{"id":646836,"date":"2026-09-02T08:50:27","date_gmt":"2026-09-02T15:50:27","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider"},"modified":"2026-10-12T01:03:30","modified_gmt":"2026-10-12T08:03:30","slug":"why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/why-agentic-cx-needs-an-orchestrated-ecosystem-not-a-single-ai-provider","title":{"rendered":"\uc5d0\uc774\uc804\ud2f1 CX\uc758 \uc131\uacf5, <br>\ub2e8\uc77c AI\uac00 \uc544\ub2cc \uc5d0\ucf54\uc2dc\uc2a4\ud15c <br>\uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc5d0 \ub2ec\ub824 \uc788\ub294 \uc774\uc720"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<span data-contrast=\"auto\">&#8216;\ud6cc\ub96d\ud55c \uacbd\ud5d8&#8217;\uc758 \uae30\uc900\uc774 \uacc4\uc18d\ud574\uc11c \ubc14\ub00c\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \ud2b9\uc815 \uc0b0\uc5c5\uc5d0 \uad00\uacc4 \uc5c6\uc774 \uc790\uc2e0\uc774 \uacaa\uc740 \u2018\ucd5c\uace0\uc758 \uacbd\ud5d8\u2019\uc744 \uae30\uc900\uc73c\ub85c \uadc0\uc0ac\uc758 \uacbd\ud5d8\uc744 \ud3c9\uac00\ud569\ub2c8\ub2e4. \uc18c\ub9e4\uc810\uc758 \uac04\ud3b8\ud55c \uacb0\uc81c\uac00 \uc740\ud589\uc5d0 \ub300\ud55c \uae30\ub300\uce58\ub97c \ub192\uc774\uace0, \ud55c \ubc88\uc758 \ud130\uce58\ub85c \uc774\uc6a9\ud558\ub294 \ucc28\ub7c9 \ud638\ucd9c \uc11c\ube44\uc2a4\uac00 \ubcf4\ud5d8\uc0ac \uc11c\ube44\uc2a4 \uae30\uc900\uc744 \ubc14\uafc9\ub2c8\ub2e4. \uae30\uc900\uc744 \ucda9\uc871\ud558\uc9c0 \ubabb\ud558\uba74 \ucda9\uc131\ub3c4\ub294 \uc11c\uc11c\ud788 \ubb34\ub108\uc9c0\uc9c0 \uc544\ub2c8\ub77c \uc21c\uc2dd\uac04\uc5d0 \uc0ac\ub77c\uc838 \ubc84\ub9bd\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc774\ub7ec\ud55c \uc555\ubc15\uc740 \uc218\ub9ce\uc740 \uae30\uc5c5\uc774 \uace0\uac1d \uacbd\ud5d8(CX)\uc5d0 AI \uc5d0\uc774\uc804\ud2b8\ub97c \ub3c4\uc785\ud558\ub294 \uac00\uc7a5 \ud070 \uc774\uc720 \uc911 \ud558\ub098\uc785\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ub610 \ud55c \ucc28\ub840\uc758 \uc790\ub3d9\ud654 \ubb3c\uacb0 \uadf8 \uc774\uc0c1\uc758 \uac70\ub300\ud55c \ubcc0\ud654\uac00 \uc9c4\ud589 \uc911\uc785\ub2c8\ub2e4. CRM, \uc11c\ube44\uc2a4 \uad00\ub9ac, \uc778\uc0ac, \uc7ac\ubb34, \ub9c8\ucf00\ud305, \ud074\ub77c\uc6b0\ub4dc \ud50c\ub7ab\ud3fc \ub4f1 \uc5d4\ud130\ud504\ub77c\uc774\uc988 \uc18c\ud504\ud2b8\uc6e8\uc5b4\uc758 \ubaa8\ub4e0 \uc8fc\uc694 \uce74\ud14c\uace0\ub9ac\uac00 \uc5d0\uc774\uc804\ud2f1(Agentic)\ud654\ub418\uace0 \uc788\ub294 \uac83\uc785\ub2c8\ub2e4. \uc774\ub294 \ubbf8\ub798\uc758 \uc774\uc57c\uae30\uac00 \uc544\ub2d9\ub2c8\ub2e4. \uc9c0\uae08 \uc77c\uc5b4\ub098\uace0 \uc788\ub294 \ud604\uc2e4\uc785\ub2c8\ub2e4. Gartner\u00ae\ub294 \u201c2028\ub144\uae4c\uc9c0 \uc870\uc9c1\uc758 80%\uc5d0\uc11c \uc778\uac04 \uac1c\ubc1c\uc790\uac00 \uc544\ub2cc AI \uc5d0\uc774\uc804\ud2b8\uac00 API\uc758 \ub300\ubd80\ubd84\uc744 \uc0ac\uc6a9\ud558\uac8c \ub420 \uac83\uc774\uba70, \uc774\ub294 2026\ub144\uc758 20% \ubbf8\ub9cc\uc5d0\uc11c \uc99d\uac00\ud55c \uc218\uce58\u201d\u00b9<\/span><span data-contrast=\"auto\">\ub77c\uace0 \uc804\ud569\ub2c8\ub2e4.<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc774\ub7ec\ud55c \uc608\uce21\uc740 API\ub97c \ud638\ucd9c\ud558\ub294 \uc8fc\uccb4\uac00 \ubc14\ub00c\ub294 \uac83 \uc774\uc0c1\uc758 \uc758\ubbf8\ub97c \uac16\uc2b5\ub2c8\ub2e4. \uc5d4\ud130\ud504\ub77c\uc774\uc988 \uc2dc\uc2a4\ud15c\uc758 \uc0ac\uc6a9 \uc8fc\uccb4\uc640 \ubaa9\uc801\uc774 \uc644\uc804\ud788 \ubc14\ub00c\ub294 \ud328\ub7ec\ub2e4\uc784\uc758 \ub300\uc804\ud658\uc785\ub2c8\ub2e4. \uc774\uc81c \uc5d0\uc774\uc804\ud2b8\ub294 \uc0ac\ub78c\uc774 \uc0ac\uc6a9\ud558\ub358 \ud234, \ub370\uc774\ud130, \uc6cc\ud06c\ud50c\ub85c\uc6b0\uc758 \uc0c8\ub85c\uc6b4 \ud65c\uc6a9 \uc8fc\uccb4\uac00 \ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2>\uc9c4\uc815\uc73c\ub85c \uc911\uc694\ud55c \uc9c8\ubb38<\/h2>\n<p><span data-contrast=\"auto\">\uc774\ucc98\ub7fc \uac70\ub300\ud55c \uc804\ud658\uc5d0 \uc9c1\uba74\ud55c \ub9ce\uc740 \uc870\uc9c1\uc740 \uc774\ub7f0 \uc9c8\ubb38\uc744 \ud569\ub2c8\ub2e4. &#8220;\uc5b4\ub290 \uacf5\uae09\uc5c5\uccb4\uc758 \uc5d0\uc774\uc804\ud2f1 AI\ub97c \ub3c4\uc785\ud574\uc57c \ud558\uc8e0?&#8221;<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\ub2f9\uc5f0\ud55c \uc9c8\ubb38\uc785\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc774\uac83\uc73c\ub85c\ub294 \ucda9\ubd84\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc2e4\uc81c \uc5c5\ubb34\uc5d0\uc11c\ub294 \ud558\ub098\uc758 AI \uc5d0\uc774\uc804\ud2b8\ub9cc \uc0ac\uc6a9\ud558\uc9c0 \uc54a\uc744 \uac83\uc774\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uc11c\ub85c \ub2e4\ub978 \uacf5\uae09\uc5c5\uccb4\uac00 \uad6c\ucd95\ud558\uace0, \uc11c\ub85c \ub2e4\ub978 \ud300\uc774 \ubc30\ud3ec\ud558\uba70, \uc11c\ub85c \ub2e4\ub978 \ub370\uc774\ud130\ub97c \uae30\ubc18\uc73c\ub85c \uc2e4\ud589\ub418\uace0, \uc11c\ub85c \ub2e4\ub978 \uaddc\uce59\uc758 \ud1b5\uc81c\ub97c \ubc1b\ub294 \uc218\ub9ce\uc740 \uc5d0\uc774\uc804\ud2b8\ub97c \uc0ac\uc6a9\ud558\uac8c \ub429\ub2c8\ub2e4. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc77c\ubc18\uc801\uc778 \ube0c\ub79c\ub4dc\ub294 \uc8fc\ubb38 \uc0c1\ud0dc, \uccad\uad6c \ubd84\uc7c1, \ubc18\ud488, \uacc4\uc57d \uac31\uc2e0, \uae30\uc220 \uc9c0\uc6d0 \ub4f1 \uc218\uc2ed\uc5d0\uc11c \uc218\ubc31\uc5d0 \uc774\ub974\ub294 \ub2e4\uc591\ud55c \uace0\uac1d \uc5ec\uc815\uc744 \uc9c0\uc6d0\ud569\ub2c8\ub2e4. \ud2b9\uc815 \ubd84\uc57c\uc5d0 \ud2b9\ud654\ub41c \uc5d0\uc774\uc804\ud2b8\ub294 \uc774\ub7ec\ud55c \uc5ec\uc815 \uc911 \uc77c\ubd80 \ub610\ub294 \ubaa8\ub450\ub97c \ud6cc\ub96d\ud558\uac8c \ucc98\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ub2e8\uc77c \uc5d0\uc774\uc804\ud2b8\ub098 \uacf5\uae09\uc5c5\uccb4\uac00 \ubaa8\ub4e0 \uc5ec\uc815\uc758 \ubaa8\ub4e0 \ub2e8\uacc4\ub97c \ucc98\ub9ac\ud560 \uc218\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \uc6d0\ud558\ub294 \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud558\uae30 \uc704\ud574\uc11c\ub294 \uc5ec\ub7ec \uc5d0\uc774\uc804\ud2b8\uc640 \ud50c\ub7ab\ud3fc\uc774 \ud568\uaed8 \ud611\ub825\ud574\uc57c \ud569\ub2c8\ub2e4. \uc911\uc559 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\ud130 \uc5c6\uc774 \uc11c\ub85c \ub2e4\ub978 \uae30\uc220\ub85c \uc774\ub7ec\ud55c \uc5d0\uc774\uc804\ud2b8\ub97c \uad6c\ucd95\ud558\uba74, \uac01 \uc5ec\uc815 \uac04\uc5d0\ub294 \ubb3c\ub860 \ud558\ub098\uc758 \uc5ec\uc815 \uc548\uc5d0\uc11c\ub3c4 \uc2ec\uac01\ud55c \ubb38\uc81c\uac00 \ubc1c\uc0dd\ud569\ub2c8\ub2e4. \uc77c\uad00\uc131 \uc5c6\ub294 \uc778\uacc4, \ucee8\ud14d\uc2a4\ud2b8 \uc911\ubcf5, \uace0\uac1d\uc5d0 \ub300\ud55c \ud1b5\ud569 \ubdf0 \ubd80\uc7ac\ub97c \uc608\ub85c \ub4e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uace0\uac1d\uc740 \uc870\uc9c1 \ub0b4\ubd80 \uc0ac\uc815\uc5d0\ub294 \uad00\uc2ec\uc774 \uc5c6\uc2b5\ub2c8\ub2e4. \uc790\uc2e0\uc774 \uc9c1\uba74\ud55c \ubb38\uc81c\uac00 CRM, \uccad\uad6c \uc2dc\uc2a4\ud15c, \uc9c0\uc2dd \uae30\ubc18, \uc778\uac04 \uc804\ubb38\uac00 \ub4f1 \uc5b4\ub514\uc5d0 \uc6d0\uc778\uc774 \uc788\ub4e0 \uadf8\uc800 \uc644\ubcbd\ud558\uace0 \ube60\ub974\uac8c \ud574\uacb0\ub418\uae30\ub97c \ubc14\ub784 \ubfd0\uc785\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u2018\uc5d0\uc774\uc804\ud2b8 \ubc30\ud3ec \ubc29\uc2dd\u2019\uacfc \u2018\uc2e4\uc81c \uace0\uac1d \uc5ec\uc815 \ud750\ub984\u2019 \uc0ac\uc774\uc758 \uc774\ub7ec\ud55c \uac04\uadf9\uc774\uc57c\ub9d0\ub85c \ub300\ubd80\ubd84\uc758 \uc5d0\uc774\uc804\ud2f1 AI \ud22c\uc790\uac00 \uae30\ub300\uc5d0 \ubbf8\uce58\uc9c0 \ubabb\ud558\ub294 \uc228\uc740 \uc6d0\uc778\uc785\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uaca9\ucc28 \ud574\uc18c\uc5d0 \ub300\ud55c \uc555\ubc15\uc740 \uac70\uc138\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. <\/span><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">Gartner \uc870\uc0ac\uc5d0 \ub530\ub974\uba74<\/span><\/a><span