{"id":616206,"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":"2026-02-27T02:41:06","modified_gmt":"2026-02-27T10:41:06","slug":"from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/from-conversation-to-resolution-genesys-cloud-agentic-virtual-agent","title":{"rendered":"\ub300\ud654\uc5d0\uc11c \ubb38\uc81c \ud574\uacb0\uae4c\uc9c0: Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]AI\uac00 \ub2e8\uc21c\ud55c \ub300\ud654\ub97c \ub118\uc5b4 \uc2e4\uc81c \uc5c5\ubb34\ub97c \uc218\ud589\ud558\ub294 \u2018\ucc28\uc138\ub300 \uace0\uac1d \uacbd\ud5d8(CX) \uc790\ub3d9\ud654\u2019\uac00 \ub4dc\ub514\uc5b4 \uc2dc\uc791\ub418\uc5c8\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uae30\uc5c5\ub4e4\uc740 \uc9c0\ub09c \uc218\ub144 \uac04 \uc140\ud504\uc11c\ube44\uc2a4\uc5d0 \ub9c9\ub300\ud55c \ud22c\uc790\ub97c \ud574\uc654\uc2b5\ub2c8\ub2e4. \uadf8\ub85c \uc778\ud574 \ub300\ud654\uc758 \uc9c8\uc774 \ub208\uc5d0 \ub744\uac8c \ud5a5\uc0c1\ub418\uc5c8\uc9c0\ub9cc, \uc2e4\uc81c \uc131\uacfc\ub294 \uae30\ub300\uc5d0 \ubbf8\uce58\uc9c0 \ubabb\ud588\uc2b5\ub2c8\ub2e4. \uae00\ub85c\ubc8c \uc2dc\uc7a5 \uc870\uc0ac \uae30\uad00 Gartner\u00ae<\/sup>\uc5d0 \ub530\ub974\uba74, \uc140\ud504\uc11c\ube44\uc2a4 \uc131\uacf5\ub960\uc740 \ud3c9\uade0 22%\uc5d0 \ubd88\uacfc\ud55c \ubc18\uba74, CX \ub9ac\ub354\uc758 \uac70\uc758 \uc808\ubc18\uc774 2026\ub144 3\ub300 \uc6b0\uc120\uc21c\uc704\ub85c \u2018\uc140\ud504\uc11c\ube44\uc2a4 \uac1c\uc120\u2019\uc744 \uaf3d\uc558\uc2b5\ub2c8\ub2e4. \u00b9<\/sup> <\/span><\/p>\n

\uc774\ub7ec\ud55c \ucc28\uc774\ub294 \ub178\ub825\uc758 \ubb38\uc81c\ub77c\uae30\ubcf4\ub2e4 \uc5ed\ub7c9\uc758 \ud55c\uacc4\ub97c \ubcf4\uc5ec\uc90d\ub2c8\ub2e4. <\/span><\/p>\n

\ud604\uc7ac, \ub300\ubd80\ubd84\uc758 AI \uc0c1\ub2f4\uc0ac\ub294 \uacb0\uacfc\ubcf4\ub2e4\ub294 \ub300\ud654\uc5d0 \ucd5c\uc801\ud654\ub418\uc5b4 \uc788\uc2b5\ub2c8\ub2e4. \uc9c8\ubb38\uc5d0\ub294 \uc798 \ub2f5\ud558\uc9c0\ub9cc, \uc5ec\ub7ec \ub2e8\uacc4\uc758 \uc791\uc5c5\uc774 \ud544\uc694\ud558\uac70\ub098, \uc2dc\uc2a4\ud15c \uac04 \uc870\uc815\uc774 \uc694\uad6c\ub418\uac70\ub098, \uc870\uac74 \ub610\ub294 \uc0c1\ud669 \ubcc0\ud654\uc5d0 \uc2e0\uc18d\ud788 \ub300\uc751\ud574\uc57c \ud558\ub294 \uc694\uccad\uc5d0\ub294 \uc5b4\ub824\uc6c0\uc744 \uacaa\uc2b5\ub2c8\ub2e4. \ubcf5\uc7a1\uc131\uc774 \uc99d\uac00\ud560\uc218\ub85d \uace0\uac1d \uacbd\ud5d8\uc740 \ubb34\ub108\uc9c0\uba70, \uacb0\uad6d \ud574\uacb0\ucc45\uc774 \uc5c6\ub294 \ub9c9\ub2e4\ub978 \uae38\ub85c \uace0\uac1d\uc744 \uc778\ub3c4\ud558\uac70\ub098, \ubc18\ubcf5\uc801\uc778 \uc124\uba85\ub9cc \ub418\ud480\uc774\ud558\uac70\ub098, \ubd88\ud544\uc694\ud55c \uc0c1\ub2f4\uc0ac \uc5f0\uacb0\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4. <\/span><\/p>\n

