{"id":503464,"date":"2024-01-09T12:05:32","date_gmt":"2024-01-09T20:05:32","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/cx-%ec%8b%9c%eb%8c%80-ai-%ec%95%a0%ec%9e%90%ec%9d%bc-%eb%a7%a4%eb%8b%88%ed%8e%98%ec%8a%a4%ed%86%a0%ec%9d%98-%ec%9e%ac%ea%b5%ac%ec%84%b1"},"modified":"2024-01-21T16:40:51","modified_gmt":"2024-01-22T00:40:51","slug":"rewriting-the-agile-manifesto-for-ai-in-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/rewriting-the-agile-manifesto-for-ai-in-customer-experience","title":{"rendered":"CX \uc2dc\ub300, AI \uc560\uc790\uc77c \ub9e4\ub2c8\ud398\uc2a4\ud1a0\uc758 \uc7ac\uad6c\uc131"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text]2023\ub144 \ud604\uc7ac, \u2018\uc560\uc790\uc77c(Agile)\u2019\uc774\ub77c\ub294 \uc8fc\uc81c\ub294 \ub2e4\uc18c \uc608\uc2a4\ub7fd\uac8c \ub4e4\ub9b4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc220\uc744 \uad6c\ucd95, \uac1c\ubc1c, \uc0ac\uc6a9\ud558\ub294 \uc0ac\ub78c\ub4e4\uc744 \uc704\ud55c \uc560\uc790\uc77c \ucc44\ud0dd \uc6b4\ub3d9\uc744 \ucd09\ubc1c\ud55c <a href=\"https:\/\/agilemanifesto.org\/\" target=\"_blank\" rel=\"noopener\">\uc560\uc790\uc77c \ub9e4\ub2c8\ud398\uc2a4\ud1a0<\/a>\uac00 \uc791\uc131\ub41c \uac83\uc740 2001\ub144\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ub85c\ubd80\ud130 20\ub144\uc774 \uc9c0\ub0ac\uc9c0\ub9cc \uc774 \uc120\uc5b8\ubb38\uc740 \uc9c0\uae08\ub3c4 \uc5ec\uc804\ud788 \uc758\ubbf8\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \ubd84\uc57c\uc5d0\uc11c \uc77c\ud558\ub294 \uc9c1\uc6d0\ub4e4\uc5d0\uac8c \uc560\uc790\uc77c\uc740 \uc120\ud0dd\uc774 \uc544\ub2cc \ud544\uc218\uc785\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uae30\uc220\uc774 \ubcc0\ub355\uc2a4\ub7ec\uc6b4 \uc18c\ube44\uc790\ub97c \ub9cc\uc871\uc2dc\ud0a4\uc9c0 \ubabb\ud558\uba74 \uace0\uac1d\uc740 \ubbf8\ub828 \uc5c6\uc774 \ub2e4\ub978 \uacf3\uc73c\ub85c \uc62e\uaca8\uac11\ub2c8\ub2e4.<\/p>\n<p>Genesys\uc758 &#8220;<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx?ost_tool=blog&amp;ost_campaign=ft-blog\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>&#8221; \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 31%\uc758 \uc18c\ube44\uc790\uac00 \ub2e8 \ud55c \ubc88\uc758 \ubd80\uc815\uc801\uc778 \uc778\ud130\ub799\uc158\ub9cc\uc73c\ub85c\ub3c4 \uac70\ub798\ub97c \uc911\ub2e8\ud560 \uac83\uc774\ub77c\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \uacb0\ucf54 \ub4a4\ub97c \ub3cc\uc544\ubcf4\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. CX \ub9ac\ub354\ub294 \ubcc0\ud654\ud558\ub294 \uace0\uac1d\uc758 \uc120\ud638\ub3c4\uc640 \ucc44\ub110 \uc120\ud0dd, \uae30\ub300\uce58\uc5d0 \uc801\uc751\ud574\uc57c \ud569\ub2c8\ub2e4. \ub2e8\uae30\uc801\uc778 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc5d0 \uc9d1\uc911\ud558\ub294 \uac83 \uc678\uc5d0\ub3c4, \uace0\uac1d\uc774 \ub2e4\uc74c\uc5d0\ub294 \ubb34\uc5c7\uc744 \uc6d0\ud560\uc9c0 \uc608\uce21\ud558\uace0 \ubbf8\ub798\ub97c \uc900\ube44\ud574\uc57c \ud569\ub2c8\ub2e4. \uc560\uc790\uc77c \uac1c\ubc1c\uc774\ub780 \ub2e8\uae30\uac04\uc5d0 \ud601\uc2e0\uacfc \uc2e4\ud5d8\uc744 \uc9c4\ud589\ud558\uace0 \ube60\ub978 \uc2e4\ud328\ub97c \uae30\uaebc\uc774 \uac10\uc218\ud558\uba74\uc11c \uacb0\uad6d\uc5d0\ub294 \uc7a5\uae30\uc801\uc778 \uc131\uacf5\uc744 \uc774\ub044\ub294 \uac83\uc744 \ub73b\ud569\ub2c8\ub2e4. \ubbfc\ucca9\ud558\ub2e4\ub294 \uac83\uc740 \uc804\ud1b5\uc801\uc778 \uac1c\ubc1c \uad00\ud589\uc758 \uc5c4\uaca9\ud55c \uaddc\uce59\uc5d0 \uc5bd\ub9e4\uc774\uc9c0 \uc54a\uace0 \ubcc0\ud654\ud558\ub294 \uc0c1\ud669\uc5d0 \uc2e0\uc18d\ud558\uac8c \uc801\uc751\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \ubbfc\ucca9\uc131\uc774 \ub6f0\uc5b4\ub09c &#8216;\ud30c\uad34\uc801 \ud601\uc2e0\uac00(Disruptor)&#8217;\ub85c \ubd88\ub9ac\ub294 \uae30\uc5c5\ub4e4\uc740 \uc778\uacf5 \uc9c0\ub2a5(AI) \uae30\uc220\uc744 \ucc44\ud0dd\ud558\uc5ec \ub354\uc6b1 \ube60\ub974\uac8c \ud601\uc2e0\ud558\uba70 \uc55e\uc11c\uac11\ub2c8\ub2e4. AI\ub294 \ub2f9\uc5f0\ud55c \uac83\uc73c\ub85c \uc0dd\uac01\ud574\uc654\ub358 \uacfc\uac70\uc758 \uc5c4\uaca9\ud55c \uaddc\uce59\uc73c\ub85c\ubd80\ud130 \uc870\uc9c1\uc744 \uc790\uc720\ub86d\uac8c \ud558\ub294 \ud55c \uac00\uc9c0 \ubc29\ubc95\uc785\ub2c8\ub2e4.<\/p>\n<h2>AI\ub85c \ub300\ud654 \ubbfc\ucca9\uc131 \uc2e4\ud604<\/h2>\n<p>IVR\uc740 \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c \ucc44\ud0dd\ud55c \ucd5c\ucd08\uc758 \uc790\ub3d9\ud654 \ud615\ud0dc \uc911 \ud558\ub098\uc785\ub2c8\ub2e4. IVR\uc740 \uc5b8\uc81c \uc5b4\ub514\uc11c\ub098 \uc11c\ube44\uc2a4\ub97c \uac00\ub2a5\ud558\uac8c \ud588\uc2b5\ub2c8\ub2e4. \uacfc\uac70\uc5d0\ub294 \ub9c9\ub300\ud55c \ube44\uc6a9 \uc5c6\uc774\ub294 \ubd88\uac00\ub2a5\ud588\ub358 \uc77c\uc785\ub2c8\ub2e4. \uaddc\uce59 \uae30\ubc18 \ud50c\ub85c\uc6b0\ub97c \uc0ac\uc6a9\ud558\ub294 \ud504\ub85c\uadf8\ub798\ubc0d IVR\uc740 \uadf8\ub7ec\ub098, \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \ubcf5\uc7a1\uc131\uc774 \uc99d\uac00\ud558\uace0 \uc720\uc9c0\ud558\uae30\uac00 \uc5b4\ub824\uc6cc\uc84c\uc73c\uba70 \uc0ac\uc2e4\uc0c1 \ubcc0\uacbd\uc774 \ubd88\uac00\ub2a5\ud588\uc2b5\ub2c8\ub2e4. \uc5b8\uc81c \uc5b4\ub514\uc11c\ub098 \uc561\uc138\uc2a4\ud560 \uc218 \uc788\ub294 \uc11c\ube44\uc2a4\ub294 \uadf8\ub9ac \uac04\ub2e8\ud558\uc9c0 \uc54a\uc558\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \uae38\uace0 \ud63c\ub780\uc2a4\ub7ec\uc6b4 \uba54\ub274\uc5d0\uc11c \uc5b4\ub5a4 \uc635\uc158\uc744 \uc120\ud0dd\ud574\uc57c \ud558\ub294\uc9c0, \uadf8\ub9ac\uace0 \uc5b4\ub5a4 \uc635\uc158\uc744 \uc120\ud0dd\ud588\ub294\uc9c0 \uae30\uc5b5\ud558\uae30 \uc704\ud574 \uc5f4\uc2ec\ud788 \ub178\ub825\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4. \ub54c\ubb38\uc5d0 \ub9ce\uc740 \uc0ac\ub78c\ub4e4\uc774 \ucd5c\ud6c4\uc758 \uc218\ub2e8\uc73c\ub85c IVR\uc744 \uc120\ud0dd\ud569\ub2c8\ub2e4. \ub2e4\uc74c\uacfc \uac19\uc740 <a href=\"https:\/\/www.researchnester.com\/reports\/interactive-voice-response-market\/5245#:~:text=Customers%20prefer%20natural%20language%20IVR,system%20with%20pre%2Drecorded%20instructions.