{"id":557926,"date":"2025-04-08T21:41:23","date_gmt":"2025-04-09T04:41:23","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=557926"},"modified":"2025-04-08T21:41:23","modified_gmt":"2025-04-09T04:41:23","slug":"quality-intelligence-redefining-the-future-of-contact-center-quality-management","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/quality-intelligence-redefining-the-future-of-contact-center-quality-management","title":{"rendered":"\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u304c\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u54c1\u8cea\u3092\u7ba1\u7406\u3001\u5411\u4e0a\u3055\u305b\u308b"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u4eca\u65e5\u306e\u30c7\u30b8\u30bf\u30eb\u6642\u4ee3\u306b\u304a\u3044\u3066\u3001\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u6700\u524d\u7dda\u306b\u3042\u308a\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/company\/newsroom\/announcements\/genesys-introduces-ai-to-expand-automation-analytics-and-conversational-intelligence-across-the-genesys-cloud-platform\">\u4f1a\u8a71\u578b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9<\/a>\u3068 <a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/proactive-service-using-ai-to-anticipate-customer-needs\">AI \u30d9\u30fc\u30b9\u306e\u30c4\u30fc\u30eb<\/a>\u3092\u5229\u7528\u3057\u3066\u54c1\u8cea\u7ba1\u7406\u306e\u65b9\u6cd5\u3092\u5909\u9769\u3057\u3066\u3044\u307e\u3059\u3002<strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/quality-assurance-and-monitoring\">\u54c1\u8cea\u7ba1\u7406<\/a>\uff08Quality Management\uff09\u306e\u672a\u6765\u306f\u3001\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3078\u306e\u79fb\u884c\u306b\u304b\u304b\u3063\u3066\u3044\u307e\u3059<\/strong>\u3002\u305d\u308c\u304c\u5b9f\u73fe\u3059\u308c\u3070\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3084\u54c1\u8cea\u7ba1\u7406\u8005\u306f\u3001\u5b9f\u7528\u7684\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u3082\u3068\u306b\u3001<strong>\u696d\u52d9\u306e\u52b9\u7387\u6027\u3001\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b<\/strong>\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u3089\u306e\u9ad8\u5ea6\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u7d71\u5408\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001<strong>\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068<a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-a-virtual-agent\">\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8<\/a>\u3092\u52b9\u679c\u7684\u306b\u7d44\u307f\u5408\u308f\u305b\u308b\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30fb\u30e2\u30c7\u30eb<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\">Virtual Agents: Breaking Free from the Limits of Traditional Chatbots<\/a>\u300d\uff09\u306b\u9069\u5fdc\u3057\u3001\u307e\u3059\u307e\u3059\u8907\u96d1\u5316\u3059\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u7ba1\u7406\u3057\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u76ee\u6b21<\/p>\n<ul>\n<li><a href=\"#role-analysis\">\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306b\u304a\u3051\u308b\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u306e\u5f79\u5272<\/a><\/li>\n<li><a href=\"#cx-transformation\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u9769\u3055\u305b\u308b\u3001\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9<\/a><\/li>\n<li><a href=\"#future-practices\">\u3053\u308c\u304b\u3089\u306e\u696d\u52d9\u624b\u6cd5\u306b\u5bfe\u5fdc\u3059\u308b<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"role-analysis\">\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306b\u304a\u3051\u308b\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u306e\u5f79\u5272<\/h2>\n<p>&nbsp;<\/p>\n<h3>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u54c1\u8cea\u7ba1\u7406\u306e\u6839\u5e79<\/h3>\n<p>\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u306f\u3001\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3092\u5b9f\u73fe\u3059\u308b\u3046\u3048\u3067\u6975\u3081\u3066\u91cd\u8981\u306a\u5f79\u5272\u3092\u679c\u305f\u3057\u307e\u3059\u3002\