{"id":636006,"date":"2025-04-16T09:11:45","date_gmt":"2025-04-16T16:11:45","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/four-real-world-ai-use-cases-of-customer-experience-success"},"modified":"2026-08-12T01:20:40","modified_gmt":"2026-08-12T08:20:40","slug":"four-real-world-ai-use-cases-of-customer-experience-success","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/four-real-world-ai-use-cases-of-customer-experience-success","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u6210\u529f\u306b\u304a\u3051\u308bAI\u6d3b\u7528\u5b9f\u4f8b\uff14\u9078"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<span style=\"font-weight: 400;\">\u30c8\u30c3\u30d7\u30a2\u30b9\u30ea\u30fc\u30c8\u306f\u3001\u81ea\u8eab\u306e\u6280\u8853\u3092\u78e8\u304f\u305f\u3081\u306b\u7d76\u3048\u9593\u306a\u3044\u52aa\u529b\u3092\u7d9a\u3051\u307e\u3059\u3002\u30ad\u30e3\u30ea\u30a2\u306e\u9802\u70b9\u306b\u9054\u3057\u3066\u3082\u3001\u305d\u306e\u30d7\u30ed\u30bb\u30b9\u306f\u7d76\u3048\u9593\u306a\u304f\u7d9a\u304d\u307e\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09\u3082\u540c\u69d8\u3067\u3059\u3002\u3069\u308c\u3060\u3051\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u3044\u308b\u4f01\u696d\u3067\u3082\u3001\u6539\u5584\u3068\u9032\u5316\u306e\u65b9\u6cd5\u3092\u5e38\u306b\u6a21\u7d22\u3057\u7d9a\u3051\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u4eca\u65e5\u3001\u9032\u5316\u306b\u304a\u3044\u3066\u6700\u3082\u529b\u3092\u767a\u63ee\u3059\u308b\u30c4\u30fc\u30eb\u304c<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09<\/a>\u3067\u3042\u308b\u3053\u3068\u306f\u7591\u3046\u4f59\u5730\u3082\u3042\u308a\u307e\u305b\u3093\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI \u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-levels-of-experience-orchestration\" target=\"_blank\" rel=\"noopener\">CX \u3068\u5f93\u696d\u54e1\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08EX\uff09\u3092\u5411\u4e0a\u3055\u305b\u308b<\/a>\u305f\u3081\u306e\u7121\u9650\u306e\u53ef\u80fd\u6027\u3092\u79d8\u3081\u3066\u3044\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001AI \u306e\u529b\u3092\u52b9\u679c\u7684\u306b\u6d3b\u7528\u3057\u3066\u3044\u308b\u4f01\u696d\u30fb\u7d44\u7e54\u306e4\u3064\u306e\u4e8b\u4f8b\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span style=\"font-weight: 400;\">NGMG(Newcastle Greater Mutual Group)\u306f\u3001AI \u3092\u6d3b\u7528\u3057\u3066\u5f93\u696d\u54e1\u304c\u6bd4\u985e\u306a\u304d CX \u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u652f\u63f4<\/span><\/h4>\n<p>\u53d7\u8cde\u7d4c\u6b74\u306e\u3042\u308b\u30b5\u30fc\u30d3\u30b9\u3001\u5730\u57df\u793e\u4f1a\u3078\u306e\u8ca2\u732e\u3001\u7af6\u4e89\u529b\u306e\u3042\u308b\u91d1\u5229\u306b\u3088\u308a\u3001Newcastle Greater Mutual Group\uff08NGMG\uff09\u306f60\u4e07\u4eba\u4ee5\u4e0a\u306e\u30aa\u30fc\u30b9\u30c8\u30e9\u30ea\u30a2\u56fd\u6c11\u306b\u9078\u3070\u308c\u3066\u3044\u308b\u9280\u884c\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u3055\u3089\u306b\u3001NGMG \u304c\u63d0\u4f9b\u3059\u308b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3082\u3001\u7af6\u5408\u4ed6\u793e\u3068\u306e\u91cd\u8981\u306a\u5dee\u5225\u5316\u8981\u56e0\u3067\u3042\u308a\u3001\u6210\u529f\u3092\u652f\u3048\u308b\u4e0d\u53ef\u6b20\u306a\u8981\u7d20\u3068\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u300c\u5f53\u884c\u306f\u9577\u5e74\u3054\u5229\u7528\u3044\u305f\u3060\u3044\u3066\u3044\u308b\u304a\u5ba2\u69d8\u304c\u591a\u3044\u306e\u3067\u3059\u304c\u3001\u9867\u5ba2\u306e\u671f\u5f85\u306f\u304b\u3064\u3066\u306a\u3044\u307b\u3069\u9ad8\u307e\u3063\u3066\u3044\u307e\u3059\u300d\u3068\u3001NGMG \u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u8cac\u4efb\u8005\u3067\u3042\u308b\u30c9\u30f3\u30fb\u30c8\u30e9\u30a4\u30d6\u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u304a\u5ba2\u69d8\u306b\u306f\u3001\u79c1\u305f\u3061\u304c\u304a\u5ba2\u69d8\u500b\u3005\u306e\u3053\u3068\u3001\u305d\u3057\u3066\u904e\u53bb\u306e\u53d6\u5f15\u5c65\u6b74\u3084\u30cb\u30fc\u30ba\u3092\u5341\u5206\u306b\u7406\u89e3\u3057\u3066\u3044\u308b\u3068\u611f\u3058\u3066\u3044\u305f\u3060\u304d\u305f\u3044\u306e\u3067\u3059\u3002\u307e\u305f\u3001\u53d6\u5f15\u624b\u7d9a\u304d\u3092\u3067\u304d\u308b\u3060\u3051\u30b7\u30f3\u30d7\u30eb\u306b\u3057\u305f\u3044\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u300d<\/p>\n<p><span style=\"font-weight: 400;\">\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u696d\u52d9\u3092<a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">Genesys Cloud\u2122 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u306b\u6a19\u6e96\u5316\u3057\u305f NGMG \u306f\u3001\u5f15\u304d\u7d9a\u304d\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u512a\u5148\u4e8b\u9805\u3068\u3057\u3066\u3044\u307e\u3059\u3002Genesys Cloud Agent Copilot \u3084\u81ea\u52d5\u8981\u7d04\u306a\u3069\u306e AI \u3092\u6d3b\u7528\u3057\u305f\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001\u30b5\u30fc\u30d3\u30b9\u30c1\u30fc\u30e0\u306f\u60c5\u5831\u306e\u691c\u7d22\u3084\u8a18\u61b6\u4f5c\u696d\u3001\u30e1\u30e2\u3092\u53d6\u308b\u5fc5\u8981\u6027\u304c\u6e1b\u308a\u3001\u4e00\u901a\u8a71\u3042\u305f\u308a\u5e73\u5747\u51e6\u7406\u6642\u9593\u304c50\u79d2\u3001\u4fdd\u7559\u6642\u959330\u79d2\u77ed\u7e2e\u3055\u308c\u307e\u3057\u305f\u3002<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><iframe title=\"YouTube \u52d5\u753b\u30d7\u30ec\u30fc\u30e4\u30fc\" src=\"\/\/www.youtube.com\/embed\/sgSn2wrmgrA?si=WBiUTB77w0A8kUsc\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span style=\"font-weight: 400;\">Bright Horizons\u306fEX\u3092\u518d\u69cb\u7bc9\u3057\u3001\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3068\u30d3\u30b8\u30cd\u30b9\u6210\u9577\u3092\u4fc3\u9032<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">\u4e16\u754c\u4e2d\u306e\u4fdd\u8b77\u8005\u3068\u7d44\u7e54\u304c\u3001\u8cea\u306e\u9ad8\u3044\u6559\u80b2\u3068\u30b1\u30a2\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b Bright Horizons \u3092\u4fe1\u983c\u3057\u3066\u3044\u307e\u3059\u3002\u540c\u793e\u306e\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306f\u3001\u6708\u9593\u7d048\u4e07\u4ef6\u306e\u901a\u8a71\u306b\u52a0\u3048\u3001\u30e1\u30fc\u30eb\u3001\u30c6\u30ad\u30b9\u30c8\u3001\u30c1\u30e3\u30c3\u30c8\u3067\u3082\u3084\u308a\u53d6\u308a\u3092\u884c\u3063\u3066\u304a\u308a\u30011\u3064\u306e\u30ef\u30fc\u30af\u30b9\u30da\u30fc\u30b9\u304b\u3089\u6700\u5927\u9650\u306e\u52b9\u7387\u3092\u56f3\u3063\u3066\u51e6\u7406\u3057\u3066\u3044\u307e\u3059\u3002\u3055\u3089\u306b\u3001AI \u3092\u6d3b\u7528\u3057\u305f<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/wem-workforce-engagement-management\" target=\"_blank\" rel=\"noopener\">Genesys Cloud Workforce Engagement Management<\/a>\u306f\u3001\u30b9\u30de\u30fc\u30c8\u306a\u81ea\u52d5\u5316\u30d7\u30ed\u30bb\u30b9\u306b\u3088\u3063\u3066\u3001\u624b\u4f5c\u696d\u306b\u304b\u304b\u308b\u6642\u9593\u3092\u5927\u5e45\u306b\u524a\u6e1b\u3057\u3001\u7cbe\u795e\u7684\u306a\u8ca0\u62c5\u3082\u8efd\u6e1b\u3057\u307e\u3057\u305f\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u300c\u5f93\u696d\u54e1\u304c\u5e78\u305b\u3067\u3042\u308c\u3070\u3042\u308b\u307b\u3069\u3001\u5f7c\u3089\u304c\u63d0\u4f9b\u3059\u308b\u30b5\u30fc\u30d3\u30b9\u3082\u5411\u4e0a\u3059\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u304f\u3001\u305d\u308c\u306f\u3042\u3089\u3086\u308b\u97f3\u58f0\u3084\u30c7\u30b8\u30bf\u30eb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u901a\u3057\u3066\u5b9f\u611f\u3057\u3066\u3044\u307e\u3059\u300d\u3068\u3001Bright Horizons \u306e\u30ea\u30bd\u30fc\u30b9\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\u304a\u3088\u3073\u30ec\u30dd\u30fc\u30c6\u30a3\u30f3\u30b0\u62c5\u5f53\u30c7\u30a3\u30ec\u30af\u30bf\u30fc\u3067\u3042\u308b \u30d6\u30eb\u30fc\u30b9\u30fb\u30e9\u30f3\u30d0\u30fc\u30c8\u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002\u300c\u305d\u308c\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306e\u52b4\u529b\u3092\u524a\u6e1b\u3057\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/customer-journey-management\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u30c7\u30fc\u30bf\u3092\u63a5\u7d9a<\/a>\u3057\u3084\u3059\u304f\u3059\u308b\u3001\u3088\u308a\u7d71\u5408\u3055\u308c\u305f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u610f\u5473\u3057\u3066\u3044\u307e\u3057\u305f\u300d<\/span><\/p>\n<p><iframe title=\"YouTube \u52d5\u753b\u30d7\u30ec\u30fc\u30e4\u30fc\" src=\"\/\/www.youtube.com\/embed\/qvrIPS0creQ?si=WO7_USmF1yhxgWQm\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span style=\"font-weight: 400;\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb CX \u306b\u3088\u308a\u521d\u56de\u89e3\u6c7a\u7387\u304c50%\u5411\u4e0a<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Grupo Equatorial \u306f20\u5e74\u306b\u308f\u305f\u308a\u3001\u30d6\u30e9\u30b8\u30eb\u306e\u30a8\u30cd\u30eb\u30ae\u30fc\u5e02\u5834\u306e\u4e2d\u5fc3\u7684\u5b58\u5728\u3067\u3042\u308a\u7d9a\u3051\u3066\u3044\u307e\u3059\u3002\u540c\u793e\u306f\u3001\u5317\u90e8\u306e\u30aa\u30a4\u30a2\u30dd\u30b1\u304b\u3089\u5357\u90e8\u306e\u30b7\u30e5\u30a4\u307e\u3067\u3001\u30d6\u30e9\u30b8\u30eb\u306e31%\u306e\u5730\u57df\u30673,400\u4e07\u4eba\u306b\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u305d\u306e\u30d3\u30b8\u30cd\u30b9\u306f\u5909\u5316\u3057\u3066\u3044\u307e\u3059\u3002<\/span><span style=\"font-weight: 400;\">\u202f\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u304c\u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u3092\u9078\u629e\u3067\u304d\u306a\u3044\u898f\u5236\u3055\u308c\u305f\u914d\u96fb\u4e8b\u696d\u306b\u52a0\u3048\u3001Grupo