{"id":631971,"date":"2026-07-13T21:00:46","date_gmt":"2026-07-14T04:00:46","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=631971"},"modified":"2026-07-14T02:39:17","modified_gmt":"2026-07-14T09:39:17","slug":"the-state-of-cx-2026-apacs-push-toward-ai-powered-experience-orchestration","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-state-of-cx-2026-apacs-push-toward-ai-powered-experience-orchestration","title":{"rendered":"2026 \uace0\uac1d \uacbd\ud5d8 \ud604\ud669: APAC \uc9c0\uc5ed\uc758 AI \uae30\ubc18 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \ucd94\uc9c4"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\uc778\uacf5\uc9c0\ub2a5(AI)\uc774 \uc804 \uc138\uacc4 \uace0\uac1d \uacbd\ud5d8(CX)\uc744 \uc7ac\ud3b8\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud2b9\ud788 \uae00\ub85c\ubc8c CX \ud658\uacbd\uc5d0\uc11c \uac00\uc7a5 \ub2e4\uc591\ud558\uace0 \uc5ed\ub3d9\uc801\uc778 \uc9c0\uc5ed \uc911 \ud55c\uacf3\uc778 \uc544\uc2dc\uc544 \ud0dc\ud3c9\uc591(APAC) \uc9c0\uc5ed\uc5d0\uc11c \uadf8 \ubcc0\ud654\ub294 \ub354\uc6b1 \ub450\ub4dc\ub7ec\uc9d1\ub2c8\ub2e4.<\/p>\n

Genesys\uc758 \ub2e4\uc12f \ubc88\uc9f8 \u2018\uace0\uac1d \uacbd\ud5d8 \ud604\ud669\u2019 \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74, \uc804 \uc138\uacc4 \uc18c\ube44\uc790 5,811\uba85\uacfc CX \ubc0f \ube44\uc988\ub2c8\uc2a4 \ub9ac\ub354 1,560\uba85\uc744 \uc870\uc0ac\ud55c \uacb0\uacfc APAC \uc18c\ube44\uc790\uac00 \uae00\ub85c\ubc8c \ud3c9\uade0\ubcf4\ub2e4 AI \uae30\ubc18 CX\ub97c \ub354 \uae0d\uc815\uc801\uc73c\ub85c \uc0dd\uac01\ud558\ub294 \uac83\uc73c\ub85c \ubc1d\ud600\uc84c\uc2b5\ub2c8\ub2e4. \uc544\uc6b8\ub7ec \uc774 \uc9c0\uc5ed\uc758 CX \uc870\uc9c1\ub4e4\uc740 \ud6a8\uc728\uc131\uacfc \uc790\ub3d9\ud654\uc5d0 \uc9d1\uc911\ud558\uba70 AI \uae30\ubc18 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uc704\ud55c \ud655\uc2e4\ud55c \uae30\ubc18\uc744 \ub9c8\ub828\ud558\uace0 \uc788\ub2e4\ub294 \uac83\ub3c4 \uc54c \uc218 \uc788\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