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/speech-and-text-analytics\"><strong>\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790<\/strong><\/a>\u3067\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u306b\u304a\u3051\u308b\u81a8\u5927\u306a\u91cf\u306e\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001<strong>\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3068\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u7dcf\u5408\u7684\u304b\u3064\u5305\u62ec\u7684\u306b\u628a\u63e1\u3059\u308b<\/strong>\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u306e\u771f\u306e\u529b\u306f\u3001\u5b9f\u7528\u7684\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u660e\u3089\u304b\u306b\u3059\u308b\u80fd\u529b\u306b\u3042\u308a\u307e\u3059\u3002\u30d1\u30bf\u30fc\u30f3\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u306e\u65b0\u305f\u306a\u61f8\u5ff5\u3092\u660e\u3089\u304b\u306b\u3057\u3001\u611f\u60c5\u306e\u50be\u5411\u3092\u8ffd\u8de1\u3059\u308b\u3053\u3068\u3067\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3084\u54c1\u8cea\u7ba1\u7406\u8005\u306f\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306b\u5bfe\u7b56\u3092\u8b1b\u3058\u3089\u308c\u307e\u3059\u3002\u7e70\u308a\u8fd4\u3057\u767a\u751f\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u306e\u8ab2\u984c\u306b\u5bfe\u51e6\u3059\u308b\u5834\u5408\u3067\u3082\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u6226\u7565\u3092\u898b\u76f4\u3059\u5834\u5408\u3067\u3082\u3001\u4f01\u696d\u304c\u81ea\u793e\u306e\u4e8b\u696d\u3092\u9867\u5ba2\u306e\u671f\u5f85\u306b\u5408\u81f4\u3055\u305b\u3001\u6700\u7d42\u7684\u306b\u6e80\u8db3\u5ea6\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u30fc\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p><strong>\u97f3\u58f0\u5206\u6790\u3068\u30c6\u30ad\u30b9\u30c8\u5206\u6790\u306f\u5358\u306a\u308b\u30c4\u30fc\u30eb\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30c7\u30fc\u30bf\u3068\u884c\u52d5\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u57cb\u3081\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3068\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u6587\u5316\u3092\u80b2\u3080\u3001\u6226\u7565\u5b9f\u73fe\u624b\u6bb5\u306a\u306e\u3067\u3059\u3002<\/strong><\/p>\n<p>&nbsp;<\/p>\n<h3>\u54c1\u8cea\u7ba1\u7406\u306b\u304a\u3051\u308b\u4eba\u9593\u3068 AI \u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3<\/h3>\n<p><img decoding=\"async\" class=\" wp-image-388066 alignleft\" src=\"https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-300x168.jpg\" alt=\"\" width=\"361\" height=\"202\" srcset=\"https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-300x168.jpg 300w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-257x144.jpg 257w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-566x318.jpg 566w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-374x210.jpg 374w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-293x165.jpg 293w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita-580x326.jpg 580w, https:\/\/www.genesys.com\/media\/Intelige\u0302ncia-artificial-no-call-center-em-busca-da-harmonia-perfeita.jpg 820w\" sizes=\"(max-width: 361px) 100vw, 361px\" \/>\u4eba\u5de5\u77e5\u80fd\u3092\u54c1\u8cea\u7ba1\u7406\u30d7\u30ed\u30bb\u30b9\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u306b\u3088\u308a\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3084\u54c1\u8cea\u7ba1\u7406\u8005\u306e\u53d6\u308a\u7d44\u307f\u65b9\u3082\u5927\u304d\u304f\u9032\u5316\u3057\u307e\u3059\u3002<strong>AI \u306f\u4eba\u9593\u306e\u5c02\u9580\u77e5\u8b58\u306b\u7f6e\u304d\u63db\u308f\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u305d\u308c\u3092\u5897\u5f37\u3057\u3066\u3001\u7e70\u308a\u8fd4\u3057\u767a\u751f\u3059\u308b\u30bf\u30b9\u30af\u3092\u81ea\u52d5\u5316\u3057\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3057\u3066\u9069\u5207\u306a\u610f\u601d\u6c7a\u5b9a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059<\/strong>\u3002\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/using-real-time-analytics-to-create-fluent-customer-interactions\">The Key Role of Real-Time Contact Center