Equatorial \u306f\u5c4b\u4e0a\u592a\u967d\u5149\u767a\u96fb\u3084\u96fb\u6c17\u901a\u4fe1\u3068\u3044\u3063\u305f\u7af6\u4e89\u306e\u6fc0\u3057\u3044\u5e02\u5834\u306b\u3082\u9032\u51fa\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u5e02\u5834\u3067\u306f\u3001\u9ad8\u30ec\u30d9\u30eb\u306e\u9867\u5ba2\u5bfe\u5fdc\u3068\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u6c42\u3081\u3089\u308c\u307e\u3059\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u9867\u5ba2\u306f<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/digital\" target=\"_blank\" rel=\"noopener\">\u30c7\u30b8\u30bf\u30eb\u30c1\u30e3\u30cd\u30eb<\/a>\u3092\u7a4d\u6975\u7684\u306b\u53d7\u3051\u5165\u308c\u3001\u898f\u5236\u5f53\u5c40\u306f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3067\u306e\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u3092\u6c42\u3081\u308b\u4e2d\u3001Grupo Equatorial \u306f\u305d\u308c\u3089\u306e\u671f\u5f85\u306b\u5fdc\u3048\u308b\u3079\u304f\u9069\u5fdc\u3057\u3066\u304d\u307e\u3057\u305f\u3002\u540c\u793e\u306fGenesys Cloud CX<sup>\u00ae<\/sup>\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63a1\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u5e02\u5834\u3092\u30ea\u30fc\u30c9\u3059\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u309226%\u524a\u6e1b\u3057\u3001\u521d\u56de\u89e3\u6c7a\u7387\u309250%\u5411\u4e0a\u3055\u305b\u307e\u3057\u305f\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u300c\u79c1\u305f\u3061\u306f\u4eba\u5de5\u77e5\u80fd\u3092\u6d3b\u7528\u3057\u3001\u9867\u5ba2\u3068\u306e\u95a2\u4fc2\u3092\u69cb\u7bc9\u3059\u308b\u306e\u306b\u5f79\u7acb\u3066\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u7d50\u679c\u3001\u696d\u52d9\u52b9\u7387\u3084\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u304c\u5411\u4e0a\u3057\u307e\u3057\u305f\u300d\u3068\u3001Grupo Equatorial \u306e\u6cd5\u4eba\u9867\u5ba2\u30fb\u30b5\u30fc\u30d3\u30b9\u62c5\u5f53\u30c7\u30a3\u30ec\u30af\u30bf\u30fc\u3067\u3042\u308b \u30de\u30a6\u30ea\u30b7\u30aa\u30fb\u30a2\u30eb\u30f4\u30a1\u30ec\u30b9\u30fb\u30c0\u30fb\u30b7\u30a6\u30f4\u30a1\u30fb\u30f4\u30a7\u30ed\u30fc\u30be\u30fb\u30d5\u30a7\u30ec\u30a4\u30e9\u6c0f\u306f\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p><iframe title=\"YouTube \u52d5\u753b\u30d7\u30ec\u30fc\u30e4\u30fc\" src=\"\/\/www.youtube.com\/embed\/FBDTIe0KVKI?si=Fk5MSYviDkroN7_1\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4><span style=\"font-weight: 400;\">Siam Commercial Bank\uff08SCB\uff09\u306f\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u30d2\u30e5\u30fc\u30de\u30f3\u30bf\u30c3\u30c1\u306e\u878d\u5408\u306b\u3088\u308a\u3001\u30ea\u30d4\u30fc\u30c8\u30b3\u30fc\u30eb\u309250%\u524a\u6e1b<\/span><\/h4>\n<p><span style=\"font-weight: 400;\">Siam Commercial Bank\uff08SCB\uff09\u306f\u30bf\u30a4\u306e\u91d1\u878d\u30bb\u30af\u30bf\u30fc\u306e\u67f1\u3067\u3042\u308a\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306e\u5909\u5316\u306b\u5408\u308f\u305b\u3066\u7d76\u3048\u305a\u9032\u5316\u3092\u7d9a\u3051\u3066\u3044\u307e\u3059\u3002\u4eca\u65e5\u3001\u540c\u9280\u884c\u306f\u9769\u65b0\u3092\u7d9a\u3051\u3001\u5148\u9032\u6280\u8853\u3092\u6d3b\u7528\u3057\u3066 CX 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