{"id":423840,"date":"2024-03-26T07:50:00","date_gmt":"2024-03-26T14:50:00","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/webex-%e3%81%ae%e5%bc%b7%e3%81%bf%e3%82%92%e7%94%9f%e3%81%8b%e3%81%97%e3%81%a6-ai-%e6%99%82%e4%bb%a3%e3%81%ae%e9%a1%a7%e5%ae%a2%e4%bd%93%e9%a8%93%e3%82%92%e6%8e%a8%e9%80%b2\/"},"modified":"2024-07-11T00:02:29","modified_gmt":"2024-07-11T07:02:29","slug":"navigating-customer-experience-in-the-age-of-ai","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/navigating-customer-experience-in-the-age-of-ai\/","title":{"rendered":"Webex \u306e\u5f37\u307f\u3092\u751f\u304b\u3057\u3066 AI \u6642\u4ee3\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u63a8\u9032"},"content":{"rendered":"\n<p>\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CCaaS\uff09\u696d\u754c\u306f\u3001\u5927\u304d\u306a\u5909\u5316\u3092\u9042\u3052\u3064\u3064\u3042\u308a\u307e\u3059\u3002 \u9867\u5ba2\u304c\u6c42\u3081\u3066\u3044\u308b\u306e\u306f\u554f\u984c\u306e\u8fc5\u901f\u306a\u89e3\u6c7a\u3068\u3088\u308a\u7c21\u5358\u306a\u65b9\u6cd5\u3067\u306e\u95a2\u308f\u308a\u65b9\u3067\u3042\u308a\u3001\u4f01\u696d\u306f\u305d\u3046\u3057\u305f\u9867\u5ba2\u306e\u8981\u671b\u306b\u6025\u3044\u3067\u5bfe\u5fdc\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u307e\u3059\u3002 \u81ea\u52d5\u5316\u3068 AI \u304c\u305d\u306e\u52a9\u3051\u306b\u306a\u308b\u3068\u8003\u3048\u3089\u308c\u3066\u3044\u307e\u3059\u304c\u3001AI \u304c\u5c0e\u5165\u3055\u308c\u305f\u65b0\u3057\u3044\u4e16\u754c\u3067\u306f\u4f53\u9a13\u306e\u91cd\u8981\u3055\u3092\u898b\u5931\u308f\u306a\u3044\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 \u3072\u3069\u3044\u4f53\u9a13\u306b\u3088\u3063\u3066\u3001\u4f01\u696d\u306e\u53ce\u76ca\u3084\u9867\u5ba2\u306e\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3001\u3055\u3089\u306b\u306f\u30d6\u30e9\u30f3\u30c9\u306e\u8a55\u5224\u3055\u3048\u3082\u640d\u306a\u308f\u308c\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<p>Webex \u306f\u3001\u591a\u304f\u306e\u30b0\u30ed\u30fc\u30d0\u30eb\u4f01\u696d\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u652f\u3048\u3066\u3044\u307e\u3059\u3002 \u307e\u305f\u3001\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30b9\u30a4\u30fc\u30c8\u3068\u3001\u30af\u30e9\u30a6\u30c9\u96fb\u8a71\u306b\u95a2\u3059\u308b\u8c4a\u5bcc\u306a\u7d4c\u9a13\u3067\u3082\u3088\u304f\u77e5\u3089\u308c\u3066\u304a\u308a\u3001Webex Calling \u306e\u30e6\u30fc\u30b6\u30fc\u6570\u306f 1,400 \u4e07\u4eba\u306b\u4e0a\u308a\u307e\u3059\u3002 AI \u306e\u5206\u91ce\u3067\u306f\u3001\u8a00\u8a9e\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3001\u30aa\u30fc\u30c7\u30a3\u30aa\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3001\u30d3\u30c7\u30aa\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u306b\u304a\u3051\u308b 10 \u5e74\u306e\u7d4c\u9a13\u304c\u3042\u308a\u307e\u3059\u3002 Webex \u3067\u306f\u3001\u9867\u5ba2\u4f53\u9a13\uff08CX\uff1a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u306e\u30cf\u30fc\u30c9\u30eb\u304c\u307e\u3059\u307e\u3059\u9ad8\u304f\u306a\u3063\u3066\u3044\u308b\u3053\u3068\u3092\u8a8d\u8b58\u3057\u3066\u304a\u308a\u3001\u304a\u5ba2\u69d8\u304c\u3053\u306e CX \u3068 AI \u306e\u65b0\u6642\u4ee3\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u3051\u308b\u3088\u3046\u3001\u6700\u9ad8\u306e\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002 \u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u306f\u3001Webex \u306b\u671f\u5f85\u3055\u308c\u3066\u3044\u308b\u30ec\u30d9\u30eb\u3068\u540c\u3058\u30ec\u30d9\u30eb\u306e\u54c1\u8cea\u3001\u9769\u65b0\u6027\u3001\u4fe1\u983c\u6027\u3092\u6301\u305f\u305b\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u6700\u65b0\u306e <a href=\"https:\/\/www.webex.com\/jp\/ja\/products\/customer-experience\/contact-center.html\" target=\"_blank\" rel=\"noopener\" title=\"Webex Contact Center\">Webex Contact Center<\/a> \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u81ea\u5df1\u5b66\u7fd2\u578b\u3067\u3042\u308a\u3001\u30c7\u30b8\u30bf\u30eb\u3068\u97f3\u58f0\u306e\u4e21\u30c1\u30e3\u30cd\u30eb\u304c\u7d71\u5408\u3055\u308c\u305f\u4f53\u9a13\u3092\u751f\u307f\u51fa\u3057\u307e\u3059\u3002 \u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u901a\u3058\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a2\u30e9\u30fc\u30c8\u3068\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u304c\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u3088\u308b\u5bfe\u5fdc\u3092\u5fc5\u8981\u3068\u3059\u308b\u969b\u306b\u306f\u3001Webex \u304c\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u63a5\u7d9a\u3057\u307e\u3059\u3002 Webex Contact Center \u306f\u5358\u4e00\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3042\u308a\u3001\u9867\u5ba2\u304b\u3089\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u3001\u30d0\u30c3\u30af\u30aa\u30d5\u30a3\u30b9\u3001IT \u90e8\u9580\u306b\u81f3\u308b\u307e\u3067\u3001\u9867\u5ba2\u4f53\u9a13\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u95a2\u308f\u308b\u3059\u3079\u3066\u306e\u30e6\u30fc\u30b6\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u307e\u3059\u3002 Webex \u306f\u3001\u304a\u5ba2\u69d8\u304c\u6700\u9ad8\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u4fe1\u5ff5\u3092\u3082\u3063\u3066\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<div>\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Burrell Behavioral Health streamlines patient communications with Webex Contact Center\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/E0AnkCZg4ac?