{"id":621618,"date":"2026-02-10T05:30:05","date_gmt":"2026-02-10T13:30:05","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent"},"modified":"2026-04-07T15:17:22","modified_gmt":"2026-04-07T22:17:22","slug":"from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","title":{"rendered":"\u4f1a\u8a71\u3092\u89e3\u6c7a\u3078\u7d50\u3073\u3064\u3051\u308b\uff1aGenesys Cloud Agentic Virtual Agent"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u306e\u81ea\u52d5\u5316\u306b\u3001\u65b0\u305f\u306a\u6bb5\u968e\u304c\u8a2a\u308c\u307e\u3057\u305f\u3002\u3053\u306e\u6bb5\u968e\u306b\u304a\u3044\u3066\u306f\u3001AI \u306f\u5358\u306b\u4f1a\u8a71\u3092\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u5b9f\u969b\u306b\u696d\u52d9\u3092\u9042\u884c\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n

\u4f55\u5e74\u3082\u306e\u9593\u3001\u4f01\u696d\u306f\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u591a\u984d\u306e\u6295\u8cc7\u3092\u3057\u3066\u304d\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u3001\u4f1a\u8a71\u306e\u8cea\u306b\u304a\u3044\u3066\u306f\u78ba\u304b\u306a\u9032\u6b69\u304c\u3042\u3063\u305f\u3082\u306e\u306e\u3001\u305d\u308c\u304c\u751f\u307f\u51fa\u3059\u6210\u679c\u306b\u3064\u3044\u3066\u306f\u3001\u671b\u3080\u76ee\u6a19\u306b\u8ffd\u3044\u3064\u3044\u3066\u3044\u307e\u305b\u3093\u3002Gartner \u306b\u3088\u308b\u3068\u3001<\/sup>CX \u30ea\u30fc\u30c0\u30fc\u306e\u7d04\u534a\u6570\u304c 2026 \u5e74\u306e\u512a\u5148\u4e8b\u9805\u306e\u30c8\u30c3\u30d7 3 \u306b\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u6539\u5584\u3092\u6319\u3052\u3066\u3044\u308b\u306b\u3082\u304b\u304b\u308f\u3089\u305a\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u5e73\u5747\u6210\u529f\u7387\u306f\u308f\u305a\u304b 22% \u306b\u3068\u3069\u307e\u3063\u3066\u3044\u307e\u3059\u00b9\u3002<\/sup><\/span><\/p>\n

\u3053\u306e\u30ae\u30e3\u30c3\u30d7\u306f\u3001\u52aa\u529b\u306e\u554f\u984c\u3067\u306f\u306a\u304f\u3001\u80fd\u529b\u306e\u9650\u754c\u304b\u3089\u3082\u305f\u3089\u3055\u308c\u308b\u3082\u306e\u3067\u3059\u3002<\/span><\/p>\n

\u73fe\u5728\u306e\u307b\u3068\u3093\u3069\u306e AI \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u305d\u308c\u304c\u3082\u305f\u3089\u3059\u6210\u679c\u306b\u3067\u306f\u306a\u304f\u3001\u3044\u304b\u306b\u3046\u307e\u304f\u4f1a\u8a71\u3092\u884c\u3046\u304b\u306b\u3064\u3044\u3066\u6700\u9069\u5316\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u3089\u306f\u9867\u5ba2\u304b\u3089\u306e\u8cea\u554f\u306b\u306f\u3046\u307e\u304f\u7b54\u3048\u3089\u308c\u307e\u3059\u304c\u3001\u591a\u304f\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u5fc5\u8981\u3068\u3059\u308b\u30a2\u30af\u30b7\u30e7\u30f3\u3084\u30b7\u30b9\u30c6\u30e0\u9593\u306e\u8abf\u6574\u3001\u72b6\u6cc1\u5909\u5316\u3078\u306e\u9069\u5fdc\u304c\u8981\u6c42\u3055\u308c\u308b\u5834\u5408\u306b\u306f\u5f79\u306b\u7acb\u3061\u307e\u305b\u3093\u3002\u8907\u96d1\u3055\u304c\u5897\u3059\u306b\u3064\u308c\u3066\u7d4c\u9a13\u5247\u306f\u901a\u7528\u3057\u306a\u304f\u306a\u308a\u3001\u884c\u304d\u8a70\u307e\u308a\u3084\u540c\u3058\u8aac\u660e\u306e\u7e70\u308a\u8fd4\u3057\u3001\u4e0d\u5fc5\u8981\u306a\u5f15\u304d\u7d99\u304e\u304c\u767a\u751f\u3059\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n