Genesys\ub294 \uc774\ub7ec\ud55c \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \ud601\uc2e0\uc801\uc778 \ud574\ubc95\uc744 \uc81c\uc2dc\ud569\ub2c8\ub2e4. \uc5d4\ud130\ud504\ub77c\uc774\uc988 CX\ub97c \uc704\ud55c \uc5c5\uacc4 \ucd5c\ucd08\uc758 \u2018\uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac(Agentic Virtual Agent)\u2019\uac00 \ubc14\ub85c \uadf8\uac83\uc785\ub2c8\ub2e4. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc0c8\ub85c\uc6b4 \ubc29\ubc95\uc758 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 <\/span><\/h2>\n

Genesys Cloud\u2122 \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac<\/a>\ub294 \ub300\uaddc\ubaa8 \ud589\ub3d9 \ubaa8\ub378(LAM)\uc744 \uae30\ubc18\uc73c\ub85c, \uace0\uac1d \uc694\uccad\uc744 \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \ubc29\uc2dd\uc73c\ub85c \ud574\uacb0\ud558\ub3c4\ub85d \uc124\uacc4\ub41c \uc5c5\uacc4 \ucd5c\ucd08\uc758 \uc5d4\ud130\ud504\ub77c\uc774\uc988 CX\uc6a9 \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\uc785\ub2c8\ub2e4. <\/span><\/p>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \uc774\ud574\ud558\uace0, \ucd5c\uc120\uc758 \ub2e4\uc74c \ub2e8\uacc4\ub97c \uacb0\uc815\ud558\uba70, \ud504\ub860\ud2b8\uc640 \ubc31\uc624\ud53c\uc2a4 \uc2dc\uc2a4\ud15c \uc804\ubc18\uc5d0\uc11c \uc548\uc804\ud558\uac8c \uc791\uc5c5\uc744 \uc2e4\ud589\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774 \ubaa8\ub450\ub294 \ub2e8\uc77c\ud558\uace0 \ub9e4\ub044\ub7ec\uc6b4 \uc0c1\ud638\uc791\uc6a9 \uc548\uc5d0\uc11c \uc774\ub8e8\uc5b4\uc9d1\ub2c8\ub2e4. \ub2e8\uc21c\ud788 \uc9c8\ubb38\uc5d0 \ubc18\uc751\ud558\ub294 \uc140\ud504\uc11c\ube44\uc2a4\uc5d0\uc11c \uc790\uc728\uc801\uc774\uace0 \uc131\uacfc \uc911\uc2ec\uc758 \uace0\uac1d \ucc38\uc5ec\ub85c\uc758 \uc804\ud658\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \ub610\ud55c \uace0\uac1d\uc758 \ub178\ub825\uc744 \uc904\uc774\uace0, \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uac1c\uc120\ud558\uba70, \uae30\uc5c5 \uc804\ubc18\uc5d0\uc11c \uc548\uc815\uc801\uc73c\ub85c \ud655\uc7a5\ud560 \uc218 \uc788\ub3c4\ub85d \uc124\uacc4\ub418\uc5c8\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\ub294 \ub2e8\uc21c\ud788 \ub354 \uc2a4\ub9c8\ud2b8\ud574\uc9c4 \ucc57\ubd07\uc774 \uc544\ub2d9\ub2c8\ub2e4. \uace0\uac1d \uc5c5\ubb34\ub97c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\ub294 \uc0c8\ub85c\uc6b4 \ubc29\ubc95\uc785\ub2c8\ub2e4. <\/span><\/p>\n

\uc2e4\uc81c\ub85c, Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d\uc744 \ub2e4\ub978 \ub2f4\ub2f9\uc790\uc5d0\uac8c \uc5f0\uacb0\ud558\uac70\ub098 \ub2f5\ubcc0\ud558\ub294 \uac83\uc5d0\uc11c \ubc97\uc5b4\ub098, \uc219\ub828\ub41c \uc0c1\ub2f4\uc0ac\ucc98\ub7fc \ub2e4\ub2e8\uacc4 \uc694\uccad\uc744 \ucc98\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/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