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u9867\u5ba2\u4f53\u9a13\u306e\u305f\u3081\u306e\u3001\u76ee\u7684\u306b\u5408\u308f\u305b\u3066\u69cb\u7bc9\u3057\u305f AI<\/h2>\n\n\n\n<p>Webex \u3067\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u5411\u4e0a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u696d\u52d9\u80fd\u529b\u5411\u4e0a\u3001\u30d3\u30b8\u30cd\u30b9\u306e\u52b9\u7387\u5316\u306a\u3069\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u30a8\u30b3\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u306b\u308f\u305f\u3063\u3066\u3001\u76ee\u7684\u306b\u5408\u308f\u305b\u3066\u69cb\u7bc9\u3057\u305f AI \u306e\u529b\u3092\u6d3b\u7528\u3057\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.webex.com\/jp\/ja\/ai\/index.html\" target=\"_blank\" rel=\"noopener\" title=\"Cisco Webex AI Assistant\">Cisco Webex AI Assistant<\/a> \u306f\u3001\u9867\u5ba2\u30cb\u30fc\u30ba\u306e\u4e88\u6e2c\u3001\u554f\u984c\u306e\u8fc5\u901f\u306a\u89e3\u6c7a\u3001\u8c4a\u304b\u306a\u4f53\u9a13\u306e\u63d0\u4f9b\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n\n\n\n<p>Webex \u3092\u4f7f\u7528\u3059\u308b\u5229\u70b9\u306e 1 \u3064\u306f\u3001AI \u6226\u7565\u306e\u4e00\u74b0\u3068\u3057\u3066\u3001\u5927\u898f\u6a21\u8a00\u8a9e\u30e2\u30c7\u30eb\uff08LLM\uff09\u3068\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u30e1\u30c7\u30a3\u30a2\u30e2\u30c7\u30eb\uff08RMM\uff09\u306e\u4e21\u65b9\u3092\u4f7f\u7528\u3057\u3066\u3044\u308b\u3053\u3068\u3067\u3059\u3002 \u696d\u754c\u3067\u306f LLM \u3092\u4e2d\u5fc3\u3068\u3057\u3066\u3001\u30c6\u30ad\u30b9\u30c8\uff08\u96fb\u5b50\u30e1\u30fc\u30eb\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u3001\u6587\u5b57\u8d77\u3053\u3057\u3001\u30c9\u30ad\u30e5\u30e1\u30f3\u30c8\uff09\u306b\u7126\u70b9\u304c\u5f53\u3066\u3089\u308c\u3066\u3044\u307e\u3059\u3002 \u4e00\u65b9 Webex \u3067\u306f\u3001\u97f3\u58f0\u3084\u58f0\u306e\u30c8\u30fc\u30f3\uff08\u30aa\u30fc\u30c7\u30a3\u30aa\uff09\u3001\u30ea\u30a2\u30af\u30b7\u30e7\u30f3\u3084\u30b8\u30a7\u30b9\u30c1\u30e3\u30fc\uff08\u30d3\u30c7\u30aa\uff09\u306a\u3069\u3001\u30de\u30eb\u30c1\u30e1\u30c7\u30a3\u30a2\u306e\u30c7\u30fc\u30bf\u3092\u6d3b\u7528\u3059\u308b RMM \u306b\u3082\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u307e\u3059\u3002 LMM \u3068 RMM \u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u306e\u5229\u70b9\u306f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u5229\u7528\u3067\u304d\u308b\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u304c\u305d\u308c\u3060\u3051\u8c4a\u5bcc\u306b\u306a\u308b\u3053\u3068\u3067\u3059\u3002 \u305f\u3068\u3048\u3070\u96fb\u8a71\u3067\u306e\u4f1a\u8a71\u3067\u304d\u308c\u3044\u306a\u97f3\u58f0\u3092\u9332\u97f3\u3067\u304d\u308c\u3070\u3001\u6587\u5b57\u8d77\u3053\u3057\u3084\u901a\u8a71\u5185\u5bb9\u306e\u8981\u7d04\u304c\u3088\u308a\u6b63\u78ba\u306b\u306a\u308a\u307e\u3059\u3002 \u901a\u8a71\u54c1\u8cea\u304c\u60aa\u304f\u3066\u4f1a\u8a71\u306e\u4e00\u90e8\u304c\u805e\u304d\u53d6\u308c\u306a\u3044\u3068\u3001\u8981\u7d04\u304c\u4e0d\u5b8c\u5168\u306b\u306a\u308a\u3001\u9867\u5ba2\u304c\u540c\u3058\u3053\u3068\u3092\u8a71\u3055\u306a\u304f\u3066\u306f\u306a\u3089\u306a\u304f\u306a\u308a\u307e\u3059\u3002 \u3088\u308a\u8cea\u306e\u9ad8\u3044\u4f53\u9a13\u306f\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u30b9\u30b3\u30a2\u306e\u4e0a\u6607\u3084\u3001\u9867\u5ba2\u306e\u7dcf\u5408\u7684\u306a\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>\u300c\u91d1\u878d\u30b5\u30fc\u30d3\u30b9\u696d\u754c\u3067\u306f\u3001\u5f93\u696d\u54e1\u304c\u4e00\u6d41\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u3001\u9069\u5207\u306a\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u5c0e\u5165\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 First Horizon Bank \u306f\u3001\u30b7\u30b9\u30b3\u3068\u9577\u5e74\u306b\u308f\u305f\u3063\u3066\u30d1\u30fc\u30c8\u30ca\u30fc\u30b7\u30c3\u30d7\u3092\u7d50\u3093\u3067\u3044\u307e\u3059\u3002\u5f53\u884c\u3067\u306f\u3001Webex Contact Center \u5411\u3051 Cisco AI Assistant \u3092\u8a66\u9a13\u7684\u306b\u5c0e\u5165\u3057\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u307e\u305f\u306f\u300c<em>\u30d0\u30fc\u30c1\u30e3\u30eb\u884c\u54e1<\/em>\u300d\u304c\u8a18\u61b6\u306b\u6b8b\u308b\u9867\u5ba2\u4f53\u9a13\u3092\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u308f\u305a\u304b\u6570\u9031\u9593\u3067\u3001\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u306e\u51e6\u7406\u306b\u304b\u304b\u308b\u6642\u9593\u304c 4 \u5206\u306e 1 \u306b\u6539\u5584\u3055\u308c\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30a6\u30a7\u30eb\u30cd\u30b9\u6a5f\u80fd\u3060\u3051\u3067\u3082\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u30b9\u30b3\u30a2\u304c 1 \uff5e 5 \u6bb5\u968e\u4e2d\u306e 4.8 \u304b\u3089 4.9 \u306b\u4e0a\u6607\u3057\u305f\u3068\u306e\u5831\u544a\u304c\u3042\u308a\u307e\u3059\u300d<\/p>\n<cite>First Horizon Bank\u3001\u97f3\u58f0\u30b5\u30fc\u30d3\u30b9\u30de\u30cd\u30fc\u30b8\u30e3\u3001VP\u3001Jason O\u2019Dell \u6c0f<\/cite><\/blockquote>\n\n\n\n<p>CSAT \u30b9\u30b3\u30a2\u306b\u3064\u3044\u3066\u306f\u3001\u6700\u9ad8\u30b9\u30b3\u30a2\u3068\u6700\u4f4e\u30b9\u30b3\u30a2\u306e\u4e21\u65b9\u3092\u53ef\u8996\u5316\u3059\u308b\u3053\u3068\u304c\u3001\u6539\u5584\u3092\u7d99\u7d9a\u3059\u308b\u305f\u3081\u306b\u306f\u91cd\u8981\u3067\u3042\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002 \u305d\u308c\u304c\u3001<strong>\u81ea\u52d5\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u30b9\u30b3\u30a2<\/strong>\u306e\u6a5f\u80fd\u3092\u958b\u767a\u3057\u305f\u7406\u7531\u3067\u3059\u3002 \u3053\u306e\u6a5f\u80fd\u3067\u306f\u72ec\u81ea\u306b\u958b\u767a\u3057\u305f AI \u6a5f\u80fd\u3092\u4f7f\u7528\u3057\u3066\u3001\u9867\u5ba2\u3068\u306e\u5bfe\u8a71\u5f8c\u306e CSAT \u3092\u4e88\u6e2c\u3057\u307e\u3059\u3002\u5bfe\u8a71\u5f8c\u306e\u8abf\u67fb\u3067\u306f\u305f\u3063\u305f 3 \uff5e 10% \u3057\u304b\u56de\u7b54\u3092\u5f97\u3089\u308c\u306a\u3044\u306e\u306b\u5bfe\u3057\u3066\u3001\u3059\u3079\u3066\u306e\u5bfe\u8a71\u3092\u610f\u601d\u6c7a\u5b9a\u306b\u6d3b\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"935\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-autocsat.png\" alt=\"\u81ea\u52d5\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u30b9\u30b3\u30a2\" class=\"wp-image-421415\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-autocsat.png 1280w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-autocsat-768x561.png 768w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>\u307e\u305f\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u5185\u306e\u65e5\u5e38\u696d\u52d9\u3092\u5f37\u5316\u3059\u308b\u305f\u3081\u306b\u3001\u3044\u304f\u3064\u304b\u306e\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306b\u3082\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002 \u305f\u3068\u3048\u3070\u3001\u73fe\u5728\u30d9\u30fc\u30bf\u7248\u3068\u3057\u3066\u63d0\u4f9b\u3055\u308c\u3066\u3044\u308b<strong>\u30c8\u30d4\u30c3\u30af\u5206\u6790<\/strong>\u3068\u3044\u3046\u65b0\u3057\u3044\u6a5f\u80fd\u306f\u3001AI \u3092\u6d3b\u7528\u3057\u3066\u3001\u9867\u5ba2\u304c\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u96fb\u8a71\u3092\u304b\u3051\u3066\u304f\u308b\u7406\u7531\u306e\u3046\u3061\u4e0a\u4f4d\u306b\u3042\u308b\u3082\u306e\u3092\u7279\u5b9a\u3057\u307e\u3059\u3002 \u3053\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u304c\u3042\u308c\u3070\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u306f\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u81ea\u52d5\u5316\u6226\u7565\u3068\u30c7\u30b8\u30bf\u30eb\u5bfe\u5fdc\u6226\u7565\u3092\u69cb\u7bc9\u3059\u308b\u3053\u3068\u3067\u3001\u96fb\u8a71\u304c\u304b\u304b\u3063\u3066\u304f\u308b\u4e0a\u4f4d\u306e\u7406\u7531\u306b\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306b\u5bfe\u51e6\u3067\u304d\u307e\u3059\u3002 \u5185\u5bb9\u306b\u3088\u3063\u3066\u306f\u96fb\u8a71\u306e\u5fc5\u8981\u6027\u3092\u5b8c\u5168\u306b\u6392\u9664\u3067\u304d\u308b\u53ef\u80fd\u6027\u3082\u3042\u308a\u307e\u3059\u3002 \u901a\u8a71\u4ef6\u6570\u304c\u5927\u5e45\u306b\u6e1b\u308a\u3001\u3088\u308a\u8907\u96d1\u3067\u4fa1\u5024\u306e\u9ad8\u3044\u9867\u5ba2\u5bfe\u5fdc\u306b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5c02\u5ff5\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u306e\u3067\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-topic-analytics-beta.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"714\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-topic-analytics-beta.png\" alt=\"Webex \u30c8\u30d4\u30c3\u30af\u5206\u6790\uff08\u30d9\u30fc\u30bf\u7248\uff09\" class=\"wp-image-421425\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-topic-analytics-beta.png 1280w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-topic-analytics-beta-768x428.png 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-topic-analytics-beta-415x230.png 