\u672c\u65e5\u3001\u30b8\u30a7\u30cd\u30b7\u30b9\u306f\u696d\u754c\u521d\u306e\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba CX \u5411\u3051 Agentic Virtual Agent\uff08AVA\uff09\u3092\u767a\u8868\u3057\u3001\u3053\u306e\u30ae\u30e3\u30c3\u30d7\u3092\u57cb\u3081\u308b\u305f\u3081\u306e\u6c7a\u5b9a\u7684\u306a\u4e00\u6b69\u3092\u8e0f\u307f\u51fa\u3057\u307e\u3057\u305f\u3002<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306e\u65b0\u3057\u3044\u65b9\u6cd5<\/span><\/h2>\n

Genesys Cloud\u2122 Agentic Virtual Agent<\/a> \u306f LAM \uff08 Large Action Model \uff09\u3092\u642d\u8f09\u3057\u3001\u304a\u5ba2\u69d8\u306e\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u3067\u89e3\u6c7a\u3059\u308b\u3088\u3046\u306b\u69cb\u7bc9\u3055\u308c\u305f\u3001\u696d\u754c\u521d\u306e\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba CX \u5411\u3051\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3067\u3059\u3002<\/span><\/p>\n

AVA \u306f\u304a\u5ba2\u69d8\u306e\u76ee\u6a19\u3092\u7406\u89e3\u3057\u3001\u6700\u9069\u306a\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u6c7a\u5b9a\u3057\u3001\u30d5\u30ed\u30f3\u30c8\u30aa\u30d5\u30a3\u30b9\u3068\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u306e\u9593\u3067\u5b89\u5168\u306b\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30ea\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u304b\u3089\u3001\u81ea\u5f8b\u7684\u3067\u6210\u679c\u4e3b\u5c0e\u578b\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3078\u306e\u79fb\u884c\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u307e\u305f AVA \u306f\u3001\u304a\u5ba2\u69d8\u306e\u8ca0\u8377\u3092\u8efd\u6e1b\u3057\u3001\u696d\u52d9\u52b9\u7387\u3092\u5411\u4e0a\u3055\u305b\u3001\u4f01\u696d\u5168\u4f53\u306b\u5b89\u5b9a\u3057\u3066\u62e1\u5f35\u3067\u304d\u308b\u3088\u3046\u306b\u8a2d\u8a08\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

\u3053\u308c\u306f\u3001\u5358\u306b\u8ce2\u304f\u306a\u3063\u305f\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u304a\u5ba2\u69d8\u306e\u696d\u52d9\u3092\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b\u305f\u3081\u306e\u3001\u65b0\u3057\u3044\u65b9\u6cd5\u306a\u306e\u3067\u3059\u3002<\/span><\/p>\n

\u5b9f\u52d9\u4e0a\u306f\u3001\u8a13\u7df4\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u8005\u304c\u5bfe\u5fdc\u3059\u308b\u306e\u3068\u540c\u69d8\u306e\u8907\u6570\u30b9\u30c6\u30c3\u30d7\u306e\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u3001\u5f15\u304d\u7d99\u304e\u306a\u3069\u306a\u3057\u306b\u3001\u307e\u305f\u56de\u7b54\u3060\u3051\u3067\u6b62\u307e\u308b\u3053\u3068\u306a\u304f\u5b8c\u4e86\u3067\u304d\u308b\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_video link=”https:\/\/youtu.be\/OHVXDDGTz2M?si=XU9mrDlwFgRdUwK1″ css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u306a\u305c\u3001\u4f1a\u8a71\u3060\u3051\u3067\u306f\u4e0d\u5341\u5206\u306a\u306e\u304b<\/span><\/h2>\n