\ub450 \uc694\uc18c\uc758 \uc870\ud569\uc740 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. APAC \uc9c0\uc5ed\uc758 CX \ud604\ud669\uc5d0\uc11c \uc8fc\ubaa9\ud560 \uc0ac\uc2e4\uc740 \ud65c\ubc1c\ud55c AI \ub3c4\uc785\ub9cc\uc740 \uc544\ub2d9\ub2c8\ub2e4. \ud575\uc2ec\uc740 \ud655\uc7a5\uc131\uc5d0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ubbf8 \uc18c\ube44\uc790\ub294 AI \uae30\ubc18 \uacbd\ud5d8\uc5d0 \uc775\uc219\ud574\uc838 \uc788\uace0, \uc870\uc9c1\ub4e4\uc740 \uc790\ub3d9\ud654\ub97c \uac00\uc18d\ud654\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\uc5d0 \ubc1c\ub9de\ucdb0 CX \ub9ac\ub354\ub4e4\uc740 \uc790\uc728\ud615 AI \uc5d0\uc774\uc804\ud2b8\uac00 \uc2dc\uc2a4\ud15c\uacfc \ucc44\ub110, \uc2dc\uac04\uc744 \ucd08\uc6d4\ud574 \uace0\uac1d \uc5ec\uc815\uc744 \ud1b5\ud569 \uc870\uc728\ud558\ub294 \ubbf8\ub798\ub97c \uc900\ube44\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774 \uc9c0\uc5ed CX \ub9ac\ub354\ub4e4\uc758 \ub2e4\uc74c \uacfc\uc81c\ub294 \ubd84\uba85\ud569\ub2c8\ub2e4. AI\uc5d0 \ub300\ud55c \uc18c\ube44\uc790\uc758 \ub192\uc740 \uce5c\uc219\ub3c4\uc640 \uae30\uc5c5\uc758 \uc790\ub3d9\ud654 \ud750\ub984\uc744 \ubc1c\ud310 \uc0bc\uc544, \ubb38\ud654\uc801 \ub2e4\uc591\uc131\uc774 \ub192\uc740 APAC \uc2dc\uc7a5 \uc804\uccb4\uc5d0 \uc77c\uad00\ub418\uace0 \ud655\uc2e4\ud55c \uacb0\uacfc\ub97c \ubcf4\uc7a5\ud558\ub294 ‘\uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158’ \uc5ed\ub7c9\uc744 \ud655\ubcf4\ud558\ub294 \uac83\uc785\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

APAC, AI \uae30\ubc18 CX\uc5d0 \ub300\ud55c \uc900\ube44 \uc644\ub8cc<\/h2>\n

\uc544\uc2dc\uc544 \ud0dc\ud3c9\uc591 \uc9c0\uc5ed\uc758 \uc18c\ube44\uc790\ub294 \uc804 \uc138\uacc4 \uc18c\ube44\uc790\ubcf4\ub2e4 AI \uae30\ubc18 CX\uc758 \uc7a0\uc7ac\ub825\uc5d0 \ub300\ud574 \ub354 \ub099\uad00\uc801\uc785\ub2c8\ub2e4. 84%\ub294 AI\uac00 \ud5a5\ud6c4 2~3\ub144 \ub0b4\uc5d0 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud488\uc9c8\uacfc \uc18d\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uac83\uc774\ub77c\uace0 \ubbff\uc2b5\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 76%)(CQ300). \uadf8\ub9ac\uace0<\/p>\n

55%\ub294 2\ub144 \uc804\ubcf4\ub2e4 AI \uae30\ubc18 \uace0\uac1d \uc11c\ube44\uc2a4\uc5d0 \ub300\ud574 \ub354 \uae0d\uc815\uc801\uc73c\ub85c \ub290\ub080\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 50%)(CQ190).<\/p>\n

\uc774\ucc98\ub7fc \ub192\uc740 \uc218\uc900\uc758 \uae0d\uc815\uc801\uc778 \uc2dc\uac01\uc740 \uc18c\ube44\uc790\uac00 \uc77c\uc0c1\uc5d0\uc11c \ub290\ub07c\ub294 AI\uc5d0 \ub300\ud55c \uce5c\uc219\ud568\uc5d0\uc11c \ube44\ub86f\ub41c \uac83\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. APAC \uc18c\ube44\uc790\uc758 30%\ub294 AI\ub97c \uc5c5\ubb34\uc758 \uc77c\ubd80\ub85c\uc11c “\ub9e4\uc77c” \ub610\ub294 “\uac70\uc758 \ub9e4\uc77c” \uc0ac\uc6a9\ud55c\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 25%).(CQ220). \uadf8\ub9ac\uace0 31%\ub294 \uac1c\uc778\uc801\uc778 \uc774\uc720\ub85c “\ub9e4\uc77c” \ub610\ub294 “\uac70\uc758 \ub9e4\uc77c” AI \uac80\uc0c9 \uc5d4\uc9c4\uc744 \uc0ac\uc6a9\ud569\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 25%)(CQ230).<\/p>\n

