{"id":25,"date":"2025-06-02T20:07:00","date_gmt":"2025-11-12T20:07:05","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=25"},"modified":"2025-12-12T09:57:55","modified_gmt":"2025-12-12T00:57:55","slug":"service-strategy-with-ai-agents","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/service-strategy-with-ai-agents\/","title":{"rendered":"AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud1b5\ud55c \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ub7b5 4\ub2e8\uacc4"},"content":{"rendered":"<h2 id=\"ai-ai\">AI \uc5d0\uc774\uc804\ud2b8\ub294 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc790\ub3d9\ud654\ud560 \ubfd0 \uc544\ub2c8\ub77c, \ubc18\ubcf5 \uc5c5\ubb34\ub97c \uc904\uc774\uace0 \uc0c1\ub2f4\uc0ac\uac00 \uace0\uac1d\uacfc \uad00\ub828\ud55c \ub354\uc6b1 \uc911\uc694\ud55c \uc5c5\ubb34\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc90d\ub2c8\ub2e4. \uc62c\ubc14\ub978 \uc804\ub7b5\uacfc \ub370\uc774\ud130 \uae30\ubc18\uc774 \uac16\ucdb0\uc9c0\uba74, \uace0\uac1d \uc11c\ube44\uc2a4\ub294 \ud6a8\uc728\uc131\uacfc \ub9cc\uc871\ub3c4 \ubaa8\ub450\ub97c \ub192\uc774\uba70 \u2018\uc88b\uc74c\u2019\uc744 \ub118\uc5b4 \u2018\ud0c1\uc6d4\ud568\u2019\uc73c\ub85c \ub3c4\uc57d\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc870\uc9c1\uc758 \uc11c\ube44\uc2a4 \uc804\ub7b5 \ud30c\uc545\ubd80\ud130 \ucc44\ub110 \uc120\uc815, \uc2e4\ud589 \ub2e8\uacc4 \uacc4\ud68d, \ub370\uc774\ud130 \uc804\ub7b5 \uc218\ub9bd\uae4c\uc9c0 AI \uc5d0\uc774\uc804\ud2b8\ub97c \uc131\uacf5\uc801\uc73c\ub85c \ub3c4\uc785\ud558\ub294 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\uc138\uc694.<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4\uc758 \uae30\uc900\uc740 \ub04a\uc784\uc5c6\uc774 \ubcc0\ud654\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uae30\uc220\uc774 \ubc1c\uc804\ud558\uba74\uc11c, \uc5b4\uc81c\uae4c\uc9c0\ub294 \u2018\ud6cc\ub96d\ud558\ub2e4\u2019\uace0 \uc5ec\uaca8\uc84c\ub358 \uc11c\ube44\uc2a4\uac00 \uc624\ub298\uc740 \uadf8\uc800 \u2018\uad1c\ucc2e\uc740 \uc218\uc900\u2019\uc73c\ub85c \uc5ec\uaca8\uc9c0\uac8c \ub418\uc5c8\uc8e0. \uc774\ub7f0 \ubcc0\ud654 \uc18d\uc5d0\uc11c \uc55e\uc11c \ub098\uac00\uae30 \uc704\ud574\uc11c\ub294, \uc11c\ube44\uc2a4 \uc804\ub7b5\ub3c4 \ud568\uaed8 \uc9c4\ud654\ud574\uc57c \ud569\ub2c8\ub2e4. \ubc14\ub85c \uc774 \uc9c0\uc810\uc5d0\uc11c \u2018\uc5d0\uc774\uc804\ud2b8\ud615 AI\u2019, \uadf8\uc911\uc5d0\uc11c\ub3c4 \ud2b9\ud788 \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 <a href=\"https:\/\/agentforce.com\/?