\ub300\ud654\ub9cc\uc73c\ub85c\ub294 \ucda9\ubd84\ud558\uc9c0 \uc54a\uc740 \uc774\uc720 <\/span><\/h2>\n

\ub300\uaddc\ubaa8 \uc5b8\uc5b4 \ubaa8\ub378(LLM)<\/a>\uc740 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\uc758 \uc758\uc0ac\uc18c\ud1b5 \ubc29\uc2dd\uc744 \ud68d\uae30\uc801\uc73c\ub85c \uac1c\uc120\ud588\uc2b5\ub2c8\ub2e4. \uacfc\uac70\uc758 \uc2a4\ud06c\ub9bd\ud2b8 \uae30\ubc18 \ubd07\ubcf4\ub2e4 \ub354 \uc790\uc5f0\uc2a4\ub7fd\uace0, \uc720\uc5f0\ud558\uba70, \ubab0\uc785\uac10\uc774 \ub192\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\ud558\uc9c0\ub9cc \uae30\uc5c5\uc758 \ud1b5\uc81c \ud558\uc5d0\uc11c \uc608\uce21 \uac00\ub2a5\ud558\uace0 \uc77c\uad00\ub418\uac8c \ud589\ub3d9\uc744 \uc218\ud589\ud558\ub3c4\ub85d \uc124\uacc4\ub418\uc9c0\ub294 \uc54a\uc558\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uacb0\uc815\ub860\uc801 \uc2e4\ud589, \uc7a5\uae30 \uc2e4\ud589 \uc6cc\ud06c\ud50c\ub85c\uc6b0, \uadf8\ub9ac\uace0 \ube44\uc988\ub2c8\uc2a4 \uaddc\uce59, \uc815\ucc45, \uc2dc\uc2a4\ud15c \uc0c1\ud0dc\uac00 \uc5b8\uc5b4\ub9cc\ud07c\uc774\ub098 \uc911\uc694\ud55c \uc0c1\ud669\uc5d0\uc11c\ub294 \uc5b4\ub824\uc6c0\uc744 \uacaa\uc2b5\ub2c8\ub2e4. \uadf8 \uacb0\uacfc, \ub9ce\uc740 LLM \uae30\ubc18 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \ud45c\uba74\uc801\uc73c\ub85c\ub294 \uc798 \uc791\ub3d9\ud558\uc9c0\ub9cc \uc2e4\uc81c \uc870\uce58\uac00 \ud544\uc694\ud560 \ub54c\ub294 \uc2e4\ud328\ud558\uace0 \ub9d9\ub2c8\ub2e4. <\/span><\/p>\n

\uc5d4\ud130\ud504\ub77c\uc774\uc988 CX\uc5d0\ub294 \ub2e8\uc21c\ud55c \uc751\ub2f5 \uc774\uc0c1\uc758 \uac83\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uc608\uce21 \uac00\ub2a5\ud55c \uc2e4\ud589, \uac70\ubc84\ub10c\uc2a4, \ud1b5\uc81c<\/a>\uac00 \ud568\uaed8\ud574\uc57c \ud569\ub2c8\ub2e4. <\/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\uacfc \ud568\uaed8, \uc5b8\uc5b4\ub97c \ub118\uc5b4 \ud589\ub3d9\uc73c\ub85c \uc804\ud658 <\/span><\/h2>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \ub300\uaddc\ubaa8 \ud589\ub3d9 \ubaa8\ub378(LAM)\uacfc \uc5d4\ud130\ud504\ub77c\uc774\uc988\uae09 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \ubc0f \uac70\ubc84\ub10c\uc2a4\ub97c \uacb0\ud569\ud558\uc5ec \uc548\uc804\ud558\uace0 \uc790\uc728\uc801\uc778 \ud574\uacb0\uc744 \ub300\uaddc\ubaa8\ub85c \uac00\ub2a5\ud558\uac8c \ud569\ub2c8\ub2e4. <\/span><\/p>\n