\uc138\ub300\ubcc4 \ud604\ud669\uc740 \uc774\ub7ec\ud55c \ubcc0\ud654\ub97c \ubcf4\ub2e4 \uc798 \ubcf4\uc5ec\uc90d\ub2c8\ub2e4. \uc804 \uc138\uacc4 \ud45c\ubcf8\uc5d0\uc11c \ubc00\ub808\ub2c8\uc5bc \uc138\ub300\uc758 82%, Z\uc138\ub300 \uc18c\ube44\uc790\uc758 80%, X\uc138\ub300 \uc18c\ube44\uc790\uc758 73%\ub294 AI\uac00 \ud5a5\ud6c4 2~3\ub144\uac04 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud488\uc9c8\uacfc \uc18d\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uac83\uc774\ub77c\uace0 \uc0dd\uac01\ud569\ub2c8\ub2e4. \ubc18\uba74, \ubca0\uc774\ube44 \ubd90 \uc138\ub300\uc758 \uacbd\uc6b0 60%\ub9cc\uc774 \uc5ec\uae30\uc5d0 \ub3d9\uc758\ud588\uc2b5\ub2c8\ub2e4(\uc138\ub300\ubcc4 CQ300). \uc774\ub7ec\ud55c \uae30\ub300\ub294 AI\uc5d0 \ub300\ud55c \uce5c\uc219\ub3c4\uac00 \ub192\uc740 APAC\uc5d0\uc11c\ub294 \ub354 \ube60\ub974\uace0 \uc9c0\ub2a5\uc801\uc774\uba70 \uc5f0\uacb0\ub41c \uacbd\ud5d8\uc5d0 \ub300\ud55c \uc218\uc694\ub97c \ub354\uc6b1 \uc99d\uac00\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc18c\ube44\uc790\uc758 \uc694\uad6c\ub294 CX \ub9ac\ub354\ub4e4\uc758 \uc870\uc9c1 \uc6b4\uc601 \ubc29\uc2dd\uc5d0\ub3c4 \ubc18\uc601\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. APAC \uc9c0\uc5ed CX \uc870\uc9c1\uc758 52%\ub294 \ud6a8\uc728\uc131 \ubc0f \uc790\ub3d9\ud654\ub97c \ucd5c\uc801\ud654\ud558\ub294 \ub370 \uc8fc\ub825\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uc804 \uc138\uacc4 \ud3c9\uade0\uc778 46%\ub97c \uc0c1\ud68c\ud558\uba70, \ub2e4\ub978 \uc5b4\ub5a4 \uc9c0\uc5ed\ubcf4\ub2e4 \ub192\uc2b5\ub2c8\ub2e4(PQ410). \uacb0\uacfc\uc801\uc73c\ub85c \uc774 \uc9c0\uc5ed \uc870\uc9c1\ub4e4\uc5d0\uac8c\uc11c AI \ub3c4\uc785\uc740 \ud544\uc218\uc801\uc785\ub2c8\ub2e4. AI\ub97c \ud1b5\ud574 \uc5c5\ubb34 \ud6a8\uc728\uc744 \ub192\uc774\uace0, \uc11c\ube44\uc2a4 \uc18d\ub3c4\ub97c \uc55e\ub2f9\uae30\uba70, \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \ub354 \ud6a8\uacfc\uc801\uc73c\ub85c \ud655\uc7a5\ud574 \ub098\uac00\uc57c \ud569\ub2c8\ub2e4.
\n\uadf8\ub7ec\ub098 \uc790\ub3d9\ud654\ub9cc\uc73c\ub85c\ub294 \ucda9\ubd84\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc18c\ube44\uc790\ub4e4\uc740 \uc5ec\uc804\ud788 \uac1c\uc778\uc801\uc774\uace0 \uce5c\ubc00\ud558\uba70 \uacf5\uac10\ud560 \uc218 \uc788\ub294 \uacbd\ud5d8\uc744 \uae30\ub300\ud569\ub2c8\ub2e4. \ub530\ub77c\uc11c AI \uae30\ubc18 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uc0ac\uc6a9\ud558\uc5ec \ud6a8\uc728\uc131\uacfc \uacf5\uac10 \ubaa8\ub450\ub97c \uac15\ud654\ud574\uc57c \ud558\uba70 \uc774\ub97c \ud1b5\ud574 \uc9c4\uc815\ud55c \uae30\ud68c\ub97c \ub9de\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc9c0\uc5ed\uc801 \ub2e4\uc591\uc131\uc73c\ub85c \uc778\ud55c \uc77c\uad00\uc131\uc758 \uc5b4\ub824\uc6c0<\/h2>\n