Analytics Software\u300d<\/a>\uff09<\/p>\n<p>AI \u306f\u8a55\u4fa1\u306e\u4e00\u8cab\u6027\u3092\u78ba\u4fdd\u3057\u3001\u6b63\u78ba\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u30b3\u30fc\u30c1\u30f3\u30b0\u3068\u6226\u7565\u7684\u8a08\u753b\u306e\u7b56\u5b9a\u306b\u5c02\u5ff5\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u6b21\u306e\u3053\u3068\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u95a2\u4e0e\u3092\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3057\u3001\u30b5\u30fc\u30d3\u30b9\u30ae\u30e3\u30c3\u30d7\u306b\u5bfe\u51e6\u3057\u306a\u304c\u3089\u3001\u7d99\u7d9a\u7684\u306a\u6539\u5584\u3092\u63a8\u9032\u3059\u308b\u3002<\/strong><\/li>\n<li><strong>\u4eba\u9593\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3068\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u9593\u3067\u8a55\u4fa1\u306e\u4e00\u8cab\u6027\u3092\u78ba\u4fdd\u3059\u308b\u3002<\/strong><\/li>\n<li><strong>\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u91cf\u304c\u5897\u52a0\u3057\u3066\u3082\u3001\u696d\u52d9\u3092\u52b9\u7387\u7684\u306b\u62e1\u5f35\u3059\u308b\u3002<\/strong><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h3>AI \u6642\u4ee3\u306b\u5411\u3051\u305f\u30ea\u30b9\u30ad\u30ea\u30f3\u30b0\uff1a\u5f93\u696d\u54e1\u306e\u30b9\u30ad\u30eb\u5411\u4e0a\u3092\u652f\u63f4<\/h3>\n<p><strong><img decoding=\"async\" class=\"alignleft wp-image-562179\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_166966052340_226-300x199.jpg\" alt=\"\" width=\"361\" height=\"240\" srcset=\"https:\/\/www.genesys.com\/media\/AdobeStock_166966052340_226-300x199.jpg 300w, https:\/\/www.genesys.com\/media\/AdobeStock_166966052340_226-217x144.jpg 217w, https:\/\/www.genesys.com\/media\/AdobeStock_166966052340_226.jpg 340w\" sizes=\"(max-width: 361px) 100vw, 361px\" \/>AI \u304c\u7d99\u7d9a\u7684\u306b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u72b6\u6cc1\u3092\u5909\u5316\u3055\u305b\u3066\u3044\u308b\u73fe\u5728<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/the-future-of-cx-how-ai-will-redefine-customer-experiences-in-2025\">The Future of CX: How AI Will Redefine Customer Experiences in 2025<\/a>\u300d\uff09<strong>\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u3084\u54c1\u8cea\u7ba1\u7406\u8005\u306e\u5f79\u5272\u3082\u9032\u5316<\/strong>\u3057\u3066\u3044\u307e\u3059\u3002\u672a\u6765\u306e\u4ed5\u4e8b\u3067\u6c42\u3081\u3089\u308c\u308b\u306e\u306f\u3001\u6280\u8853\u7684\u306a\u80fd\u529b\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u6226\u7565\u7684\u306a\u8003\u3048\u65b9\u3084\u3001AI \u306b\u3088\u3063\u3066\u751f\u6210\u3055\u308c\u305f<strong>\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6b63\u3057\u304f\u89e3\u91c8\u3059\u308b\u80fd\u529b\u304c\u5fc5\u8981<\/strong>\u3067\u3059\u3002<\/p>\n<p>\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3001\u8907\u96d1\u306a\u30c7\u30fc\u30bf\u3092\u64cd\u308a\u3001\u30d1\u30bf\u30fc\u30f3\u3092\u8b58\u5225\u3057\u3001\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5b9f\u7528\u7684\u306a\u6226\u7565\u306b\u5909\u63db\u3059\u308b\u65b9\u6cd5\u3092\u5b66\u3070\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u54c1\u8cea\u7ba1\u7406\u8005\u306f\u3001\u5206\u6790\u3092\u6d3b\u7528\u3057\u3066\u6709\u610f\u7fa9\u306a\u54c1\u8cea\u6539\u5584\u3092\u63a8\u9032\u3059\u308b\u30b9\u30ad\u30eb\u3092\u8eab\u306b\u4ed8\u3051\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u5909\u5316\u306f\u3001\u7d99\u7d9a\u7684\u306a\u5b66\u7fd2\u3068\u30b9\u30ad\u30eb\u958b\u767a\u306e\u91cd\u8981\u6027\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u30c1\u30fc\u30e0\u304c\u78ba\u5b9f\u306b AI \u30c4\u30fc\u30eb\u3068\u9023\u643a\u3067\u304d\u308b\u3088\u3046\u306b\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0\u3092\u6574\u5099\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u30ea\u30b9\u30ad\u30ea\u30f3\u30b0\u3092\u884c\u3063\u305f\u5f93\u696d\u54e1\u306f\u3001\u72b6\u6cc1\u306e\u5909\u5316\u306b\u9069\u5fdc\u3067\u304d\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u6210\u529f\u3092\u53ce\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u4f01\u696d\u3092<strong>\u9577\u671f\u7684\u306a\u6210\u529f\u306b\u5411\u304b\u308f\u305b\u308b\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3068\u9069\u5fdc\u6027\u306e\u6587\u5316\u3092\u80b2\u3080\u3053\u3068\u304c\u3067\u304d\u308b<\/strong>\u306e\u3067\u3059\u3002<\/p>\n<h2 