data-contrast=\"auto\"> \uc11c\ube44\uc2a4 \ubc0f \uc9c0\uc6d0 \ubd80\ubb38 \ub9ac\ub354\uc758 91%\uac00 \uacbd\uc601\uc9c4\uc73c\ub85c\ubd80\ud130 AI \uad6c\ud604\uc5d0 \ub300\ud55c \uc555\ubc15\uc744 \ubc1b\uace0 \uc788\uc73c\uba70,<\/span><span data-contrast=\"auto\"> \uc774\ub294 AI \uae30\ubc18 \ud601\uc2e0\uc5d0 \ub300\ud55c \uc2dc\uae09\uc131\uc774 \uae09\uaca9\ud788 \ub192\uc544\uc84c\uc74c\uc744 \ubcf4\uc5ec\uc90d\ub2c8\ub2e4<\/span><span data-contrast=\"auto\">\u00b2<\/span><span data-contrast=\"auto\">. \ub610\ud55c, <\/span><a href=\"https:\/\/newsroom.ibm.com\/2026-06-08-new-ibm-study-finds-cios-and-ctos-face-growing-ai-control-gap-as-enterprise-deployment-scales\" target=\"_blank\" rel=\"noopener\"><span data-contrast=\"none\">IBM \ubcf4\uace0\uc5d0 \ub530\ub974\uba74<\/span><\/a><span data-contrast=\"auto\"> \uc870\uc9c1\uc758 77%\ub294 AI \ub3c4\uc785 \uc18d\ub3c4\uac00 \uac70\ubc84\ub10c\uc2a4 \uc5ed\ub7c9\uc744 \ucd94\uc6d4\ud588\ub2e4\uace0 \ub2f5\ud588\uc73c\uba70, \ud5a5\ud6c4 1\ub144\uc5d0 \uac78\uccd0 \uc608\uc0c1\ub418\ub294 \ub300\uaddc\ubaa8 \uc5d0\uc774\uc804\ud2b8 \ubc30\ud3ec\uc5d0 \ub300\ud574 \uc644\uc804\ud788 \uc900\ube44\ub418\uc5b4 \uc788\ub2e4\uace0 \ub290\ub080 \uacf3\uc740 \ub2e8 11%\uc5d0 \ubd88\uacfc\ud588\uc2b5\ub2c8\ub2e4\u00b3<\/span><span data-contrast=\"auto\">.<\/span><\/p>\n<p><span data-contrast=\"auto\">AI \uc5d0\uc774\uc804\ud2b8\ub294 \ube44\uc988\ub2c8\uc2a4 \uc804\ubc18\uc5d0\uc11c \uacc4\uc18d \ub4f1\uc7a5\ud560 \uac83\uc785\ub2c8\ub2e4. \uc9c0\uae08 \ud574\uc57c \ud560 \uc9c4\uc815\uc73c\ub85c \uc911\uc694\ud55c \uc9c8\ubb38\uc740 \u201c\ubb34\uc5c7\uc744 \ud1b5\ud574 \uc774 \uc5d0\uc774\uc804\ud2b8\ub4e4\uc774 \ud568\uaed8 \ud611\ub825\ud558\ub3c4\ub85d \ub9cc\ub4e4 \uac83\uc778\uac00?\u201d\uc785\ub2c8\ub2e4. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2><span class=\"EOP Selected CommentStart SCXW83872282 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:160,&quot;335559739&quot;:80}\"><span class=\"TextRun SCXW220270817 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW220270817 BCX0\" data-ccp-parastyle=\"heading 2\"><span class=\"TextRun SCXW134733412 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW134733412 BCX0\" data-ccp-parastyle=\"heading 1\"><span class=\"EOP Selected SCXW43960983 BCX0\" data-ccp-props=\"{&quot;134245418&quot;:true,&quot;134245529&quot;:true,&quot;335559738&quot;:299,&quot;335559739&quot;:299}\">\uc5d0\uc774\uc804\ud2f1 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc758 \ub4f1\uc7a5<\/span><\/span><\/span><\/span><\/span><\/span><\/h2>\n<p><span data-contrast=\"auto\">\uc774 \uc9c8\ubb38\uc5d0 \ub300\ud55c \ub2f5\uc740 \uc644\ubcbd\ud55c \ub2e8 \ud558\ub098\uc758 \uc5d0\uc774\uc804\ud2b8\ub97c \uc120\ud0dd\ud558\ub294 \uac83\uc5d0 \uc788\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc774\ub97c \uc2e4\ud589\ud558\uae30 \uc704\ud574 \uc124\uacc4\ub41c <a href=\"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/genesys-expands-ecosystem-for-trusted-enterprise-agentic-experience-orchestration\" target=\"_blank\" rel=\"noopener\">\uc0c8\ub85c\uc6b4 \uc6b4\uc601 \ubaa8\ub378<\/a>\uc744 \uc911\uc2ec\uc73c\ub85c \uc62c\ubc14\ub978 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc744 \uad6c\ucd95\ud558\uace0 \uc870\uc728\ud558\ub294 \uac83\uc5d0 \uc788\uc2b5\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc5d0\uc774\uc804\ud2f1 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc740 \uace0\uac1d\uc758 \uc758\ub3c4\ub97c \uacb0\uacfc\ub85c \uc804\ud658\ud558\uae30 \uc704\ud574 \ud568\uaed8 \uc791\ub3d9\ud558\ub294 AI \uc5d0\uc774\uc804\ud2b8, \ud234, \ub9ac\uc18c\uc2a4, \ub370\uc774\ud130\uc758 \uc5f0\uacb0\ub41c \ub124\ud2b8\uc6cc\ud06c\uc785\ub2c8\ub2e4. \uc774 \ub124\ud2b8\uc6cc\ud06c\ub97c \ubc29\uce58\ud558\uba74 \ud63c\ub780\uc2a4\ub7ec\uc6b4 \uc0c1\ud0dc\uac00 \ub429\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8\ub07c\ub9ac \uc11c\ub85c\ub97c \ucc3e\uc9c0 \ubabb\ud558\uace0, \uc5b4\ub5a4 \uc5d0\uc774\uc804\ud2b8\ub3c4 \ud234\uc744 \uc0ac\uc6a9\ud560 \uc218 \uc5c6\uac8c \ub418\uace0, \uc0c1\ud638\uc791\uc6a9 \uac04\uc5d0 \ucee8\ud14d\uc2a4\ud2b8\uc640 \uba54\ubaa8\ub9ac\uac00 \uc804\ub2ec\ub418\uc9c0 \uc54a\uc73c\uba70, \uace0\uac1d\uc774 \uc774\ubbf8 \ubb34\uc2a8 \ub9d0\uc744 \ud588\ub294\uc9c0 \ub610\ub294 \ub2e4\ub978 \uc5d0\uc774\uc804\ud2b8\uac00 \ubb34\uc5c7\uc744 \ud588\ub294\uc9c0 \ud30c\uc545\ud560 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \ud63c\ub780\uc744 \ud53c\ubd80\ub85c \ub290\ub08d\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc120\ub3c4\uc801\uc778 \uc870\uc9c1\ub4e4\uc740 CX \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc758 \uc911\uc2ec\ucd95\uc774 \ub418\ub3c4\ub85d \uc124\uacc4\ub41c \uc0c8\ub85c\uc6b4 \ud615\ud0dc\uc758 \ud50c\ub7ab\ud3fc\uc744 \ud1b5\ud574 \uc774\ub97c \ud574\uacb0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774 \ud50c\ub7ab\ud3fc\uc740 \uace0\uac1d \uc811\uc810\uc5d0\uc11c \uc758\ub3c4\ub97c \uc815\ud655\ud788 \ud30c\uc545\ud558\uace0 \uc804\uccb4 \ub300\ud654\uc758 \ucee8\ud14d\uc2a4\ud2b8\uc640 \uba54\ubaa8\ub9ac\ub97c \uc720\uc9c0\ud558\uace0, \uae30\uc5c5\uc758 \uac70\ubc84\ub10c\uc2a4\uac00 \ubc18\uc601\ub41c \uacb0\uacfc\ub85c \ube60\ub974\uac8c \uc774\ub055\ub2c8\ub2e4. \uc5ec\uc815\uc5d0 \uc5ec\ub7ec \uc5d0\uc774\uc804\ud2b8\uac00 \uac1c\uc785\ud560 \ub54c \uc774\ub294 \ub354\uc6b1 \uc911\uc694\ud574\uc9d1\ub2c8\ub2e4. \ub2e8\uc21c\ud788 \uc5ec\uc815\uc5d0 \ucc38\uc5ec\ud55c \uac01 \uc5d0\uc774\uc804\ud2b8\uac00 \uc131\uacf5\uc744 \ubcf4\uace0\ud558\ub294 \uac83\uc744 \ub118\uc5b4, \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \uacb0\uacfc\uac00 \uc2e4\uc81c\ub85c \ub2ec\uc131\ub418\uc5c8\uc74c\uc744 \ubcf4\uc99d\ud560 \uc218 \uc788\ub294 \ubb34\uc5b8\uac00\uac00 \uc788\uc5b4\uc57c \ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc774\ub97c \uc218\ud589\ud560 \uc218 \uc788\ub294 \ud50c\ub7ab\ud3fc\uacfc \uadf8\ub807\uc9c0 \ubabb\ud55c \ud50c\ub7ab\ud3fc\uc744 \uad6c\ubd84 \uc9d3\ub294 \uc138 \uac00\uc9c0 \ud2b9\uc9d5\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\"><b>\uc2e4\uc2dc\uac04 \uc791\ub3d9.<\/b> CX\ub294 \uc21c\uc2dd\uac04\uc5d0 \uc77c\uc5b4\ub0a9\ub2c8\ub2e4. \ud50c\ub7ab\ud3fc\uc740 \uba87 \ubd84\uc774\ub098 \uba87 \uc2dc\uac04 \ud6c4\uac00 \uc544\ub2c8\ub77c, \uc2dc\uadf8\ub110\uacfc \ucee8\ud14d\uc2a4\ud2b8\uac00 \ubc1c\uc0dd\ud558\ub294 \ubc14\ub85c \uadf8 \uc21c\uac04\uc5d0 \uc774\ub97c \ud3ec\ucc29\ud574\uc57c \ud569\ub2c8\ub2e4.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\"><b>\uac1c\ubc29\ud615 \uc124\uacc4.<\/b> \ub2e8\uc77c \uc5d0\uc774\uc804\ud2b8\ub098 \uacf5\uae09\uc5c5\uccb4\uac00 \ubaa8\ub4e0 \uc0ac\uc6a9 \uc0ac\ub840\uc5d0 \ub300\uc751\ud560 \uc218\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \ub530\ub77c\uc11c \ud50c\ub7ab\ud3fc\uc740 \uc870\uc9c1\uc774 \uc6b4\uc601 \uc911\uc778 \uc2dc\uc2a4\ud15c\uacfc \ud5a5\ud6c4 \ucd94\uac00\ud560 \ud2b9\uc815 \uc5d0\uc774\uc804\ud2b8 \ubc0f \uacf5\uae09\uc5c5\uccb4\uc5d0 \uad11\ubc94\uc704\ud558\uac8c \uc5f0\uacb0\ub418\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\"><b>\uc2e0\ub8b0\uc131.<\/b> \uc5d0\uc774\uc804\ud2b8\uc758 \uc790\uc728\uc131\uc774 \ub192\uc544\uc9c8\uc218\ub85d \uac70\ubc84\ub10c\uc2a4\ub294 \ub2e8\uc21c\ud55c \uaddc\uc815 \uc900\uc218 \uccb4\ud06c\ub9ac\uc2a4\ud2b8\ub97c \ub118\uc5b4, \uaddc\ubaa8 \ud655\uc7a5\uc744 \uac00\ub2a5\ud558\uac8c \ud558\ub294 \uacbd\uc7c1 \uc6b0\uc704\uac00 \ub429\ub2c8\ub2e4.<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">\uc774\ub7ec\ud55c \ud50c\ub7ab\ud3fc\uc740 AI \uc5d0\uc774\uc804\ud2b8, \ud234, \ub9ac\uc18c\uc2a4, \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud558\uace0, \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\ud558\uace0, \uad00\ub9ac\ud568\uc73c\ub85c\uc368 \uae30\uc5b5\uc5d0 \ub0a8\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uacbd\ud5d8\uc758 \uae30\uc900\uc744 \ub192\uc774\uace0 \uc0c8\ub85c\uc6b4 \ud45c\uc900\uc774 \ub418\ub294 \uadf8\ub7ec\ud55c \uacbd\ud5d8\uc744 \uc804\ub2ec\ud560 \uc218 \uc788\uac8c \ub418\ub294 \uac83\uc785\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><span class=\"TextRun SCXW83872282 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW83872282 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW257199888 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW257199888 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW85000872 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW85000872 BCX0\" data-ccp-parastyle=\"heading 3\"><span class=\"TextRun SCXW35946742 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW35946742 BCX0\" data-ccp-parastyle=\"heading 2\"><span class=\"TextRun SCXW138057031 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW138057031 BCX0\" data-ccp-parastyle=\"heading 2\"><span class=\"TextRun SCXW211312447 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun CommentStart SCXW211312447 BCX0\" data-ccp-parastyle=\"heading 1\"><span class=\"TextRun SCXW75883611 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW75883611 BCX0\" data-ccp-parastyle=\"heading 2\">\uc5f0\uacb0: \uc5d0\uc774\uc804\ud2b8\uc5d0 \uc5d0\ucf54\uc2dc\uc2a4\ud15c \uc561\uc138\uc2a4 \uad8c\ud55c \ubd80\uc5ec<\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/span><\/h3>\n<p><span data-contrast=\"auto\">\uc5d0\uc774\uc804\ud2b8\uac00 \ub2e8\uc77c \uc560\ud50c\ub9ac\ucf00\uc774\uc158, \uc6cc\ud06c\ud50c\ub85c\uc6b0, \ub610\ub294 \uc2dc\uc2a4\ud15c\uc5d0\ub9cc \uad6d\ud55c\ub418\uc5b4\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4. \uc0c8\ub86d\uac8c \ucd9c\ud604 \uc911\uc778 \ud45c\uc900\ub4e4\uc740 \uc774\ub97c \uac00\ub2a5\ud558\uac8c \ud569\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8 \uac04(A2A) \ud504\ub85c\ud1a0\ucf5c\uc744 \uc0ac\uc6a9\ud558\uba74 \uc5d0\uc774\uc804\ud2b8\uac00 \ubaa8\ub4e0 \uac83\uc744 \ud63c\uc790 \ucc98\ub9ac\ud558\ub824\uace0 \ud558\ub294 \ub300\uc2e0, \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ub2e4\ub978 \uc5d0\uc774\uc804\ud2b8\uc5d0 \uc791\uc5c5\uc744 \uc704\uc784\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. MCP(Model Context Protocol)\ub294 \ubaa8\ub4e0 \uc0c8\ub85c\uc6b4 \uc0ac\uc6a9 \uc0ac\ub840\ub9c8\ub2e4 \ub9de\ucda4\ud615 \uc5f0\ub3d9\uc744 \ud560 \ud544\uc694 \uc5c6\uc774, \uc5d0\uc774\uc804\ud2b8\uac00 \uc2b9\uc778\ub41c \ud234\uacfc \ub9ac\uc18c\uc2a4\uc5d0 \uc811\uadfc\ud560 \uc218 \uc788\ub294 \ud45c\uc900\uc801\uc778 \ubc29\ubc95\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\uc774 \ub450 \uac00\uc9c0 \uae30\uc220\uc744 \uae30\ubc18\uc73c\ub85c \uc5d0\uc774\uc804\ud2b8\ub294 \uae30\uc5c5 \uc804\ubc18\uc5d0 \ud37c\uc838 \uc788\ub294 \ub370\uc774\ud130\uc640 \uc11c\ube44\uc2a4\uc5d0 \uc561\uc138\uc2a4\ud574\uc57c \ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \uc815\ubcf4\ub97c \ubcf4\uc720\ud558\uace0 \uad00\ub9ac\ud558\ub294 \ub2e4\uc74c\uacfc \uac19\uc740 \uc2dc\uc2a4\ud15c\ub4e4\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4. <\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/p>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">CRM, ERP, HR, ITSM \ubc0f \ub370\uc774\ud130 \ud50c\ub7ab\ud3fc<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">\ub9c8\ucf00\ud305 \uc790\ub3d9\ud654, \ud2f0\ucf13\ud305, \uc9c0\uc2dd, \ucf58\ud150\uce20 \uad00\ub9ac \ub4f1 \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc \ucc3d\ucd9c\uc744 \ub3d5\ub294 \ud234 \ubc0f \ud30c\ud2b8\ub108<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"5\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559683&quot;:0,&quot;335559684&quot;:-2,&quot;335559685&quot;:1080,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">\ud2b9\ud654 \uc5d0\uc774\uc804\ud2b8, \uc74c\uc131 \ubc0f \uc5b8\uc5b4 \uc11c\ube44\uc2a4, \uadf8 \uae30\uc800\uc758 \ud30c\uc6b4\ub370\uc774\uc158 \ubaa8\ub378\uc744 \ud3ec\ud568\ud55c AI \ub808\uc774\uc5b4 \uc790\uccb4<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:200,&quot;335559740&quot;:300}\">\u00a0<\/span><\/li>\n<\/ul>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3><span class=\"TextRun SCXW83872282 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW83872282 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\ud568&#8221;, Manoj Bhatia, 2026\ub144 8\uc6d4 10\uc77c\u200b<\/span><\/p>\n<p><span data-contrast=\"none\">\u00b2<\/span><span data-contrast=\"none\">\uac00\ud2b8\ub108 \ubcf4\ub3c4\uc790\ub8cc, &#8220;\uac00\ud2b8\ub108 \uc124\ubb38\uc870\uc0ac: \uace0\uac1d \uc11c\ube44\uc2a4 \ub9ac\ub354\uc758 91%\uac00 2026\ub144 AI \ub3c4\uc785 \uc555\ubc15\uc744 \ubc1b\uace0 \uc788\uc74c&#8221;, 2026\ub144 2\uc6d4 18\uc77c. <\/span><a href=\"https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026\"><span data-contrast=\"none\">https:\/\/www.gartner.com\/en\/newsroom\/press-releases\/2026-02-18-gartner-survey-finds-ninety-one-percent-of-customer-service-leaders-under-pressure-to-implement-ai-in-2026<\/span><\/a><\/p>\n<p><span data-contrast=\"none\">GARTNER\ub294 Gartner, Inc. \ubc0f \uadf8 \uacc4\uc5f4\uc0ac\uc758 \uc0c1\ud45c\uc785\ub2c8\ub2e4.\u200b<\/span><span 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