\uc774 \uc9c0\ub2a5\ud615 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \uc790\uc728\uc801 \uace0\uac1d \uc5c5\ubb34\ub97c \uc704\ud55c \uc911\uc559 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uacc4\uce35\uc73c\ub85c\uc11c CRM, \uccad\uad6c, \uc11c\ube44\uc2a4 \uc6b4\uc601, \uae30\ud0c0 \uc5d4\ud130\ud504\ub77c\uc774\uc988 \uc2dc\uc2a4\ud15c \uc804\ubc18\uc5d0\uc11c \uc6cc\ud06c\ud50c\ub85c\uc6b0\ub97c \uc9c4\ud589\ud558\uba70 \uc0c1\ud669 \ubcc0\ud654\uc5d0 \ub9de\ucdb0 \uc801\uc751\ud569\ub2c8\ub2e4. \ub610\ud55c \ub0b4\uc7a5\ub41c \uac00\ub4dc\ub808\uc77c, \ud1b5\ud569 \ub370\uc774\ud130, \ud22c\uba85\ud55c \uc758\uc0ac\uacb0\uc815 \uacbd\ub85c\ub97c \uae30\ubc18\uc73c\ub85c \ud558\ubbc0\ub85c, \ubaa8\ub4e0 \uc2e4\ud589 \uacfc\uc815\uc774 \uc124\uba85 \uac00\ub2a5\ud558\uace0 \uc815\ucc45\uc5d0 \ubd80\ud569\ud558\uba70 \uc608\uce21 \uac00\ub2a5\ud569\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\ub7ec\ud55c \uae30\ub2a5\uc740 Genesys\uc640 Scaled Cognition<\/a>\uc758 \ucd5c\uadfc \ud30c\ud2b8\ub108\uc2ed\uc744 \ud1b5\ud574 \ub354\uc6b1 \uac15\ud654\ub418\uc5c8\uc2b5\ub2c8\ub2e4. Scaled Cognition APT-1 LAM\uc744 Genesys Cloud \ud50c\ub7ab\ud3fc\uc5d0 \ub3c4\uc785\ud55c \uac83\uc785\ub2c8\ub2e4. \uacb0\uc815\ub860\uc801\uc774\uba70 \ud589\ub3d9 \uae30\ubc18\uc758 \uc2e4\ud589\uc744 \uc704\ud574 \uc124\uacc4\ub41c Scaled Cognition APT-1 LAM\uc740 \uae30\uc5c5 \uc6b4\uc601 \uc804\ubc18\uc5d0\uc11c \uc790\uc728\ud615 AI\ub97c \ucc45\uc784\uac10 \uc788\uac8c \ud65c\uc6a9\ud558\uc5ec \uace0\uac1d \uc694\uccad\uc744 \ub05d\uae4c\uc9c0 \ud574\uacb0\ud558\uace0, \ud658\uac01\uc744 \uc904\uc774\uba70, \uc140\ud504\uc11c\ube44\uc2a4\uc758 \uc2e0\ub8b0\ub97c \ub192\uc5ec\uc90d\ub2c8\ub2e4. <\/span><\/p>\n

Scaled Cognition\uc758 \ucc3d\ub9bd\uc790 \uacb8 CEO\uc778 Dan Roth\ub294 “\ub300\uaddc\ubaa8 \ud589\ub3d9 \ubaa8\ub378\uc740 \uc790\uc728\uc801\uc778 \uc2e4\ud589\uc774 \uac00\ub2a5\ud558\ub3c4\ub85d \uc124\uacc4\ub418\uc5c8\uc9c0\ub9cc, \uae30\uc5c5 \ud658\uacbd\uc5d0\uc11c \uc548\uc804\ud558\uac8c \ud655\uc7a5\ud560 \uc218 \uc788\ub294 \ud50c\ub7ab\ud3fc\uacfc \uacb0\ud569\ub420 \ub54c \uac00\uce58\ub294 \ub354\uc6b1 \uadf9\ub300\ud654\ub429\ub2c8\ub2e4.”\ub77c\uba70 \ub2e4\uc74c\uacfc \uac19\uc774 \ub367\ubd99\uc785\ub2c8\ub2e4. “\uc6b0\ub9ac\uc758 LAM \uae30\uc220\uacfc Genesys Cloud\uc758 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158, \uac70\ubc84\ub10c\uc2a4, \uc6b4\uc601 \uc131\uc219\ub3c4\ub97c \uacb0\ud569\ud568\uc73c\ub85c\uc368, \ubcf5\uc7a1\ud55c \uae00\ub85c\ubc8c \uace0\uac1d \ud658\uacbd\uc744 \uc704\ud55c \ucc28\uc138\ub300 \uc790\ub3d9\ud654\ub97c \uc2e4\uc81c \uc6b4\uc601 \ud658\uacbd\uc5d0 \ub3c4\uc785\ud560 \uc218 \uc788\uac8c \ub418\uc5c8\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

