{"id":433896,"date":"2025-03-18T05:52:45","date_gmt":"2025-03-18T12:52:45","guid":{"rendered":"https:\/\/blog.webex.com\/uncategorized-ja\/%e3%82%b3%e3%83%b3%e3%82%bf%e3%82%af%e3%83%88%e3%82%bb%e3%83%b3%e3%82%bf%e3%83%bc%e3%81%ab%e4%b8%8d%e5%8f%af%e6%ac%a0%e3%81%aa-15-%e3%81%ae%e6%a9%9f%e8%83%bd\/"},"modified":"2025-05-22T20:26:52","modified_gmt":"2025-05-23T03:26:52","slug":"fifteen-must-have-contact-center-capabilities","status":"publish","type":"post","link":"https:\/\/blog.webex.com\/ja\/customer-experience\/fifteen-must-have-contact-center-capabilities\/","title":{"rendered":"\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u4e0d\u53ef\u6b20\u306a 15 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<\/p>\n\n<p>\u3053\u3046\u3057\u305f\u72b6\u6cc1\u306e\u4e2d\u3001\u9867\u5ba2\u3068\u306e\u3042\u3089\u3086\u308b\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3059\u308b\u9375\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6280\u8853\u306b\u3042\u308a\u307e\u3059\u3002\u305f\u3060\u3057\u3001\u3069\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6280\u8853\u3092\u9078\u3093\u3067\u3082\u540c\u3058\u3068\u3044\u3046\u308f\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u8aa4\u3063\u305f\u6280\u8853\u3092\u9078\u629e\u3059\u308b\u3068\u3001\u30ea\u30bd\u30fc\u30b9\u3092\u5931\u3046\u30ea\u30b9\u30af\u3060\u3051\u3067\u306a\u304f\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u5931\u3046\u30ea\u30b9\u30af\u3082\u8ca0\u3046\u53ef\u80fd\u6027\u3082\u3042\u308a\u307e\u3059\u3002   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\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u5fc5\u8981\u306a\u306e\u3067\u3059\u3002<a href=\"https:\/\/www.webex.com\/us\/en\/products\/customer-experience\/glossary\/o\/omnichannel-contact-center.html\" target=\"_blank\" rel=\"noreferrer noopener\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u5bfe\u5fdc\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc<\/a>\u3067\u3042\u308c\u3070\u3001\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u65b9\u6cd5\u3092\u67d4\u8edf\u306b\u9078\u629e\u3067\u304d\u307e\u3059\u3002\u4e00\u65b9\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u3068\u3063\u3066\u306f\u3001\u9867\u5ba2\u304c\u96fb\u8a71\u3001E \u30e1\u30fc\u30eb\u3001\u30e9\u30a4\u30d6\u30c1\u30e3\u30c3\u30c8\u3001\u30bd\u30fc\u30b7\u30e3\u30eb\u30e1\u30c7\u30a3\u30a2\u3001SMS 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\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3068\u81ea\u52d5\u7740\u4fe1\u547c\u5206\u914d\uff08ACD\uff09\u3067\u3059\u3002ACD \u3067\u306f\u3001\u7740\u4fe1\u30b3\u30fc\u30eb\u3092\u30e9\u30f3\u30c0\u30e0\u306b\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001<a href=\"https:\/\/blog.webex.com\/customer-experience\/revolutionizing-customer-experience-webex-ai-powered-innovations\/?_gl=1*pp7t89*_gcl_au*MzU2MzU0NTg0LjE3MzAyMTYzMjc.\" target=\"_blank\" rel=\"noreferrer noopener\">\u4eba\u5de5\u77e5\u80fd<\/a>\uff08AI\uff09\u306e\u3088\u3046\u306a\u9ad8\u5ea6\u306a\u624b\u6cd5\u3092\u4f7f\u3063\u3066\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30d7\u30ed\u30bb\u30b9\u3092\u5408\u7406\u5316\u3057\u3001\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u30b9\u30ad\u30eb\u30d9\u30fc\u30b9\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u4f7f\u7528\u3057\u3066\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u306b\u6700\u3082\u9069\u5207\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u9867\u5ba2\u3092\u3064\u306a\u3052\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  <\/p>\n\n<p>\u3053\u306e\u4ed5\u7d44\u307f\u306b\u3088\u308a\u3001\u30cd\u30ac\u30c6\u30a3\u30d6\u306a\u5bfe\u8a71\u306b\u306a\u308b\u30ea\u30b9\u30af\u304c\u6700\u5c0f\u9650\u306b\u6291\u3048\u3089\u308c\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6210\u529f\u306b\u5411\u3051\u305f\u304a\u81b3\u7acb\u3066\u304c\u6574\u3044\u307e\u3059\u3002\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30d3\u30b8\u30fc\u72b6\u614b\u3067\u3042\u308c\u3070\u3001ACD \u304c\u305d\u306e\u554f\u984c\u306b\u5bfe\u51e6\u3067\u304d\u308b\u5225\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30b1\u30fc\u30b9\u3092\u9001\u4fe1\u3059\u308b\u3060\u3051\u306e\u8a71\u3067\u3059\u3002\u3055\u3089\u306b\u826f\u3044\u3053\u3068\u306b\u3001\u901a\u8a71\u304c\u4e2d\u65ad\u3055\u308c\u305f\u305f\u3081\u306b\u9867\u5ba2\u304c\u96fb\u8a71\u3092\u304b\u3051\u76f4\u3057\u3066\u304d\u305f\u5834\u5408\u3001ACD \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u305d\u306e\u9867\u5ba2\u3092\u540c\u3058\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u518d\u3073\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3067\u304d\u307e\u3059\u3002  <\/p>\n\n<p>AI \u3092\u6d3b\u7528\u3057\u305f\u73fe\u4ee3\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8 \u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u3055\u3089\u306b\u9ad8\u5ea6\u306a\u3082\u306e\u306b\u3057\u3066\u3044\u307e\u3059\u3002\u5177\u4f53\u7684\u306b\u306f\u3001Webex Contact Center \u3067\u306f\u3001\u30c8\u30d4\u30c3\u30af\u3001\u9867\u5ba2\u306e\u611f\u60c5\u3001\u30ad\u30e3\u30d1\u30b7\u30c6\u30a3\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u72b6\u6cc1\u306b\u5fdc\u3058\u3066\u30c1\u30e3\u30cd\u30eb\u81ea\u4f53\u3092\u6700\u9069\u5316\u3059\u308b\u30c1\u30e3\u30cd\u30eb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u5229\u7528\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">3. \u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc \u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3068\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/h3>\n\n<p>\u9867\u5ba2\u306e\u671f\u5f85\u306f\u5e38\u306b\u5909\u5316\u3057\u3066\u3044\u307e\u3059\u3002\u6b21\u306e\u6570\u5b57\u3092\u898b\u3066\u304f\u3060\u3055\u3044\u3002 <\/p>\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/hyken.com\/research\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u9867\u5ba2\u306e 81%<\/a> \u306f\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u4f1a\u793e\u3092\u597d\u307f\u307e\u3059\u3002<\/li>\n\n\n\n<li>\u9867\u5ba2\u306e 