LLM<\/a> \u306f\u3001\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u65b9\u6cd5\u3092\u5287\u7684\u306b\u6539\u5584\u3057\u307e\u3057\u305f\u3002\u3053\u308c\u3089\u306f\u904e\u53bb\u306e\u30b9\u30af\u30ea\u30d7\u30c8\u578b\u306e\u30dc\u30c3\u30c8\u306b\u6bd4\u3079\u3066\u3001\u3088\u308a\u81ea\u7136\u3067\u3001\u3088\u308a\u67d4\u8edf\u3067\u3001\u3088\u308a\u9b45\u529b\u7684\u3067\u3059\u3002<\/span><\/p>\n

\u305d\u306e\u4e00\u65b9\u3067\u3001LLM \u306f\u4f01\u696d\u306e\u7ba1\u7406\u4e0b\u306b\u304a\u3044\u3066\u4e88\u6e2c\u53ef\u80fd\u304b\u3064\u4e00\u8cab\u3057\u305f\u884c\u52d5\u3092\u5b9f\u884c\u3059\u308b\u3088\u3046\u306b\u306f\u8a2d\u8a08\u3055\u308c\u3066\u3044\u307e\u305b\u3093\u3002<\/span><\/p>\n

LLM \u306f\u3001\u6c7a\u5b9a\u8ad6\u7684\u306a\u5b9f\u884c\u3001\u9577\u671f\u306b\u308f\u305f\u308b\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3001\u30d3\u30b8\u30cd\u30b9\u30eb\u30fc\u30eb\u3084\u30dd\u30ea\u30b7\u30fc\u3001\u305d\u3057\u3066\u8a00\u8a9e\u3068\u540c\u3058\u304f\u3089\u3044\u30d3\u30b8\u30cd\u30b9\u30eb\u30fc\u30eb\u3084\u30dd\u30ea\u30b7\u30fc\u3001\u30b7\u30b9\u30c6\u30e0\u306e\u72b6\u614b\u304c\u91cd\u8981\u3068\u306a\u308b\u72b6\u6cc1\u306b\u304a\u3044\u3066\u306f\u3001\u5bfe\u5fdc\u306b\u8ab2\u984c\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3001\u591a\u304f\u306e LLM \u30d9\u30fc\u30b9\u306e\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u8868\u9762\u7684\u306b\u306f\u3046\u307e\u304f\u6a5f\u80fd\u3057\u3066\u3044\u308b\u3082\u306e\u306e\u3001\u5b9f\u969b\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u5fc5\u8981\u306b\u306a\u308b\u3068\u6a5f\u80fd\u3057\u306a\u304f\u306a\u308b\u50be\u5411\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n

\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba CX \u306b\u5fc5\u8981\u306a\u306e\u306f\u3001\u9ad8\u5ea6\u306a\u5fdc\u7b54\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u305d\u308c\u306b\u306f\u3001\u4e88\u6e2c\u53ef\u80fd\u306a\u5b9f\u884c\u3001\u30ac\u30d0\u30ca\u30f3\u30b9\u3001\u5236\u5fa1<\/a>\u304c\u5fc5\u8981\u306a\u306e\u3067\u3059\u3002<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_single_image image=”613914″ onclick=”link_image” css=””][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

LAM \u306b\u3088\u308a\u3001\u8a00\u8a9e\u304b\u3089\u30a2\u30af\u30b7\u30e7\u30f3\u3078\u3068\u79fb\u884c<\/span><\/h2>\n

AVA \u306f\u3001LAM \u3068\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30b0\u30ec\u30fc\u30c9\u306e\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3001\u304a\u3088\u3073\u30ac\u30d0\u30ca\u30f3\u30b9\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u5927\u898f\u6a21\u74b0\u5883\u306b\u304a\u3051\u308b\u5b89\u5168\u304b\u3064\u81ea\u5f8b\u7684\u306a\u89e3\u6c7a\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/span><\/p>\n

