1. ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšã¯
ãã®èšäºã§ã¯ãããªãŒã©ã³ã¹ãšã³ãžãã¢ãšã¯äœãªã®ãããã®ã¡ãªããããã¡ãªããããããŠæåããããã®æ¹æ³ã«ã€ããŠåå¿è ã§ãç解ãããã解説ããŸãã
1.1. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã®å®çŸ©
ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšã¯ãç¹å®ã®äŒæ¥ã«æå±ãããèªèº«ã®æè¡åã掻ãããŠåã ã®ã¯ã©ã€ã¢ã³ãã»äŒæ¥ããä»äºãè«ãè² ããITåéã®ãããã§ãã·ã§ãã«ã§ããããã°ã©ãã³ã°ã¹ãã«ã¯ãã¡ãããã·ã¹ãã èšèšãæ å ±ã»ãã¥ãªãã£ã人工ç¥èœïŒAIïŒã®éçºãªã©ãå¹ åºãåéã§æŽ»åå¯èœã§ãå°éæ§ãšãã¬ãã·ããªãã£ãæ±ããããŸãã
1.2. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã®ã¡ãªãããšãã¡ãªãã
ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ã¯ãå€ãã®ã¡ãªããããããŸããèªåã®æéãèªç±ã«ç®¡çã§ããéžã³ãããããžã§ã¯ãã ããåããããèªç±ããåŸæãšããé åã§ã¹ãã«ã掻ãããããšããããŠæã«ã¯äŒç€Ÿå¡ãããé«ãåå ¥ãåŸãããå¯èœæ§ãããããšãªã©ãæããããŸãã
ããããäžæ¹ã§ãã¡ãªãããååšããŸããäŸãã°ãåå ¥ãäžå®å®ã§ãã£ãããèªèº«ã§å¥åº·ä¿éºãªã©ã®ç€ŸäŒä¿éã管çããªããã°ãªããªãããšããŸããèªå·±ç®¡çãæ±ãããããããæ¥åã®é²è¡ãç¿æ £äœãã«èŠæŠãã人ãããŸãã
ãããã¯äžéšã®äŸã«ãããŸããããããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠåãäžã§ã®ã¡ãªãããšãã¡ãªãããç解ããèªåã«åã£ãåãæ¹ãèŠã€ããããšã倧åã ãšèšããã§ãããã
2. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã®ãã£ãªã¢ãã¹ã®åœ¢æ
ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ãªãããã«ã¯ããã®éã®ãã¯æ±ºããŠå¹³ããã§ã¯ãããŸãããããããæ£ããã¹ãã«ã»ãããšåŠç¿æ³ã身ã«ã€ããç¶ç¶çã«ã¹ãã«ã¢ãããå³ãããšã§ãæåãããã£ãªã¢ãã¹ã圢æããŠããããšãã§ããŸãã
2.1. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«æ±ããããã¹ãã«ã»ãã
ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«æ±ããããã¹ãã«ã»ããã¯å€å²ã«ããããŸãããæãéèŠãªã®ã¯ãå ·äœçãªããã°ã©ã èšèªãç解ãããããçšããŠãœãããŠã§ã¢ã®èšèšãéçºããã¹ããè¡ããæè¡çèœåã§ãããŸããäžäººã®ãšã³ãžãã¢ãšããŠæåããŠããããã«ã¯ãåé¡è§£æ±ºã¹ãã«ãã³ãã¥ãã±ãŒã·ã§ã³èœåãããã«ã¯èªå·±ç®¡çèœåãå¿ èŠã ãšèšããã§ãããã
