{"id":613125,"date":"2026-02-19T07:48:02","date_gmt":"2026-02-19T15:48:02","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions"},"modified":"2026-02-05T23:08:24","modified_gmt":"2026-02-06T07:08:24","slug":"route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/route-customers-to-the-right-agent-the-first-time-with-rule-based-decisions","title":{"rendered":"\ub8f0 \uae30\ubc18 \uc758\uc0ac\uacb0\uc815\uc73c\ub85c \uc0c1\ub2f4\uc0ac \ub9e4\uce6d \uc790\ub3d9\ud654"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\ub9ce\uc740 \uacf5\uae09\uc5c5\uccb4\ub4e4\uc774 \uc5d0\uc774\uc804\ud2f1 AI\uac00 \ubaa8\ub4e0 \uac83\uc744 \ucc98\ub9ac\ud574\uc904 \uac83\uc774\ub77c\uace0 \ub9d0\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ud604\uc2e4\uc740 \ub2e4\ub985\ub2c8\ub2e4. ‘\uc5d0\uc774\uc804\ud2b8’\uac00 \uc778\ud130\ub799\uc158\uc744 \uc5b4\ub514\ub85c \ubcf4\ub0b4\uc57c \ud560\uc9c0 \ubaa8\ub978\ub2e4\uba74, \uc798\ubabb\ub41c \uacb0\uacfc\ub9cc\uc744 \ub354 \ube60\ub974\uac8c \ub9cc\ub4e4\uc5b4\ub0bc \ubfd0\uc785\ub2c8\ub2e4. \uadf8\ub85c \uc778\ud574 \uace0\uac1d\uc740 \uc88c\uc808\ud558\uac8c \ub429\ub2c8\ub2e4.<\/span><\/p>\n

\uc18c\ube44\uc790\ub4e4\uc740 \uc790\uc2e0\uc774 \uc120\ud0dd\ud55c \ucc44\ub110\uc5d0\uc11c \uc6d0\ud558\ub294 \uc2dc\uac04\uc5d0 \ub9e4\ub044\ub7fd\uac8c \uc18c\ud1b5\ud558\uae30\ub97c \ubc14\ub78d\ub2c8\ub2e4. “<\/span>\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/span><\/a>” \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74, \uc124\ubb38\uc5d0 \uc751\ud55c \uc18c\ube44\uc790\uc758 97%\ub294 ‘\ub9e5\ub77d\uc744 \uc783\uc9c0 \uc54a\uace0 \ucc44\ub110\uc744 \uc804\ud658\ud558\ub294 \uac83\uc774 \uc911\uc694\ud558\ub2e4’\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc, CX \ub9ac\ub354\uc758 \ub2e8 16%\ub9cc\uc774 \uc774\ub97c \uc9c0\uc6d0\ud558\uae30 \uc704\ud574 ‘\uc644\uc804\ud788 \ud1b5\ud569\ub41c \uae30\uc220\uacfc \ub370\uc774\ud130\ub97c \uac16\ucd98 \uba40\ud2f0 \ucc44\ub110\uc744 \uc81c\uacf5\ud55c\ub2e4’\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

