{"updated":"2025-01-20T02:24:01.041913+00:00","metadata":{"_oai":{"id":"oai:ipsj.ixsq.nii.ac.jp:00186937","sets":["6394:9336:9338"]},"path":["9338"],"owner":"13","recid":"186937","title":["AIが可能にする次世代の顧客体験─IBM Watsonを使ったAIコミュニケーションの実現─"],"pubdate":{"attribute_name":"公開日","attribute_value":"2018-04-15"},"_buckets":{"deposit":"c0a082d4-b5cf-4fa6-b0e3-d9622111b4f3"},"_deposit":{"id":"186937","pid":{"type":"depid","value":"186937","revision_id":0},"owners":[13],"status":"published","created_by":13},"item_title":"AIが可能にする次世代の顧客体験─IBM Watsonを使ったAIコミュニケーションの実現─","author_link":["420788"],"item_titles":{"attribute_name":"タイトル","attribute_value_mlt":[{"subitem_title":"AIが可能にする次世代の顧客体験─IBM Watsonを使ったAIコミュニケーションの実現─"}]},"item_keyword":{"attribute_name":"キーワード","attribute_value_mlt":[{"subitem_subject":"特集：価値を創造するコンタクトセンタ","subitem_subject_scheme":"Other"}]},"item_type_id":"21","publish_date":"2018-04-15","item_language":{"attribute_name":"言語","attribute_value_mlt":[{"subitem_language":"jpn"}]},"item_21_text_3":{"attribute_name":"著者所属","attribute_value_mlt":[{"subitem_text_value":"ネスレ日本（株）"}]},"item_publisher":{"attribute_name":"出版者","attribute_value_mlt":[{"subitem_publisher":"情報処理学会","subitem_publisher_language":"ja"}]},"publish_status":"0","weko_shared_id":-1,"item_file_price":{"attribute_name":"Billing file","attribute_type":"file","attribute_value_mlt":[{"url":{"url":"https://ipsj.ixsq.nii.ac.jp/record/186937/files/IPSJ-DP0902005.pdf","label":"IPSJ-DP0902005.pdf"},"date":[{"dateType":"Available","dateValue":"2999-12-31"}],"format":"application/pdf","billing":["billing_file"],"filename":"IPSJ-DP0902005.pdf","filesize":[{"value":"3.3 MB"}],"mimetype":"application/pdf","priceinfo":[{"tax":["include_tax"],"price":"0","billingrole":"5"},{"tax":["include_tax"],"price":"0","billingrole":"6"},{"tax":["include_tax"],"price":"0","billingrole":"44"}],"accessrole":"open_date","version_id":"6bc4e984-7fc6-4b0b-b5ab-a752ebbe3637","displaytype":"detail","licensetype":"license_note","license_note":"Copyright (c) 2018 by the Information Processing Society of Japan"}]},"item_21_creator_5":{"attribute_name":"著者名","attribute_type":"creator","attribute_value_mlt":[{"creatorNames":[{"creatorName":"野崎, 善教"}],"nameIdentifiers":[{}]}]},"item_resource_type":{"attribute_name":"資源タイプ","attribute_value_mlt":[{"resourceuri":"http://purl.org/coar/resource_type/c_6501","resourcetype":"journal article"}]},"item_21_source_id_9":{"attribute_name":"書誌レコードID","attribute_value_mlt":[{"subitem_source_identifier":"AA1245124X","subitem_source_identifier_type":"NCID"}]},"item_21_source_id_11":{"attribute_name":"ISSN","attribute_value_mlt":[{"subitem_source_identifier":"2188-4390","subitem_source_identifier_type":"ISSN"}]},"item_21_description_7":{"attribute_name":"論文抄録","attribute_value_mlt":[{"subitem_description":"第3次AIブームといわれる近年，AIを使った新しいビジネスモデルが続々と登場して，各企業を取り巻くビジネス環境が大きく変化してきている．そして，コールセンタ業界も大きな変革の時を迎えており，ネスレ日本ではIBM Watsonを使って2016年にチャットサービスを開始した．本稿では，導入事例を中心にAIがもたらすコールセンタ業界の変化を考察した．まずAIの進化がコールセンタ業界ならびにCRM活動にどのような影響をあたえているのか整理する．そして，チャットサービスの導入計画から導入後の結果を担当者の気づきを含めて詳細に紹介する．最後に，将来AIが顧客体験にどのような変化をもたらすのか予測する．","subitem_description_type":"Other"}]},"item_21_biblio_info_10":{"attribute_name":"書誌情報","attribute_value_mlt":[{"bibliographicPageEnd":"352","bibliographic_titles":[{"bibliographic_title":"デジタルプラクティス"}],"bibliographicPageStart":"332","bibliographicIssueDates":{"bibliographicIssueDate":"2018-04-15","bibliographicIssueDateType":"Issued"},"bibliographicIssueNumber":"2","bibliographicVolumeNumber":"9"}]},"relation_version_is_last":true,"item_21_alternative_title_2":{"attribute_name":"その他タイトル","attribute_value_mlt":[{"subitem_alternative_title":"招待論文"}]},"weko_creator_id":"13"},"created":"2025-01-19T00:53:51.158405+00:00","id":186937,"links":{}}