April 2026
Intermediate
348 pages
8h 22m
Korean
Content preview from 그림으로 배우는 생성형 AI
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1453
장 생성형 AI 활용 사례
3.1 고객 지원
그럼 고객 지원부터 시작하지요
.
생성형
AI
가 고객
지원을 어떻게 혁신하는지
,
특히 수동적이고 종종 짜
증스러운 고객 지원 경험을 능동적이고 개인화된 효
율적인 경험으로 변화시키는지 살펴보겠습니다
.
기업
들이 인간의 언어를 이해하고 생성하는 생성형
AI
의
능력을 활용해서 반복적인 업무를 자동화하고 상담원
의 성과를 높이며 고객 만족도를 끌어올리는지 알게
될 것입니다
.
콜 센터에 생성형
AI
의 역량을 도입하고 검증하
는 분야를 선도하는 스타트업으로는 크레스타
Cresta
(
https://cresta.com
)
와 시에라
AI
Sierra
AI
(
http://
sierra.ai
)
가 있습니다
.
또한 기존의 전화 통신 소프
트웨어 제공업체들도 이 흐름을 빠르게 따라잡고 있
고요
.
따라서 여러분이 이 책을 읽을 즈음에는 이러한
흐름이 업계 전반에 널리 퍼져 있을지도 모릅니다
.
이번 절에서는
AI
로 강화된 고객 지원이 어떻게 제
품 채택을 촉진하고 매출 성장으로 이어지는지에 대
해 크레스타가 공유해 준 흥미로운 통찰을 전달하고
자 합니다
.
또한 기업들이 실시간 상담원 보조 및 자
동 티켓 라우팅부터 감성 분석
,
개인화된 추천에 이르
기까지 다양한 작업에서 생성형
AI
를 기발하게 활용
하는 방법들도 이야기합니다
.
그럼 고객 지원에 도입한 ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.