_ga=2.121192010.333952239.1748572534-1118319543.1727344290\" target=\"_blank\" rel=\"noopener\">\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4<\/a>\uac00 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4\ub294 \uace0\uac1d \uac00\uce58 \uc2e4\ud604\uae4c\uc9c0 \uac78\ub9ac\ub294 \uc2dc\uac04\uc744 \uc904\uc774\uace0, \uc140\ud504 \uc11c\ube44\uc2a4\uc758 \uc131\uacfc\ub97c \ub192\uc774\ub294 \ub370 \ud070 \ub3c4\uc6c0\uc744 \uc904 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uae30\uc874 \ucc57\ubd07\uc740 \uc720\uc9c0 \uad00\ub9ac\uac00 \ubcf5\uc7a1\ud558\ub2e4\ub294 \uc774\uc720\ub85c \uae30\ub300\ub9cc\ud07c \ud65c\uc6a9\ub418\uc9c0 \ubabb\ud588\uc2b5\ub2c8\ub2e4. \ubc18\uba74, \ucd5c\uc2e0 <a href=\"https:\/\/www.salesforce.com\/service\/ai\/customer-service-agents\/\" target=\"_blank\" rel=\"noopener\">\uc11c\ube44\uc2a4 AI \uc5d0\uc774\uc804\ud2b8<\/a>\ub294 \uad6c\ud604\uacfc \uc720\uc9c0\uac00 \ud6e8\uc52c \uac04\ub2e8\ud574\uc84c\uc2b5\ub2c8\ub2e4. \ubfd0\ub9cc \uc544\ub2c8\ub77c, \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \ucc98\ub9ac\ud558\uace0 \ud574\uacb0\ud560 \uc218 \uc788\ub294 \uc5ed\ub7c9\uae4c\uc9c0 \uac16\ucd94\uace0 \uc788\uc8e0. \uc774\ub7ec\ud55c \uc5d0\uc774\uc804\ud2b8\ud615 \uacbd\ud5d8\uc758 \ud575\uc2ec\uc740 \ubc14\ub85c \uc2e4\ud589\ub825\uc785\ub2c8\ub2e4. \uc989, AI \uc5d0\uc774\uc804\ud2b8\uac00 \ubb38\uc81c\ub97c \uc774\ud574\ud558\uace0, \uc2a4\uc2a4\ub85c \ud574\uacb0\ucc45\uc744 \ub3c4\ucd9c\ud558\ub294 \ub2a5\ub825\uc774 \ud575\uc2ec\uc774\ub77c\ub294 \ub73b\uc774\uc8e0.<\/p>\n<p>\uc774 \uae00\uc5d0\uc11c\ub294 AI \uc5d0\uc774\uc804\ud2b8\uc758 \uc7a0\uc7ac\ub825\uc744 \ucd5c\ub300\ud55c \uc774\ub04c\uc5b4\ub0b4\uace0, \uace0\uac1d\uacfc \uc0c1\ub2f4 \uc9c1\uc6d0 \ubaa8\ub450\uc758 \uacbd\ud5d8\uc744 \uadfc\ubcf8\uc801\uc73c\ub85c \ubcc0\ud654\uc2dc\ud0ac \uc218 \uc788\ub294 \ub124 \uac00\uc9c0 \ud575\uc2ec \ub2e8\uacc4\ub97c \uc18c\uac1c\ud558\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n\n<h3 id=\"b-stylefont-weight-bold1-b\"><b>1\ub2e8\uacc4: \uc870\uc9c1\uc758 \uc11c\ube44\uc2a4 \uc804\ub7b5 \ud30c\uc545\ud558\uae30<\/b><\/h3>\n<p>AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud65c\uc6a9\ud560 \uc218 \uc788\ub294 \ubc29\ubc95\uc740 \uc810\uc810 \ub2e4\uc591\ud574\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc120\ud0dd\uc9c0\uac00 \ub9ce\uc744\uc218\ub85d, \uc5b4\ub514\uc11c\ubd80\ud130 \uc2dc\uc791\ud574\uc57c \ud560\uc9c0 \uace0\ubbfc\ub3c4 \uae4a\uc5b4\uc9c0\uc8e0. \ud560 \uc218 \uc788\ub294 \uc77c\uc740 \ub9ce\uc9c0\ub9cc, \uc9c0\uae08 \ud574\uc57c \ud560 \uc77c\uc740 \ubb34\uc5c7\uc77c\uae4c\uc694? \uccab \ubc88\uc9f8 \ub2e8\uacc4\ub294, AI\uc758 \uc5b4\ub5a4 \uae30\ub2a5\uc774 \uc6b0\ub9ac \ube44\uc988\ub2c8\uc2a4\uc758 \ub2c8\uc988\uc640 \uac00\uc7a5 \uc798 \ub9de\ub294\uc9c0\ub97c \uc544\ub294 \uac83\uc785\ub2c8\ub2e4. AI \uc804\ub7b5\uc744 \uc218\ub9bd\ud558\uae30 \uc804\uc5d0, \uba3c\uc800 \uc870\uc9c1\uc758 \uc11c\ube44\uc2a4 \uc804\ub7b5\uc744 \uba85\ud655\ud788 \uc774\ud574\ud574\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p>\uc11c\ube44\uc2a4 \uc804\ub7b5\uc740 \ubcf4\ud1b5 \uc138 \uac00\uc9c0 \ubaa8\ub378 \uc911 \ud558\ub098\uc5d0 \uc18d\ud558\uba70, \uc870\uc9c1\uc774 \ub2e4\ub8e8\ub294 \uace0\uac1d \ubb38\uc758\uc758 \ubcf5\uc7a1\ub3c4\uc640 \uc138\uc77c\uc988 \ubc0f \ucee4\uba38\uc2a4\uc640\uc758 \uc5f0\uacc4 \uc5ec\ubd80\uc5d0 \ub530\ub77c \ub2ec\ub77c\uc9d1\ub2c8\ub2e4. \uc6b0\ub9ac \uc870\uc9c1\uc774 \uc5b4\ub290 \ubaa8\ub378\uc5d0\ud574\ub2f9\ud558\ub294\uc9c0\ub97c \ud30c\uc545\ud558\uba74, AI\uac00 \uac00\uc7a5 \ud6a8\uacfc\uc801\uc73c\ub85c \uae30\uc5ec\ud560 \uc218 \uc788\ub294 \uc9c0\uc810\uc744 \uba85\ud655\ud788 \ucc3e\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ol>\n<li><b>\ud589\ub3d9 \uae30\ubc18:<\/b> \uc11c\ube44\uc2a4 \uc870\uc9c1\uc740 \ubc18\ubcf5\uc801\uc774\uace0 \ub2e8\uc21c\ud558\uc9c0\ub9cc, \ub300\ub7c9\uc758 \ubb38\uc758\ub97c \ube60\ub974\uac8c \ucc98\ub9ac\ud574\uc57c \ud558\ub294 \uc870\uc9c1\uc5d0 \ud574\ub2f9\ud569\ub2c8\ub2e4. \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uc720\uc9c0\ud558\ub824\uba74 \uc790\ub3d9\ud654\uac00 \ud575\uc2ec\uc785\ub2c8\ub2e4. \uc774 \uacbd\uc6b0 \uc870\uc9c1\uc758 \ubaa9\ud45c\ub294 \uac00\ub2a5\ud55c \ub9ce\uc740 \ubb38\uc758\ub97c \uc790\ub3d9\uc73c\ub85c \ucc98\ub9ac\ud558\ub294 \u2018\ub514\ud50c\ub809\uc158(Deflection) \ube44\uc728\u2019 \ud5a5\uc0c1\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc790\uc728\ud615 AI \uc5d0\uc774\uc804\ud2b8\ub294 \uace0\uac1d \ub370\uc774\ud130\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \ubd88\ub7ec\uc624\uace0, <a href=\"https:\/\/www.salesforce.com\/blog\/how-to-write-a-knowledge-base-article\/\" target=\"_blank\" rel=\"noopener\">\uc9c0\uc2dd \uae30\ubc18 \ubb38\uc11c<\/a>\ub098 FAQ\ub97c \ubc14\ud0d5\uc73c\ub85c \ud310\ub2e8\ud558\uc5ec \uc608\uc57d \ubcc0\uacbd, \uc8fc\ubb38 \uc218\uc815 \ubc0f \ucde8\uc18c \ub4f1\uc744 \uc2a4\uc2a4\ub85c \ucc98\ub9ac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7f0 \ud504\ub85c\uc138\uc2a4\uac00 \uac00\ub2a5\ud558\ub824\uba74 \ubc31\uc5d4\ub4dc ERP \uc2dc\uc2a4\ud15c\uacfc\uc758 \uc5f0\ub3d9\uc774 \ud575\uc2ec \uc5ed\ud560\uc744 \ud558\uc8e0.<\/li>\n<li><b>\uc8fc\ubb38 \uae30\ubc18:<\/b> \uc774 \uc870\uc9c1\uc740 \uc11c\ube44\uc2a4\uc640 \uc138\uc77c\uc988\uac00 \ubc00\uc811\ud558\uac8c \uc5f0\uacb0\ub41c \uad6c\uc870\uc785\ub2c8\ub2e4. \uace0\uac1d \uc751\ub300 \uc790\uccb4\uac00 \ube0c\ub79c\ub4dc \ud638\uac10\ub3c4, \uc7ac\uad6c\ub9e4\uc728, \uc218\uc775 \ud5a5\uc0c1\uc73c\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0, \ub2e8\uc21c\ud788 \ud6a8\uc728\ub9cc \ub530\uc9c8 \uc218\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, <a href=\"https:\/\/www.salesforce.com\/resources\/customer-stories\/southwest-airlines-employee-experience\/\" target=\"_blank\" rel=\"noopener\">\uc0ac\uc6b0\uc2a4\uc6e8\uc2a4\ud2b8 \ud56d\uacf5(Southwest Airlines)<\/a>\uc774 \ub300\ud45c\uc801\uc778 \uc608\uc8e0. \uc774 \ubaa8\ub378\uc5d0\uc11c\ub294 \uc0c1\ud5a5 \ud310\ub9e4\/\uad50\ucc28 \ud310\ub9e4 \uac00\ub2a5\uc131\uc744 \uc81c\uacf5\ud558\uae30 \ub54c\ubb38\uc5d0 \ud6a8\uc728\uc131\uacfc <a href=\"https:\/\/www.salesforce.com\/service\/customer-service-incident-management\/what-is-customer-satisfaction\/\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \ub9cc\uc871\ub3c4<\/a>\uc758 \uade0\ud615\uc744 \ub9de\ucd94\ub294 \uac83\uc774 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uc5ec\uae30\uc11c, AI\ub294 \ucd94\ucc9c \ucf58\ud150\uce20\ub098 \ub9de\ucda4\ud615 \ud61c\ud0dd\uc744 \uc81c\uacf5\ud568\uc73c\ub85c\uc368 \uc0ac\ub78c \uc911\uc2ec\uc758 \uace0\uac1d \uc751\ub300\ub97c \uc9c0\uc6d0\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c, \uc870\uc9c1 \ub0b4 \uc815\ucc45\uc774 \uc77c\uad00\ub418\uace0 \uc815\ud655\ud558\uac8c \uc2e4\ud589\ub418\ub294 \ub370\ub3c4 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/li>\n<li><b>\uc9c0\uc2dd \uc911\uc2ec:<\/b> \ubcf5\uc7a1\ud558\uace0 \ud574\uacb0\uae4c\uc9c0 \uc2dc\uac04\uc774 \uc624\ub798 \uac78\ub9ac\ub294 \ucf00\uc774\uc2a4\ub97c \ub2e4\ub8e8\ub294 \uc870\uc9c1\uc5d0 \uc801\ud569\ud569\ub2c8\ub2e4. <a href=\"https:\/\/www.salesforce.com\/customer-stories\/agentforce-for-customer-support\/\" target=\"_blank\" rel=\"noopener\">Salesforce Help \uc0ac\uc774\ud2b8<\/a>\uc758 \uace0\uac1d \uc751\ub300\ub97c \uc608\ub85c \ub4e4 \uc218 \uc788\uc8e0. \uc774\ub7f0 \uc870\uc9c1\uc740 \uc804\ubb38\uc801\uc778 \uc9c0\uc2dd\uc744 \ubc14\ud0d5\uc73c\ub85c \uace0\uac1d \ubb38\uc81c\ub97c \ud574\uacb0\ud574\uc57c \ud558\uba70, AI\ub294 \uc815\ud615\ud654\ub41c \ub370\uc774\ud130\ubfd0\ub9cc \uc544\ub2c8\ub77c \ube44\uc815\ud615 \ub370\uc774\ud130\uae4c\uc9c0 \ud65c\uc6a9\ud574 \uace0\uac1d \ubb38\uc758\uc5d0 \ub300\uc751\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. AI \uc5d0\uc774\uc804\ud2b8\ub294 \ubcf5\uc7a1\ud55c \uae30\uc220 \uc9c8\ubb38\uc5d0 \ub2f5\ubcc0\ud558\uace0, \ud544\uc694\ud560 \uacbd\uc6b0 \uc0ac\ub78c \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \uc790\ub3d9\uc73c\ub85c \uc774\uad00\ud569\ub2c8\ub2e4. \ub610\ud55c \uc5ec\ub7ec \ubc88\uc758 \uc0c1\ud638\uc791\uc6a9\uc774 \uc624\uac04 \ucf00\uc774\uc2a4\ub97c \uc694\uc57d\ud558\uace0, \uc751\ub2f5 \ucd08\uc548 \uc791\uc131, \uc0c8\ub85c\uc6b4 \uc9c0\uc2dd \ubb38\uc11c \uc81c\uc548, \ub2e4\uc74c \ub2e8\uacc4 \ucd94\ucc9c\uae4c\uc9c0 \uc218\ud589\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \ubb3c\ub860 \uc774 \ubaa8\ub4e0 \uacfc\uc815\uc740 \uc870\uc9c1\uc774 \uc815\ud55c \uae30\uc900\uacfc \uac00\uc774\ub4dc\ub77c\uc778 \ub0b4\uc5d0\uc11c \uc774\ub8e8\uc5b4\uc9d1\ub2c8\ub2e4.