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class=\"alignleft wp-image-534764\" src=\"https:\/\/www.genesys.com\/media\/AdobeStock_509345401-300x200.jpeg\" alt=\"AI, contact center agents, AI copilots\" width=\"361\" height=\"241\" \/>\u4eba\u9593\u306b\u3088\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u3064\u3044\u3066\u306f<\/strong>\u3001\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306f\u3001<strong>\u8907\u96d1\u3067\u7e4a\u7d30\u306a\u611f\u60c5\u7684\u914d\u616e\u3092\u5fc5\u8981\u3068\u3059\u308b\u4f1a\u8a71\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u96c6\u4e2d\u3067\u304d\u308b\u3088\u3046\u306b<\/strong>\u3057\u307e\u3059\u3002\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u306b\u95a2\u3059\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6d3b\u7528\u3057\u3066\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u3088\u308a\u89aa\u8eab\u3067\u6709\u610f\u7fa9\u306b\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u3088\u3046\u5c0e\u304f\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u4e8c\u6bb5\u30a2\u30d7\u30ed\u30fc\u30c1\u306b\u3088\u308a\u3001\u500b\u3005\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u54c1\u8cea\u3060\u3051\u3067\u306a\u304f\u3001<strong>\u5168\u4f53\u7684\u306a\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b<\/strong>\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u54c1\u8cea\u7ba1\u7406\u306e\u9032\u5316\u306b\u4f34\u3044\u3001AI 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AI \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\uff09\u304c\u6a19\u6e96\u306b\u306a\u308a\u3064\u3064\u3042\u308b\u4eca\u3001<strong>\u3042\u3089\u3086\u308b\u30bf\u30a4\u30d7\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u54c1\u8cea\u3092\u7dcf\u5408\u7684\u306b\u7ba1\u7406\u3067\u304d\u308b\u304b\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u6210\u5426\u3092\u6c7a\u3081\u307e\u3059<\/strong>\u3002<\/p>\n<h2 id=\"future-practices\">\u3053\u308c\u304b\u3089\u306e\u696d\u52d9\u624b\u6cd5\u306b\u5bfe\u5fdc\u3059\u308b<\/h2>\n<p>\u3053\u308c\u304b\u3089\u306e\u696d\u52d9\u624b\u6cd5\u306b\u6c42\u3081\u3089\u308c\u308b\u306e\u306f\u3001<strong>\u4fca\u654f\u6027\u3001\u9069\u5fdc\u6027\u3001\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3078\u306e\u5c3d\u529b<\/strong>\u3067\u3059\u3002\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u304c\u3082\u305f\u3089\u3059\u30c4\u30fc\u30eb\u3068\u30a4\u30f3\u30b5\u30a4\u30c8\u306f\u3001\u3053\u306e\u65b0\u305f\u306a\u72b6\u6cc1\u3078\u306e\u5bfe\u5fdc\u306b\u6b20\u304b\u305b\u307e\u305b\u3093\u3002<\/p>\n<p>AI \u30d9\u30fc\u30b9\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306f\u3001\u4eba\u3068 AI 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\u3092\u6d3b\u7528\u3057\u305f\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001\u696d\u754c\u30c8\u30ec\u30f3\u30c9\u306e\u4e00\u6b69\u5148\u3092\u884c\u304f\u3002<\/strong><\/li>\n<\/ul>\n<p><strong><em>\u00a0<\/em><\/strong><br \/>\n<strong><span style=\"text-decoration: underline;\"><em>\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306f\u5358\u306a\u308b\u30c4\u30fc\u30eb\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u904b\u55b6\u306b\u304a\u3051\u308b\u30d1\u30e9\u30c0\u30a4\u30e0\u30b7\u30d5\u30c8\u3067\u3059\u3002<\/em><\/span><\/strong><\/p>\n<p>AI \u30d9\u30fc\u30b9\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5229\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u5f93\u696d\u54e1\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u6700\u9069\u5316\u3057\u3001\u3053\u308c\u304b\u3089\u306e\u696d\u52d9\u624b\u6cd5\u306b\u5099\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u54c1\u8cea\u7ba1\u7406\u8005\u3068\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306b\u3068\u3063\u3066\u3001<strong>\u54c1\u8cea\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3078\u306e\u79fb\u884c\u306f\u696d\u52d9\u306e\u52b9\u7387\u5316\u3068\u5909\u9769\u306e 