AVA \u306f\u304a\u5ba2\u69d8\u306e\u696d\u52d9\u306e\u4e2d\u5fc3\u7684\u306a\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30ec\u30a4\u30e4\u30fc\u3068\u3057\u3066\u6a5f\u80fd\u3057\u3001CRM\u3084\u8acb\u6c42\u51e6\u7406\u3001\u30b5\u30fc\u30d3\u30b9\u904b\u7528\u3001\u304a\u3088\u3073\u305d\u306e\u4ed6\u306e\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30b7\u30b9\u30c6\u30e0\u306b\u307e\u305f\u304c\u308b\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u63a8\u9032\u3059\u308b\u3068\u540c\u6642\u306b\u3001\u72b6\u6cc1\u306e\u5909\u5316\u306b\u5fdc\u3058\u3066\u52d5\u7684\u306b\u9069\u5fdc\u3057\u307e\u3059\u3002\u7d44\u307f\u8fbc\u307e\u308c\u305f\u30ac\u30fc\u30c9\u30ec\u30fc\u30eb\u304a\u3088\u3073\u7d71\u4e00\u3055\u308c\u305f\u30c7\u30fc\u30bf\u3001\u305d\u3057\u3066\u900f\u660e\u306a\u610f\u601d\u6c7a\u5b9a\u7d4c\u8def\u306b\u3088\u308a\u3001\u3059\u3079\u3066\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u304c\u8aac\u660e\u53ef\u80fd\u3067\u3042\u308a\u3001\u304b\u3064\u30dd\u30ea\u30b7\u30fc\u306b\u6cbf\u3063\u305f\u4e88\u6e2c\u53ef\u80fd\u306a\u3082\u306e\u3067\u3042\u308b\u3053\u3068\u3092\u4fdd\u8a3c\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n

\u3053\u308c\u3089\u306e\u6a5f\u80fd\u306f Genesys \u3068 Scaled Cognition <\/a>\u306e\u63d0\u643a\u306b\u3088\u3063\u3066\u3055\u3089\u306b\u5f37\u5316\u3055\u308c\u307e\u3057\u305f\u3002Genesys Cloud \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068 Scaled Cognition APT-1 LAM \u306e\u7d71\u5408\u3067\u3059\u3002\u3053\u306e LAM \u306f\u3001\u6c7a\u5b9a\u8ad6\u7684\u3067\u30a2\u30af\u30b7\u30e7\u30f3\u306b\u57fa\u3065\u3044\u305f\u5b9f\u884c\u306b\u7279\u5316\u3057\u3066\u69cb\u7bc9\u3055\u308c\u3066\u304a\u308a\u3001\u4f01\u696d\u904b\u55b6\u5168\u4f53\u306b\u308f\u305f\u3063\u3066\u8cac\u4efb\u3042\u308b\u884c\u52d5\u3092\u53ef\u80fd\u3068\u3059\u308b\u81ea\u5f8b\u578b AI \u3092\u5b9f\u73fe\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u30cf\u30eb\u30b7\u30cd\u30fc\u30b7\u30e7\u30f3\u3092\u4f4e\u6e1b\u3059\u308b\u3068\u5171\u306b\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3078\u306e\u4fe1\u983c\u3092\u56de\u5fa9\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n

\u300cLAM \u306f\u81ea\u5f8b\u7684\u306a\u5b9f\u884c\u3092\u53ef\u80fd\u306b\u3059\u308b\u305f\u3081\u306b\u69cb\u7bc9\u3055\u308c\u3066\u3044\u307e\u3059\u304c\u3001\u4f01\u696d\u5411\u3051\u306b\u5b89\u5168\u306b\u62e1\u5f35\u3067\u304d\u308b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u305d\u306e\u4fa1\u5024\u306f\u6700\u5927\u5316\u3055\u308c\u307e\u3059\u3002\u300d\u3068\u3001Scaled Cognition \u306e\u5275\u696d\u8005\u517c CEO \u3067\u3042\u308b Dan Roth \u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u5f53\u793e\u306e LAM \u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u3001Genesys Cloud \u306e\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3084\u30ac\u30d0\u30ca\u30f3\u30b9\u3001\u305d\u3057\u3066\u6210\u719f\u3057\u305f\u904b\u7528\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001\u8907\u96d1\u3067\u30b0\u30ed\u30fc\u30d0\u30eb\u306a\u9867\u5ba2\u74b0\u5883\u306b\u304a\u3051\u308b\u672c\u756a\u7a3c\u52d5\u306e\u6bb5\u968e\u3078\u3068\u3001\u81ea\u52d5\u5316\u3092\u9032\u5316\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u3067\u3057\u3087\u3046\u3002\u300d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u7b54\u3048\u3092\u898b\u3064\u3051\u308b\u3053\u3068\u304b\u3089\u3001\u4ed5\u4e8b\u3092\u6210\u3057\u9042\u3052\u308b\u3053\u3068\u3078<\/span><\/h2>\n