<\/li>\n<\/ol>\n<h3 id=\"b-stylefont-weight-bold2-ai-b\"><b>2\ub2e8\uacc4: AI \uc5d0\uc774\uc804\ud2b8\ub97c \uc704\ud55c \ucc44\ub110 \uc804\ub7b5 \uc218\ub9bd\ud558\uae30<\/b><\/h3>\n<p>\uc870\uc9c1\uc758 \uc11c\ube44\uc2a4 \uc804\ub7b5\uc744 \uba85\ud655\ud788 \ud30c\uc545\ud588\ub2e4\uba74, \uc774\uc81c\ub294 AI \uc5d0\uc774\uc804\ud2b8\ub97c \ub3c4\uc785\ud558\ub294 \ub370 \uac00\uc7a5 <a href=\"https:\/\/www.salesforce.com\/blog\/digital-customer-service-channels\/\" target=\"_blank\" rel=\"noopener\">\ud6a8\uacfc\uc801\uc778 \ucc44\ub110<\/a>\uc774 \uc5b4\ub514\uc778\uc9c0 \uacb0\uc815\ud560 \ucc28\ub840\uc785\ub2c8\ub2e4. \uace0\uac1d \ubb38\uc758 \uc720\ud615\ub9c8\ub2e4 \ucd5c\uc801\uc758 \ucc44\ub110\uc774 \ub2e4\ub974\uae30 \ub54c\ubb38\uc5d0, \uc774\ub97c \uc815\ud655\ud788 \uc124\uc815\ud558\ub294 \uac83\uc774 AI \uae30\ubc18 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud6a8\uacfc\ub97c \uc88c\uc6b0\ud558\uac8c \ub429\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uc8fc\uc18c \ubcc0\uacbd\uacfc \uac19\uc740 \ub2e8\uc21c \uc694\uccad\uc740 \ubcc4\ub3c4\uc758 \uc811\ucd09 \uc5c6\uc774 \ucc98\ub9ac\ud558\ub294 \u2018\ub178\ud130\uce58(no-touch)\u2019 \ubc29\uc2dd\uc774 \uc801\ud569\ud569\ub2c8\ub2e4. \ubc18\uba74, \uc8fc\ubb38 \ucde8\uc18c\ub098 \uc81c\ud488 \uad00\ub828 \ubb38\uc758\ucc98\ub7fc \uace0\uac1d\uc758 \ub9cc\uc871\ub3c4\uc640 \uc9c1\uc811 \uc5f0\uacb0\ub41c \ud56d\ubaa9\uc740 \uc0c1\ub2f4\uc0ac\uc640\uc758 \ubc00\uc811\ud55c \uc0c1\ud638\uc791\uc6a9\uc774 \ud544\uc694\ud55c \u2018\ud558\uc774\ud130\uce58(high-touch)\u2019 \ubc29\uc2dd\uc774 \ub354 \ud6a8\uacfc\uc801\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ucc44\ub110 \uc804\ub7b5\uc744 \uad6c\uccb4\ud654\ud558\ub824\uba74, \ud300\uc744 \ud55c\uc790\ub9ac\uc5d0 \ubaa8\uc544 \uc8fc\uc694 \ubb38\uc758 \uc720\ud615\uc744 \ud558\ub098\uc529 \uc810\uac80\ud558\uace0, \uadf8\uc5d0 \uac00\uc7a5 \uc801\ud569\ud55c \ucc44\ub110\uc774 \ubb34\uc5c7\uc778\uc9c0 \ud568\uaed8 \ub17c\uc758\ud574\ubcf4\ub294 \uac83\uc774 \uc88b\uc2b5\ub2c8\ub2e4. \uc774\ub7f0 \uc811\uadfc \ubc29\uc2dd\uc740 \uace0\uac1d \uc751\ub300 \ub2f4\ub2f9\uc790\uac00 \ub354 \uac00\uce58 \uc788\ub294 \uc0c1\ud638\uc791\uc6a9\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\ub294 \uc5ec\uc720\ub97c \ub9cc\ub4e4\uc5b4\uc8fc\uba70, \ubc18\ubcf5\uc801\uc774\uace0 \ub2e8\uc21c\ud55c \uc5c5\ubb34\ub294 Agentforce\uac00 \uc790\uc5f0\uc2a4\ub7fd\uac8c \ub9e1\uc544\uc11c \ucc98\ub9ac\ud558\uac8c \ub418\uc8e0.<\/p>\n<h3 id=\"b-stylefont-weight-bold3-ai-b\"><b>3\ub2e8\uacc4: AI \uc5d0\uc774\uc804\ud2b8\uc758 \ubc1c\uc804 \ub2e8\uacc4 \uacc4\ud68d \uc138\uc6b0\uae30<\/b><\/h3>\n<p>\uc5ec\ub7ec\ubd84\uc758 \uc870\uc9c1\uc740 \uc9c0\uae08 AI \ub3c4\uc785 \uc5ec\uc815\uc5d0\uc11c \uc5b4\ub290 \ub2e8\uacc4\uc5d0 \uc640 \uc788\ub098\uc694? AI \uc5d0\uc774\uc804\ud2b8\uac00 \uc9c0\uae08 \ud560 \uc218 \uc788\ub294 \uc77c\uacfc, \uc55e\uc73c\ub85c \uc5bc\ub9c8\ub098 \ub354 \ubc1c\uc804\ud560 \uc218 \uc788\ub294\uc9c0\ub97c \uc774\ud574\ud558\ub294 \uac83\uc774 \uc7a5\uae30\uc801\uc778 \uc131\uacf5\uc744 \uc704\ud55c\uc911\uc694\ud55c \uc2dc\uc791\uc810\uc785\ub2c8\ub2e4. \uc774 \ubc1c\uc804 \ub2e8\uacc4\ub97c \ubbf8\ub9ac \uacc4\ud68d\ud574\ub450\uba74, <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/customer-service-agents\/\" target=\"_blank\" rel=\"noopener\">\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4<\/a>\ub97c \ub2e8\uc21c\ud55c \uc751\ub2f5 \ub3c4\uad6c\uc5d0\uc11c \uc810\uc810 \ub354 \uace0\ub3c4\ud654\ub41c \uc11c\ube44\uc2a4 \ud574\uacb0\uc0ac\ub85c \ud0a4\uc6cc\uac08 \uc218 \uc788\ub294 \uae38\uc774 \uc5f4\ub9bd\ub2c8\ub2e4.