71% \u306f\u3001\u5f93\u696d\u54e1\u304c\u81ea\u5206\u306b\u3064\u3044\u3066\u628a\u63e1\u3057\u3066\u3044\u3066\u3001\u81ea\u5206\u306e\u8cfc\u5165\u5c65\u6b74\u3001\u8cfc\u5165\u30d1\u30bf\u30fc\u30f3\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u3078\u306e\u554f\u3044\u5408\u308f\u305b\u5185\u5bb9\u306a\u3069\u3092\u77e5\u3063\u3066\u3044\u308b\u3053\u3068\u304c\u91cd\u8981\u3060\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ul>\n\n<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u6280\u8853\u306f\u3053\u308c\u3089\u306e\u30cb\u30fc\u30ba\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u9032\u5316\u3057\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u305d\u3053\u3067\u4e0d\u53ef\u6b20\u3068\u306a\u308b\u306e\u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc \u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3067\u3059\u3002\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc 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\u30b5\u30a4\u30c8\u3067\u554f\u984c\u306b\u76f4\u9762\u3057\u305f\u304b\u3001\u4ee5\u524d\u306b\u30b5\u30dd\u30fc\u30c8\u306b\u9023\u7d61\u3057\u305f\u304b\u306a\u3069\u3001\u9867\u5ba2\u884c\u52d5\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u554f\u984c\u306b\u3088\u308a\u8fc5\u901f\u306b\u5bfe\u51e6\u3057\u3001\u305d\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u9069\u5207\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63a8\u5968\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n<p>\u3067\u3059\u304c\u3001\u305d\u3053\u3067\u7d42\u308f\u3089\u305b\u308b\u3053\u3068\u306f\u3042\u308a\u307e\u305b\u3093\u3002Webex Contact Center \u3067\u306f\u3001\u30ed\u30fc\u30b3\u30fc\u30c9\u307e\u305f\u306f\u30ce\u30fc\u30b3\u30fc\u30c9\u306e\u30d5\u30ed\u30fc\u30d3\u30eb\u30c0\u30fc\u3092\u4f7f\u3063\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u4e8c\u2015\u3092\u8a2d\u8a08\u3057\u3001\u7ba1\u7406\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3057\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u7dbf\u5bc6\u306b\u8a08\u753b\u3057\u3066\u3001\u6700\u521d\u306e\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304b\u3089\u89e3\u6c7a\u306b\u81f3\u308b\u307e\u3067\u306e\u3059\u3079\u3066\u306e\u30b9\u30c6\u30c3\u30d7\u3092\u81ea\u52d5\u5316\u3067\u304d\u308b\u306e\u3067\u3059\u3002  <\/p>\n\n<p>\u305f\u3068\u3048\u3070\u3001\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3092\u4ecb\u3057\u305f\u9867\u5ba2\u304b\u3089\u306e\u554f\u3044\u5408\u308f\u305b\u304b\u3089\u3001\u554f\u984c\u304c\u8907\u96d1\u3060\u3063\u305f\u5834\u5408\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3078\u306e\u5f15\u304d\u7d99\u304e\u3001\u3055\u3089\u306b\u30d5\u30a9\u30ed\u30fc\u30a2\u30c3\u30d7\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u306b\u81f3\u308b\u307e\u3067\u306e\u30d7\u30ed\u30bb\u30b9\u5168\u4f53\u3092\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3068\u597d\u307f\u306b\u5408\u308f\u305b\u3066\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u9032\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3068\u308a\u308f\u3051\u5927\u304d\u306a\u5229\u70b9\u306f\u3001\u6280\u8853\u7684\u306a\u5c02\u9580\u77e5\u8b58\u304c\u5fc5\u8981\u306a\u3044\u3053\u3068\u3067\u3059\u3002\u3057\u305f\u304c\u3063\u3066\u3001IT \u30ea\u30bd\u30fc\u30b9\u306b\u8ca0\u62c5\u3092\u304b\u3051\u305a\u306b\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u8a2d\u8a08\u3057\u3001\u7ba1\u7406\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">4. \u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u30c4\u30fc\u30eb<\/h3>\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1672\" height=\"1028\" src=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2025\/03\/workforce-optimization-tools.jpg\" alt=\"\" class=\"wp-image-432590\" srcset=\"https:\/\/blog.webex.com\/wp-content\/uploads\/2025\/03\/workforce-optimization-tools.jpg 1672w, https:\/\/blog.webex.com\/wp-content\/uploads\/2025\/03\/workforce-optimization-tools-768x472.jpg 768w, https:\/\/blog.webex.com\/wp-content\/uploads\/2025\/03\/workforce-optimization-tools-1536x944.jpg 1536w\" sizes=\"auto, (max-width: 1672px) 100vw, 1672px\" \/><\/figure>\n\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5de6\u53f3\u3059\u308b\u9375\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u3042\u308a\u307e\u3059\u3002\u3067\u3059\u304c\u3001\u5f93\u6765\u306e\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u63d0\u4f9b\u3057\u3066\u3044\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306b\u95a2\u3059\u308b\u53ef\u8996\u6027\u306f\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u304c\u52b9\u7387\u7684\u306b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u76e3\u8996\u3059\u308b\u306b\u306f\u5230\u5e95\u5341\u5206\u3068\u306f\u8a00\u3048\u307e\u305b\u3093\u3002\u5e78\u3044\u306a\u3053\u3068\u306b\u3001\u3053\u3046\u3057\u305f\u65e5\u3005\u306f\u7d42\u308f\u308a\u3092\u544a\u3052\u307e\u3059\u3002 <\/p>\n\n<p>\u9069\u5207\u306a\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u9078\u629e\u3059\u308c\u3070\u3001\u54c1\u8cea\u4fdd\u8a3c\u3068\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u304c\u30b7\u30f3\u30d7\u30eb\u3067\u5408\u7406\u5316\u3055\u308c\u305f\u30d7\u30ed\u30bb\u30b9\u306b\u306a\u308a\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u901a\u8a71\u306e\u81ea\u52d5\u6587\u5b57\u8d77\u3053\u3057\u306b\u30a2\u30af\u30bb\u30b9\u3057\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30b9\u30af\u30ea\u30d7\u30c8\u306b\u5f93\u3063\u3066\u3044\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3057\u305f\u308a\u3001\u5bfe\u8a71\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u8074\u3044\u3066\u3001\u5fc5\u8981\u306b\u5fdc\u3058\u3066\u4ecb\u5165\u3057\u305f\u308a\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<p>\u6982\u8981\u30ec\u30d9\u30eb\u3067\u3082\u304d\u3081\u7d30\u304b\u306a\u30ec\u30d9\u30eb\u3067\u3082\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u304c\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u76e3\u8996\u3057\u3066\u8a55\u4fa1\u3059\u308b\u3053\u3068\u3067\u3001\u3088\u308a\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u6539\u5584\u70b9\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002\u30ef\u30fc\u30af\u30d5\u30a9\u30fc\u30b9\u6700\u9069\u5316\u30c4\u30fc\u30eb\u306f\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306e\u8a08\u753b\u696d\u52d9\u306b\u3082\u5f79\u7acb\u3061\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u9ad8\u5ea6\u306a\u4e88\u6e2c\u6a5f\u80fd\u3068\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u8abf\u6574\u6a5f\u80fd\u306b\u3088\u3063\u3066\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30d4\u30fc\u30af\u6642\u306e\u9700\u8981\u306b\u5bfe\u5fdc\u3059\u308b\u306e\u306b\u5341\u5206\u306a\u30b9\u30bf\u30c3\u30d5\u3092\u78ba\u4fdd\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  <\/p>\n\n<p>\u3057\u304b\u3082\u91cd\u8981\u306a\u70b9\u3068\u3057\u3066\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u4eba\u5de5\u77e5\u80fd\u3092\u4f7f\u7528\u3057\u3066\u8a55\u4fa1\u306e\u9ad8\u3044\u30b3\u30fc\u30eb\u3092\u53d6\u5f97\u3067\u304d\u308b\u305f\u3081\u3001\u4eca\u5f8c\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u306b\u5411\u3051\u3066\u30d9\u30b9\u30c8\u30d7\u30e9\u30af\u30c6\u30a3\u30b9\u3092\u7279\u5b9a\u3067\u304d\u307e\u3059\u3002<\/p>\n\n<h3 class=\"wp-block-heading\">5. \u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30c0\u30a4\u30e4\u30e9<\/h3>\n\n<p>\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30c0\u30a4\u30e4\u30e9\u306f\u3001\u81ea\u52d5\u7684\u306b\u96fb\u8a71\u756a\u53f7\u3092\u30c0\u30a4\u30e4\u30eb\u3057\u3001\u76f8\u624b\u304c\u5fdc\u7b54\u3057\u305f\u5834\u5408\u306b\u9650\u3063\u3066\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u3064\u306a\u3052\u308b\u3053\u3068\u3067\u3001\u767a\u4fe1\u30b3\u30fc\u30eb\u3092\u52b9\u7387\u5316\u3057\u307e\u3059\u3002\u3053\u306e<a href=\"https:\/\/blog.webex.com\/customer-experience\/automation-in-contact-centers\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u81ea\u52d5\u5316<\/a>\u306b\u3088\u308a\u3001\u30c0\u30a6\u30f3\u30bf\u30a4\u30e0\u304c\u77ed\u7e2e\u3055\u308c\u308b\u3068\u3068\u3082\u306b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u30e9\u30a4\u30d6\u3067\u306e\u5bfe\u8a71\u3060\u3051\u306b\u6ce8\u529b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u751f\u7523\u6027\u304c\u5927\u5e45\u306b\u5411\u4e0a\u3057\u307e\u3059\u3002 <\/p>\n\n<p>\u55b6\u696d\u30c1\u30fc\u30e0\u3084\u60c5\u5831\u53ce\u96c6\u30c1\u30fc\u30e0\u306a\u3069\u306b\u3088\u308b\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u30a2\u30a6\u30c8\u30ea\u30fc\u30c1\u306b\u4f9d\u5b58\u3057\u3066\u3044\u308b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u3067\u306f\u3001\u30d7\u30ec\u30c7\u30a3\u30af\u30c6\u30a3\u30d6\u30c0\u30a4\u30e4\u30e9\u306b\u3088\u3063\u3066\u767a\u4fe1\u30b3\u30fc\u30eb\u306e\u52b9\u7387\u6027\u304c\u6700\u5927\u9650\u306b\u9ad8\u307e\u308a\u3001\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u306e\u5f37\u5316\u304c\u63a8\u9032\u3055\u308c\u307e\u3059\u3002\u52b9\u7387\u5316\u306b\u3088\u3063\u3066\u6642\u9593\u3092\u7bc0\u7d04\u3067\u304d\u308b\u3068\u3044\u3046\u3053\u3068\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u52e4\u52d9\u6642\u9593\u5185\u306b\u3088\u308a\u591a\u304f\u306e\u6210\u679c\u3092\u4e0a\u3052\u3089\u308c\u308b\u3088\u3046\u306b\u306a\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u6700\u7d42\u7684\u306b\u3001\u3088\u308a\u6709\u52b9\u306a\u7d50\u679c\u3068\u3088\u308a\u30b9\u30e0\u30fc\u30ba\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">6. \u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u5bfe\u5fdc\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9<\/h3>\n\n<p>\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306f\u3001\u81ea\u52d5\u5316\u3055\u308c\u305f\u4f1a\u8a71\u306b\u3088\u3063\u3066\u9867\u5ba2\u3068\u3084\u308a\u53d6\u308a\u3057\u306a\u304c\u3089\u30bf\u30b9\u30af\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u3088\u3046\u306b\u8a2d\u8a08\u3055\u308c\u305f\u3001AI \u3092\u6d3b\u7528\u3057\u305f\u30c4\u30fc\u30eb\u3092\u6307\u3057\u307e\u3059\u3002\u81ea\u7136\u8a00\u8a9e\u51e6\u7406\u3068\u6a5f\u68b0\u5b66\u7fd2\u3092\u5099\u3048\u305f\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3001\u9867\u5ba2\u306e\u554f\u3044\u5408\u308f\u305b\u3092\u7406\u89e3\u3001\u89e3\u91c8\u3057\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5fdc\u7b54\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5834\u5408\u306b\u3088\u3063\u3066\u306f\u3001\u4eba\u9593\u306e\u4f1a\u8a71\u30d1\u30bf\u30fc\u30f3\u3092\u307e\u306d\u308b\u3053\u3068\u3055\u3048\u53ef\u80fd\u3067\u3059\u3002 <\/p>\n\n<p>\u305d\u306e\u4e3b\u306a\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306f\u3068\u3044\u3046\u3068\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3067\u3059\u3002\u73fe\u4ee3\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306f\u3001\u6b21\u306e\u3088\u3046\u306a\u30c6\u30ad\u30b9\u30c8\u30d9\u30fc\u30b9\u307e\u305f\u306f\u97f3\u58f0\u30d9\u30fc\u30b9\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u6280\u8853\u306a\u3057\u3067\u306f\u5b8c\u5168\u306a\u3082\u306e\u3068\u306f\u8a00\u3048\u307e\u305b\u3093\u3002  <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u4f1a\u8a71\u578b AI \u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8<\/strong>\uff1a\u3053\u308c\u3089\u306e\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f AI \u3092\u4f7f\u7528\u3057\u3066\u4eba\u9593\u306e\u3088\u3046\u306b\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u3092\u7406\u89e3\u3057\u3066\u5bfe\u5fdc\u3057\u3001\u30e9\u30a4\u30d6\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u5f85\u305f\u305b\u308b\u3053\u3068\u306a\u304f\u8fc5\u901f\u306b\u56de\u7b54\u3084\u89e3\u6c7a\u7b56\u3092\u63d0\u793a\u3057\u307e\u3059\u3002\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u3067\u5b9a\u578b\u7684\u306a\u5bfe\u8a71\u3092\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u3067\u3001\u5927\u91cf\u306e\u30b3\u30fc\u30eb\u306b\u3082\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3088\u308a\u8907\u96d1\u306a\u30b1\u30fc\u30b9\u306b\u6ce8\u529b\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u4e00\u822c\u7684\u306a\u554f\u984c\u306b\u3064\u3044\u3066\u306f\u3001\u9867\u5ba2\u306b\u3059\u3070\u3084\u304f\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306e\u4fbf\u5229\u306a\u65b9\u6cd5\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002 <br\/><\/li>\n\n\n\n<li><strong>\u81ea\u52d5\u97f3\u58f0\u5fdc\u7b54\uff08IVR\uff09<\/strong>\uff1aIVR \u30b7\u30b9\u30c6\u30e0\u306f\u81ea\u52d5\u5316\u3055\u308c\u305f\u30e1\u30cb\u30e5\u30fc\u3092\u4f7f\u7528\u3057\u3066\u3001\u9069\u5207\u306a\u30ea\u30bd\u30fc\u30b9\u306b\u3059\u3070\u3084\u304f\u3064\u306a\u304c\u308c\u308b\u3088\u3046\u3001\u767a\u4fe1\u8005\u3092\u6848\u5185\u3057\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u9ad8\u5ea6\u306a\u97f3\u58f0\u8a8d\u8b58\u6a5f\u80fd\u3092\u5099\u3048\u3066\u3044\u3066\u3001\u8a71\u3057\u8a00\u8449\u306b\u3088\u308b\u5fdc\u7b54\u306e\u89e3\u91c8\u3001\u52b9\u679c\u7684\u306a\u30b3\u30fc\u30eb\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u3001\u3088\u304f\u3042\u308b\u8cea\u554f\u3078\u306e\u56de\u7b54\u306b\u5bfe\u5fdc\u3067\u304d\u307e\u3059\u3002IVS \u30b7\u30b9\u30c6\u30e0\u306b\u3088\u3063\u3066\u9867\u5ba2\u304c\u554f\u984c\u3092\u81ea\u529b\u3067\u89e3\u6c7a\u3067\u304d\u308b\u3088\u3046\u306b\u3057\u3066\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u5f37\u5316\u3059\u308b\u3068\u3001\u5f85\u3061\u6642\u9593\u304c\u77ed\u7e2e\u3055\u308c\u3001\u3088\u308a\u52b9\u7387\u7684\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u306a\u308a\u307e\u3059\u3002  <\/li>\n<\/ul>\n\n<p><a href=\"https:\/\/blog.webex.com\/ja\/collaboration\/ai-revolution-in-customer-experience-leading-or-lagging-behind-competition\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u30b7\u30b9\u30b3\u304c\u6700\u8fd1\u884c\u3063\u305f\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb<\/a>\u306b\u3088\u308b\u3068\u3001AI \u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3057\u3066\u3044\u308b\u7d44\u7e54\u3092\u306f\u3058\u3081\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30c4\u30fc\u30eb\u306f\u5927\u304d\u306a\u52b9\u679c\u3092\u3082\u305f\u3089\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n<ul class=\"wp-block-list\">\n<li>AI \u3092\u7a4d\u6975\u7684\u306b\u63a1\u7528\u3057\u3066\u3044\u308b\u7d44\u7e54\u3067\u306f\u3001AI \u5bfe\u5fdc\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u3088\u3063\u3066\u9867\u5ba2\u6e80\u8db3\u5ea6\uff08CSAT\uff09\u30b9\u30b3\u30a2\u304c 92% \u5897\u52a0\u3057\u3066\u3044\u307e\u3059\u3002\u4e00\u65b9\u3001AI \u30e9\u30ac\u30fc\u30c9\u306e\u5834\u5408\u306f 50% \u672a\u6e80\u306e\u5897\u52a0\u306b\u3068\u3069\u307e\u3063\u3066\u3044\u307e\u3059\u3002<\/li>\n\n\n\n<li>AI \u30ea\u30fc\u30c0\u30fc\u306e 84% \u306f AI \u3092\u4f7f\u7528\u3057\u3066\u901a\u8a71\u306e\u4fdd\u7559\u6642\u9593\u3092\u77ed\u7e2e\u3057\u3066\u3044\u307e\u3059\u304c\u3001AI \u30e9\u30ac\u30fc\u30c9\u3067\u306e\u4fdd\u7559\u6642\u9593\u306f\u307e\u3063\u305f\u304f\u77ed\u7e2e\u3055\u308c\u3066\u3044\u307e\u305b\u3093\u3002<\/li>\n<\/ul>\n\n<p>\u9ad8\u5ea6\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u306f\u3001AI \u3092\u4f7f\u7528\u3057\u3066\u3001\u9867\u5ba2\u304c\u30b5\u30dd\u30fc\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u9023\u7d61\u3057\u3066\u304f\u308b\u6700\u3082\u4e00\u822c\u7684\u306a\u7406\u7531\u3092\u7279\u5b9a\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u53ce\u96c6\u3057\u3066\u3001\u9867\u5ba2\u306e\u30cb\u30fc\u30ba\u306b\u5bfe\u5fdc\u3059\u308b\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30ea\u30bd\u30fc\u30b9\u3092\u6700\u9069\u5316\u3057\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u3092\u77ed\u7e2e\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">7. \u97f3\u58f0\u5206\u6790<\/h3>\n\n<p>\u97f3\u58f0\u5206\u6790\u6a5f\u80fd\u306f\u3001\u7279\u306b<a href=\"https:\/\/www.webex.com\/us\/en\/products\/customer-experience\/glossary\/s\/sentiment-analysis.html\" target=\"_blank\" rel=\"noreferrer noopener\">\u611f\u60c5\u5206\u6790\u6a5f\u80fd<\/a>\u3068\u7d44\u307f\u5408\u308f\u305b\u308b\u3068\u3001\u5f37\u529b\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u6a5f\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u5bfe\u8a71\u4e2d\u306b\u9867\u5ba2\u306e\u611f\u60c5\u306e\u30c8\u30fc\u30f3\u3092\u89e3\u8aad\u3059\u308b\u3053\u3068\u3067\u3001\u30c1\u30fc\u30e0\u306f\u305d\u306e\u9867\u5ba2\u304c\u3069\u306e\u7a0b\u5ea6\u30dd\u30b8\u30c6\u30a3\u30d6\u307e\u305f\u306f\u30cd\u30ac\u30c6\u30a3\u30d6\u3067\u3042\u308b\u304b\u3001\u305d\u3057\u3066\u305d\u306e\u7406\u7531\u306b\u3064\u3044\u3066\u306e\u7406\u89e3\u3092\u6df1\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<p>\u97f3\u58f0\u5206\u6790\u6a5f\u80fd\u306f\u9867\u5ba2\u3068\u306e\u4f1a\u8a71\u3092\u9332\u97f3\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u97f3\u58f0\u306e\u30c8\u30fc\u30f3\u3068\u30cb\u30e5\u30a2\u30f3\u30b9\u3092\u5206\u6790\u3057\u3001\u82db\u7acb\u3061\u3001\u6e80\u8db3\u611f\u3001\u6df7\u4e71\u3068\u3044\u3063\u305f\u611f\u60c5\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u7279\u5b9a\u3057\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3088\u308a\u6df1\u3044\u5171\u611f\u3092\u793a\u3057\u306a\u304c\u3089\u5bfe\u5fdc\u3057\u3001\u9867\u5ba2\u306e\u611f\u60c5\u306e\u72b6\u614b\u306b\u5fdc\u3058\u3066\u5bfe\u8a71\u3092\u8abf\u6574\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001\u611f\u60c5\u5206\u6790\u306b\u3088\u3063\u3066\u9867\u5ba2\u304c\u82db\u7acb\u3063\u3066\u3044\u308b\u3053\u3068\u304c\u691c\u51fa\u3055\u308c\u305f\u5834\u5408\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u843d\u3061\u7740\u304b\u305b\u308b\u305f\u3081\u306e\u6226\u7565\u306b\u6ce8\u529b\u3067\u304d\u307e\u3059\u3002\u4e00\u65b9\u3001\u30dd\u30b8\u30c6\u30a3\u30d6\u306a\u611f\u60c5\u3067\u3042\u308b\u3053\u3068\u304c\u691c\u51fa\u3055\u308c\u305f\u5834\u5408\u306f\u3001\u305d\u306e\u5bfe\u8a71\u304c\u8fc5\u901f\u304b\u3064\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u3082\u306e\u3067\u3042\u308b\u3053\u3068\u3092\u793a\u5506\u3057\u307e\u3059\u3002  <\/p>\n\n<p>\u3053\u3046\u3057\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u306f\u305d\u308c\u305e\u308c\u306e\u4f1a\u8a71\u306e\u54c1\u8cea\u3092\u6539\u5584\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u304a\u3088\u3073\u54c1\u8cea\u4fdd\u8a3c\u306b\u5411\u3051\u3066\u6d3b\u7528\u3067\u304d\u308b\u5b9f\u7528\u7684\u306a\u30c7\u30fc\u30bf\u306b\u3082\u306a\u308a\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u3053\u306e\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30b5\u30dd\u30fc\u30c8\u304c\u5fc5\u8981\u3068\u306a\u308b\u9818\u57df\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u304c\u62b1\u3048\u308b\u8ab2\u984c\u306e\u30d1\u30bf\u30fc\u30f3\u3092\u660e\u78ba\u306b\u3057\u3066\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u6226\u7565\u306e\u6539\u5584\u306b\u5f79\u7acb\u3064\u50be\u5411\u3092\u628a\u63e1\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">8. AI \u3092\u6d3b\u7528\u3057\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u652f\u63f4 <\/h3>\n\n<p>\u9867\u5ba2\u3068\u5bfe\u8a71\u4e2d\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30ac\u30a4\u30c0\u30f3\u30b9\u3068\u95a2\u9023\u60c5\u5831\u3092\u63d0\u4f9b\u3059\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u652f\u63f4\u6a5f\u80fd\u306f\u3001\u73fe\u5728\u5229\u7528\u3067\u304d\u308b\u6700\u3082\u9769\u65b0\u7684\u306a\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u6a5f\u80fd\u306e\u4e00\u3064\u3067\u3059\u3002AI \u3092\u6d3b\u7528\u3057\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u652f\u63f4\u6a5f\u80fd\u3092\u4f7f\u7528\u3059\u308c\u3070\u3001\u77ac\u6642\u306b\u30ca\u30ec\u30c3\u30b8\u30d9\u30fc\u30b9\u304b\u3089\u60c5\u5831\u3092\u53d6\u5f97\u3067\u304d\u308b\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3059\u3070\u3084\u304f\u78ba\u4fe1\u3092\u3082\u3063\u3066\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u56de\u7b54\u304c\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<p>\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u652f\u63f4\u6a5f\u80fd\u306b\u3088\u308a\u3001\u30ea\u30bd\u30fc\u30b9\u3092\u8abf\u3079\u305f\u308a\u56de\u7b54\u3092\u898b\u3064\u3051\u305f\u308a\u3059\u308b\u305f\u3081\u306e\u6642\u9593\u304c\u524a\u6e1b\u3055\u308c\u307e\u3059\u3002\u306a\u305c\u306a\u3089\u3001\u5fc5\u8981\u306a\u30ea\u30bd\u30fc\u30b9\u3084\u56de\u7b54\u304c\u3042\u3089\u304b\u3058\u3081\u624b\u5143\u306b\u7528\u610f\u3055\u308c\u308b\u304b\u3089\u3067\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u306e\u8a00\u8449\u306b\u8033\u3092\u50be\u3051\u3066\u5bfe\u5fdc\u3059\u308b\u305f\u3081\u306e\u6642\u9593\u3092\u5897\u3084\u305b\u308b\u3068\u3044\u3046\u30e1\u30ea\u30c3\u30c8\u3082\u3042\u308a\u307e\u3059\u3002\u5f53\u7136\u306e\u3053\u3068\u306a\u304c\u3089\u3001\u751f\u6210 AI \u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u652f\u63f4\u3092\u5927\u5e45\u306b\u62e1\u5f35\u3057\u307e\u3059\u3002\u305f\u3068\u3048\u3070\u3001Webex Contact Center \u3067\u306f<a href=\"https:\/\/www.webex.ai\/ai-assistant-for-suite-devices-cx.html?tab=tab-cx\" target=\"_blank\" rel=\"noreferrer noopener\">\u751f\u6210 AI <\/a>\u3092\u6b21\u306e 2 \u3064\u306e\u72ec\u7279\u306a\u6a5f\u80fd\u3067\u6d3b\u7528\u3057\u3066\u3044\u307e\u3059\u3002    <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u5fdc\u7b54\u5185\u5bb9\u306e\u63d0\u6848<\/strong>\uff1aWebex Contact Center \u306e\u3053\u306e\u6a5f\u80fd\u306f\u3001\u4f1a\u8a71\u306e\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306b\u57fa\u3065\u3044\u3066\u5fdc\u7b54\u3092\u751f\u6210\u3057\u307e\u3059\u3002\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u95a2\u9023\u6027\u306e\u9ad8\u3044\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u63d0\u6848\u306b\u3088\u3063\u3066\u5fdc\u7b54\u6642\u9593\u3092\u77ed\u7e2e\u3067\u304d\u308b\u3068\u3068\u3082\u306b\u3001\u5fdc\u7b54\u306e\u4e00\u8cab\u6027\u3092\u5f37\u5316\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u652f\u63f4\u306b\u3088\u308a\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u8a8d\u77e5\u3059\u308b\u305f\u3081\u306e\u8ca0\u62c5\u304c\u6700\u5c0f\u9650\u306b\u6291\u3048\u3089\u308c\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u6b63\u78ba\u3067\u3001\u3057\u304b\u3082\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u5fdc\u7b54\u3067\u9867\u5ba2\u306b\u5bfe\u5fdc\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308b\u305f\u3081\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3082\u5411\u4e0a\u3057\u307e\u3059\u3002  <br\/><\/li>\n\n\n\n<li><strong>\u4f1a\u8a71\u306e\u8981\u7d04<\/strong>\uff1a\u4f1a\u8a71\u306e\u81ea\u52d5\u8981\u7d04\u6a5f\u80fd\u306f\u3001\u5404\u30c1\u30e3\u30c3\u30c8\u307e\u305f\u306f\u901a\u8a71\u304b\u3089\u91cd\u8981\u306a\u5185\u5bb9\u3092\u53ce\u96c6\u3057\u3066\u8981\u7d04\u3057\u307e\u3059\u3002\u3057\u305f\u304c\u3063\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u9867\u5ba2\u306b\u8aac\u660e\u3092\u7e70\u308a\u8fd4\u3055\u305b\u308b\u3053\u3068\u306a\u304f\u3001\u3059\u3070\u3084\u304f\u5bfe\u8a71\u306e\u5c65\u6b74\u3092\u78ba\u8a8d\u3067\u304d\u307e\u3059\u3002\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3068\u306e\u30c1\u30e3\u30c3\u30c8\u3001\u4e2d\u65ad\u3055\u308c\u305f\u901a\u8a71\u3001\u3042\u308b\u3044\u306f\u8907\u6570\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u95a2\u4e0e\u3059\u308b\u4f1a\u8a71\u306e\u3044\u305a\u308c\u306b\u3057\u3066\u3082\u3001\u4f1a\u8a71\u306e\u8981\u7d04\u306b\u3088\u3063\u3066\u3001\u305d\u308c\u305e\u308c\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u660e\u78ba\u304b\u3064\u7c21\u6f54\u306b\u632f\u308a\u8fd4\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3068\u304f\u306b\u9867\u5ba2\u304c\u4eee\u60f3\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304b\u3089\u4eba\u9593\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u5f15\u304d\u7d99\u304c\u308c\u305f\u5834\u5408\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u3092\u4fdd\u6301\u3057\u3066\u7d99\u7d9a\u6027\u3092\u78ba\u4fdd\u3067\u304d\u308b\u3053\u3068\u304c\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002  <\/li>\n<\/ul>\n\n<h3 class=\"wp-block-heading\">9. \u30e6\u30cb\u30d5\u30a1\u30a4\u30c9 \u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u304a\u3088\u3073\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30c4\u30fc\u30eb<\/h3>\n\n<p>\u73fe\u4ee3\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306b\u306f\u3001\u7d71\u5408\u3055\u308c\u305f\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3\u30c4\u30fc\u30eb\u304c\u4e0d\u53ef\u6b20\u3068\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30c4\u30fc\u30eb\u306b\u3088\u3063\u3066\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30ca\u30ec\u30c3\u30b8\u30ef\u30fc\u30ab\u30fc\u3084\u4ed6\u306e\u90e8\u7f72\u306b\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u3064\u306a\u304c\u308b\u3053\u3068\u304c\u3067\u304d\u3001\u3088\u308a\u30a2\u30b8\u30e3\u30a4\u30eb\u3067\u5fdc\u7b54\u6027\u306b\u512a\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u74b0\u5883\u304c\u5275\u51fa\u3055\u308c\u308b\u305f\u3081\u3067\u3059\u3002<a