\u304a\u5ba2\u69d8\u306b\u3068\u3063\u3066\u3001\u3053\u308c\u306f\u6839\u672c\u7684\u306b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5909\u3048\u308b\u3082\u306e\u3067\u3059\u3002<\/span><\/p>\n

\u56fa\u5b9a\u3057\u305f\u30e1\u30cb\u30e5\u30fc\u306b\u6cbf\u3063\u3066\u30ca\u30d3\u30b2\u30fc\u30c8\u3057\u305f\u308a\u3001\u554f\u984c\u304c\u8907\u96d1\u5316\u3059\u308b\u305f\u3073\u306b\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u3057\u76f4\u3057\u305f\u308a\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u300c\u6b63\u3057\u3044\u7b54\u3048\u3092\u898b\u3064\u3051\u308b\u3053\u3068\u300d\u304b\u3089\u300c\u4ed5\u4e8b\u3092\u6210\u3057\u9042\u3052\u308b\u3053\u3068\u300d\u3078\u3068\u5909\u5316\u3059\u308b\u306e\u3067\u3059\u3002AVA \u306f\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3068\u610f\u56f3\u3092\u7406\u89e3\u3057\u3001\u89e3\u6c7a\u3059\u308b\u307e\u3067\u696d\u52d9\u3092\u9032\u3081\u3001\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u5fdc\u3058\u3066\u9069\u5fdc\u3057\u307e\u3059\u3002\u305d\u306e\u3059\u3079\u3066\u306f\u3001\u7d99\u7d9a\u6027\u3092\u640d\u306a\u3046\u3053\u3068\u306a\u304f\u884c\u308f\u308c\u307e\u3059\u3002<\/span><\/p>\n

\u4f01\u696d\u306f\u3053\u308c\u306b\u3088\u308a\u3001\u30b3\u30f3\u30c6\u30a4\u30f3\u30e1\u30f3\u30c8\u306e\u5411\u4e0a\u3001\u9867\u5ba2\u3084\u696d\u52d9\u306e\u8ca0\u62c5\u8efd\u6e1b\u3001\u305d\u3057\u3066\u5927\u898f\u6a21\u74b0\u5883\u3067\u306e\u4e00\u8cab\u3057\u305f\u6210\u679c\u306e\u5b9f\u73fe\u3092\u671f\u5f85\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n

\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u304a\u3051\u308b\u81ea\u5f8b\u6027\u306f\u3001\u4fe1\u983c\u3001\u900f\u660e\u6027\u3001\u5236\u5fa1\u306e\u4e0a\u306b\u6210\u308a\u7acb\u3063\u305f\u5834\u5408\u306b\u306e\u307f\u3001\u521d\u3081\u3066\u6a5f\u80fd\u3057\u307e\u3059\u3002LAM \u3092\u642d\u8f09\u3057\u305f AVA \u306b\u3088\u308a\u3001AI \u304c\u9ad8\u5ea6\u306a\u63a8\u8ad6\uff08\u30ea\u30fc\u30ba\u30cb\u30f3\u30b0\uff09\u3092\u884c\u3044\u3001\u8a08\u753b\u3092\u7acb\u3066\u3001\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3067\u5b89\u5168\u306b\u884c\u52d5\u3092\u8d77\u3053\u3059\u3053\u3068\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u300d\u3068\u3001Genesys \u306e\u6700\u9ad8\u88fd\u54c1\u8cac\u4efb\u8005\u3067\u3042\u308b Olivier Jouve \u306f\u8a9e\u3063\u3066\u3044\u307e\u3059\u3002\u300c\u3053\u308c\u306b\u3088\u308a\u3001\u4f01\u696d\u306f\u4f1a\u8a71\u3092\u8d85\u3048\u3066\u3001\u9867\u5ba2\u304c\u4fe1\u983c\u3067\u304d\u308b\u4e00\u8cab\u3057\u305f\u7d50\u679c\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u8cac\u4efb\u3042\u308b\u65b9\u6cd5\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u300d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u30ac\u30d0\u30ca\u30f3\u30b9\u30d5\u30a1\u30fc\u30b9\u30c8\uff1a\u81ea\u5f8b\u6027\u306b\u306f\u4fe1\u983c\u304c\u4e0d\u53ef\u6b20<\/span><\/h2>\n