APAC \uc9c0\uc5ed\uc758 \uaddc\ubaa8\uc640 \ub2e4\uc591\uc131\uc740 \uc774 \uc9c0\uc5ed\uc744 \uc5ed\ub3d9\uc801\uc778 CX \uc2dc\uc7a5\uc73c\ub85c \ub9cc\ub4dc\ub294 \uc694\uc18c \uc911 \ud558\ub098\uc774\uc9c0\ub9cc,
\n\uadf8\ub9cc\ud07c \uc77c\uad00\uc131\uc744 \uc720\uc9c0\ud558\uae30\uac00 \uc5b4\ub835\uc2b5\ub2c8\ub2e4.<\/p>\n

APAC \uc870\uc9c1\uc740 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc758 \uc5ec\ub7ec \uae30\ubc18\uc5d0\uc11c \uc804 \uc138\uacc4 \ud3c9\uade0\uc5d0 \uac00\uae4c\uc6b4 \uc810\uc218\ub97c \uc5bb\uc5c8\uc2b5\ub2c8\ub2e4. 54%\ub294 \uc774\uc804\uc5d0 \uc218\uc9d1\ud55c \uace0\uac1d \uc815\ubcf4\ub97c \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc790\ub3d9\uc73c\ub85c \uc81c\uacf5\ud569\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 52%)(PQ320). \uc751\ub2f5\uc790\uc758 35%\ub294 \ub9e4\uc6b0 \uac1c\uc778\ud654\ub41c \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uace0 \uc788\ub2e4\uace0 \ub2f5\ud588\uc73c\uba70, \uc774\ub294 \uc804 \uc138\uacc4 \ud3c9\uade0\uacfc \uc77c\uce58\ud569\ub2c8\ub2e4(PQ100). 26%\ub294 \uace0\uac1d\uc758 \ub178\ub825\uc744 \ud604\uc800\ud788 \ucd5c\uc18c\ud654\ud558\uace0 \uc788\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 24%)(PQ90).<\/p>\n

\uadf8\ub7ec\ub098 \uc774\ub7ec\ud55c \ud3c9\uade0\ub9cc\uc73c\ub85c\ub294 \uc2dc\uc7a5 \uc804\ubc18\uc5d0\uc11c\uc758 \uad11\ubc94\uc704\ud55c \ucc28\uc774\uac00 \uc798 \ub4dc\ub7ec\ub098\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uc774\uc804\uc5d0 \uc218\uc9d1\ud55c \uace0\uac1d \uc815\ubcf4\ub97c \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc790\ub3d9\uc73c\ub85c \uc81c\uacf5\ud558\ub294 \ube44\uc728\uc758 \uacbd\uc6b0 \uc778\ub3c4 \uc870\uc9c1\uc740 70%\uc778 \ubc18\uba74, \uc77c\ubcf8\uc740 42%, \ud55c\uad6d\uc740 37%\uc600\uc2b5\ub2c8\ub2e4(PQ320). \uac1c\uc778\ud654 \ub610\ud55c \ube44\uc2b7\ud55c \ubd84\ud3ec\ub97c \ubcf4\uc600\uc73c\uba70, \ud0dc\uad6d\uacfc \uc778\ub3c4\uac00 \uc77c\ubcf8\uacfc \ud55c\uad6d\ubcf4\ub2e4 \ud6e8\uc52c \ub354 \uc55e\uc11c\ub294 \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4(PQ100).<\/p>\n