1 \u3064<\/strong>\u3067\u3059\u3002AI \u6642\u4ee3\u306b\u304a\u3044\u3066\u3001\u6226\u7565\u7684\u3067\u52b9\u679c\u7684\u306a\u30de\u30fc\u30b1\u30c3\u30c8\u30ea\u30fc\u30c0\u30fc\u3078\u306e\u9053\u304c\u5207\u308a\u958b\u304b\u308c\u308b\u306e\u3067\u3059\u3002<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\"><img decoding=\"async\" class=\" wp-image-565648 alignleft\" src=\"https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail-300x170.jpg\" alt=\"\" width=\"415\" height=\"235\" srcset=\"https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail-300x170.jpg 300w, https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail-254x144.jpg 254w, https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail-293x165.jpg 293w, https:\/\/www.genesys.com\/media\/A-practical-guide-to-modern-workforce-engagement-threads-thumbnail.jpg 820w\" sizes=\"(max-width: 415px) 100vw, 415px\" \/>Genesys Cloud\u2122 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3082\u6539\u5584\u3057\u307e\u3059\u3002\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3092\u78ba\u4fdd\u3057\u306a\u304c\u3089\u3001\u72b6\u6cc1\u306b\u5fdc\u3058\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3067\u304d\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u3068\u7ba1\u7406\u3082\u7c21\u7565\u5316\u3057\u307e\u3059\u3002\u300c<strong>AI \u306e\u5c0e\u5165\u3068\u81ea\u52d5\u5316\u306e\u305f\u3081\u306b\u4f01\u696d\u304c Genesys \u3092\u9078\u629e\u3059\u308b\u7406\u7531<\/strong>\u300d\u3092\u305c\u3072\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<\/p>\n<p><button style=\"background-color: #ff451a; color: white; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/why-companies-choose-genesys-cloud\">\u4eca\u3059\u3050ebook DL<\/a><br \/>\n<\/button><\/p>\n<p>AI \u30d9\u30fc\u30b9\u306e\u30c4\u30fc\u30eb\u304c\u3001\u696d\u52d9\u52b9\u7387\u306e\u6539\u5584\u3001\u6295\u8cc7\u5bfe\u52b9\u679c\uff08ROI\uff09\u306e\u8fc5\u901f\u306a\u9054\u6210\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u4f53\u9a13\u5411\u4e0a\u306b\u3069\u306e\u3088\u3046\u306b\u8ca2\u732e\u3059\u308b\u304b\u3092\u89e3\u8aac\u3057\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<strong>AI \u95a2\u9023\u8a18\u4e8b\uff1a<br \/>\n<\/strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/understanding-and-managing-ai-costs\">\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306eAI\u5c0e\u5165\u3000\u30b3\u30b9\u30c8\u306e\u8003\u3048\u65b9\u3068\u6700\u9069\u89e3<\/a><strong><br \/>\n<\/strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/proactive-service-using-ai-to-anticipate-customer-needs\">AI \u3092\u6d3b\u7528\uff01\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u6c72\u307f\u53d6\u3063\u3066\u5fdc\u3048\u308b\u3001\u3000\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30b5\u30fc\u30d3\u30b9\u3078<\/a><br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/virtual-call-centers-real-connections-in-an-ai-driven-world\">\u30d0\u30fc\u30c1\u30e3\u30eb\u30fb\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u3068AI\u6d3b\u7528\u306b\u3088\u308b\u30d3\u30b8\u30cd\u30b9\u5275\u51fa\uff01<\/a><br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unlocking-roi-how-conversational-ai-transforms-contact-centers\">ROI\u306e\u5411\u4e0a\uff1a\u5bfe\u8a71\u578b AI \u306b\u3088\u308b\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u5909\u9769<\/a><br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/using-ai-in-customer-service-to-cultivate-trust-not-fear\"><span data-sheets-root=\"1\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306bAI\u3092\u6d3b\u7528\u3001\u4e0d\u5b89\u3092\u4fe1\u983c\u306b\u5909\u3048\u308b<\/span><\/a><br \/>\n<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/utilize-ai-for-future-cx\"><span data-sheets-root=\"1\">CX \u306e\u672a\u6765\u306b\u6d3b\u7528\u3059\u3079\u304d\u3001\u3053\u308c\u304b\u3089\u306e AI<\/span><\/a>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text 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