\u81ea\u5f8b\u7684\u306a\u5b9f\u884c\u306f\u3001\u8a2d\u8a08\u6bb5\u968e\u304b\u3089\u30ac\u30d0\u30ca\u30f3\u30b9\u304c\u7d44\u307f\u8fbc\u307e\u308c\u3066\u3044\u308b\u5834\u5408\u306b\u306e\u307f\u6210\u7acb\u3057\u307e\u3059\u3002<\/span><\/p>\n

AVA \u306f\u3001\u30a2\u30af\u30b7\u30e7\u30f3\u30ec\u30d9\u30eb\u306e\u8aac\u660e\u53ef\u80fd\u6027\u3001\u76e3\u67fb\u53ef\u80fd\u6027\u3001\u7d99\u7d9a\u7684\u5b66\u7fd2\u3092\u901a\u3058\u3066\u3001\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u30ac\u30d0\u30ca\u30f3\u30b9\u30d5\u30a1\u30fc\u30b9\u30c8\u7684\u306a\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u62e1\u5f35\u3057\u307e\u3059\u3002\u4f01\u696d\u306f Genesys Cloud\u2122 AI Studio \u3092\u901a\u3058\u3066<\/a>\u30dd\u30ea\u30b7\u30fc\u3084\u8981\u4ef6\u306b\u6cbf\u3063\u305f\u30ac\u30fc\u30c9\u30ec\u30fc\u30eb\u3001\u6a29\u9650\u3001\u884c\u52d5\u3092\u5b9a\u7fa9\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001AVA \u306e\u8a2d\u8a08\u3001\u8a2d\u5b9a\u3001\u7ba1\u7406\u3092\u884c\u3048\u307e\u3059\u3002<\/span><\/p>\n

\u3053\u308c\u306b\u3088\u308a\u3001\u3069\u306e\u3088\u3046\u306b\u610f\u601d\u6c7a\u5b9a\u304c\u884c\u308f\u308c\u5b9f\u884c\u3055\u308c\u308b\u304b\u304c\u660e\u78ba\u306b\u53ef\u8996\u5316\u3055\u308c\u307e\u3059\u3002\u540c\u6642\u306b\u4f01\u696d\u306f\u3001\u76e3\u8996\u3084\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3092\u72a0\u7272\u306b\u3059\u308b\u3053\u3068\u306a\u304f\u3001\u81ea\u5f8b\u7684\u306a\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u4f01\u696d\u5168\u4f53\u306b\u62e1\u5f35\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/span><\/p>\n

\u591a\u304f\u306e\u696d\u754c\u30a2\u30ca\u30ea\u30b9\u30c8\u304c\u3001\u3053\u306e\u3088\u3046\u306a\u30d0\u30e9\u30f3\u30b9\u304c\u4e0d\u53ef\u6b20\u3067\u3042\u308b\u3053\u3068\u306b\u540c\u610f\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

\u300c\u8907\u96d1\u306a\u9867\u5ba2\u8981\u6c42\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u4e88\u6e2c\u53ef\u80fd\u3067\u3042\u308a\u304b\u3064\u76e3\u67fb\u53ef\u80fd\u3067\u3042\u308a\u306a\u304c\u3089\u3001\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3067\u30de\u30eb\u30c1\u30b9\u30c6\u30c3\u30d7\u306e\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8a08\u753b\u30fb\u5b9f\u884c\u3067\u304d\u308b AI \u304c\u5fc5\u8981\u3067\u3059\u3002\u300d\u3068\u3001IDC \u306e\u4f1a\u8a71\u578b AI \u30ea\u30b5\u30fc\u30c1\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u3067\u3042\u308b Hayley Sutherland \u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300cGenesys \u304c\u3001\u81ea\u5f8b\u7684\u306a\u5b9f\u884c\u3092\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u30ac\u30d0\u30ca\u30f3\u30b9\u306b\u7d71\u5408\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u308b\u3053\u3068\u306f\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u3088\u308a\u52b9\u679c\u7684\u304b\u3064\u4fe1\u983c\u6027\u306e\u9ad8\u3044\u3082\u306e\u306b\u3059\u308b\u305f\u3081\u306b\u5e02\u5834\u304c\u5411\u304b\u3046\u3079\u304d\u65b9\u5411\u6027\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002\u300d<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u306e\u73fe\u5b9f\u3068\u5c06\u6765\u3092\u898b\u636e\u3048\u305f\u8a2d\u8a08<\/span><\/h2>\n