\uc774\uac83\uc774 \ubc14\ub85c APAC \uc9c0\uc5ed\uc758 \ud575\uc2ec \uacfc\uc81c\uc785\ub2c8\ub2e4. \ub9ce\uc740 \uc870\uc9c1\uc774 \uc774\ubbf8 AI \uae30\ubc18 CX\ub97c \ud5a5\ud574 \ub098\uc544\uac00\uace0 \uc788\uc9c0\ub9cc \uc131\uc219\ub3c4\ub294 \uace0\ub974\uc9c0 \ubabb\ud569\ub2c8\ub2e4. \uc77c\ubd80 \uc2dc\uc7a5\uc740 \uc5f0\uacb0\ub418\uace0, \uac1c\uc778\ud654\ub418\uba70, \uc218\uace0\ub97c \ub354\ub294 \uacbd\ud5d8\uc744 \ud655\uc7a5\ud560 \uc218 \uc788\ub294 \uc88b\uc740 \uc785\uc9c0\ub97c \uac16\ucd94\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ubc18\uba74, \ub2e4\ub978 \uc2dc\uc7a5\uc740 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc744 \uac00\ub2a5\ud558\uac8c \ud558\ub294 \ub370\uc774\ud130, \ud50c\ub7ab\ud3fc, \uc6b4\uc601 \uae30\ubc18\uc744 \uac15\ud654\ud574\uc57c \ud558\ub294 \uc0c1\ud669\uc785\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc5d0\uc774\uc804\ud2f1 AI, APAC \uc9c0\uc5ed\uc744 \uc790\ub3d9\ud654\uc5d0\uc11c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc73c\ub85c \uc804\ud658<\/h2>\n

\uadf8 \ubcc0\ud654\ub294 \uc774\ubbf8 \uc2dc\uc791\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. APAC \uc9c0\uc5ed CX \uc870\uc9c1\uc758 44%\ub294 \ud604\uc7ac \uace0\uac1d \uc0c1\ud638 \uc791\uc6a9\uc5d0 \uc5d0\uc774\uc804\ud2f1 AI \uae30\ubc18 \ub610\ub294 \ub354 \uc790\uc728\uc801\uc778 \uac00\uc0c1 \uc0c1\ub2f4\uc0ac\ub97c \uc0ac\uc6a9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 41%)(PQ270). \uadf8\ub9ac\uace0 \uc774 \uc9c0\uc5ed CX \ub9ac\ub354\uc758 86%\ub294 \uc790\uc728\ud615 AI \uc5d0\uc774\uc804\ud2b8\uac00 3\ub144 \uc774\ub0b4\uc5d0 \uace0\uac1d \uacbd\ud5d8\uc744 \uc870\uc728\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ud569\ub2c8\ub2e4(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 82%)(PQ250).<\/p>\n

\uc774\ub294 \uc5d0\uc774\uc804\ud2f1 AI\uac00 \uc791\uc5c5 \uc218\uc900\uc758 \uc790\ub3d9\ud654\ub97c \ub118\uc5b4 \ub370\uc774\ud130, \ub77c\uc6b0\ud305, \uc6cc\ud06c\ud50c\ub85c\uc6b0, \ubb38\uc81c \ud574\uacb0 \uc804\ubc18\uc5d0 \uac78\uce5c \uad11\ubc94\uc704\ud55c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc73c\ub85c \uc804\ud658\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0 \uc911\uc694\ud569\ub2c8\ub2e4. \uc774\ubbf8 AI\uc5d0 \uc775\uc219\ud55c \ub370\ub2e4 \ud6a8\uc728\uc131\uc744 \uc9c0\ud5a5\ud558\ub294 APAC \uc9c0\uc5ed\uc5d0\uc11c<\/p>\n