\" target=\"_blank\" rel=\"noopener\">\ud1b5\uacc4<\/a>\uac00 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>75%\uc758 \uace0\uac1d\uc774 \uc2e4\uc81c \uc0c1\ub2f4\uc0ac\uc640 \ub300\ud654\ud560 \uc218 \uc5c6\uc744 \ub54c \ud654\ub97c \ub0c5\ub2c8\ub2e4.<\/li>\n<li>30%\ub294 \ubcf5\uc7a1\ud55c \uc11c\ube44\uc2a4 \ubaa8\ub378\uc744 \ucc98\ub9ac\ud574\uc57c \ud558\ub294 \uacbd\uc6b0 \uc804\ud654\ub97c \ub04a\uc2b5\ub2c8\ub2e4.<\/li>\n<li>66%\uc758 \uace0\uac1d\uc774 \uc790\uc5f0\uc5b4 IVR \uc2dc\uc2a4\ud15c\uc744 \uc120\ud638\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc790\uc5f0\uc5b4\ub294 \uc5b8\uc81c \uc5b4\ub514\uc11c\ub098 \uc561\uc138\uc2a4\ud560 \uc218 \uc788\ub294 \ub300\uc548\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uace0\uac1d\uc740 &#8216;\uc608&#8217;\ub97c \uc120\ud0dd\ud558\ub824\uba74 1\uc744, &#8216;\uc544\ub2c8\uc694&#8217;\ub97c \uc120\ud0dd\ud558\ub824\uba74 2\ub97c \ub204\ub97c \ud544\uc694\uac00 \uc5c6\uc2b5\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 \uc0ac\ub78c\ub4e4\uc740 \uc790\uc2e0\uc774 \uc6d0\ud558\ub294 \ub2f5\ubcc0\uc744 \uc5bb\uae30 \uc704\ud574 \uc5b4\ub5a4 \uc22b\uc790\ub098 \uc22b\uc790\uc758 \uc870\ud569\uc5d0 \ub300\ud55c \uc9c0\uc2dc\ub97c \ub4e3\uace0 \ub530\ub974\ub3c4\ub85d \uac15\uc694\ubc1b\ub294 \uac83\ubcf4\ub2e4 \uc77c\uc0c1\uc801\uc778 \uc5b8\uc5b4\ub85c \ub9d0\ud558\uace0 \uc774\ud574\ubc1b\ub294 \uac83\uc744 \uc120\ud638\ud569\ub2c8\ub2e4. \uc2e4\uc81c \ub300\ud654 \uc678\uc5d0\ub3c4, \uace0\uac1d\uc740 \ub354\ub294 \uc804\ud654\uc5d0 \uc5bd\ub9e4\uc774\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc74c\uc131\uc774\ub098 \ub514\uc9c0\ud138\uc744 \ud1b5\ud55c \ucc38\uc5ec\ub294 \uc2e4\uc81c \ub300\ud654\ub9cc\ud07c \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n<p>\ub300\ud654\ud615 AI\ub97c \uc0ac\uc6a9\ud558\uba74 \uc74c\uc131\uc744 \ud14d\uc2a4\ud2b8\ub85c \uc815\ud655\ud558\uac8c \ubcc0\ud658\ud558\uace0(SST), \uc790\uc5f0\uc5b4 \uc774\ud574(NLU)\uc640 \uc790\uc5f0\uc5b4 \ucc98\ub9ac(NLP)\ub97c \ud1b5\ud574 \uc751\ub2f5\uc744 \uc774\ud574\ud558\uace0 \uacf5\uc2dd\ud654\ud55c \ub2e4\uc74c, \ub514\uc9c0\ud138 \ub610\ub294 \ubb38\uc790 \uc74c\uc131 \ubcc0\ud658(TTS)\uc744 \ud1b5\ud574 \uc751\ub2f5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ud615\ud0dc\uc758 AI\ub294 \ubcf4\uc774\uc2a4\ubd07, \ucc57\ubd07, \ub610\ub294 \uadf8\ub0e5 \ubd07\uc73c\ub85c\ub3c4 \uc54c\ub824\uc9c4 IVA\ub97c \ub4b7\ubc1b\uce68\ud558\ub294 \uae30\uc220\uc785\ub2c8\ub2e4. \uc778\ud130\ub799\ud2f0\ube0c \uac00\uc0c1 \uc0c1\ub2f4\uc0ac(IVA)\ub294 IVR\uc774 \uc9c4\ud654\ud55c \ud615\ud0dc\uc785\ub2c8\ub2e4. IVA\ub294 \ubc1c\uc2e0\uc790\uac00 \uc778\uac04 \uc0c1\ub2f4\uc0ac\uc758 \ub3c4\uc6c0 \uc5c6\uc774 \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub3c4\ub85d \uc124\uacc4\ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ub984 \uadf8\ub300\ub85c \uadf8\ub4e4\uc740 \uc778\uac04 \uc0c1\ub2f4\uc0ac \uac19\uc9c0\ub9cc \uac00\uc0c1\uc758 \uc874\uc7ac\uc785\ub2c8\ub2e4. IVA\ub294 \uc790\uc5f0\uc5b4\ub97c \uc0ac\uc6a9\ud558\uc5ec \ubc1c\uc2e0\uc790\uc640 \uc778\ud130\ub799\uc158\ud569\ub2c8\ub2e4. \uac00\ub2a5\ud55c \ubaa8\ub4e0 \uacbd\ub85c\uac00 \uc644\uc804\ud788 \uc124\uacc4\ub41c \uaddc\uce59\uc744 \uc0ac\uc6a9\ud558\uc5ec \uad6c\ucd95\ub418\ub294 \uae30\uc874 IVR\ubcf4\ub2e4 \ubbfc\ucca9\ud569\ub2c8\ub2e4. IVR\uc758 \uacbd\uc6b0 \uaddc\uce59 \uc218\uc815\uc774 \uc5b4\ub824\uc6b8 \uc218 \uc788\uc73c\uba70, \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \ube44\ub300\ud574\uc9c0\uace0 \uad00\ub9ac\uac00 \uc5b4\ub824\uc6cc\uc9d1\ub2c8\ub2e4. \ubc18\uba74, IVA\ub294 \uc790\uc5f0\uc5b4\uc5d0 \ubc18\uc751\ud558\ub3c4\ub85d \ud559\uc2b5\ud569\ub2c8\ub2e4. \ud504\ub85c\uadf8\ub798\ubc0d\uc774 \uc544\ub2cc, \uad50\uc721\uc744 \ubc1b\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>IVR(\ud504\ub85c\uadf8\ub798\ubc0d) vs. IVA(\ud559\uc2b5)<\/h2>\n<p>IVR\uc740 \ud504\ub85c\uadf8\ub798\ubc0d\ub418\uc9c0\ub9cc IVA\ub294 \uad50\uc721\uc744 \ubc1b\uc2b5\ub2c8\ub2e4. \ubbfc\ucca9\uc131\uc740 \uacbd\ud5d8\uc744 \ub118\uc5b4 \ube4c\ub4dc \ud504\ub85c\uc138\uc2a4 \uc790\uccb4\ub85c \ud655\uc7a5\ub429\ub2c8\ub2e4. IVR\uc740 \uc120\ud0dd\uc5d0 \ub530\ub77c \uace0\uc815 \uacbd\ub85c\ub85c \ud504\ub85c\uadf8\ub798\ubc0d\ub418\uc9c0\ub9cc, IVA\ub294 \ub300\ud654 \ub370\uc774\ud130\ub97c \uc0ac\uc6a9\ud558\uc5ec \ud559\uc2b5\ud569\ub2c8\ub2e4. \uc5b8\uc5b4\ub97c \uc0ac\uc6a9\ud558\ub294 \uace0\uac1d\uc744 \uc774\ud574\ud558\uace0, \ud504\ub85c\uc138\uc2a4\ub97c \uc9c4\ud589\ud558\uace0, \uc751\ub2f5\ud560 \uc218 \uc788\ub3c4\ub85d \uc0c8\ub85c\uc6b4 \ub370\uc774\ud130\ub85c \uc7ac\uad50\uc721\uc744 \ubc1b\uc2b5\ub2c8\ub2e4. \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \uc0ac\uc6a9\uc790\uac00 \uc2dc\uc791\ud560 \uc218 \uc788\ub3c4\ub85d \uba87 \uac00\uc9c0 \uba54\ub274 \uc635\uc158\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc, \uc88b\uc740 IVA\ub294 \uac00\uc7a5 \uc77c\ubc18\uc801\uc778 \uc218\ubc31 \uac00\uc9c0\uc758 \ubaa8\ub4e0 \uc9c8\ubb38\uc744 \ud559\uc2b5\ud569\ub2c8\ub2e4. \u200c\uc77c\uc0c1\uc801\uc778 \uc5b8\uc5b4\ub85c \uc9c8\ubb38\ud560 \uc218 \uc788\ub2e4\uba74 \uc218\ub9ce\uc740 \uba54\ub274\ub294 \ud544\uc694\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. IVA\ub294 \uc77c\ubc18\uc801\uc778 \uc9c8\ubb38\uc744 \uc774\ud574\ud558\uace0, \ud504\ub85c\uc138\uc2a4 \ub610\ub294 \ud50c\ub85c\uc6b0\ub97c \ud1b5\ud574 \uc0ac\uc6a9\uc790\ub97c \uc548\ub0b4\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \ud544\uc694\ud55c \uacbd\uc6b0 \ucd5c\uc885 \ub2f5\ubcc0 \ub610\ub294 \uc778\uac04 \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc804\ub2ec\ud558\ub3c4\ub85d \uad50\uc721\ubc1b\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc5ec\uae30\uc11c \uac00\uc7a5 \uc8fc\ubaa9\ud560 \ubd80\ubd84\uc740 \ubc1c\uc2e0\uc790\uac00 \ub9c8\uc74c \uc18d\uc5d0 \uc788\ub294 \ubaa8\ub4e0 \uc9c8\ubb38\uc744 \uc790\uc720\ub86d\uac8c \ud560 \uc218 \uc788\ub2e4\ub294 \uc810\uc785\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc140\ud504 \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158\uc740 \ud6e8\uc52c \ub354 \ub9ce\uc740 \uc9c0\uc2dd\uc744 \ucc98\ub9ac\ud560 \uc218 \uc788\uc73c\uba70, \ubaa8\ub974\ub294 \ubaa8\ub4e0 \uc815\ubcf4\uae4c\uc9c0 \ucea1\ucc98\ud558\uc5ec IVA \ube4c\ub354\uac00 \uac80\ud1a0\ud558\uace0, \ud0c0\ub2f9\ud55c \uacbd\uc6b0 \uc0c8\ub85c\uc6b4 \ucf58\ud150\uce20\ub85c \ucd94\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c IVA\ub294 \ub2e4\uc591\ud55c \uc635\uc158\uc744 \ucc98\ub9ac\ud558\uace0, \uc815\ubcf4\ub97c \uc218\uc9d1\ud558\uba70, \ubc1c\uc2e0\uc790\uc640 \uad00\ub828\ub41c \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uadf8 \uacfc\uc815\uc5d0\uc11c \uc815\ubcf4\ub97c \ucea1\ucc98 \ubc0f \ubd84\uc11d\ud558\uc5ec \uace0\uac1d\uc758 \uc758\uacac\uc744 \ubcf4\ub2e4 \uc798 \uc774\ud574\ud558\uace0, \uc2dc\uac04\uc774 \uc9c0\ub0a8\uc5d0 \ub530\ub77c \uacc4\uc18d\ud574\uc11c \uc11c\ube44\uc2a4\ub97c \uac1c\uc120\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4.<\/p>\n<h2>\uc9c0\uc2dd \uc790\ub3d9\ud654\ub294 \ubbfc\ucca9\uc131\uc758 \uae30\ubcf8<\/h2>\n<p>&#8220;\uc778\ud154\ub9ac\uc804\uc2a4\ub294 \ubcc0\ud654\uc5d0 \uc801\uc751\ud558\ub294 \ub2a5\ub825\uc774\ub2e4.&#8221; \uc774\ub294 \uc560\uc790\uc77c \uc2e4\ubb34\uc790\ub97c \uc704\ud55c \uc720\uba85\ud55c \uc778\uc6a9\ubb38\uc73c\ub85c, Stephen Hawkins\uac00 \ub9d0\ud55c \uac83\uc73c\ub85c \uc54c\ub824\uc838 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc744 \uc704\ud55c \uc778\ud154\ub9ac\uc804\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \uc720\uc6a9\ud55c \ubc29\ubc95 \uc911 \ud558\ub098\ub294 \u2018AI \uae30\ubc18 \uc9c0\uc2dd \uad00\ub9ac\u2019\ub97c \uc0ac\uc6a9\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. IVA\ub294 \uc9c0\uc2dd\uc744 \ubc14\ud0d5\uc73c\ub85c \uc9c8\ubb38\uc5d0 \ub2f5\ud569\ub2c8\ub2e4. \uc9c0\uc2dd\uc740 \uc5c4\uaca9\ud55c \uaddc\uce59\uc744 \ud1b5\ud574 \uc804\ub2ec\ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. AI \uc2dc\ub300\uc5d0\ub3c4 \ud0a4\uc6cc\ub4dc\ub098 \ubb38\uad6c\ub97c \uc0ac\uc6a9\ud558\ub294 \uac83\uc740 \ub4dc\ubb38 \uc77c\uc774 \uc544\ub2d9\ub2c8\ub2e4. \uadf8\ub7ec\ub098 AI\uac00 \uc9c0\uc6d0\ud558\ub294 \uc9c0\uc2dd \uae30\ubc18\uc740 \uc2dc\ub9e8\ud2f1 \uac80\uc0c9\uc744 \uc0ac\uc6a9\ud558\ubbc0\ub85c, \uc751\ub2f5\uc131\uacfc \ubbfc\ucca9\uc131\uc774 \ub6f0\uc5b4\ub0a9\ub2c8\ub2e4. \uc790\uc5f0\uc5b4\ub97c \ud1b5\ud55c AI \uae30\ubc18 \uc9c0\uc2dd\uc740 \ubcf4\ub2e4 \ubbfc\ucca9\ud558\uace0, \ubcf4\ub2e4 \ube60\ub974\uac8c \uc751\ub2f5\ud558\uace0, \uc9c0\ub2a5\uc801\uc778 \uc140\ud504 \uc11c\ube44\uc2a4\uc640 \uc0c1\ub2f4\uc0ac\uac00 \uc8fc\ub3c4\ud558\ub294 \uacbd\ud5d8\uc744 \ucc3d\ucd9c\ud560 \uc218 \uc788\ub3c4\ub85d \uc9c0\uc6d0\ud569\ub2c8\ub2e4.<\/p>\n<p>\uc608\ub97c \ub4e4\uba74 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<ol>\n<li>\uc6f9 \uc2a4\ub9c8\ud2b8 \uac80\uc0c9\uc744 \uc0ac\uc6a9\ud55c \uc790\ub3d9 \uc644\uc131 \uae30\ub2a5 \uc9c0\uc6d0 \ubc0f \uac00\uc7a5 \uc790\uc8fc \ubb3b\ub294 \uc9c8\ubb38 \ud655\uc778<\/li>\n<li>\ub514\uc9c0\ud138 IVA\ub97c \ud1b5\ud55c \uc778\ud130\ub799\ud2f0\ube0c \uc2dc\uac01 \uc815\ubcf4 \uc804\ub2ec<\/li>\n<li>\uc74c\uc131 IVA\ub97c \ud1b5\ud55c \uc720\uc6a9\ud55c \uc548\ub0b4 \uc81c\uacf5<\/li>\n<li>\uace0\uac1d\uacfc \ub300\ud654\ud558\ub294 \uc634\ub2c8\ucc44\ub110 \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc0c1\ud669\uc5d0 \ub9de\ub294 \uc815\ubcf4 \uc989\uc2dc \uc804\ub2ec<\/li>\n<\/ol>\n<p>\uc774\ub7ec\ud55c \uc720\ud615\uc758 \ubbfc\ucca9\uc131\uc744 \uac00\uc9c0\ub824\uba74 \ub2e4\uc591\ud55c \uc6a9\ub3c4 \ub610\ub294 \ubcc0\ud615\uc744 \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 \uc9c0\uc2dd\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \ud558\ub098\uc758 \uc9c0\uc2dd\uc774 \ub2e4\uc591\ud55c \uc0ac\uc6a9\uc790\uc5d0\uac8c \uc5ec\ub7ec \uac00\uc9c0 \ubc29\ubc95\uc73c\ub85c \ud45c\uc2dc\ub418\uc5b4\uc57c \ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubbfc\ucca9\uc131\uc744 \uac16\ucd94\ub824\uba74 \uc778\ud154\ub9ac\uc804\uc2a4\uac00 \uc801\uc751\ub825\uc744 \uac16\ucdb0\uc57c \ud569\ub2c8\ub2e4. AI\ub294 \ub300\ud654 \uc678\uc5d0\ub3c4 \uc778\ud130\ub799\uc158\uc758 \ud50c\ub85c\uc6b0 \ubc29\uc2dd\uc744 \uad00\ub9ac\ud558\ub294 \uc5c4\uaca9\ud55c \uaddc\uce59\uc744 \ub300\uccb4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc778\ud130\ub799\uc158\uc744 \uc704\ud55c \uc778\ud154\ub9ac\uc804\uc2a4\ub294 \uc774\ubbf8 \uc874\uc7ac\ud569\ub2c8\ub2e4. \ubaa8\ub4e0 \uc131\uacf5\uc801\uc778 \uc778\ud130\ub799\uc158\uc740 \ubc30\uc6c0\uc758 \uae30\ud68c\uc785\ub2c8\ub2e4. AI\ub97c \ud1b5\ud574 \ub77c\uc6b0\ud305 \uc804\ub7b5\uc744 \ucc3e\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uaddc\uce59 \ubc1c\uacac\uc740 AI \ubbfc\ucca9\uc131\uc758 \ud575\uc2ec<\/h2>\n<p>\uc560\uc790\uc77c\uc740 \uc0c1\ud669\uc744 \ube60\ub974\uac8c \uc77d\uace0 \uadf8\uc5d0 \ub530\ub77c \ub300\uc751\ud560 \uc218 \uc788\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. AI\ub97c \uc0ac\uc6a9\ud558\uba74 \uaddc\uce59\uc740 &#8216;\uac15\uc694&#8217;\ub418\ub294 \uac83\uc774 \uc544\ub2c8\ub77c \u2018\ubc1c\uacac\u2019\ub429\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uc608\uce21 \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 AI\uac00 \uae30\uc874 \ub300\ud654\ub97c \ubc14\ud0d5\uc73c\ub85c \ubc1c\uacac\ud55c \uaddc\uce59\uc744 \uae30\ubc18\uc73c\ub85c \ud569\ub2c8\ub2e4. \ub9c8\ucc2c\uac00\uc9c0\ub85c IVA\ub294 \uc774\ubbf8 \uc77c\uc5b4\ub09c \ub300\ud654\ub97c \uae30\ubc18\uc73c\ub85c \ud559\uc2b5\ud569\ub2c8\ub2e4. \ubbfc\ucca9\uc131\uc758 \ud575\uc2ec\uc740 \ub370\uc774\ud130\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc758\uc0ac \uacb0\uc815\uc744 \uc548\ub0b4\ud558\ub294 \uac83\uc785\ub2c8\ub2e4. \ucea1\ucc98\ub418\ub294 \ub370\uc774\ud130\uc758 \uc591\uc774 \uc99d\uac00\ud558\uace0 \ud1b5\uc81c\uac00 \uc5b4\ub824\uc6cc\uc9d0\uc5d0 \ub530\ub77c \uae30\uc874\uc758 \ubd84\uc11d \ubc0f \ubcf4\uace0 \ud504\ub85c\uc138\uc2a4\ub294 \ud574\ub2f5\uc744 \ucc3e\ub294 \ub370 \ub108\ubb34 \uc624\ub79c \uc2dc\uac04\uc774 \uac78\ub9bd\ub2c8\ub2e4. AI\ub294 \ub300\ub7c9\uc758 \ub370\uc774\ud130\ub97c \ucc98\ub9ac\ud560 \uc218 \uc788\uc73c\uba70, \ub2e4\uc74c \uc791\uc5c5\uc774 \uac00\ub2a5\ud569\ub2c8\ub2e4.<\/p>\n<ol>\n<li>\ub370\uc774\ud130\ub97c \uc138\uadf8\uba3c\ud2b8 \ubc0f \uc694\uc18c\ub85c \uad6c\uc131<\/li>\n<li>\uc77c\ubc18\uc801 \ubc0f \ube44\uc77c\ubc18\uc801(\uc774\uc0c1\uce58) \ud328\ud134 \uc2dd\ubcc4<\/li>\n<li>\uc6d0\ud558\ub294 \ud328\ud134 \ub610\ub294 \uacb0\uacfc\ub97c \uae30\ubc18\uc73c\ub85c \ubaa8\ub378 \uc0dd\uc131<\/li>\n<li>\uacb0\uacfc \uc608\uce21(\uc22b\uc790, \ub2e8\uc5b4, \ubb38\uc7a5)<\/li>\n<\/ol>\n<p>\uaddc\uce59\uc774 \ubc1c\uacac\ub418\uba74 \ub2e4\uc74c\uacfc \uac19\uc740 \ubc29\ubc95\uc744 \ud1b5\ud574 \uc801\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ol>\n<li><strong>\ubd07:<\/strong> \ubd07\uc740 \ub300\ud654\ud615 \ub370\uc774\ud130\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc9c8\ubb38\uc5d0 \uc751\ub2f5\ud558\uace0 \uc791\uc5c5\uc744 \uc218\ud589\ud558\ub3c4\ub85d \uad50\uc721\uc744 \ubc1b\uc2b5\ub2c8\ub2e4. \uaddc\uce59\uc740 \ubc1c\uc5b8(\uc0ac\ub78c\ub4e4\uc758 \ub9d0)\uacfc \uc758\ub3c4(\uc0ac\ub78c\ub4e4\uc774 \uc758\ubbf8\ud558\ub294 \uac83)\ub85c \uad6c\uc131\ub429\ub2c8\ub2e4.<\/li>\n<li><strong>\uc608\uce21 \uae30\ubc18 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8:<\/strong> \uc608\uce21 \uae30\ubc18 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\ub294 \ud589\ub3d9 \uc774\ub825\uc744 \uae30\ubc18\uc73c\ub85c \uacb0\uacfc\ub97c \uc608\uce21\ud558\uc5ec \ub2e4\uc74c\uc73c\ub85c \uac00\ub2a5\uc131 \uc788\ub294 \ud589\ub3d9 \uc81c\uc548\ud558\uac70\ub098 \ub300\ud654\ub97c \ub9de\ucda4\ud654\ud569\ub2c8\ub2e4.