Genesys Cloud\u2122 \ud50c\ub7ab\ud3fc<\/a>\uc758 \ub8f0(\uaddc\uce59) \uae30\ubc18 \uc758\uc0ac\uacb0\uc815(Rule-Based Decisions, RDB)\uc744 \uc0ac\uc6a9\ud558\uba74 \uace0\uac1d\uc744 \ucc98\uc74c\ubd80\ud130 \uc801\ud569\ud55c \uc0c1\ub2f4\uc0ac(\uc778\uac04 \ub610\ub294 AI)\uc5d0\uac8c \uc5f0\uacb0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uaddc\uce59 \uae30\ubc18 \uc758\uc0ac\uacb0\uc815\uc740 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc744 \uc704\ud55c \u2018\uc2a4\ub9c8\ud2b8 \uad50\ud1b5 \uad00\uc81c \uc2dc\uc2a4\ud15c\u2019\uacfc\ub3c4 \uac19\uc2b5\ub2c8\ub2e4. \uae30\uc5c5\uc774 \uc815\ud55c \uaddc\uce59\uc5d0 \ub530\ub77c \uac01 \uace0\uac1d\uc758 \uc694\uccad\uc744 \uc5b4\ub514\ub85c \ubcf4\ub0b4\uc57c \ud560\uc9c0 \uacb0\uc815\ud558\uace0, \uace0\uac1d\uc744 \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 \ucd5c\uc801\uc758 \uc2a4\ud0ac\uc744 \uac16\ucd98 \uc0c1\ub2f4\uc0ac \ub610\ub294 \ub300\uae30\uc5f4\ub85c \uc989\uc2dc \ubcf4\ub0c5\ub2c8\ub2e4.<\/span><\/p>\n

\ucf54\ub529\uc774\ub098 \ubcf5\uc7a1\ud55c \uc124\uc815 \uc5c6\uc774, \uae30\uc874 \uc804\ub7b5\uc774 \uc6d0\ud65c\ud558\uac8c \uc791\ub3d9\ud558\ub3c4\ub85d \ubc31\uadf8\ub77c\uc6b4\ub4dc\uc5d0\uc11c \uc791\ub3d9\ud569\ub2c8\ub2e4. \uace0\uac1d\uc774 \uc5b4\ub5a4 \ucc44\ub110\uc744 \uc0ac\uc6a9\ud558\ub4e0 \ubaa8\ub4e0 \uac83\uc774 \uccb4\uacc4\uc801\uc774\uace0, \uc77c\uad00\ub418\uba70, \uc644\ubcbd\ud558\uac8c \ud1b5\uc81c\ub429\ub2c8\ub2e4.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc5d0\uc774\uc804\ud2f1 AI\ub294 \ub354 \ube60\ub974\uac8c \ucd94\uce21\ud560 \ubfd0 \uc758\uc0ac\uacb0\uc815\uc744 \ud558\uc9c0\ub294 \uc54a\uc2b5\ub2c8\ub2e4. Genesys Cloud\uc758 \uaddc\uce59 \uae30\ubc18 \uacb0\uc815\uc740 \uace0\uac1d\uc758 \uc758\ub3c4\ub97c \uc5b8\uc81c\ub098 \ucd5c\uc801\uc758 \ubaa9\uc801\uc9c0\ub85c \uc548\ub0b4\ud569\ub2c8\ub2e4.<\/em><\/h2>\n

[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc9c0\ub2a5\uc801\uc778 \ub77c\uc6b0\ud305\uc774 \ud544\uc694\ud55c \uc774\uc720<\/span><\/h2>\n

\uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\ub294 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ubcf5\uc7a1\ud574\uc84c\uc2b5\ub2c8\ub2e4. \uc0c8\ub85c\uc6b4 \ucc44\ub110, \uae00\ub85c\ubc8c \uace0\uac1d, \ub354 \ube68\ub77c\uc9c4 \ud601\uc2e0 \uc8fc\uae30\ub85c \uc778\ud574, \uae30\uc5c5\uc740 \ub354 \uc774\uc0c1 \uc784\uc2dc\ubc29\ud3b8\uc801\uc778 \uacb0\uc815\uc774\ub098 \uc218\ub3d9\uc801\uc778 \uc5d0\uc2a4\uceec\ub808\uc774\uc158\uc5d0 \uc758\uc874\ud574\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. \ub8f0(\uaddc\uce59) \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 \ubcc0\ud654\ud558\ub294 \uace0\uac1d \uae30\ub300\uc5d0 \ub300\uc751\ud560 \uc218 \uc788\ub294 \uad6c\uc870\uc640 \uc81c\uc5b4\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. <\/span><\/p>\n

\uc9c0\ub2a5\uc801\uc778 \ub77c\uc6b0\ud305\uc774 \ud544\uc694\ud55c \ubc30\uacbd\uacfc \uc774\uc720\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