415w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u696d\u52d9\u80fd\u529b\u5411\u4e0a<\/h2>\n\n\n\n<p>\u3088\u308a\u591a\u304f\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u306f\u3001\u7d44\u7e54\u306b\u3068\u3063\u3066\u76ee\u7684\u306e\u306f\u3063\u304d\u308a\u3057\u305f\u9053\u306b\u601d\u3048\u307e\u3059\u304c\u3001\u73fe\u5b9f\u306b\u306f\u3001\u4eba\u3068\u306e\u3064\u306a\u304c\u308a\u304c\u6700\u9ad8\u306e\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u5834\u5408\u3082\u3042\u308a\u307e\u3059\u3002 \u3053\u306e\u3088\u3046\u306a\u72b6\u6cc1\u3067\u306f\u3001\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304b\u3089\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3078\u306e\u5f15\u304d\u7d99\u304e\u304c\u5fc5\u9808\u3067\u3059\u3002 \u9867\u5ba2\u306b\u3068\u3063\u3066\u306f\u3001\u5f15\u304d\u7d99\u304e\u306f\u672c\u5f53\u306b\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u6e9c\u307e\u308b\u539f\u56e0\u306b\u306a\u308b\u53ef\u80fd\u6027\u304c\u3042\u308a\u307e\u3059\u3002 \u540c\u3058\u3053\u3068\u3092\u3082\u3046\u4e00\u5ea6\u4f1d\u3048\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u306e\u306f\u3001\u8ab0\u306b\u3068\u3063\u3066\u3082\u5acc\u306a\u3053\u3068\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u3057\u304b\u3057\u3001\u305d\u306e\u3088\u3046\u306a\u6a5f\u68b0\u7684\u306a\u5f15\u304d\u7d99\u304e\u3067\u306f\u306a\u304f\u3001\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5f15\u304d\u7d99\u3050\u969b\u306b\u5fc5\u8981\u306a\u60c5\u5831\u304c\u4f1d\u308f\u308b\u3068\u3057\u305f\u3089\u3069\u3046\u3067\u3057\u3087\u3046\u304b\u3002 \u3053\u3053\u3067\u3001<strong>\u4f1a\u8a71\u8981\u7d04\u6a5f\u80fd<\/strong>\u304c\u9867\u5ba2\u4f53\u9a13\u306e\u6539\u5584\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002 AI \u3092\u6d3b\u7528\u3059\u308b\u3053\u306e\u8981\u7d04\u6a5f\u80fd\u306f\u3001\u9867\u5ba2\u3068\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u9593\u3067\u884c\u308f\u308c\u305f\u6700\u521d\u306e\u3084\u308a\u53d6\u308a\u306e\u8981\u70b9\u3092\u307e\u3068\u3081\u307e\u3059\u3002 \u96fb\u8a71\u3092\u53d7\u3051\u308b\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u4f1a\u8a71\u304c\u8ee2\u9001\u3055\u308c\u308b\u969b\u306b\u306f\u3001\u95a2\u9023\u3059\u308b\u3059\u3079\u3066\u306e\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u304c\u4fdd\u6301\u3055\u308c\u3066\u3044\u308b\u306e\u3067\u3001 \u9867\u5ba2\u306f\u540c\u3058\u8a71\u3092\u7e70\u308a\u8fd4\u3059\u5fc5\u8981\u304c\u306a\u3044\u305f\u3081\u306b\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u611f\u3058\u308b\u3053\u3068\u306a\u304f\u3001\u3088\u308a\u5408\u7406\u7684\u3067\u6e80\u8db3\u5ea6\u306e\u9ad8\u3044\u30b5\u30dd\u30fc\u30c8\u4f53\u9a13\u3092\u5f97\u3089\u308c\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u3082\u77ed\u7e2e\u3055\u308c\u307e\u3059\u3002<\/p>\n\n\n\n<p>\u307e\u305f\u4f1a\u8a71\u8981\u7d04\u6a5f\u80fd\u306b\u3088\u308a\u3001\u901a\u8a71\u304c\u5207\u308c\u3066\u3057\u307e\u3063\u305f\u5834\u5408\u306b\u3082\u7d99\u7d9a\u6027\u304c\u4fdd\u305f\u308c\u307e\u3059\u3002\u96fb\u6ce2\u72b6\u6cc1\u304c\u60aa\u3044\u305b\u3044\u3067\u643a\u5e2f\u304c\u3064\u306a\u304c\u3089\u306a\u304f\u306a\u308b\u72b6\u6cc1\u306f\u3001\u8ab0\u3082\u304c\u7d4c\u9a13\u3057\u305f\u3053\u3068\u304c\u3042\u308b\u306f\u305a\u3067\u3059\u3002 <strong>\u4e2d\u65ad\u901a\u8a71\u8981\u7d04\u6a5f\u80fd<\/strong>\u306b\u3088\u3063\u3066\u3001\u6b21\u306b\u96fb\u8a71\u3092\u53d7\u3051\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3001\u3069\u3053\u3067\u9867\u5ba2\u3068\u306e\u901a\u8a71\u304c\u5207\u308c\u3066\u3057\u307e\u3063\u305f\u306e\u304b\u3092\u6b63\u78ba\u306b\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002 \u4f1a\u8a71\u8981\u7d04\u6a5f\u80fd\u3001\u4e2d\u65ad\u901a\u8a71\u8981\u7d04\u6a5f\u80fd\u3001\u81ea\u52d5\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u30b9\u30b3\u30a2\u3001\u30c8\u30d4\u30c3\u30af\u5206\u6790\u306a\u3069\u7d20\u6674\u3089\u3057\u3044\u6a5f\u80fd\u306e\u6570\u3005\u304c\u3001\u73fe\u5728\u306f\u30d9\u30fc\u30bf\u7248\u3068\u3057\u3066\u3054\u5229\u7528\u3044\u305f\u3060\u3051\u307e\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-with-cisco-ai-assistant-embedded-on-side.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"909\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-with-cisco-ai-assistant-embedded-on-side.png\" alt=\"AI \u30a2\u30b7\u30b9\u30bf\u30f3\u30c8\u6a5f\u80fd\u304c\u7d44\u307f\u8fbc\u307e\u308c\u305f Webex Contact Center\" class=\"wp-image-421435\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-with-cisco-ai-assistant-embedded-on-side.png 1280w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-with-cisco-ai-assistant-embedded-on-side-768x545.png 768w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p>\u305d\u308c\u3060\u3051\u3067\u3042\u308a\u307e\u305b\u3093\u3002\u3055\u3089\u306b\u4e00\u6b69\u9032\u3081\u3001\u751f\u6210 AI \u3092\u6d3b\u7528\u3057\u305f<strong>\u5fdc\u7b54\u63d0\u6848\u6a5f\u80fd<\/strong>\u3092\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5229\u7528\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u307e\u3059\u3002 \u3053\u306e\u65b0\u6a5f\u80fd\u306f 2024 \u5e74\u4e0b\u534a\u671f\u306b\u30d9\u30fc\u30bf\u7248\u3068\u3057\u3066\u63d0\u4f9b\u3055\u308c\u308b\u4e88\u5b9a\u3067\u3001\u30c7\u30b8\u30bf\u30eb\u306a\u5bfe\u8a71\u3092\u5206\u6790\u3057\u3001\u4f1a\u8a71\u306e\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306b\u57fa\u3065\u3044\u3066\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u6700\u9069\u306a\u5fdc\u7b54\u3092\u81ea\u52d5\u7684\u306b\u63d0\u6848\u3057\u307e\u3059\u3002 \u3053\u3053\u3067\u3082 AI \u306e\u50cd\u304d\u306b\u3088\u3063\u3066\u3001\u52b9\u7387\u6027\u3068\u6709\u52b9\u6027\u3092\u9ad8\u3081\u3066\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u307e\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-contact-summary.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"923\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-contact-summary.png\" alt=\"Webex Contact Center \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 \u30b3\u30f3\u30bf\u30af\u30c8\u8981\u7d04\" class=\"wp-image-421445\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-contact-summary.png 1280w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-contact-summary-768x554.png 768w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Webex Contact Center \u3067\u3055\u3089\u306a\u308b\u4fa1\u5024\u3092\u63d0\u4f9b<\/h2>\n\n\n\n<p>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u6700\u9069\u5316\u306b\u5411\u3051\u3066\u3001Webex \u306e\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u306e\u4e2d\u6838\u7684\u306a\u54c1\u8cea\u7ba1\u7406\u6a5f\u80fd\u304c Webex Contact Center \u306e\u65b0\u30e9\u30a4\u30bb\u30f3\u30b9\u306b\u542b\u307e\u308c\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3057\u305f\u3002 \u3055\u3089\u306b\u3001\u8108\u3005\u3068\u3057\u305f\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u306e\u6d41\u308c\u3092\u304a\u5ba2\u69d8\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u91cd\u70b9\u3092\u7f6e\u3044\u305f Webex \u306e\u53d6\u308a\u7d44\u307f\u306e\u4e00\u74b0\u3067 2024 \u5e74\u590f\u306b\u304a\u5c4a\u3051\u3059\u308b\u306e\u304c\u3001\u3053\u308c\u307e\u3067\u306b\u4ee5\u4e0a\u306b\u6df1\u5316\u3057\u305f\u3001\u4e3b\u8981 CRM \u30d7\u30ed\u30d0\u30a4\u30c0\u30fc\u3068\u306e\u65b0\u305f\u306a\u7d71\u5408\u3067\u3059\u3002 Salesforce\u3001Microsoft Dynamics 365\u3001ServiceNow \u3068\u306e\u7d71\u5408\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u9867\u5ba2\u60c5\u5831\u3092\u6ede\u308a\u306a\u304f\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u51e6\u7406\u3057\u3001\u7d71\u5408\u3055\u308c\u305f\u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u304b\u3089\u9ad8\u5ea6\u306a\u901a\u8a71\u95a2\u9023\u30bf\u30b9\u30af\u3092\u76f4\u63a5\u7ba1\u7406\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002 \u3053\u308c\u3067\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u304c\u30b7\u30f3\u30d7\u30eb\u306b\u306a\u308a\u3001\u5168\u4f53\u7684\u306a\u52b9\u7387\u304c\u5411\u4e0a\u3057\u307e\u3059\u3002<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u4fe1\u983c\u6027\u306f\u6b20\u304b\u305b\u306a\u3044\u3082\u306e<\/h2>\n\n\n\n<p>\u3053\u306e\u30d6\u30ed\u30b0\u3067\u306f\u4e3b\u306b Webex Contact Center \u3068 AI \u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3044\u307e\u3059\u304c\u3001\u305d\u308c\u3068\u306f\u5225\u306e\u30a2\u30c9\u30d0\u30a4\u30b9\u3092 1 \u3064\u3054\u7d39\u4ecb\u3057\u305f\u3044\u3068\u601d\u3044\u307e\u3059\u3002 \u305d\u308c\u306f\u3001\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a AI \u4f53\u9a13\u306e\u5b9f\u73fe\u306b\u5fc5\u8981\u3068\u306a\u308b\u81a8\u5927\u306a\u30c7\u30fc\u30bf\u306b\u306f\u3001\u591a\u5927\u306a\u8cac\u4efb\u304c\u4f34\u3046\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002 \u3064\u307e\u308a\u3001\u9867\u5ba2\u3068\u306e\u4fe1\u983c\u95a2\u4fc2\u3092\u7dad\u6301\u3057\u306a\u304c\u3089\u305d\u308c\u3089\u306e\u4f53\u9a13\u3092\u4fdd\u8b77\u3059\u308b\u8cac\u4efb\u3067\u3059\u3002<\/p>\n\n\n\n<p>\u30b7\u30b9\u30b3\u306b\u306f\u3001\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30b0\u30ec\u30fc\u30c9\u306e\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u306e\u63d0\u4f9b\u306b\u95a2\u3059\u308b\u8c4a\u5bcc\u306a\u7d4c\u9a13\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u304c\u3001AI \u3092\u6d3b\u7528\u3057\u305f CX \u6226\u7565\u3092\u8ffd\u6c42\u3059\u308b\u3068\u540c\u6642\u306b\u5f37\u56fa\u306a\u4fdd\u8b77\u3092\u6c42\u3081\u3066\u3044\u308b\u4f01\u696d\u306b\u3068\u3063\u3066\u306e\u4fe1\u983c\u3067\u304d\u308b\u30d1\u30fc\u30c8\u30ca\u30fc\u3068\u3057\u3066\u30b7\u30b9\u30b3\u304c\u4f4d\u7f6e\u3065\u3051\u3089\u308c\u3066\u3044\u308b\u7406\u7531\u3067\u3059\u3002 \u30b7\u30b9\u30b3\u306e<a href=\"https:\/\/www.cisco.com\/c\/dam\/en_us\/about\/doing_business\/trust-center\/docs\/cisco-responsible-artificial-intelligence-framework.pdf\" target=\"_blank\" rel=\"noopener\" title=\"\u8cac\u4efb\u3042\u308b