<\/li>\n<li><strong>\uc608\uce21 \uae30\ubc18 \ub77c\uc6b0\ud305:<\/strong> \uc608\uce21 \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 KPI\ub97c \ucd5c\uc801\ud654\ud558\ub294 \ub77c\uc6b0\ud305 \uaddc\uce59\uc744 \ud30c\uc545\ud558\uace0 \uc801\uc6a9\ud569\ub2c8\ub2e4.<\/li>\n<\/ol>\n<h2>\uace0\uac1d \uacbd\ud5d8\uc758 \ubbfc\ucca9\uc131 \uc720\uc9c0<\/h2>\n<p>\ubbfc\ucca9\uc131\uc744 \uc720\uc9c0\ud558\ub294 \uc77c\uc740 \ub54c\ub85c\ub294 \ubbfc\ucca9\uc131\uc744 \ub2ec\uc131\ud558\ub294 \uac83\ubcf4\ub2e4 \uc5b4\ub835\uc2b5\ub2c8\ub2e4. \ud504\ub85c\uc138\uc2a4\uc5d0 \uad00\uc5ec\ud558\ub294 \ubaa8\ub4e0 \uc0ac\ub78c\ub4e4\uc758 \uacbd\uacc4\uc2ec, \ub370\uc774\ud130, \ubd84\uc11d, \uadf8\ub9ac\uace0 \uc131\uc7a5\ud558\ub824\ub294 \ub9c8\uc74c\uac00\uc9d0\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc5d0\uc11c \ubbfc\ucca9\uc131\uc740 \uace0\uac1d\uacfc \uc5f0\uacb0\ud558\uace0 \uc9c1\uc6d0\uc758 \ucc38\uc5ec\ub97c \uc720\ub3c4\ud558\ub294 \uc0c8\ub85c\uc6b4 \ubc29\ubc95\uc744 \uc2e4\ud5d8\ud558\uace0, AI\ub97c \ub2e8\uc21c\ud55c \uac00\uc18d\uc7a5\uce58\uac00 \uc544\ub2cc \ud30c\ud2b8\ub108\ub85c\uc11c \uc628\uc804\ud788 \ubc1b\uc544\ub4e4\uc774\ub294 \uc758\uc9c0\ub97c \uc758\ubbf8\ud569\ub2c8\ub2e4. <a href=\"https:\/\/www.genesys.com\/ko-kr\/capabilities\/chatbots\" target=\"_blank\" rel=\"noopener\">\ud734\uba3c \ud130\uce58\ub85c \ub354 \ub098\uc740 AI \uae30\ubc18 \uacbd\ud5d8 \ucc3d\ucd9c<\/a>\uc744 \uc704\ud574 Genesys AI\ub85c \ubb34\uc5c7\uc744 \ud560 \uc218 \uc788\ub294\uc9c0 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uc138\uc694.[\/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]2023\ub144 \ud604\uc7ac, \u2018\uc560\uc790\uc77c(Agile)\u2019\uc774\ub77c\ub294 \uc8fc\uc81c\ub294 \ub2e4\uc18c \uc608\uc2a4\ub7fd\uac8c \ub4e4\ub9b4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc220\uc744 \uad6c\ucd95, \uac1c\ubc1c, \uc0ac\uc6a9\ud558\ub294 \uc0ac\ub78c\ub4e4\uc744 \uc704\ud55c \uc560\uc790\uc77c \ucc44\ud0dd \uc6b4\ub3d9\uc744 \ucd09\ubc1c\ud55c \uc560\uc790\uc77c \ub9e4\ub2c8\ud398\uc2a4\ud1a0\uac00 \uc791\uc131\ub41c \uac83\uc740 2001\ub144\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ub85c\ubd80\ud130 20\ub144\uc774 \uc9c0\ub0ac\uc9c0\ub9cc \uc774 \uc120\uc5b8\ubb38\uc740 \uc9c0\uae08\ub3c4 \uc5ec\uc804\ud788 \uc758\ubbf8\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \ubd84\uc57c\uc5d0\uc11c \uc77c\ud558\ub294 \uc9c1\uc6d0\ub4e4\uc5d0\uac8c \uc560\uc790\uc77c\uc740 \uc120\ud0dd\uc774 \uc544\ub2cc \ud544\uc218\uc785\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8 \uae30\uc220\uc774 \ubcc0\ub355\uc2a4\ub7ec\uc6b4 \uc18c\ube44\uc790\ub97c \ub9cc\uc871\uc2dc\ud0a4\uc9c0 \ubabb\ud558\uba74 \uace0\uac1d\uc740 \ubbf8\ub828 \uc5c6\uc774 \ub2e4\ub978 \uacf3\uc73c\ub85c 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