AVA \u306f\u73fe\u5728\u306e\u8907\u96d1\u306a CX \u74b0\u5883\u5411\u3051\u306b\u69cb\u7bc9\u3055\u308c\u3066\u3044\u307e\u3059\u304c\u3001\u5c06\u6765\u306e\u5c55\u958b\u3092\u898b\u636e\u3048\u305f\u30ed\u30fc\u30c9\u30de\u30c3\u30d7\u3082\u7528\u610f\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

Genesys \u306f\u3001Agent-to-Agent\uff08A2A\uff09\u3084 Model Context Protocol\uff08MCP\uff09\u306a\u3069\u306e\u30aa\u30fc\u30d7\u30f3\u30b9\u30bf\u30f3\u30c0\u30fc\u30c9\u306e\u30b5\u30dd\u30fc\u30c8\u3092\u62e1\u5927\u3059\u308b\u4e88\u5b9a\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a AI \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u4f01\u696d\u30b7\u30b9\u30c6\u30e0\u9593\u306e\u5b89\u5168\u306a\u9023\u643a\u3092\u5b9f\u73fe\u3057\u3064\u3064\u3001\u96c6\u4e2d\u7ba1\u7406\u306b\u3088\u308b\u30ac\u30d0\u30ca\u30f3\u30b9\u306e\u7dad\u6301\u3001\u30dd\u30ea\u30b7\u30fc\u306e\u9069\u7528\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306e\u5171\u6709\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/span><\/p>\n

\u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u3053\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u8cac\u4efb\u3042\u308b\u30e2\u30c0\u30ca\u30a4\u30ba\u306b\u3064\u3044\u3066\u306e\u8003\u3048\u65b9\u3068\u5408\u81f4\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n

\u300c\u5f53\u793e\u3067\u306f\u3001\u30b7\u30fc\u30e0\u30ec\u30b9\u3067\u4fe1\u983c\u3067\u304d\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5927\u898f\u6a21\u74b0\u5883\u306b\u304a\u3044\u3066\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3001\u6226\u7565\u7684\u512a\u5148\u4e8b\u9805\u3067\u3059\u3002\u300d\u3068\u3001DNB <\/a>\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b1\u30a2\u8cac\u4efb\u8005\u3067\u3042\u308b Trond Prest\u00f8 \u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af AI \u306f\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3068\u3057\u3066\u91cd\u8981\u3060\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u5236\u5fa1\u3068\u30ac\u30d0\u30ca\u30f3\u30b9\u3092\u7d44\u307f\u8fbc\u3093\u3060\u81ea\u5f8b\u578b\u306e\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u3044\u3046 Genesys Cloud \u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u52b9\u7387\u6027\u3068\u4e00\u8cab\u6027\u3092\u5411\u4e0a\u3055\u305b\u306a\u304c\u3089\u30b5\u30fc\u30d3\u30b9\u3092\u8cac\u4efb\u3092\u6301\u3063\u3066\u30e2\u30c0\u30ca\u30a4\u30ba\u3059\u308b\u3068\u3044\u3046\u5f53\u793e\u306e\u8003\u3048\u65b9\u3068\u5408\u81f4\u3057\u3066\u3044\u307e\u3059\u3002\u300d<\/span><\/p>\n