href=\"https:\/\/www.webex.com\/ja\/enterprise-cloud-calling.html\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Calling<\/a> \u3068 <a href=\"https:\/\/blog.webex.com\/collaboration\/hybrid-work\/webex-and-microsoft-collaboration-integration\/\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Teams <\/a>\u306e\u3069\u3061\u3089\u3067\u3042\u3063\u3066\u3082\u3001\u5e83\u304f\u4f7f\u308f\u308c\u3066\u3044\u308b\u30b3\u30e9\u30dc\u30ec\u30fc\u30b7\u30e7\u30f3 \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u7d71\u5408\u3059\u308b\u3068\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u60c5\u5831\u306b\u30a2\u30af\u30bb\u30b9\u3059\u308b\u969b\u3001\u652f\u63f4\u3092\u6c42\u3081\u308b\u969b\u3001\u3042\u308b\u3044\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30c1\u30fc\u30e0\u3068\u9023\u643a\u3059\u308b\u969b\u306e\u3044\u305a\u308c\u306b\u304a\u3044\u3066\u3082\u3001\u540c\u3058\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30a4\u30b9\u5185\u3067\u7c21\u5358\u306b\u76ee\u7684\u3092\u9054\u6210\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002 <\/p>\n\n<p>\u3053\u306e\u7d71\u5408\u306b\u3088\u308a\u3001\u8907\u6570\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u5207\u308a\u66ff\u3048\u308b\u6642\u9593\u304c\u77ed\u7e2e\u3055\u308c\u3001\u8907\u96d1\u306a\u554f\u3044\u5408\u308f\u305b\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u4ed6\u306e\u90e8\u7f72\u304b\u3089\u306e\u60c5\u5831\u304c\u5fc5\u8981\u306b\u306a\u3063\u3066\u3082\u6700\u5c0f\u9650\u306e\u9045\u5ef6\u3067\u5bfe\u5fdc\u3067\u304d\u307e\u3059\u3002\u5404\u5206\u91ce\u306e\u5c02\u9580\u5bb6\u304b\u3089\u306e\u30b5\u30dd\u30fc\u30c8\u3092\u7d20\u65e9\u304f\u53d7\u3051\u3089\u308c\u308b\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u3088\u308a\u8fc5\u901f\u304b\u3064\u6b63\u78ba\u306b\u5fdc\u7b54\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8\u306e\u30b9\u30d4\u30fc\u30c9\u3082\u54c1\u8cea\u3082\u5411\u4e0a\u3057\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">10. \u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u304a\u3088\u3073\u5c65\u6b74\u30ec\u30dd\u30fc\u30c8<\/h3>\n\n<p>\u65e5\u5e38\u696d\u52d9\u3068\u9577\u671f\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u6700\u9069\u5316\u3092\u76ee\u6307\u3059\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306b\u3068\u3063\u3066\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u30a4\u30f3\u30b5\u30a4\u30c8\u306f\u6975\u3081\u3066\u91cd\u8981\u3067\u3059\u3002\u30b3\u30fc\u30eb\u306e\u91cf\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\u3001\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u306a\u3069\u3068\u3044\u3063\u305f\u3001\u904e\u53bb\u306e\u30e1\u30c8\u30ea\u30c3\u30af\u3068\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30e1\u30c8\u30ea\u30c3\u30af\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u3063\u3066\u3044\u308c\u3070\u3001\u904b\u7528\u4e0a\u306e\u8ab2\u984c\u304c\u6301\u3061\u4e0a\u304c\u3063\u305f\u3068\u304d\u306b\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u3059\u3070\u3084\u304f\u8ab2\u984c\u306e\u30d1\u30bf\u30fc\u30f3\u3092\u7279\u5b9a\u3057\u3066\u5bfe\u51e6\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<p>\u60f3\u5b9a\u5916\u306e\u30b3\u30fc\u30eb\u6025\u5897\u306e\u969b\u306b\u30ea\u30bd\u30fc\u30b9\u3092\u518d\u5272\u308a\u5f53\u3066\u3057\u305f\u308a\u3001\u5927\u91cf\u306e\u30b3\u30fc\u30eb\u306b\u5bfe\u51e6\u3057\u3066\u3044\u308b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u8ffd\u52a0\u306e\u30b5\u30dd\u30fc\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3068\u3044\u3063\u305f\u5834\u5408\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u306b\u57fa\u3065\u3044\u3066\u5373\u3061\u306b\u8abf\u6574\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u512a\u308c\u305f\u5fdc\u7b54\u6027\u306b\u3088\u308a\u3001\u30d4\u30fc\u30af\u6642\u3067\u3042\u3063\u3066\u3082\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u7dad\u6301\u3057\u3001\u9867\u5ba2\u306e\u5f85\u3061\u6642\u9593\u3092\u77ed\u7e2e\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002 <\/p>\n\n<p>\u4e00\u65b9\u3001\u5c65\u6b74\u30b5\u30dd\u30fc\u30c8\u3067\u306f\u3001\u7d4c\u6642\u7684\u306a\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u306e\u50be\u5411\u3092\u5305\u62ec\u7684\u306b\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u306f\u7279\u5b9a\u306e\u5b63\u7bc0\u306b\u767a\u751f\u3059\u308b\u30b3\u30fc\u30eb\u306e\u5897\u52a0\u3092\u7279\u5b9a\u3057\u305f\u308a\u3001\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u5909\u66f4\u306b\u3088\u308b\u5f71\u97ff\u3092\u8ffd\u8de1\u3057\u305f\u308a\u3067\u304d\u307e\u3059\u3002\u30de\u30cd\u30fc\u30b8\u30e3\u30fc\u304c\u3053\u306e\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u3044\u3066\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30d7\u30ed\u30b0\u30e9\u30e0\u306e\u6539\u826f\u3001\u30b9\u30bf\u30c3\u30d5\u914d\u7f6e\u30b9\u30b1\u30b8\u30e5\u30fc\u30eb\u306e\u6700\u9069\u5316\u3001\u5fdc\u7b54\u30d7\u30ed\u30c8\u30b3\u30eb\u306e\u6539\u5584\u306a\u3069\u306e\u6226\u7565\u7684\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3046\u3053\u3068\u3067\u3001\u52b9\u7387\u5316\u3001\u30b3\u30b9\u30c8\u524a\u6e1b\u3001\u305d\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u306e\u6539\u5584\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\">11. \u30aa\u30fc\u30d7\u30f3\u30a2\u30fc\u30ad\u30c6\u30af\u30c1\u30e3<\/h3>\n\n<p><a href=\"https:\/\/blog.webex.com\/ja\/collaboration\/ai-revolution-in-customer-experience-leading-or-lagging-behind-competition\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u4f01\u696d\u306e 75%<\/a> \u304c\u300110 \u7a2e\u985e\u3082\u306e\u30b5\u30a4\u30ed\u5316\u3055\u308c\u305f\u9867\u5ba2\u30c7\u30fc\u30bf\u30b7\u30b9\u30c6\u30e0\u3092\u4f7f\u7528\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u3054\u5b58\u77e5\u3067\u3057\u305f\u304b\u3002\u3053\u308c\u306f\u4e8b\u5b9f\u3067\u3059\u3002\u3055\u3089\u306b\u60aa\u3044\u3053\u3068\u306b\u3001\u30b5\u30a4\u30ed\u5316\u3055\u308c\u305f\u30c7\u30fc\u30bf\u306f\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u8457\u3057\u304f\u963b\u5bb3\u3057\u307e\u3059\u3002\u8907\u6570\u306e\u7570\u306a\u308b\u9867\u5ba2\u30c7\u30fc\u30bf\u30b7\u30b9\u30c6\u30e0\u3092\u4f7f\u7528\u3057\u3066\u3044\u308b\u7d44\u7e54\u3067\u306f\u3001\u5358\u4e00\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u4f7f\u7528\u3057\u3066\u3044\u308b\u7d44\u7e54\u306b\u6bd4\u3079\u3001\u89e3\u6c7a\u307e\u3067\u306e\u6642\u9593\u304c 48% \u9577\u304f\u3001CSAT \u30b9\u30b3\u30a2\u304c 50% \u4f4e\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002  <\/p>\n\n<p>\u3060\u304b\u3089\u3053\u305d\u3001\u9078\u629e\u3059\u308b\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc \u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u306f\u3001\u4ed6\u306e\u6280\u8853\u30b9\u30bf\u30c3\u30af\u3068\u9ad8\u5ea6\u306a\u4e92\u63db\u6027\u3092\u6301\u3064\u3082\u306e\u3067\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u3068\u304f\u306b\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\uff08CRM\uff09\u30b7\u30b9\u30c6\u30e0\u3068\u306e\u9023\u643a\u306f\u91cd\u8981\u3067\u3059\u3002CRM \u3068\u306e\u7d71\u5408\u306b\u3088\u308a\u3001\u30d3\u30b8\u30cd\u30b9\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3\u9593\u3067\u30c7\u30fc\u30bf\u304c\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u53d7\u3051\u6e21\u3055\u308c\u308b\u3088\u3046\u306b\u306a\u308b\u305f\u3081\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u6700\u65b0\u306e\u9867\u5ba2\u60c5\u5831\u3092\u63d0\u4f9b\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u30b3\u30f3\u30c6\u30ad\u30b9\u30c8\u306e\u5207\u308a\u66ff\u3048\u304c\u6e1b\u308a\u3001\u30c1\u30fc\u30e0\u304c\u5358\u4e00\u306e\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u304b\u3089\u30c7\u30fc\u30bf\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002  <\/p>\n\n<p>\u30a2\u30d7\u30ea\u30b1\u30fc\u30b7\u30e7\u30f3 \u30d7\u30ed\u30b0\u30e9\u30df\u30f3\u30b0 \u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30a4\u30b9\uff08API\uff09\u3001\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u958b\u767a\u30ad\u30c3\u30c8\u3001\u30c9\u30ad\u30e5\u30e1\u30f3\u30c8\u3001\u30b5\u30dd\u30fc\u30c8\u30b5\u30fc\u30d3\u30b9\u3068\u3044\u3063\u305f\u4e00\u9023\u306e\u958b\u767a\u8005\u5411\u3051\u30ea\u30bd\u30fc\u30b9\u3092\u63c3\u3048\u305f\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u7406\u60f3\u7684\u3067\u3059\u3002\u30aa\u30fc\u30d7\u30f3 API \u3084\u305d\u306e\u4ed6\u306e\u30c4\u30fc\u30eb\u306b\u3088\u3063\u3066\u3001\u958b\u767a\u8005\u304c\u7c21\u5358\u306b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u6a5f\u80fd\u3092\u7d71\u5408\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3001\u62e1\u5f35\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u3055\u3089\u306b\u91cd\u8981\u306a\u306e\u306f\u3001\u30c1\u30fc\u30e0\u304c AI \u3092\u6d3b\u7528\u3057\u305f\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u3066\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3057\u3066\u767a\u5c55\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u70b9\u3067\u3059\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\">12. \u4e00\u5143\u7ba1\u7406<\/h3>\n\n<p>\u300c\u5358\u4e00\u753b\u9762\u300d\u3067\u3059\u3079\u3066\u3092\u7ba1\u7406\u3067\u304d\u308b\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u304c\u3042\u308c\u3070\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u8907\u6570\u306e\u30c1\u30fc\u30e0\u304c\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30b7\u30b9\u30c6\u30e0\u306e\u7ba1\u7406\u3001\u76e3\u8996\u3001\u30c8\u30e9\u30d6\u30eb\u30b7\u30e5\u30fc\u30c6\u30a3\u30f3\u30b0\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5fc5\u8981\u306a\u3059\u3079\u3066\u306e\u6a5f\u80fd\u306b 1 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<\/p>\n\n<p>\u7c21\u5358\u306b\u7ba1\u7406\u3067\u304d\u308b\u4e00\u5143\u5316\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u306f\u3001\u6a5f\u5bc6\u6027\u306e\u9ad8\u3044\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u4fdd\u8b77\u3057\u3001\u898f\u5236\u57fa\u6e96\u3092\u6e80\u305f\u3059\u305f\u3081\u306b\u4e0d\u53ef\u6b20\u306a\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u3001\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u3001\u30e6\u30fc\u30b6\u30fc\u30a2\u30af\u30bb\u30b9\u3092\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u3067\u5236\u5fa1\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u53ef\u80fd\u306a\u30a6\u30a3\u30b8\u30a7\u30c3\u30c8\u30d9\u30fc\u30b9\u306e\u30c7\u30b9\u30af\u30c8\u30c3\u30d7\u3067\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u5404\u81ea\u306e\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3068\u597d\u307f\u306b\u5408\u308f\u305b\u3066\u30ef\u30fc\u30af\u30b9\u30da\u30fc\u30b9\u3092\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3067\u304d\u307e\u3059\u3002\u5404\u81ea\u306e\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u305f\u8a2d\u5b9a\u3092\u53ef\u80fd\u306b\u3059\u308b\u3053\u306e\u67d4\u8edf\u6027\u306f\u3001\u751f\u7523\u6027\u3092\u9ad8\u3081\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6e80\u8db3\u5ea6\u3082\u9ad8\u3081\u308b\u3053\u3068\u306b\u306a\u308a\u307e\u3059\u3002  <\/p>\n\n<p>\u305f\u3068\u3048\u3070 <a href=\"https:\/\/www.webex.com\/ja\/control-hub.html\" target=\"_blank\" rel=\"noreferrer noopener\">Control Hub<\/a> \u3092\u4f8b\u306b\u53d6\u308b\u3068\u3001\u3053\u306e\u5305\u62ec\u7684\u306a\u30c0\u30c3\u30b7\u30e5\u30dc\u30fc\u30c9\u3067\u306f\u3001\u7ba1\u7406\u8005\u304c Webex Contact Center \u3092\u542b\u3080 Webex \u30a8\u30b3\u30b7\u30b9\u30c6\u30e0\u5168\u4f53\u3092\u7ba1\u7406\u3067\u304d\u307e\u3059\u3002\u3053\u3053\u304b\u3089\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u76e3\u8996\u3057\u3066\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u8ffd\u52a0\u307e\u305f\u306f\u524a\u9664\u3001\u30ec\u30dd\u30fc\u30c8\u306e\u751f\u6210\u3092\u306f\u3058\u3081\u3068\u3059\u308b\u3055\u307e\u3056\u307e\u306a\u64cd\u4f5c\u3092\u884c\u3046\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002  <\/p>\n\n<h3 class=\"wp-block-heading\">13. 