AI \u306e\u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af\">\u8cac\u4efb\u3042\u308b AI \u30d5\u30ec\u30fc\u30e0\u30ef\u30fc\u30af<\/a>\u3067\u306f\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3001\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3001\u4eba\u6a29\u3092\u88fd\u54c1\u958b\u767a\u306e\u6700\u524d\u7dda\u306b\u636e\u3048\u305f AI \u30ac\u30d0\u30ca\u30f3\u30b9\u3078\u306e\u53d6\u308a\u7d44\u307f\u3092\u6982\u8aac\u3057\u3066\u3044\u307e\u3059\u3002 \u30b7\u30b9\u30b3\u3078\u306e\u9ad8\u3044\u8a55\u4fa1\u3082\u3042\u3063\u3066\u3001\u3053\u306e\u5f37\u56fa\u306a\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u57fa\u76e4\u304c\u3001\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3068\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u304c\u6700\u5927\u306e\u95a2\u5fc3\u4e8b\u3067\u3042\u308b\u5e02\u5834\u306b\u304a\u3044\u3066\u9ad8\u3044\u4fe1\u983c\u30ec\u30d9\u30eb\u3092\u7dad\u6301\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><a href=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-managing-users-via-webex-contact-center.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1280\" height=\"680\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-managing-users-via-webex-contact-center.png\" alt=\"Webex Contact Center \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8 - Webex Contact Center \u306b\u3088\u308b\u30e6\u30fc\u30b6\u30fc\u7ba1\u7406\" class=\"wp-image-421370\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-managing-users-via-webex-contact-center.png 1280w, https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/webex-contact-center-agent-managing-users-via-webex-contact-center-768x408.png 768w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/a><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Webex \u306e\u591a\u69d8\u306a CX \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3<\/h2>\n\n\n\n<p>\u4f01\u696d\u304c AI \u3092\u6d3b\u7528\u3057\u305f CX \u6226\u7565\u3092\u8ffd\u6c42\u3059\u308b\u969b\u306b\u3001\u8003\u616e\u3059\u3079\u304d\u70b9\u304c\u591a\u3005\u3042\u308b\u3053\u3068\u3092\u30b7\u30b9\u30b3\u306f\u7406\u89e3\u3057\u3066\u3044\u307e\u3059\u3002 \u4f01\u696d\u306e\u30cb\u30fc\u30ba\u306f\u3055\u307e\u3056\u307e\u3067\u3042\u308a\u3001\u5909\u9769\u306e\u30d5\u30a7\u30fc\u30ba\u304c\u7570\u306a\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u3053\u3068\u3082\u8a8d\u8b58\u3057\u3066\u3044\u307e\u3059\u3002 \u3053\u306e\u591a\u69d8\u306a\u30cb\u30fc\u30ba\u306b\u5fdc\u3048\u308b\u305f\u3081\u306b\u3001Webex \u3067\u306f UCaaS\u3001CCaaS\u3001CPaaS \u306e\u6a5f\u80fd\u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3057\u305f CX \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u30dd\u30fc\u30c8\u30d5\u30a9\u30ea\u30aa\u3092\u63d0\u4f9b\u3057\u3066\u3044\u307e\u3059\u3002 \u512a\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u5c4a\u3051\u308b\u8cac\u4efb\u306f\u3059\u3079\u3066\u306e\u4eba\u306b\u3042\u308b\u3068\u3044\u3046\u601d\u3044\u304b\u3089\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3001\u5f93\u696d\u54e1\u3001\u5404\u30c1\u30fc\u30e0\u306e\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3059\u3055\u307e\u3056\u307e\u306a\u30aa\u30d7\u30b7\u30e7\u30f3\u3092\u8a2d\u8a08\u3057\u307e\u3057\u305f\u3002 \u4ee5\u4e0b\u306f\u3001Webex \u306e CX \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306e\u5185\u5bb9\u3067\u3059\u3002<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Webex Contact Center<\/strong>\uff08Standard\u3001Premium\uff09\u306f\u3001AI \u6a5f\u80fd\u3092\u5099\u3048\u305f\u30aa\u30fc\u30eb\u30a4\u30f3\u30ef\u30f3\u306e\u30de\u30eb\u30c1\u30c6\u30ca\u30f3\u30c8\u306e\u30af\u30e9\u30a6\u30c9 \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8 \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3042\u308a\u3001\u5e45\u5e83\u3044\u696d\u7a2e\u3001\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u3001\u5730\u57df\u306b\u5bfe\u5fdc\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n\n\n\n<li><strong>Webex Contact Center Enterprise<\/strong> \u306f\u3001\u5305\u62ec\u7684\u3067\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u304c\u3067\u304d\u308b\u3001\u9ad8\u5ea6\u306b\u30bb\u30ad\u30e5\u30a2\u306a\u5c02\u7528\u30a4\u30f3\u30b9\u30bf\u30f3\u30b9\u306e\u30af\u30e9\u30a6\u30c9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4e16\u754c\u3067\u3082\u6700\u5927\u898f\u6a21\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u8907\u96d1\u306a\u30cb\u30fc\u30ba\u3092\u6e80\u305f\u3059\u3082\u306e\u3067\u3059\u3002<\/li>\n\n\n\n<li><strong>Webex Customer Experience Essentials<\/strong> \u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u5411\u3051\u306e\u6a5f\u80fd\u3092\u3001\u5f93\u6765\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u5916\u90e8\u306b\u3044\u308b\u9867\u5ba2\u5bfe\u5fdc\u306e\u5f93\u696d\u54e1\u306b\u307e\u3067\u62e1\u5f35\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u7d44\u7e54\u5168\u4f53\u3067\u3001CX \u30c4\u30fc\u30eb\u3078\u306e\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30a2\u30af\u30bb\u30b9\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n\n\n\n<li><strong>Webex Customer Experience Basic<\/strong> \u306f\u3001Webex Calling Professional \u30e9\u30a4\u30bb\u30f3\u30b9\u306e\u4e00\u90e8\u3068\u3057\u3066\u63d0\u4f9b\u3055\u308c\u307e\u3059\u3002 \u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u6a5f\u80fd\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u30d0\u30f3\u30c9\u30eb\u3055\u308c\u305f\u30b7\u30f3\u30d7\u30eb\u3067\u5f37\u529b\u306a\u6a5f\u80fd\u30bb\u30c3\u30c8\u304c\u542b\u307e\u308c\u3066\u304a\u308a\u3001 \u7740\u4fe1\u30b3\u30fc\u30eb\u3092\u7ba1\u7406\u3059\u308b\u5fc5\u8981\u304c\u3042\u308b\u30c1\u30fc\u30e0\u306b\u6700\u9069\u3067\u3059\u3002<\/li>\n\n\n\n<li><strong><a href=\"https:\/\/www.webex.com\/ja\/products\/cpaas.html\" target=\"_blank\" rel=\"noopener\" title=\"Webex Connect\">Webex Connect<\/a><\/strong> \u306f\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u30c7\u30b8\u30bf\u30eb\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u69cb\u7bc9\u3059\u308b\u305f\u3081\u306e\u3001\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30b0\u30ec\u30fc\u30c9\u306e\u30af\u30e9\u30a6\u30c9 CPaaS\uff08Communications Platform-as-a-Service\uff09\u3067\u3059\u3002<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">\u958b\u59cb\u65b9\u6cd5<\/h2>\n\n\n\n<p>\u9867\u5ba2\u4f53\u9a13\u3092\u6b21\u306e\u30ec\u30d9\u30eb\u3078\u5f15\u304d\u4e0a\u3052\u308b\u3053\u3068\u3092\u304a\u8003\u3048\u3067\u3042\u308c\u3070\u3001 <a href=\"https:\/\/www.webex.com\/jp\/ja\/products\/customer-experience\/contact-center.html\" target=\"_blank\" rel=\"noopener\" title=\"Webex Contact Center\">Webex Contact Center<\/a> \u3092\u305c\u3072\u3054\u691c\u8a0e\u304f\u3060\u3055\u3044\u3002 \u3044\u3064\u3067\u3082 CX \u5909\u9769\u306e\u53d6\u308a\u7d44\u307f\u3092\u304a\u624b\u4f1d\u3044\u3044\u305f\u3057\u307e\u3059\u3002 \u8a73\u3057\u304f\u306f\u3001Webex Contact Center \u306e\u30da\u30fc\u30b8\u3092\u3054\u89a7\u304f\u3060\u3055\u3044\u3002<a href=\"https:\/\/help.webex.com\/ja-jp\/article\/nee1mb6\/Get-started-with-Webex-Contact-Center\" target=\"_blank\" rel=\"noopener\" title=\"\u4eca\u65e5\u306b\u3067\u3082\u4f7f\u3044\u59cb\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\">\u4eca\u65e5\u306b\u3067\u3082\u4f7f\u3044\u59cb\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059<\/a>\u3002<\/p>\n\n\n\n<p>Webex Contact Center \u3092\u3059\u3067\u306b\u3054\u5229\u7528\u306e\u304a\u5ba2\u69d8\u306f\u3001 <a href=\"https:\/\/gobeta.webex.com\/welcome\/\" target=\"_blank\" rel=\"noopener\" title=\"Webex Contact Center \u5411\u3051 AI Assistant \u306e\u30d9\u30fc\u30bf\u30d7\u30ed\u30b0\u30e9\u30e0\u306b\u3054\u767b\u9332\u3044\u305f\u3060\u304d\u3001AI \u3092\u6d3b\u7528\u3057\u305f\u65b0\u6a5f\u80fd\u3092\u305c\u3072\u304a\u8a66\u3057\u304f\u3060\u3055\u3044\">Webex Contact Center \u5411\u3051 AI Assistant \u306e\u30d9\u30fc\u30bf\u30d7\u30ed\u30b0\u30e9\u30e0\u306b\u3054\u767b\u9332\u3044\u305f\u3060\u304d\u3001AI \u3092\u6d3b\u7528\u3057\u305f\u65b0\u6a5f\u80fd\u3092\u305c\u3072\u304a\u8a66\u3057\u304f\u3060\u3055\u3044<\/a>\u3002<\/p>\n\n\n\n<p><strong>Enterprise Connect 2024 \u3067\u767a\u8868\u3055\u308c\u305f Webex \u306e\u8a73\u3057\u3044\u60c5\u5831\uff1a<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/blog.webex.com\/ja\/collaboration-devices\/enhance-your-workplace-with-new-devices-and-features\/\" title=\"\u65b0\u3057\u3044\u30ef\u30fc\u30af\u30d7\u30ec\u30a4\u30b9\uff1aAI \u3068\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30c7\u30d0\u30a4\u30b9\u306b\u3088\u308b\u5f37\u5316\">\u65b0\u3057\u3044\u30ef\u30fc\u30af\u30d7\u30ec\u30a4\u30b9\uff1aAI \u3068\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30c7\u30d0\u30a4\u30b9\u306b\u3088\u308b\u5f37\u5316<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/blog.webex.com\/innovation\/revolutionizing-in-car-collaboration-webex-app-for-ford\/\" title=\"\u30d5\u30a9\u30fc\u30c9\u3068\u30ea\u30f3\u30ab\u30fc\u30f3\u3067\u306e\u65b0\u3057\u3044\u8eca\u5185\u30c7\u30b8\u30bf\u30eb\u4f53\u9a13\u3092\u53ef\u80fd\u306b\u3059\u308b Webex \u30a2\u30d7\u30ea\u306e\u7d39\u4ecb\"><\/a><a href=\"https:\/\/blog.webex.com\/ja\/innovation\/revolutionizing-in-car-collaboration-webex-app-for-ford\/\" title=\"\">\u30d5\u30a9\u30fc\u30c9\u3068\u30ea\u30f3\u30ab\u30fc\u30f3\u3067\u306e\u65b0\u3057\u3044\u8eca\u5185\u30c7\u30b8\u30bf\u30eb\u4f53\u9a13\u3092\u53ef\u80fd\u306b\u3059\u308b Webex \u30a2\u30d7\u30ea\u306e\u7d39\u4ecb<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/blog.webex.com\/innovation\/the-role-of-ai-in-collaboration\/\" title=\"Webex | \u9867\u5ba2\u4f53\u9a13\u3068\u5f93\u696d\u54e1\u4f53\u9a13\u306e\u65b0\u6642\u4ee3\"><\/a><a