    \n
  1. \uace0\uac1d \uc811\uc810\uc758 \ucd5c\uc804\uc120\uc774 \ub41c AI<\/b><\/li>\n<\/ol>\n

    \ubd07, \uac00\uc0c1 \uc5b4\uc2dc\uc2a4\ud134\ud2b8, \uc140\ud504 \uc11c\ube44\uc2a4 \ud3ec\ud138 \ub4f1 \ubb34\uc5c7\uc744 \ud1b5\ud558\ub4e0, \uc790\ub3d9\ud654\ub294 \uace0\uac1d\uc774 \uac00\uc7a5 \uba3c\uc800 \ub9c8\uc8fc\ud558\ub294 \uc811\uc810\uc774 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ucc98\ub7fc \ub2e4\uc591\ud55c \uc9c4\uc785 \uc9c0\uc810\uc774 \uc788\ub294 \uc0c1\ud669\uc5d0\uc11c\ub294 \uc5b8\uc81c \uc5b4\ub5bb\uac8c \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc5f0\uacb0\ud574\uc57c \ud558\ub294\uc9c0\uc5d0 \ub300\ud55c \uba85\ud655\ud558\uace0 \uc77c\uad00\ub41c \uaddc\uce59\uc774 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uaddc\uce59 \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 \ubaa8\ub4e0 \uace0\uac1d\uc744 \uc62c\ubc14\ub978 \ubaa9\uc801\uc9c0\ub85c \uc6d0\ud65c\ud558\uac8c \uc548\ub0b4\ud569\ub2c8\ub2e4.<\/span><\/p>\n

      \n
    1. \uac70\ubc84\ub10c\uc2a4 \ubc0f \uaddc\uc815 \uc900\uc218<\/b><\/li>\n<\/ol>\n

      \uc758\uc0ac\uacb0\uc815\uc758 \ucd94\uc801\uc131, \uc124\uba85 \uac00\ub2a5\uc131, \ucc45\uc784\uc131\uc5d0 \ub300\ud55c \uc694\uad6c\uac00 \uc99d\uac00\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \ubaa8\ub4e0 \uacb0\uc815\uc740 \uac80\uc99d\ub418\uace0 \ud1b5\uc81c\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4. \ubb3c\ub860, \uc774 \uacfc\uc815\uc5d0\uc11c \ube44\uc988\ub2c8\uc2a4 \uc18d\ub3c4\uac00 \ubc29\ud574\ub418\uc5b4\uc11c\ub3c4 \uc548 \ub429\ub2c8\ub2e4. \ub77c\uc6b0\ud305 \uaddc\uce59\uc740 \uc774\ub97c \uac00\ub2a5\ud558\uac8c \ud569\ub2c8\ub2e4. \uac10\uc0ac \ubc0f \uc870\uc815\uc774 \uac00\ub2a5\ud558\uace0 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ud22c\uba85\ud55c \ud504\ub808\uc784\uc6cc\ud06c\ub97c \uc81c\uacf5\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/span><\/p>\n

        \n
      1. \ube60\ub978 \ubcc0\ud654<\/b><\/li>\n<\/ol>\n

        \uc2dc\uc7a5\uc740 \ubb3c\ub860 \uace0\uac1d\uc758 \uae30\ub300 \ub610\ud55c \ube60\ub974\uac8c \ubcc0\ud654\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ube44\uc988\ub2c8\uc2a4 \ud300\uc740 IT \ubd80\uc11c\uc758 \ub3c4\uc6c0 \uc5c6\uc774 \uc790\uc2e0\uc758 \ud544\uc694\uc5d0 \ub530\ub77c \ubcc0\uacbd \uc0ac\ud56d\uc744 \uc2e0\uc18d\ud558\uac8c \uc801\uc6a9\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uaddc\uce59 \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 \ubcc0\ud654 \uc18d\ub3c4\uc5d0 \ubc1c\ub9de\ucdb0 \uc801\uc751\ud558\uace0, \uc9c1\uc811 \uc5c5\ub370\uc774\ud2b8\ud558\uace0, \ud2b8\ub80c\ub4dc\uc5d0 \uc2e4\uc2dc\uac04\uc73c\ub85c \ub300\uc751\ud558\uba70, \uace0\uac1d \uc5ec\uc815\uc774 \ubcc0\ud654\ud558\ub294 \uc694\uad6c\uc5d0 \ubd80\ud569\ud558\ub3c4\ub85d \uc9c0\uc6d0\ud569\ub2c8\ub2e4.<\/span><\/p>\n