2.2. ãšã³ãžãã¢ãšããŠå¿ èŠãªåºæ¬çãªç¥èãšåŠç¿ã®é²ãæ¹
ãšã³ãžãã¢ãšããŠã®åºæ¬çãªç¥èãšã¯ãããã°ã©ãã³ã°èšèªã®ç解ãšãããçšããå®éã®ã³ãŒãã®èšè¿°èœåã®ã¿ãªãããæ§é åæèãããŒã¿è§£æãã¢ã«ãŽãªãºã ç解ãªã©åºç¯ã«åã³ãŸãããããã®ç¥èã身ã«ã€ããããã®äžã€ã®åŠç¿ã®é²ãæ¹ãšããŠã¯ããŸãã¯èªåãåŸæãšããããŸãã¯èå³ãããé åãäžã€éžã³ããã®é åã«ç¹åããããã°ã©ãã³ã°èšèªãæè¡ã®åŠç¿ãå§ããŸãããããŠãæãåãããªããå®éã«äœããäœãåºã’å®è·µçãªåŠç¿’ãé²ããããšããæãå¹æçãªæ¹æ³ã ãšèšããã§ãããã
2.3. ã¹ãã«ã¢ããã®ããã®å匷æ³ãšæå¹ãªãªãœãŒã¹
ã¹ãã«ã¢ããã®ããã®æãå¹æçãªå匷æ³ã¯ããã¯ã‘èªåèªèº«ã§ããã°ã©ã ãæžãããš’ã§ããæç§æžãèªãã ãã§ã¯ãªããèªç±ã«ã¢ã€ãã¢ã圢ã«ããããã®ããã°ã©ã ãæžãããšã§ãæ·±ãç解ãåŸãããšãã§ããŸããæŽã«ãªã³ã©ã€ã³äžã«ã¯ããããžã§ã¯ããéããŠåŠã¶ããšãã§ãããã©ãããã©ãŒã ãããšã³ãžãã¢ã«ããç¥èå ±æã®ããã®ãã©ãŒã©ã ãªã©ãæå¹ãªãªãœãŒã¹ãããããååšããŸãã掻çšããããšã§èªèº«ã®ã¹ãã«ã¢ãããå éãããããšãã§ããã§ãããã
3. ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠã®è·æ¥ç掻
ãã®ç« ã§ã¯ãããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠã®ç掻ã«ã€ããŠèª¬æããŸããç¹ã«ãä»äºã®èŠã€ãæ¹ããããžã§ã¯ãéžã³ã®ãã€ã³ãããããŠå¿ èŠãªå¥çŽãæ³åŸã«é¢ããç¥èã«ã€ããŠè©³ãã解説ããŸãã
3.1. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã®ä»äºã®åãæ¹
ããªãŒã©ã³ã¹ãšã³ãžãã¢ã®ä»äºã®åãæ¹ã¯å€å²ã«ããããŸããèªåèªèº«ã§ã¯ã©ã€ã¢ã³ããæ¢ãçŽæ¥ããŒã±ãã£ã³ã°ããªã³ã©ã€ã³ã®ä»äºãããã³ã°ãµã€ãã掻çšããæ¡ä»¶ç²åŸãæ¢åã¯ã©ã€ã¢ã³ãããã®çŽ¹ä»ããªã©ãäžè¬çã§ããã¯ã©ã€ã¢ã³ããšã®ã³ãã¥ãã±ãŒã·ã§ã³ã¹ãã«ããèªåãäœãåŸæãšããã©ã®ãããªäŸ¡å€ãæäŸã§ããã®ããæ確ã«äŒããèœåãæ±ããããŸãã
3.2. ãããžã§ã¯ãéžã³ã®ãã€ã³ã
ãããžã§ã¯ããéžã¶éã®éèŠãªãã€ã³ããšããŠã¯ãèªåã®ã¹ãã«ãçµéšãããããããããããžã§ã¯ãã®ã¹ã³ãŒããæéãèªåã®ã©ã€ãã¹ã¿ã€ã«ãæé管çã«é©ããŠãããããããŠãããžã§ã¯ããèªåã®ãã£ãªã¢ããžã§ã³ãé·æçãªç®æšã«è²¢ç®ãããããªã©ããããŸãããŸãããããžã§ã¯ãã®èåŸã«ããããžãã¹ã®ããžã§ã³ã䟡å€ã«å ±æã§ãããã©ãããéèŠãªèŠç¹ã§ãã
3.3. å¿ èŠãªå¥çŽãšæ³çç¥è
ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠåãäžã§ããã¡ããšããå¥çŽãçµã³ãæ³çãªç¥èãæã€ããšã¯å¿ é ã§ããç¹ã«ãæ¥åå§èšå¥çŽã®åºæ¬çãªå 容ããèäœæš©ãå¥çŽéåæã®å¯Ÿå¿æ¹æ³ãäºæ¥æåŸã®çšéã®èšç®ãªã©ã«ã€ããŠç解ããŠããããšãéèŠã§ãããããã®ç¥èãããããšã§ãåé¡ãçºçãããšãã«èªåèªèº«ãå®ãããšãã§ããŸãã
4. ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠã®ããžãã¹ã¹ãã«
ããããããšã³ãžãã¢ãªã³ã°ã®æè¡ä»¥å€ã«ããããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠæåããããã«ã¯ããžãã¹ã¹ãã«ãå¿ èŠãšãªããŸããå ·äœçã«ã¯ã顧客察å¿ãšäº€æžè¡ããããã¯ãŒãã³ã°ãšããŒãããŒã·ããã®æ§ç¯ããããŠèªå·±ãããžã¡ã³ããšãªã¹ã¯ãããžãšãã£ãã¹ãã«ãæããããŸãã
4.1. 顧客察å¿ãšäº€æžè¡
ãŸãæåã«ã顧客察å¿ãšäº€æžè¡ã«ã€ããŠèããŠã¿ãŸãããã顧客第äžäž»çŸ©ãšã¯ã顧客ã®ããŒãºãèŠæãæåªå ã«èããããã«åºã¥ããŠèªåãã¡ã®è¡åã調æŽããèãæ¹ã§ããããã¯ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ã極ããŠéèŠãªæ 床ã§ãããå質ã®è¯ããµãŒãã¹ãæäŸããããã«ã¯æ¬ ãããŸããã
ãŸãã匷åºãªäº€æžè¡ãå¿ èŠã§ããäžã§ãããäŸ¡æ Œèšå®ãã¯é£æ床ãé«ãã¹ãã«ã®äžã€ã§ãããã«ã¯åžå Žã®ååãç解ããèªåã®ã¹ãã«ã»ãããè©äŸ¡ããèœåãæ±ããããŸããèªåã®äŸ¡å€ãé©æ£ã«è©äŸ¡ãããããèãæãçŽåŸã§ãã圢ã§äŒããããšãéèŠã§ãã
4.2. ãããã¯ãŒãã³ã°ãšããŒãããŒã·ããã®æ§ç¯
次ã«ããããã¯ãŒãã³ã°ãšããŒãããŒã·ããã®æ§ç¯ã«ã€ããŠã§ãããããã¯ä»äºã®æ©äŒãå¢ãããããã«ã¯ããžãã¹ã®å¯èœæ§ãåºããããã«éèŠãªã¹ãã«ã§ããç¹ã«ãå°éåéã«ãããæ°ããªæ å ±ãåŸãããããŸãä»ã®ãšã³ãžãã¢ãšã®ååé¢ä¿ãç¯ãããã«ã¯ãç©æ¥µçã«ãããã¯ãŒãã³ã°ãè¡ãããšãæšå¥šãããŸãã
ãŸããéèŠãªããŒãããŒã·ããã圢æããã«ã¯ãä¿¡é Œé¢ä¿ãç¯ãäžããå¿ èŠããããŸããããã«ã¯æéãšã²ããããªåªåãå¿ èŠã§ãããä¿¡é Œã§ããããŒãããŒã·ããã¯ããžãã¹ã®æåã«çŽçµããŸãã
4.3. èªå·±ãããžã¡ã³ããšãªã¹ã¯ãããž
æåŸã«ãèªå·±ãããžã¡ã³ããšãªã¹ã¯ãããžã«ã€ããŠèŠãŠãããŸããèªå·±ãããžã¡ã³ãã¯ãèªå·±ã®è¡åãæéããããŠã¹ãã¬ã¹ãé©åã«ã³ã³ãããŒã«ããèœåãæããŸããè³æºãšæéãéãããŠããäžã§ãäžæ¥ã24æéãããªããšããçŸå®ãåãå ¥ããèªåèªèº«ãæé©ã«ã³ã³ãããŒã«ããåã¯ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ãšã£ãŠå¿ é ãªã¹ãã«ã§ãã