\ub2f5\ubcc0 \ucc3e\uae30\uc5d0\uc11c \uc5c5\ubb34 \uc644\uc218\ub85c! <\/span><\/h2>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \uace0\uac1d\uc758 \uacbd\ud5d8\uc744 \uadfc\ubcf8\uc801\uc73c\ub85c \ubc14\uafc9\ub2c8\ub2e4. <\/span><\/p>\n

\uace0\uac1d\uc740 \ub354 \uc774\uc0c1 \ubcf5\uc7a1\ud55c \uba54\ub274\ub97c \ub530\ub77c\uac00\uac70\ub098 \ubb38\uc81c\uac00 \ubcf5\uc7a1\ud574\uc9c8 \ub54c\ub9c8\ub2e4 \uc694\uccad\uc744 \uc7ac\uc2dc\uc791\ud560 \ud544\uc694\uac00 \uc5c6\uc2b5\ub2c8\ub2e4\ub2e4. \uc0c1\ud638\uc791\uc6a9\uc740 \u2018\uc62c\ubc14\ub978 \ub2f5\ubcc0\uc744 \ucc3e\ub294 \uac83\u2019\uc5d0\uc11c \u2018\uc5c5\ubb34\ub97c \uc644\ub8cc\ud558\ub294 \uac83\u2019\uc73c\ub85c \uc804\ud658\ub429\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \ub9e5\ub77d\uacfc \uc758\ub3c4\ub97c \uc774\ud574\ud558\uace0, \ud574\uacb0\ub420 \ub54c\uae4c\uc9c0 \uacfc\uc815\uc744 \uc774\ub04c\uba70, \uc0c1\ud669 \ubcc0\ud654\uc5d0 \ub9de\ucdb0 \uc720\uc5f0\ud558\uac8c \uc801\uc751\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc774 \ubaa8\ub4e0 \uacfc\uc815\uc740 \ub9e4\ub044\ub7fd\uac8c \uc774\uc5b4\uc9d1\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\ub97c \ud1b5\ud574 \uae30\uc5c5\uc740 \uc778\uac04 \uc0c1\ub2f4\uc0ac\ub97c \uc5f0\uacb0\ud558\uc9c0 \uc54a\uace0 \uc2a4\uc2a4\ub85c \ubb38\uc81c\ub97c \ud574\uacb0\ud558\ub294 \uc790\uac00 \ud574\uacb0\ub960\uacfc \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ub192\uc774\uace0, \ub300\uaddc\ubaa8 \ud658\uacbd\uc5d0\uc11c\ub3c4 \uc77c\uad00\ub41c \uc131\uacfc\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

Genesys\uc758 \ucd5c\uace0\uc81c\ud488 \ucc45\uc784\uc790 Olivier Jouve\ub294 “\uace0\uac1d \uacbd\ud5d8\uc5d0\uc11c\uc758 \uc790\uc728\uc131\uc740 \uc2e0\ub8b0, \ud22c\uba85\uc131, \uadf8\ub9ac\uace0 \uc81c\uc5b4 \uc704\uc5d0\uc11c\ub9cc \uad6c\ud604\ub429\ub2c8\ub2e4. LAM \uae30\ubc18 \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub97c \ud1b5\ud574 AI\uac00 \uc2dc\uc2a4\ud15c \uc804\ubc18\uc5d0\uc11c \uc0ac\uace0\ud558\uace0 \uacc4\ud68d\ud558\uba70 \uc548\uc804\ud558\uac8c \uc2e4\ud589\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uae30\uc5c5\uc740 \ub300\ud654\ub97c \ub118\uc5b4 \uace0\uac1d\uc774 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uc77c\uad00\ub41c \uacb0\uacfc\ub97c \ucc45\uc784\uac10 \uc788\uac8c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.”\ub77c\uace0 \ub9d0\ud569\ub2c8\ub2e4.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc790\uc728\uc131 \uc2e0\ub8b0\uc758 \uae30\ubc18\uc740 \uac70\ubc84\ub10c\uc2a4 \uc6b0\uc120 \uc6d0\uce59 <\/span><\/h2>\n