          \n
        1. \uae00\ub85c\ubc8c \uace0\uac1d \uc11c\ube44\uc2a4<\/b><\/li>\n<\/ol>\n

          \uace0\uac1d\uc740 \uc790\uc2e0\uc758 \uc5b8\uc5b4\uc640 \ucee8\ud14d\uc2a4\ud2b8\ub97c \ubc14\ud0d5\uc73c\ub85c \uc774\ud574\ubc1b\uae30\ub97c \uae30\ub300\ud569\ub2c8\ub2e4. \uaddc\uce59 \uae30\ubc18 \ub77c\uc6b0\ud305\uc740 \uc5b8\uc5b4, \uc9c0\uc5ed, \uc2a4\ud0ac\uc744 \uae30\ubc18\uc73c\ub85c \uace0\uac1d \uc778\ud130\ub799\uc158\uc744 \uc5f0\uacb0\ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc804 \uc138\uacc4 \ubaa8\ub4e0 \uace0\uac1d\uc774 \ucd5c\uc801\uc758 \uc0c1\ub2f4\uc0ac\uc640 \uc18c\ud1b5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

          \uc911\uc559\uc9d1\uc911\uc2dd CX\ub97c \uc704\ud55c \ub8f0\uae30\ubc18 \uc758\uc0ac\uacb0\uc815<\/span><\/h2>\n

          \ub8f0 \uae30\ubc18 \uc758\uc0ac\uacb0\uc815\uc740 Genesys Cloud\uc5d0 \uc911\uc559 \uc9d1\uc911\uc2dd \uc758\uc0ac\uacb0\uc815 \uacc4\uce35\uc744 \ub9cc\ub4ed\ub2c8\ub2e4. \ub530\ub77c\uc11c \uc870\uc9c1\uc740 \ub77c\uc6b0\ud305\uc744 \ud558\uae30 \uc804\uc5d0 \ube44\uc988\ub2c8\uc2a4 \uaddc\uce59\uc744 \uc801\uc6a9\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>\uc880 \ub354 \uc27d\uac8c \ub9d0\ud558\uba74, \ub8f0 \uae30\ubc18 \uc758\uc0ac\uacb0\uc815\uc740 \uac01 \uc0c1\ud638\uc791\uc6a9\uc744 \uc2e4\uc2dc\uac04\uc73c\ub85c \ud3c9\uac00\ud558\uc5ec \uc62c\ubc14\ub978 \ubaa9\uc801\uc9c0(\ub300\uae30\uc5f4, \uc2a4\ud0ac \ub4f1)\ub97c \uc120\ud0dd\ud569\ub2c8\ub2e4. \uadf8 \ud6c4 \ubd88\uc2a4\uc544\uc774(\ub2e8\uacc4\ubcc4 \ud0c0\uac9f \ud655\uc7a5), \ub77c\uc6b4\ub4dc \ub85c\ube48(\uc21c\ubc88\uc81c), \uc120\ud638 \uc0c1\ub2f4\uc0ac \uae30\uc900 \ub4f1 \uae30\uc874 \ub77c\uc6b0\ud305 \uc804\ub7b5\uc73c\ub85c \uc804\ub2ec\ud558\uc5ec \ucc98\ub9ac\ud569\ub2c8\ub2e4.<\/span><\/p>\n

          \ucc28\ubcc4\uc131<\/b><\/p>\n