<\/p>\n<p>\uc774 \uc5ec\uc815\uc740 \uc138 \uac00\uc9c0 \ub2e8\uacc4\ub85c \uad6c\uc131\ub418\uba70, \u201c3A\u201d\ub77c\uace0 \ubd80\ub985\ub2c8\ub2e4. \uac01 \ub2e8\uacc4\uac00 \uc62c\ub77c\uac08\uc218\ub85d AI\uac00 \uc2a4\uc2a4\ub85c \uace0\uac1d \ubb38\uc758\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub294 \ub2a5\ub825\uc774 \ucee4\uc9c0\uac8c \ub418\ub294 \uac83\uc774\uc8e0.<\/p>\n<ul>\n<li><b>\ub808\ubca8 1 &#8211; \uc9c8\ubb38\uc5d0 \ub2f5\ubcc0\ud558\uae30:<\/b> \uc774\ub7ec\ud55c <a href=\"https:\/\/www.salesforce.com\/service\/what-is-customer-service-experience\/\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc11c\ube44\uc2a4 \uacbd\ud5d8<\/a> \ub2e8\uacc4\uc5d0\uc11c\ub294 AI\uac00 \uc9c0\uc2dd \ubb38\uc11c\ub098 \ube44\uc815\ud615 \uc815\ubcf4\ub97c \uae30\ubc18\uc73c\ub85c \uace0\uac1d \uc9c8\ubb38\uc5d0 \uc751\ub2f5\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \u201c\uc8fc\ubb38 \uc0c1\ud0dc\ub294 \uc5ec\uae30\ub97c \ud074\ub9ad\ud574 \ud655\uc778\ud558\uc138\uc694\u201d \uac19\uc740 \ubc29\uc2dd\uc774\uc8e0. \ud558\uc9c0\ub9cc \ubb38\uc81c\ub97c \uc9c1\uc811 \ud574\uacb0\ud558\uc9c0\ub294 \ubabb\ud569\ub2c8\ub2e4. \uc778\uc99d, \uc2dc\uc2a4\ud15c \uc5f0\uacb0, \uc790\ub3d9 \uc2e4\ud589\uc744 \uc704\ud55c \uae30\uc900\uc774 \ubd80\uc871\ud558\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uc2dc\uc791\uc810\uc73c\ub85c\ub294 \ucda9\ubd84\ud558\uc9c0\ub9cc, \uc774 \ub2e8\uacc4\ub97c \ucd5c\uc885 \ubaa9\ud45c\ub85c \uc0bc\uc544\uc11c\ub294 \uc548 \ub429\ub2c8\ub2e4.<\/li>\n<li><b>\ub808\ubca8 2 \u2013 \uace0\uac1d \uc815\ubcf4\ub97c \ud65c\uc6a9\ud55c \uc751\ub2f5:<\/b> \uc774 \ub2e8\uacc4\uc5d0\uc11c\ub294 AI \uc5d0\uc774\uc804\ud2b8\uac00 \ubcf8\uaca9\uc801\uc73c\ub85c \uc5c5\ubb34\ub97c \uc218\ud589\ud569\ub2c8\ub2e4. \uc2e4\uc2dc\uac04 \uace0\uac1d \ub370\uc774\ud130\ub97c \ud655\uc778\ud560 \uc218 \uc788\uac8c \ub418\uba74\uc11c, \u201c\uace0\uac1d\ub2d8\uc758 \uc8fc\ubb38\uc740 \uc774\ubbf8 \ubc1c\uc1a1\ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uc5ec\uae30\uac00 \ubc30\uc1a1 \ucd94\uc801 \ubc88\ud638\uc785\ub2c8\ub2e4\u201d\uc640 \uac19\uc774 \uc0c1\ud669\uc5d0 \ub9de\ub294 \ub9de\ucda4\ud615 \uc751\ub2f5\uc774 \uac00\ub2a5\ud574\uc9d1\ub2c8\ub2e4.