\uc790\uc728 \uc2e4\ud589\uc740 \uc12c\uc138\ud55c \uc124\uacc4\uc640 \uad00\ub9ac\ub97c \ubc14\ud0d5\uc73c\ub85c \ud569\ub2c8\ub2e4. <\/span><\/p>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \ud50c\ub7ab\ud3fc\uc758 \uac70\ubc84\ub10c\uc2a4 \uc6b0\uc120 \uc811\uadfc \ubc29\uc2dd\uc744 \ud589\ub3d9 \ub2e8\uc704\uc758 \uc124\uba85 \uac00\ub2a5\uc131, \uac10\uc0ac \uac00\ub2a5\uc131, \uc9c0\uc18d\uc801 \ud559\uc2b5\uc744 \ud1b5\ud574 \ud655\uc7a5\ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 Genesys Cloud\u2122 AI \uc2a4\ud29c\ub514\uc624(Studio)<\/a>\uc5d0\uc11c \uc790\uc0ac \uc815\ucc45\uacfc \uc694\uad6c\uc0ac\ud56d\uc5d0 \ubd80\ud569\ud558\ub294 \uac00\ub4dc\ub808\uc77c\uacfc \uad8c\ud55c, \ud589\ub3d9 \uc9c0\uce68\uc744 \uc815\uc758\ud558\uba70 \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub97c \uc124\uacc4, \uad6c\uc131, \uad00\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\ub97c \ud1b5\ud574 \uc758\uc0ac\uacb0\uc815\uc774 \uc5b4\ub5bb\uac8c \ub0b4\ub824\uc9c0\uace0 \uc2e4\ud589\ub418\ub294\uc9c0 \uba85\ud655\ud788 \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uae30\uc5c5\uc740 \uac10\ub3c5 \ubc0f \uaddc\uc815 \uc900\uc218\ub97c \uc720\uc9c0\ud558\uba70 \uc790\uc728\ud615 \uace0\uac1d \ucc38\uc5ec\ub97c \ud655\uc7a5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

\uc5c5\uacc4 \ubd84\uc11d\uac00\ub4e4\ub3c4 \uc774\ub7ec\ud55c \uade0\ud615\uc774 \ud544\uc218\ub77c\ub294 \ub370 \ub3d9\uc758\ud569\ub2c8\ub2e4. <\/span><\/p>\n

IDC\uc758 Conversational AI \uc5f0\uad6c \ub9e4\ub2c8\uc800 Hayley Sutherland\ub294 “\ubcf5\uc7a1\ud55c \uace0\uac1d \uc694\uccad\uc744 \ud574\uacb0\ud558\ub824\uba74 \uc608\uce21 \uac00\ub2a5\uc131\uacfc \uac10\uc0ac \uac00\ub2a5\uc131\uc744 \uc720\uc9c0\ud558\uba74\uc11c \uc2dc\uc2a4\ud15c \uc804\ubc18\uc5d0\uc11c \ub2e4\ub2e8\uacc4 \uc791\uc5c5\uc744 \uacc4\ud68d \ubc0f \uc2e4\ud589\ud560 \uc218 \uc788\ub294 AI\uac00 \ud544\uc694\ud569\ub2c8\ub2e4.”\ub77c\uba70 \uc774\ub807\uac8c \ub367\ubd99\uc785\ub2c8\ub2e4. “\uc790\uc728 \uc2e4\ud589\uc744 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uacfc \uac70\ubc84\ub10c\uc2a4\uc5d0 \uacb0\ud569\ud55c Genesys\uc758 \ud589\ubcf4\ub294 \uc140\ud504\uc11c\ube44\uc2a4\ub97c \ubcf4\ub2e4 \ud6a8\uacfc\uc801\uc774\uace0 \uc2e0\ub8b0\ud560 \uc218 \uc788\uac8c \ub9cc\ub4e4\uae30 \uc704\ud574 \uc2dc\uc7a5\uc774 \ub098\uc544\uac00\uc57c \ud560 \ubc29\ud5a5\uc131\uc744 \ubcf4\uc5ec\uc90d\ub2c8\ub2e4.” <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc5d4\ud130\ud504\ub77c\uc774\uc988\uc758 \ud604\uc2e4\uacfc \ubbf8\ub798\ub97c \uace0\ub824\ud55c \uc124\uacc4 <\/span><\/h2>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 CX \ud658\uacbd\uc758 \ubcf5\uc7a1\uc131\uc744 \uc2e4\uc81c\uc801\uc73c\ub85c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uad6c\ucd95\ub418\uc5c8\uc73c\uba70, \ub2e4\uac00\uc62c \ubbf8\ub798\uc758 \ubcc0\ud654\uae4c\uc9c0 \uace0\ub824\ud55c \ub85c\ub4dc\ub9f5\uc744 \uac16\ucd94\uace0 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