\u307e\u305f AVA \u306f\u3001Enterprise Connect Best of 2026 Award <\/a>\u306e\u6700\u7d42\u9078\u8003\u306b\u6b8b\u308a\u307e\u3057\u305f\u3002\u3053\u306e\u8cde\u306f\u3001\u771f\u306e\u30d3\u30b8\u30cd\u30b9\u30a4\u30f3\u30d1\u30af\u30c8\u3092\u3082\u305f\u3089\u3059\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u8868\u5f70\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u3053\u306e\u8a55\u4fa1\u306f\u3001\u5358\u306b\u8cea\u554f\u306b\u7b54\u3048\u308b\u3060\u3051\u306e AI \u3092\u8d85\u3048\u3001\u4f01\u696d\u304c\u6c42\u3081\u308b\u7d99\u7d9a\u6027\u30fb\u7d71\u5236\u30fb\u4fe1\u983c\u6027\u3092\u5099\u3048\u305f\u304b\u305f\u3061\u3067\u3001\u30c7\u30b8\u30bf\u30eb\u304a\u3088\u3073\u97f3\u58f0\u30c1\u30e3\u30cd\u30eb\u306b\u307e\u305f\u304c\u308b\u771f\u306e\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u306e\u554f\u984c\u89e3\u6c7a\u3092\u5b9f\u73fe\u3067\u304d\u308b\u80fd\u529b\u3092\u793a\u3059\u3082\u306e\u3067\u3059\u3002<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\u53ef\u80fd\u6027\u304b\u3089\u672c\u756a\u74b0\u5883\u3078<\/span><\/h2>\n

\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af AI \u306f\u3001\u30b3\u30f3\u30bb\u30d7\u30c8\u304b\u3089\u73fe\u5b9f\u306e\u4f1a\u8a71\u3078\u3068\u6025\u901f\u306b\u9032\u5316\u3057\u307e\u3057\u305f\u3002\u3053\u308c\u307e\u3067\u6b20\u3051\u3066\u3044\u305f\u306e\u306f\u3001\u305d\u308c\u3092\u5b89\u5168\u304b\u3064\u4e88\u6e2c\u53ef\u80fd\u306a\u72b6\u614b\u3067\u5927\u898f\u6a21\u306b\u672c\u756a\u7a3c\u50cd\u3055\u305b\u308b\u3053\u3068\u306e\u3067\u304d\u308b\u3001\u4f01\u696d\u5411\u3051\u306e\u5b9f\u8df5\u7684\u306a\u65b9\u6cd5\u3067\u3057\u305f\u3002<\/span><\/p>\n

AVA \u306b\u3088\u308a\u3001Genesys \u306f CX \u306b\u304a\u3051\u308b AI \u3092\u7d04\u675f\u304b\u3089\u5b9f\u8df5\u3078\u3068\u79fb\u884c\u3055\u305b\u307e\u3059\u3002\u305d\u308c\u306f\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u4f1a\u8a71\u304b\u3089\u81ea\u5f8b\u7684\u306a\u884c\u52d5\u3078\u3001\u305d\u3057\u3066\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304b\u3089\u6210\u679c\u3078\u3068\u9032\u5316\u3055\u305b\u307e\u3059\u3002<\/span><\/p>\n

\u3053\u308c\u306f\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306b\u304a\u3051\u308b\u6b21\u306e\u30ec\u30d9\u30eb\u3067\u3059\u3002<\/span><\/p>\n

AVA \u304c\u5b9f\u969b\u306e\u9867\u5ba2\u30ea\u30af\u30a8\u30b9\u30c8\u3092\u3001\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u3067\u3069\u306e\u3088\u3046\u306b\u89e3\u6c7a\u3059\u308b\u306e\u304b\u3092\u3001\u5b9f\u969b\u306b\u4f53\u9a13\u3057\u3066\u304f\u3060\u3055\u3044\u3002\u30c7\u30e2\u3092\u30ea\u30af\u30a8\u30b9\u30c8\u3057\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c6\u30a3\u30c3\u30af CX <\/a>\u306e\u5b9f\u969b\u306e\u52d5\u4f5c\u3092\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002<\/span>\u00a0<\/span><\/p>\n

1<\/sup>Gartner, “2026 Strategic Roadmap for Self-Service”, John Quaglietta, Jennifer MacIntosh, 5 November 2025<\/span><\/em><\/p>\n

GARTNER \u306f\u3001Gartner, Inc. \u304a\u3088\u3073\u305d\u306e\u95a2\u9023\u4f1a\u793e\u306e\u5546\u6a19\u3067\u3059\u3002<\/span><\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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