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<\/p>\n\n<p>\u30c6\u30ad\u30b9\u30c8\u3068 E \u30e1\u30fc\u30eb\u306e\u3069\u3061\u3089\u3067\u3042\u3063\u3066\u3082\u3001\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u76f4\u5f8c\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3059\u308b\u3053\u3068\u3067\u3001\u9867\u5ba2\u306e\u8a18\u61b6\u304c\u307e\u3060\u65b0\u3057\u3044\u3046\u3061\u306b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u3064\u3044\u3066\u306e\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u56de\u7b54\u3092\u53ce\u96c6\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3055\u308c\u305f\u624b\u6cd5\u3068\u3057\u3066\u3001\u7279\u5b9a\u306e\u5bfe\u8a71\u3001\u88fd\u54c1\u3001\u307e\u305f\u306f\u9867\u5ba2\u30bb\u30b0\u30e1\u30f3\u30c8\u306b\u5408\u308f\u305b\u3066\u8a2d\u8a08\u3055\u308c\u305f\u30ab\u30b9\u30bf\u30e0\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u4f7f\u7528\u3059\u308b\u3068\u3001\u3088\u308a\u95a2\u9023\u6027\u304c\u9ad8\u304f\u3001\u884c\u52d5\u306b\u3064\u306a\u304c\u308a\u3084\u3059\u3044\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u53ce\u96c6\u3067\u304d\u307e\u3059\u3002 <\/p>\n\n<p>\u3044\u305a\u308c\u306e\u5834\u5408\u3082\u3001\u9867\u5ba2\u3068\u306e\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u30d5\u30ed\u30fc\u306e\u306a\u304b\u306b\u30a2\u30f3\u30b1\u30fc\u30c8\u3092\u7d44\u307f\u8fbc\u3080\u3053\u3068\u3067\u3001\u6700\u3082\u6709\u610f\u7fa9\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5f97\u3089\u308c\u308b\u6226\u7565\u7684\u306a\u30bf\u30a4\u30df\u30f3\u30b0\uff08\u305f\u3068\u3048\u3070\u8907\u96d1\u306a\u554f\u984c\u304c\u89e3\u6c7a\u3055\u308c\u305f\u5f8c\u306a\u3069\uff09\u3067\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u3092\u5b9f\u65bd\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u6539\u5584\u306e\u53d6\u308a\u7d44\u307f\u306f\u3001\u6700\u7d42\u7684\u306b\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u3068\u3001\u3088\u308a\u30a2\u30b8\u30e3\u30a4\u30eb\u3067\u5fdc\u7b54\u6027\u306b\u512a\u308c\u305f\u30b5\u30dd\u30fc\u30c8\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">14. \u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u75b2\u5f0a\u691c\u77e5<\/h3>\n\n<p>\u6700\u3082\u91cd\u8981\u306a AI \u306e\u30e6\u30fc\u30b9\u30b1\u30fc\u30b9\u306e\u3046\u3061\u306e\u4e00\u3064\u306f\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a6\u30a7\u30eb\u30d3\u30fc\u30a4\u30f3\u30b0\u306b\u95a2\u9023\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u8077\u5834\u3067\u306e\u30b9\u30c8\u30ec\u30b9\u3068\u71c3\u3048\u5c3d\u304d\u75c7\u5019\u7fa4\u306f\u3088\u304f\u3042\u308b\u3053\u3068\u3067\u3059\u304c\u3001\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u95a2\u3057\u3066\u306f\u7279\u306b\u9855\u8457\u3067\u3059\u3002\u5b9f\u969b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u96e2\u8077\u7387\u306f<a href=\"https:\/\/ecommons.cornell.edu\/server\/api\/core\/bitstreams\/e4ae98ca-9034-4f68-8be9-86885905f403\/content\" target=\"_blank\" rel=\"noreferrer noopener\">\u4ed6\u306e\u8077\u696d\u306e 2 \u500d<\/a>\u3067\u3042\u308a\u3001\u71c3\u3048\u5c3d\u304d\u75c7\u5019\u7fa4\u306f\u96e2\u8077\u7406\u7531\u306e 50% \u3092\u5360\u3081\u3066\u3044\u307e\u3059\u3002  <\/p>\n\n<p>AI \u3092\u6d3b\u7528\u3057\u305f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u75b2\u5f0a\u691c\u77e5\u6a5f\u80fd\u304c\u3042\u308c\u3070\u3001\u71c3\u3048\u5c3d\u304d\u75c7\u5019\u7fa4\u3092\u672a\u7136\u306b\u9632\u3050\u3053\u3068\u304c\u3067\u304d\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30a6\u30a7\u30eb\u30cd\u30b9\u3092\u30b5\u30dd\u30fc\u30c8\u3067\u304d\u307e\u3059\u3002Webex Contact Center \u3067\u306f\u3001\u30b9\u30c8\u30ec\u30b9\u3001\u75b2\u308c\u3001\u71c3\u3048\u5c3d\u304d\u75c7\u5019\u7fa4\u306e\u5146\u5019\u3092\u65e9\u671f\u306e\u3046\u3061\u306b\u81ea\u52d5\u7684\u306b\u7279\u5b9a\u3057\u307e\u3059\u3002AI \u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u58f0\u306e\u30c8\u30fc\u30f3\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u5206\u6790\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u304c\u30b9\u30c8\u30ec\u30b9\u3092\u611f\u3058\u3066\u3044\u308b\u53ef\u80fd\u6027\u3092\u793a\u3059\u5fae\u5999\u306a\u624b\u639b\u304b\u308a\u3092\u691c\u51fa\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002  <\/p>\n\n<p>\u3053\u3046\u3057\u305f\u624b\u639b\u304b\u308a\u304c\u691c\u51fa\u3055\u308c\u305f\u5834\u5408\u3001\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u4ecb\u5165\u3057\u3066\u63aa\u7f6e\u3092\u8b1b\u3058\u3089\u308c\u308b\u3088\u3046\u3001\u30b9\u30fc\u30d1\u30fc\u30d0\u30a4\u30b6\u30fc\u306b\u901a\u77e5\u304c\u5c4a\u304d\u307e\u3059\u3002\u6551\u6e08\u306e\u305f\u3081\u306e\u63aa\u7f6e\u306b\u306f\u3001\u4f11\u61a9\u6642\u9593\u306e\u63d0\u6848\u3001\u8ffd\u52a0\u30b5\u30dd\u30fc\u30c8\u306e\u63d0\u4f9b\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u8ca0\u62c5\u3092\u8efd\u304f\u3059\u308b\u305f\u3081\u306e\u30bf\u30b9\u30af\u306e\u518d\u5272\u308a\u5f53\u3066\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u3046\u3057\u305f\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u624b\u6cd5\u306b\u3088\u308a\u3001\u8077\u5834\u306e\u5185\u5916\u3067\u5927\u304d\u306a\u5909\u5316\u304c\u751f\u307e\u308c\u308b\u306f\u305a\u3067\u3059\u3002 <\/p>\n\n<h3 class=\"wp-block-heading\">15. 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 <\/p>\n\n<h2 class=\"wp-block-heading\">Webex Contact Center 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href=\"https:\/\/www.webex.com\/jp\/ja\/products\/customer-experience\/contact-center.html\" target=\"_blank\" rel=\"noreferrer noopener\">Webex Contact Center <\/a>\u306b\u3064\u3044\u3066\u4eca\u3059\u3050\u3054\u78ba\u8a8d\u304f\u3060\u3055\u3044\u3002 <\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u304c\u73fe\u4ee3\u306e\u30d3\u30b8\u30cd\u30b9\u306b\u4e0d\u53ef [&hellip;]<\/p>\n","protected":false},"author":5567,"featured_media":432586,"comment_status":"closed","ping_status":"open","sticky":true,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1584],"tags":[16300],"class_list":["post-433896","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-16300"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ 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