Genesys\ub294 \uc11c\ub85c \ub2e4\ub978 \uc5ed\ud560\uc744 \uac00\uc9c4 AI \uc0c1\ub2f4\uc0ac\ub4e4\uc774 \ud611\ub825\ud558\uc5ec \ubcf5\uc7a1\ud55c \uacfc\uc5c5\uc744 \uc218\ud589\ud558\ub294 A2A(Agent-to-Agent), AI \ubaa8\ub378\uc774 \uc678\ubd80 \ud234\uc774\ub098 \ub370\uc774\ud130 \uc18c\uc2a4\uc5d0 \ub354 \uc27d\uac8c \uc5f0\uacb0\ub418\ub3c4\ub85d \ub3d5\ub294 MCP(Model Context Protocol)\uc640 \uac19\uc740 \uac1c\ubc29\ud615 \ud45c\uc900\uc5d0 \ub300\ud55c \uc9c0\uc6d0\uc744 \ud655\ub300\ud560 \uacc4\ud68d\uc785\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 AI \uc0c1\ub2f4\uc0ac\uc640 \uc5d4\ud130\ud504\ub77c\uc774\uc988 \uc2dc\uc2a4\ud15c \uac04\uc758 \uc548\uc804\ud55c \ud611\uc5c5\uc744 \uac00\ub2a5\ud558\uac8c \ud558\uace0, \uc911\uc559 \uc9d1\uc911\uc2dd \uac70\ubc84\ub10c\uc2a4, \uc815\ucc45 \uc9d1\ud589, \ucee8\ud14d\uc2a4\ud2b8 \uacf5\uc720\ub97c \uc720\uc9c0\ud558\uac8c \ub429\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\ub294 \uae30\uc5c5\uc774 \ucd94\uad6c\ud558\ub294 \u2018\ucc45\uc784 \uc788\ub294 \ud604\ub300\ud654\u2019\uc758 \uacac\uace0\ud55c \uae30\ubc18\uc774 \ub429\ub2c8\ub2e4. <\/span><\/p>\n

\ub178\ub974\uc6e8\uc774 \ucd5c\ub300 \uae08\uc735 \uc11c\ube44\uc2a4 \uadf8\ub8f9 DNB<\/a>\uc758 \uace0\uac1d \uad00\ub9ac \ucc45\uc784\uc790 Trond Prest\u00f8\ub294 \u201c\uc6d0\ud65c\ud558\uace0 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \ub300\uaddc\ubaa8\ub85c \uc81c\uacf5\ud558\ub294 \uac83\uc774 \uc6b0\ub9ac\uc758 \ud575\uc2ec \uc804\ub7b5\uc785\ub2c8\ub2e4.”\ub77c\uba70, \ub2e4\uc74c\uacfc \uac19\uc774 \ub9d0\ud569\ub2c8\ub2e4. “\uc6b0\ub9ac\ub294 \uc5d0\uc774\uc804\ud2f1 AI\ub97c \uace0\uac1d \uc694\uad6c\ub97c \ub300\uaddc\ubaa8\ub85c \ud574\uacb0\ud560 \uc218 \uc788\uac8c \ud574\uc8fc\ub294 \uc140\ud504\uc11c\ube44\uc2a4\uc758 \uc911\uc694\ud55c \ub2e4\uc74c \ub2e8\uacc4\ub85c \ubcf4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub0b4\uc7a5\ub41c \uc81c\uc5b4 \uae30\ub2a5\uacfc \uac70\ubc84\ub10c\uc2a4\ub97c \uac16\ucd98 Genesys Cloud\uc758 \uc790\uc728\ud615 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac \uc811\uadfc \ubc29\uc2dd\uc740 \ud6a8\uc728\uc131\uacfc \uc77c\uad00\uc131\uc744 \uac1c\uc120\ud558\uba74\uc11c \uc11c\ube44\uc2a4\ub97c \ucc45\uc784\uac10 \uc788\uac8c \ud604\ub300\ud654\ud558\ub824\ub294 \uc6b0\ub9ac\uc758 \ubc29\ud5a5\uacfc \uc77c\uce58\ud569\ub2c8\ub2e4.” <\/span><\/p>\n