\uc774\ub7ec\ud55c \uc5ed\ub7c9\uc740 CX \ud300\uc774 \ub354 \ube60\ub974\uac8c \uaddc\ubaa8\ub97c \ud655\uc7a5\ud558\ub294 \ub3d9\uc2dc\uc5d0 \ub354\uc6b1 \uc720\uae30\uc801\uc73c\ub85c \uc5f0\uacb0\ub41c \uace0\uac1d \uc5ec\uc815\uc744 \uc81c\uacf5\ud558\ub3c4\ub85d \ub3c4\uc6b8 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uadf8\ub7ec\ub098 \uc774\ub7ec\ud55c \ubaa8\ub378\uc744 \ud655\uc7a5\ud558\ub824\uba74 \uc790\uc728\ud615 AI \uc5d0\uc774\uc804\ud2b8\ub97c \ubc30\ud3ec\ud558\ub294 \uac83 \uc774\uc0c1\uc774 \uc694\uad6c\ub429\ub2c8\ub2e4. \uc5f0\uacb0\ub41c \uc2dc\uc2a4\ud15c, \uc0ac\uc6a9 \uac00\ub2a5\ud55c \ub370\uc774\ud130, AI\uc640 \ud568\uaed8 \uc77c\ud560 \uc900\ube44\uac00 \ub41c \uc778\ub825 \ub4f1\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. APAC \uc9c0\uc5ed CX \ub9ac\ub354\uc758 50%\uac00 \ud604\uc7ac\uc758 \ub370\uc774\ud130 \uad00\ub9ac \ubc0f \uc720\uc9c0\uac00 AI\uc5d0 \uc0ac\uc6a9 \uac00\ub2a5\ud558\ub3c4\ub85d \uc900\ube44\ub418\uc5b4 \uc788\ub2e4\uace0 \ub2f5\ud588\uc73c\uba70(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 46%), AI\ub97c \ub300\uaddc\ubaa8\ub85c \ucc44\ud0dd\ud560 \uc218 \uc788\ub294 \uc900\ube44\uc131 \ubc0f \uae30\uc220 \ub2a5\ub825\uc744 \uac16\ucdc4\ub2e4\uace0 \ub2f5\ud55c \ube44\uc728\uc740 48%(\uc804 \uc138\uacc4 \ud3c9\uade0\uc740 44%)\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4(PQ220).<\/p>\n

\uad00\uac74\uc740 \uc2e4\ud589\uc785\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2f1 AI\uc758 \uc7a0\uc7ac\ub825\uc744 \uc2e4\ud604\ud558\uae30 \uc704\ud574 \uc870\uc9c1\uc740 CX \uae30\ubc18 \uc694\uc18c\uc778 \ub370\uc774\ud130, \ud50c\ub7ab\ud3fc, \ucc44\ub110, \uc6cc\ud06c\ud50c\ub85c\uc6b0, \uc0ac\ub78c\uc744 \uc5f0\uacb0\ud558\uc5ec \uc2dc\uc7a5 \uc804\ubc18\uc5d0\uc11c \uc77c\uad00\ub41c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc774 \uc774\ub8e8\uc5b4\uc9c0\ub3c4\ub85d \ud574\uc57c \ud569\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

APAC \uc2dc\uc7a5\uc5d0\uc11c\uc758 \uae30\ud68c\ub294 \uc77c\uad00\ub41c AI \uae30\ubc18 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc5d0 \uc788\uc2b5\ub2c8\ub2e4.<\/h2>\n

\uc9c0\uae08\uae4c\uc9c0\uc758 \ubaa8\ub4e0 \uc810\uc744 \uace0\ub824\ud560 \ub54c \uc774 \uc9c0\uc5ed\uc740 AI\uc5d0 \ub300\ud55c \uce5c\uc219\ub3c4\uac00 \ub192\uace0, \uc790\ub3d9\ud654 \ucd94\uc9c4\ub825\uc774 \ub69c\ub837\ud558\uba70, \uc5d0\uc774\uc804\ud2f1 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc5d0 \ub300\ud55c \uc900\ube44\ub3c4\uac00 \uc810\ucc28 \ub192\uc544\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc774\uc81c \uc774\ub7ec\ud55c \ucd94\uc9c4\ub825\uc744 \uc77c\uad00\uc131\uc73c\ub85c \uc804\ud658\ud558\ub294 \uc77c\ub9cc\uc774 \ub0a8\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc989 \ub370\uc774\ud130, \uc2dc\uc2a4\ud15c, \ucc44\ub110, \uc6cc\ud06c\ud50c\ub85c\uc6b0\ub97c \uc5f0\uacb0\ud558\uace0, AI\ub97c \ud1b5\ud574 \ub2e4\uc591\ud55c \uc2dc\uc7a5 \ud658\uacbd\uc5d0\uc11c\ub3c4 \ub354 \ube60\ub974\uace0, \uac1c\uc778\ud654\ub418\uace0, \uacb0\uacfc \uc911\uc2ec\uc801\uc778 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud574\uc57c \ud569\ub2c8\ub2e4. \uc790\ub3d9\ud654\ub85c \uc778\ud574 \uace0\uac1d\uc774 \uae30\ub300\ud558\ub294 \uacf5\uac10, \uc2e0\ub8b0, \uc720\ub300\uac10 \ub610\ud55c \ud6fc\uc190\ub418\uc9c0 \uc54a\ub3c4\ub85d \ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n

