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AIによる顧客エクセレンス：対話型AIと自動化の活用

AIは意思決定において重要な役割を果たし、カスタマーアウトカムを向上させるなど、企業を力強くサポートするものです。顧客エクスペリエンス（CX）のためによく設計されたAI戦略は、オペレーター、他のCX従業員、そして何よりも顧客のニーズを優先します。また、企業が各部門の目標に合わせて戦略を立てるのにも役立ちます。こうした目標には、コール量の削減、問題解決の迅速化、アップセルの機会最大化などがあります。

このeBookでは、企業がAIの力を活用してCXを向上させる方法と、AI投資を成功に導くための7つのアクションについて紹介します。

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