cbb\u8005\u3092\u5553\u8499\u3057\u3001\u610f\u8b58\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u57cb\u3081\u308b<\/strong><\/h2>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">AI \u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u57fa\u76e4\u306b\u306a\u308a\u3064\u3064\u3042\u308b<\/a>\u4eca\u3001\u9867\u5ba2\u304b\u3089\u306e\u4fe1\u983c\u3068\u8a31\u5bb9\u3092\u80b2\u3080\u306b\u306f\u900f\u660e\u6027\u304c\u6975\u3081\u3066\u91cd\u8981\u3067\u3059\u3002\u4f01\u696d\u306f AI \u306e\u4f7f\u7528\u306b\u3064\u3044\u3066\u8aa0\u5b9f\u306a\u614b\u5ea6\u3067\u3001\u3069\u306e\u3088\u3046\u306a\u5834\u5408\u306b AI \u30d9\u30fc\u30b9\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u884c\u3046\u304b\u3001\u6d88\u8cbb\u8005\u306b\u3068\u3063\u3066\u306e\u30e1\u30ea\u30c3\u30c8\u306f\u4f55\u304b\u3092\u660e\u78ba\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u6700\u65b0\u30ec\u30dd\u30fc\u30c8\u306b\u3088\u308b\u3068\u300163% \u306e\u4eba\u304c\u30dc\u30c3\u30c8\u3067\u3042\u308b\u3053\u3068\u3092\u3059\u3050\u306b\u898b\u629c\u3051\u308b\u3068\u8003\u3048\u3066\u304a\u308a\u300180% \u306e\u4eba\u304c AI \u30d9\u30fc\u30b9\u306e\u30dc\u30c3\u30c8\u3084\u30c7\u30b8\u30bf\u30eb\u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u304c\u5bfe\u5fdc\u3059\u308b\u5834\u5408\u306f\u901a\u77e5\u3092\u7fa9\u52d9\u4ed8\u3051\u308b\u3079\u304d\u3060\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\uff08\u3061\u306a\u307f\u306b\u3001\u30dc\u30c3\u30c8\u306e\u7406\u60f3\u7684\u306a\u58f0\u306f\u30e2\u30fc\u30ac\u30f3\u30fb\u30d5\u30ea\u30fc\u30de\u30f3\u3068\u3044\u3046\u610f\u898b\u304c\u5927\u591a\u6570\u3092\u5360\u3081\u3066\u3044\u307e\u3059\uff09\u3002\u3053\u306e\u30c7\u30fc\u30bf\u306f\u3001\u554f\u3044\u5408\u308f\u305b\u306e\u76f8\u624b\u304c\u3060\u308c\u304b\u3092\u6d88\u8cbb\u8005\u306b\u660e\u793a\u3059\u308b\u3053\u3068\u306e\u91cd\u8981\u6027\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u4f01\u696d\u306f\u3001\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u3084\u308a\u53d6\u308a\u3057\u3066\u3044\u308b\u3068\u601d\u3046\u3088\u3046\u306a\u3001\u512a\u308c\u305f AI \u3092\u81ea\u6162\u3057\u304c\u3061\u3067\u3059\u304c\u3001\u5374\u3063\u3066\u4e0d\u4fe1\u611f\u3092\u52df\u3089\u305b\u308b\u3053\u3068\u306b\u306a\u308a\u304b\u306d\u307e\u305b\u3093\u3002<\/p>\n<p>AI \u304c\u6301\u3064\u80fd\u529b\u3068\u6d88\u8cbb\u8005\u304c\u62b1\u304f\u671f\u5f85\u3068\u306e\u9593\u306b\u3042\u308b\u3001\u77e5\u8b58\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u57cb\u3081\u308b\u305f\u3081\u306b\u3001\u4f01\u696d\u306f AI \u306e\u5229\u70b9\u3068\u9650\u754c\u306e\u4e21\u65b9\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u6d88\u8cbb\u8005\u3078\u306e\u5553\u8499\u65bd\u7b56\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002\u4f8b\u3048\u3070\u3001Web \u30b5\u30a4\u30c8\u3084\u30a2\u30d7\u30ea\u3067\u30ac\u30a4\u30c9\u3084 FAQ \u3092\u63d0\u4f9b\u3057\u3001AI \u304c\u30b5\u30fc\u30d3\u30b9\u5411\u4e0a\u306e\u305f\u3081\u306b\u3069\u306e\u3088\u3046\u306b\u5229\u7528\u3055\u308c\u3066\u3044\u308b\u304b\u3001\u54c1\u8cea\u3001\u7279\u306b<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/four-megatrends-that-could-threaten-your-contact-center-security\" target=\"_blank\" rel=\"noopener\">\u6d88\u8cbb\u8005\u306e\u30c7\u30fc\u30bf\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc<\/a>\u78ba\u4fdd\u306b\u3069\u306e\u3088\u3046\u306a\u5bfe\u7b56\u304c\u53d6\u3089\u308c\u3066\u3044\u308b\u304b\u3092\u8aac\u660e\u3059\u308b\u3053\u3068\u306a\u3069\u3067\u3059\u3002<\/p>\n<p>\u3053\u306e\u3088\u3046\u306a\u5553\u8499\u65bd\u7b56\u306f\u3001\u5e73\u5747\u7684\u306a\u6d88\u8cbb\u8005\u3092\u5bfe\u8c61\u306b AI \u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u5206\u304b\u308a\u3084\u3059\u304f\u8aac\u660e\u3057\u3001\u6280\u8853\u306e\u5f79\u5272\u3068\u30e1\u30ea\u30c3\u30c8\u3092\u660e\u78ba\u306b\u3059\u308b\u305f\u3081\u306e\u3082\u306e\u3067\u3059\u3002\u6d88\u8cbb\u8005\u3078\u306e\u5553\u8499\u306f\u3001\u5168\u4f53\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3060\u3051\u3067\u306a\u304f\u3001\u4e0d\u5b89\u306e\u8efd\u6e1b\u306b\u3082\u3064\u306a\u304c\u308b\u305f\u3081\u3001\u9867\u5ba2\u304b\u3089\u306e\u8a31\u5bb9\u3068\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3082\u3061\u308d\u3093\u3001100% \u78ba\u5b9f\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u304c\u3001AI 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