\ud55c\ud3b8, Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub294 \ube44\uc988\ub2c8\uc2a4\uc5d0 \uc2e4\uc9c8\uc801\uc778 \uc601\ud5a5\uc744 \uac00\uc838\uc624\ub294 \ud601\uc2e0\uc131\uc73c\ub85c Enterprise Connect Best of 2026 \uc5b4\uc6cc\uc988<\/a> \ucd5c\uc885 \ud6c4\ubcf4\uc5d0 \uc62c\ub790\uc2b5\ub2c8\ub2e4. \ub2e8\uc21c\ud788 \uc9c8\ubb38\uc5d0 \ub2f5\ud558\ub294 AI\ub97c \ub118\uc5b4, \ub514\uc9c0\ud138 \ubc0f \uc74c\uc131 \ucc44\ub110 \uc804\ubc18\uc5d0\uc11c \uae30\uc5c5\uc774 \ud544\uc694\ub85c \ud558\ub294 \uc5f0\uc18d\uc131, \uc81c\uc5b4\ub825, \uc2e0\ub8b0\ub97c \uac16\ucd98 \uc9c4\uc815\ud55c \uc5d4\ub4dc \ud22c \uc5d4\ub4dc \ud574\uacb0\uc744 \uac00\ub2a5\ud558\uac8c \ud558\ub294 Genesys\uc758 \uc5ed\ub7c9\uacfc \ucc28\ubcc4\uc131\uc744 \uc778\uc815\ubc1b\uc740 \uac83\uc785\ub2c8\ub2e4. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc7a0\uc7ac\ub825\uc744 \ub118\uc5b4 \uc2e4\uc9c8\uc801\uc778 \uc2e4\ud589\uc73c\ub85c <\/span><\/h2>\n

\uc5d0\uc774\uc804\ud2f1 AI\ub294 \ub2e8\uc21c\ud55c \uac1c\ub150\uc5d0\uc11c \ub17c\uc758 \ub2e8\uacc4\ub85c \ube60\ub974\uac8c \uc9c4\ud654\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \uc548\uc804\ud558\uace0, \uc608\uce21 \uac00\ub2a5\ud558\uba70, \ub300\uaddc\ubaa8\ub85c \uc2e4\uc81c \uc5d4\ud130\ud504\ub77c\uc774\uc988 \ud658\uacbd\uc5d0 \uc801\uc6a9\ud560 \uc218 \uc788\ub294 \uad6c\uccb4\uc801\uc778 \ub3c4\uc785 \ubc29\uc2dd\uc740 \ub2f5\ubcf4 \uc0c1\ud0dc\uc600\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

Genesys\ub294 Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub97c \ud1b5\ud574 CX \ubd84\uc57c\uc758 AI\ub97c \uc57d\uc18d\uc5d0\uc11c \uc2e4\uc804\uc73c\ub85c \uc804\ud658\uc2dc\ud0a4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc140\ud504\uc11c\ube44\uc2a4\ub97c \ub2e8\uc21c\ud55c \ub300\ud654\uc5d0\uc11c \u2018\uc790\uc728\uc801 \ud589\ub3d9\u2019\uc73c\ub85c, \uadf8\ub9ac\uace0 \ub2e8\uc21c\ud55c \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \u2018\uc2e4\uc9c8\uc801\uc778 \uacb0\uacfc\u2019\ub85c \ubc1c\uc804\uc2dc\ud0b5\ub2c8\ub2e4. <\/span><\/p>\n

\uc774\uac83\uc774 \ubc14\ub85c, \ucc28\uc138\ub300 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc785\ub2c8\ub2e4. <\/span><\/p>\n

Genesys Cloud \uc5d0\uc774\uc804\ud2f1 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\uac00 \uc2e4\uc81c \uace0\uac1d \uc694\uccad\uc744 \uc5b4\ub5bb\uac8c \ub05d\uae4c\uc9c0 \ud574\uacb0\ud558\ub294\uc9c0 \uc9c1\uc811 \ud655\uc778\ud574 \ubcf4\uc138\uc694. \ub370\ubaa8\ub97c \uc2e0\uccad\ud558\uba74 \uc5d0\uc774\uc804\ud2f1 CX\uc758 \uc2e4\uc81c \uc791\ub3d9 \ubaa8\uc2b5<\/a>\uc744 \ud655\uc778\ud558\uc2e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>\u00a0<\/span><\/p>\n

1<\/sup>Gartner, “2026 Strategic Roadmap for Self-Service”, John Quaglietta, Jennifer MacIntosh, 2025\ub144 11\uc6d4 5\uc77c <\/span><\/em><\/p>\n

GARTNER\ub294 Gartner, Inc. \ubc0f \uadf8 \uacc4\uc5f4\uc0ac\uc758 \uc0c1\ud45c\uc785\ub2c8\ub2e4. <\/span><\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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