ãããšåæã«ããªã¹ã¯ãããžãéèŠãªã¹ãã«ãšãªããŸããããã¯ãæœåšçãªåé¡ãé害ãäºåã«äºèŠãããã®åœ±é¿ãæå°éã«æããããã®æŠç¥ãç«ãŠãèœåãæããŸãããªã¹ã¯ãäºæž¬ããããã«å¯Ÿå¿ããèšç»ãç«ãŠãããšã§äºæ¥ã®å®å®æ§ãä¿ã€ããšãå¯èœãšãªããŸãã
以äžã®ããã«ãããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠæåããããã«ã¯ãåã«æè¡åã身ã«ã€ããã ãã§ãªãããããã®ããžãã¹ã¹ãã«ãé«ããããšãéèŠãšãªããŸãã
5. ããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ãªãããã®ã¹ããããã€ã¹ãããã¬ã€ã
èªç±ã«åãããããªããããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠåãããã«ã¯ãäžäœã©ããªæºåãå¿ èŠãªã®ã§ãããããããã§ã¯ãããªããããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠæŽ»åãå§ããäžã§ãå¿ é ãšãªãæç¶ããéå ·ã®æºåã«ã€ããŠé ãè¿œã£ãŠè§£èª¬ããŸãã
5.1. å人äºæ¥äž»ã®ç»é²
ãŸããããªããããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠååŒãå§ããããã«ã¯ãå人äºæ¥äž»ãšããŠã®ç»é²ãå¿ èŠãšãªããŸããããã¯ãããªããèªåã§ããžãã¹ãé²ããããšãå®å ¬åºã«å ¬åŒã«ç³åããæç¶ãã§ãããã«ãã£ãŠããªãã¯æ³çã«èªãããããå人äºæ¥äž»ããšãªããŸããç»é²ãã®ãã®ã¯ç°¡åã§ãäœæ°çšèª²ãªã©ã®çªå£ã§ç³è«æžã«èšå ¥ããæåºããã ãã§OKãããªãã®ããžãã¹ãå®å ¬åºã«èªããããããšã§ãããžãã¹ã®ä¿¡é Œæ§ãå®å šæ§ãåäžããååŒãã¹ã ãŒãºã«é²ããããšãåºæ¥ãŸãã
5.2. ååŒãé²ããããã®åºæ¬çãªããŒã«ã®æºå
ãã®åŸãå®éã«ä»äºãé²ããŠããããã®åºæ¬çãªããŒã«ã®æºåãå¿ èŠãšãªããŸããäŸãã°ãé«ã¹ããã¯ã®PCãä¿¡é Œæ§ã®é«ãã€ã³ã¿ãŒãããåç·ãããã°ã©ãã³ã°ã«å¿ èŠãªãœãããŠã§ã¢ãããŒã«ãªã©ãæããããŸãããŸããã¯ã©ãŠãã¹ãã¬ãŒãžããããžã§ã¯ã管çããŒã«ããããªäŒè°ã·ã¹ãã ãªã©ãå¿ èŠãšãªããŸããããããæããããšã§ãããªãã®ä»äºå¹çããã£ãšäžããããã質ã®é«ããµãŒãã¹æäŸãå¯èœãšãªããŸãã
5.3. ããŒããã©ãªãªã®äœæãšæŽ»çš
ä»äºãåŸãããã«ã¯ã¯ã©ã€ã¢ã³ãã«èªåãã¢ããŒã«ããå¿ èŠããããããããŒããã©ãªãªã®äœæãéèŠãªã¹ãããã§ããããã¯ããªãã®ãããŸã§ã®å®çžŸããŸãšãããã®ã§ãå ·äœçã«ã¯éå»ã«æããããããžã§ã¯ãã®äºäŸããéçºãããœãããŠã§ã¢ãååŸããè³æ Œãªã©ã該åœããŸããããŒããã©ãªãªã«ãããããªãã®ã¹ãã«ãçµéšãä»äºã«å¯Ÿãã姿å¢ãªã©ãå ·äœçã«ã¯ã©ã€ã¢ã³ãã«ç€ºãããšãã§ãã掟é£å ãã¯ã©ã€ã¢ã³ãããã®è©äŸ¡ãäžããããšãã§ããŸãã