href=\"https:\/\/blog.webex.com\/ja\/innovation\/the-role-of-ai-in-collaboration\/\" title=\"\">Webex | \u9867\u5ba2\u4f53\u9a13\u3068\u5f93\u696d\u54e1\u4f53\u9a13\u306e\u65b0\u6642\u4ee3<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/blog.webex.com\/hybrid-work\/ai-index-and-us-hybrid-work-study\/\" title=\"\u30b0\u30ed\u30fc\u30d0\u30eb\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af\u8abf\u67fb | \u5f93\u696d\u54e1\u30a4\u30f3\u30b5\u30a4\u30c8\u3001\u30aa\u30d5\u30a3\u30b9\u5185\u306e\u8ab2\u984c\u3001AI \u306e\u5f79\u5272\"><\/a><a href=\"https:\/\/blog.webex.com\/ja\/hybrid-work\/ai-index-and-us-hybrid-work-study\/\" title=\"\">\u30b0\u30ed\u30fc\u30d0\u30eb\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af\u8abf\u67fb | \u5f93\u696d\u54e1\u30a4\u30f3\u30b5\u30a4\u30c8\u3001\u30aa\u30d5\u30a3\u30b9\u5185\u306e\u8ab2\u984c\u3001AI \u306e\u5f79\u5272<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/blog.webex.com\/customer-stories\/how-webex-customers-leverage-cisco-ai-to-transform-hybrid-work\/\" title=\"Cisco AI Assistant \u3092\u6d3b\u7528\u3057\u3066\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af\u3068 CX \u3092\u5909\u9769\u3057\u3066\u3044\u308b Webex \u306e\u304a\u5ba2\u69d8\u306e\u4e8b\u4f8b\"><\/a><a href=\"https:\/\/blog.webex.com\/ja\/customer-stories\/how-webex-customers-leverage-cisco-ai-to-transform-hybrid-work\/\" title=\"\">Cisco AI Assistant \u3092\u6d3b\u7528\u3057\u3066\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u30ef\u30fc\u30af\u3068 CX \u3092\u5909\u9769\u3057\u3066\u3044\u308b Webex \u306e\u304a\u5ba2\u69d8\u306e\u4e8b\u4f8b<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/newsroom.cisco.com\/content\/r\/newsroom\/en\/us\/a\/y2024\/m03\/webex-furthers-customer-experience-momentum-with-new-offerings-and-value-for-customers.html\" target=\"_blank\" rel=\"noopener\" title=\"\"><\/a><a href=\"https:\/\/news-blogs.cisco.com\/apjc\/ja\/2024\/04\/08\/%E3%82%B7%E3%82%B9%E3%82%B3%E3%80%81%E9%A1%A7%E5%AE%A2%E5%AF%BE%E5%BF%9C%E7%A4%BE%E5%93%A1%E5%90%91%E3%81%91%E3%81%AB%E5%85%A8%E3%81%8F%E6%96%B0%E3%81%97%E3%81%84-webex-customer-experience-essentials\/\" title=\"\">\u30d7\u30ec\u30b9\u30ea\u30ea\u30fc\u30b9: \u30b7\u30b9\u30b3\u3001\u9867\u5ba2\u5bfe\u5fdc\u793e\u54e1\u5411\u3051\u306b\u5168\u304f\u65b0\u3057\u3044 Webex Customer Experience Essentials \u306e\u4e00\u822c\u63d0\u4f9b\u3092\u958b\u59cb<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CC [&hellip;]<\/p>\n","protected":false},"author":5384,"featured_media":421411,"comment_status":"closed","ping_status":"open","sticky":true,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584],"tags":[15247],"class_list":["post-423840","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-enterprise-connect-2024-ja"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Webex \u306e\u5f37\u307f\u3092\u751f\u304b\u3057\u3066 AI \u6642\u4ee3\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u63a8\u9032 | Webex Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog.webex.com\/ja\/customer-experience\/navigating-customer-experience-in-the-age-of-ai\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Webex \u306e\u5f37\u307f\u3092\u751f\u304b\u3057\u3066 AI \u6642\u4ee3\u306e\u9867\u5ba2\u4f53\u9a13\u3092\u63a8\u9032 | Webex Blog\" \/>\n<meta property=\"og:description\" content=\"\u30b5\u30fc\u30d3\u30b9\u3068\u3057\u3066\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\uff08CC [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/blog.webex.com\/ja\/customer-experience\/navigating-customer-experience-in-the-age-of-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"Webex Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-03-26T14:50:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-07-11T07:02:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2024\/03\/it-leader-using-webex-contact-center-to-manage-organization-devices-feature.png\" 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solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ja\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/blog.webex.com\\\/es\\\/#\\\/schema\\\/person\\\/b788221ac6afb12d6cd4f8eed06af3db\",\"name\":\"Lorrissa Horton\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ja\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/5206d6449fc36ca21b3878beb0fc41a6df201fa2c1d89490eb9ec8c376450a1f?s=96&d=wp_user_avatar&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/5206d6449fc36ca21b3878beb0fc41a6df201fa2c1d89490eb9ec8c376450a1f?s=96&d=wp_user_avatar&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/5206d6449fc36ca21b3878beb0fc41a6df201fa2c1d89490eb9ec8c376450a1f?s=96&d=wp_user_avatar&r=g\",\"caption\":\"Lorrissa Horton\"},\"description\":\"Lorrissa is SVP\\\/GM and Chief Product Officer for Collaboration software at Cisco. 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