APAC \uc9c0\uc5ed\uc758 CX \ub9ac\ub354\uc5d0\uac8c\ub294 \ubd84\uba85\ud55c \uae30\ud68c\uc785\ub2c8\ub2e4. \uace0\uac1d\uc758 \uc758\ub3c4 \ud30c\uc545\uc5d0\uc11c \uc644\uc804\ud55c \ubb38\uc81c \ud574\uacb0\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0, \ubcf4\ub2e4 \uc77c\uad00\ub41c \uacbd\ud5d8 \ud45c\uc900\uc744 \uc81c\uacf5\ud558\uba74\uc11c \uc9c0\uc5ed\uc758 \ub2e4\uc591\uc131\uc744 \ubc18\uc601\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c AI \uae30\ubc18 CX\ub97c \ud655\uc7a5\ud558\uc138\uc694.[\/vc_column_text]

\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c \uc804\ubb38 \ubcf4\uae30<\/a><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\uc778\uacf5\uc9c0\ub2a5(AI)\uc774 \uc804 \uc138\uacc4 \uace0\uac1d \uacbd\ud5d8(CX)\uc744 \uc7ac\ud3b8\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud2b9\ud788 \uae00\ub85c\ubc8c CX \ud658\uacbd\uc5d0\uc11c \uac00\uc7a5 \ub2e4\uc591\ud558\uace0 \uc5ed\ub3d9\uc801\uc778 \uc9c0\uc5ed \uc911 \ud55c\uacf3\uc778 \uc544\uc2dc\uc544 \ud0dc\ud3c9\uc591(APAC) \uc9c0\uc5ed\uc5d0\uc11c \uadf8 \ubcc0\ud654\ub294 \ub354\uc6b1 \ub450\ub4dc\ub7ec\uc9d1\ub2c8\ub2e4. Genesys\uc758 \ub2e4\uc12f \ubc88\uc9f8 \u2018\uace0\uac1d \uacbd\ud5d8 \ud604\ud669\u2019 \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74, \uc804 \uc138\uacc4 \uc18c\ube44\uc790 5,811\uba85\uacfc CX \ubc0f \ube44\uc988\ub2c8\uc2a4 \ub9ac\ub354 1,560\uba85\uc744 \uc870\uc0ac\ud55c \uacb0\uacfc APAC \uc18c\ube44\uc790\uac00 \uae00\ub85c\ubc8c \ud3c9\uade0\ubcf4\ub2e4 AI \uae30\ubc18 CX\ub97c \ub354 \uae0d\uc815\uc801\uc73c\ub85c \uc0dd\uac01\ud558\ub294 […]<\/p>\n","protected":false},"author":1253,"featured_media":630335,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[15953],"tax_contenttheme":[14872],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16643],"tax_buyer_persona":[16895],"tax_sector":[],"tax_segment":[],"class_list":["post-631971","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-announcements-ko-kr","tax_contenttheme-improve-customer-experience-ko-kr","tax_buying_job-job-1-problem-identification-ko-kr","tax_buyer_persona-business-ko-kr","tax_content_type-blog-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/631971","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/users\/1253"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/631971\/revisions"}],"predecessor-version":[{"id":632577,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/631971\/revisions\/632577"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/630335"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=631971"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=631971"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=631971"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=631971"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=631971"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=631971"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=631971"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=631971"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=631971"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=631971"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=631971"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=631971"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=631971"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}