ãããã®ã¹ããããèžãããšã§ãããªãã¯ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠåãåºç€ãäœãããšãã§ããŸããåšãã®ç°å¢ãèªåã®ç¶æ³ã«ããããããã®ã¹ãããã®é²ãæ¹ãé çªã¯å€ãããããããŸããããã©ããªåœ¢ã§ãèªåãæäŸã§ãã䟡å€ãæ倧éã«æŽ»ããããšã倧åã§ãã
6. æåããããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ãªãããã®ãã³ã
ããªãŒã©ã³ã¹ã®ãšã³ãžãã¢ãšããŠæåããããã«ã¯ãèŽçãªèãæ¹ãæŠç¥ãæ±ããããŸãã以äžã§ã¯ããã®ãã³ããšãªããããªãã€ã³ãã玹ä»ããŸãã
6.1. äºæ¥æŠç¥ã®ç«æ¡
ãŸãäžçªå€§åãªã®ãäºæ¥æŠç¥ã®ç«æ¡ã§ãã倧åãªã®ã¯ããèªåãäœãéæãããã®ãããæ確ã«ããããšã§ããå ·äœçãªç®æãã¹ãå°ç¹ãèŠããªããã°ãäœãéèŠããäœãåªå ãã¹ãããããããŸããããã®ç®æšèšå®ããèªèº«ã®ã¹ãã«ã»ãããé客æ¹æ³ãçŽåç©ã®è³ªãªã©ãããžãã¹ã®ããããé¢ãå·Šå³ããŸãã
6.2. ç¶ç¶çãªã¹ãã«ã¢ãããšåžå ŽäŸ¡å€ã®ç¶æ
次ã«ãç¶ç¶çãªã¹ãã«ã¢ãããšåžå ŽäŸ¡å€ã®ç¶æãå¿ èŠã§ãããã¯ãããžãŒã®äžçã§ã¯æ¥ã æ°ããæè¡ãçãŸãããããçŸåšã®ã¹ãã«ãå°æ¥ãæ±ãããããšã¯éããŸãããã ãããããææ°ã®ãã¬ã³ãããã£ãããã€ã€ãèªèº«ã®ã¹ãã«ããã©ãã·ã¥ã¢ããããŠããããšãéèŠã§ãã
ãŸããä»ã®ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšå·®å¥åãå³ãããã«ããå°éæ§ãè¿œæ±ãããšè¯ãã§ããããç¹å®ã®åéã§ãç§ã«ãä»»ãããšèžã匵ãããããªç¢ºåºããã¹ãã«ãšç¥èãæã€ããšã§ãã¯ã©ã€ã¢ã³ãããã®è©äŸ¡ãäžæ®µãšäžããã§ãããã
6.3. ã¯ãŒã¯ã©ã€ããã©ã³ã¹ã®ä¿ã€ãã€ã³ã
æåŸã«ãã¯ãŒã¯ã©ã€ããã©ã³ã¹ãä¿ã€ããšãéèŠã§ããããªãŒã©ã³ã¹ãšã³ãžãã¢ã¯ãã¹ãŠèªåäžäººã§è¡ããããä»äºã«è¿œãããŠäŒãæéããªããªã©ãç掻ãä¹±ããããšããããŸããâä»äºãã§ããâã ãã§ãªããæ°æã¡è¯ãç掻ãéãããšãã§ããç¶æ³ãäœãããšã倧åã§ããã¿ã€ã ãããžã¡ã³ãããã£ãããšè¡ããææ矩ãªç§ç掻ãéããæéã確ä¿ããããšã§ãããã¯ãªãšã€ãã£ããªä»äºãã§ããã§ãããã
以äžããæåããããªãŒã©ã³ã¹ãšã³ãžãã¢ã«ãªãããã®ãã³ããšãªããŸããèªèº«ã®ã¹ãã«ãšç掻ç°å¢ãèŠã€ãçŽãããããã®ãã³ããçããããšã§ãããå å®ããããªãŒã©ã³ã¹ç掻ãéãããšãã§ããã§ãããã
7. çµããã«
以äžã®å 容ãèžãŸããæåŸã«ããªãŒã©ã³ã¹ãšã³ãžãã¢ãšããŠã®ãã£ãªã¢ã«ã€ããŠç· ãããããŸãã
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