<\/li>\n<li><b>\ub808\ubca8 3 \u2013 \ubb38\uc81c\ub97c \uc2a4\uc2a4\ub85c \ud574\uacb0\ud558\uae30:<\/b> \uac00\uc7a5 \ub192\uc740 \uc218\uc900\uc5d0\uc11c\ub294 AI\uac00 \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \uc9c1\uc811 \ud574\uacb0\ud558\ub294 \uc644\uc804\ud55c \uc790\uc728 \uc2e4\ud589 \ub2e8\uacc4\uc5d0 \ub3c4\ub2ec\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \ud658\ubd88\uc744 \ucc98\ub9ac\ud558\uac70\ub098, \ubc30\uc1a1 \uc77c\uc815\uc744 \ubcc0\uacbd\ud558\uac70\ub098, \ubcf5\uc7a1\ud55c \uc694\uccad\uc744 AI\uac00 \uc54c\uc544\uc11c \ucc98\ub9ac\ud558\uc8e0. \uc774 \uc218\uc900\uae4c\uc9c0 \uc62c\ub77c\uac00\ub824\uba74 \uc815\ud655\ud55c \ub370\uc774\ud130 \uc5f0\uacb0, \uc2e4\ud589 \uae30\uc900, \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uc2dc\uc2a4\ud15c \ud1b5\ud569\uc774 \ud544\uc218\uc785\ub2c8\ub2e4. Agentforce\ub294 \ubc14\ub85c \uc774 \ub2e8\uacc4\uc5d0\uc11c \uc9c4\uac00\ub97c \ubc1c\ud718\ud558\uba70, \uace0\uac1d\uc774 \uc2a4\uc2a4\ub85c \ubb38\uc81c\ub97c \ud574\uacb0\ud560 \uc218 \uc788\ub294 \ube44\uc728\uc774 \uac00\uc7a5 \ub192\uc544\uc9c0\uac8c \ub429\ub2c8\ub2e4.<\/li>\n<\/ul>\n<p>\uc9c0\uae08 \uc5ec\ub7ec\ubd84\uc758 \uc870\uc9c1\uc774 \uc5b4\ub514\ucbe4 \uc640 \uc788\ub294\uc9c0, \uadf8\ub9ac\uace0 \ub2e4\uc74c \ub2e8\uacc4\ub85c \uac00\uae30 \uc704\ud574 \uc5b4\ub5a4 \uc900\ube44\uac00 \ud544\uc694\ud55c\uc9c0\ub97c \ubd84\uba85\ud788 \uc774\ud574\ud558\ub294 \uac83\uc774 \uc911\uc694\ud569\ub2c8\ub2e4. \uadf8\ub798\uc57c \uc0ac\ub78c\uacfc AI\uac00 \ud611\ub825\ud574 \ud55c\uce35 \ub354 \ud6a8\uacfc\uc801\uc778 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \ub9cc\ub4e4\uc5b4\uac08 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><b><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/1f4a1@2x.png?strip=all&#038;quality=95\" width=\"22\" height=\"22\" \/>\ud575\uc2ec \ud301<\/b><\/p>\n<p>\uac00\uc7a5 \ucc98\uc74c\uc5d0\ub294 1\ub2e8\uacc4\ubd80\ud130 \uc2dc\uc791\ud574 \ubcf4\uc138\uc694. \ube60\ub974\uac8c \uacb0\uacfc\ub97c \ub0b4\uba74\uc11c \uc0c8\ub85c\uc6b4 \uae30\uc220\uc5d0 \uc775\uc219\ud574\uc9c0\uace0, \uc790\uc5f0\uc2a4\ub7fd\uac8c 2\ub2e8\uacc4\uc640 3\ub2e8\uacc4\ub97c \uc704\ud55c \uae30\ubc18\uc744 \ub2e4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"b-stylefont-weight-bold4-b\"><b>4\ub2e8\uacc4: \ub370\uc774\ud130 \uc804\ub7b5\uc744 \ud568\uaed8 \uc124\uacc4\ud558\uae30<\/b><\/h3>\n<p>\ub2e8\uc21c\ud55c \ub300\ud654\ud615 \uacbd\ud5d8\uc744 \ub118\uc5b4\uc11c, \uc644\uc804\ud55c \uc790\uc728\ud615 AI \uc5d0\uc774\uc804\ud2b8\ub85c \ubc1c\uc804\ud558\uae30 \uc704\ud574\uc11c\ub294 \uacac\uace0\ud55c \ub370\uc774\ud130 \uae30\ubc18\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \ub370\uc774\ud130\ub97c \uc5bc\ub9c8\ub098 \uc798 \uc815\ub9ac\ud558\uace0 \uc27d\uac8c \uc811\uadfc\ud560 \uc218 \uc788\ub3c4\ub85d \ud558\ub290\ub0d0\uc5d0 \ub530\ub77c, AI\uac00 \ub354 \ub192\uc740 \uc218\uc900\uc758 \uac00\uce58\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4. \ud2b9\ud788 2\ub2e8\uacc4\uc640 3\ub2e8\uacc4\uc5d0 \ub3c4\ub2ec\ud558\ub824\uba74, AI \uc5d0\uc774\uc804\ud2b8\uac00 \uace0\uac1d\uc740 \ubb3c\ub860 \uc9c1\uc6d0\uacfc \uc870\uc9c1 \uc804\uccb4\uc5d0 \uc758\ubbf8 \uc788\ub294 \uacb0\uacfc\ub97c \uc81c\uacf5\ud558\uae30 \uc704\ud55c \ub370\uc774\ud130 \uc900\ube44\uac00 \ud544\uc218\uc785\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\ub808\ubca8 2\uc5d0\uc11c\ub294 \uc2e4\uc2dc\uac04\uc73c\ub85c \uac70\ub798 \ub370\uc774\ud130\ub97c \ud655\uc778\ud560 \uc218 \uc788\ub294 \ud658\uacbd\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uc774\ub54c\ub294 \ub2e4\uc591\ud55c \uad6c\uc870\ud654\ub41c \ub370\uc774\ud130\uc640 \ube44\uc815\ud615 \ub370\uc774\ud130\ub97c \ud558\ub098\ub85c \ud1b5\ud569\ud574\uc8fc\ub294 <a href=\"https:\/\/www.salesforce.com\/au\/products\/data\/\" target=\"_blank\" rel=\"noopener\">\ub370\uc774\ud130 \ud074\ub77c\uc6b0\ub4dc<\/a>\uac00 \ud070 \uc5ed\ud560\uc744 \ud558\uac8c \ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ud1b5\ud569 \ub355\ubd84\uc5d0 AI\ub294 \uace0\uac1d\uc5d0 \ub300\ud574 \uc804\uccb4\uc801\uc778 \uc2dc\uac01\uc744 \uac16\uac8c \ub418\uace0, \ub2e8\uc21c\ud55c \uc548\ub0b4\ub97c \ub118\uc5b4 \uc2e4\uc81c \ubb38\uc81c \ud574\uacb0\ub85c \ub098\uc544\uac08 \uc218 \uc788\ub294 \uac83\uc774\uc8e0.<\/li>\n<li>\ub808\ubca8 3\uc5d0\uc11c\ub294 \ubaa8\ub4e0 \uc2dc\uc2a4\ud15c\uacfc \ud504\ub85c\uc138\uc2a4 \uc804\ubc18\uc5d0 \uac78\uce5c \ud1b5\ud569\uc774 \ud544\uc694\ud55c\ub370, \ubc14\ub85c \uc774 \ub2e8\uacc4\uc5d0\uc11c MuleSoft\uac00 \ud544\uc694\ud569\ub2c8\ub2e4. <a href=\"https:\/\/www.salesforce.com\/au\/mulesoft\/\" target=\"_blank\" rel=\"noopener\">MuleSoft<\/a>\ub294 \ubaa8\ub4e0 \uc2dc\uc2a4\ud15c\uacfc \uc6cc\ud06c\ud50c\ub85c\uc6b0\ub97c \uc5f0\uacb0\ud558\uc5ec \uc5d0\uc774\uc804\ud2b8\uac00 \uae30\uc5c5 \uc804\ubc18\uc5d0\uc11c \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4. AI \uc5d0\uc774\uc804\ud2b8\uac00\uace0\uac1d\uacfc \uc9c1\uc6d0\uc744 \ub300\uc2e0\ud574 \ubb38\uc758\ub97c \ud574\uacb0\ud558\uace0 \uc2e4\uc9c8\uc801\uc778 \uc5c5\ubb34\uae4c\uc9c0 \ucc98\ub9ac\ud558\uac8c \ub418\uba74, \uace0\uac1d\uc13c\ud130\uc5d0 \ub4e4\uc5b4\uc624\ub294 \ubb38\uc758\ub7c9\ub3c4 \ub208\uc5d0 \ub744\uac8c \uc904\uc5b4\ub4e4\uac8c \ub429\ub2c8\ub2e4.<\/li>\n<\/ul>\n<h3 id=\"b-stylefont-weight-bold-b\"><b>\uace0\uac1d \uc11c\ube44\uc2a4\ub97c \u2018\uc88b\uc740\u2019 \uc218\uc900\uc5d0\uc11c \u2018\ucd5c\uace0\u2019\uc758 \uc218\uc900\uc73c\ub85c \ub04c\uc5b4\uc62c\ub9ac\uae30<\/b><\/h3>\n<p>\uc9c1\uc6d0\uacfc AI \uc5d0\uc774\uc804\ud2b8\uac00 \ud568\uaed8 \ud611\ub825\ud558\uba74, \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \uc218\uc900\uc740 \ud55c\uce35 \ub354 \ub192\uc544\uc9d1\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ubcf8\uaca9\uc801\uc73c\ub85c \ub3c4\uc785\ud558\uae30 \uc804\uc5d0, AI \uc804\ub7b5\uc774 \ube44\uc988\ub2c8\uc2a4 \ubaa9\ud45c\uc640 \uc798 \ub9de\ub294\uc9c0 \ud655\uc778\ud558\uace0, \uc5b4\ub5a4 \ucc44\ub110\uc5d0 \ub3c4\uc785\ud560\uc9c0\uc640 \ud5a5\ud6c4 \ubc1c\uc804 \uacc4\ud68d\uc744 \uba85\ud655\ud788 \uadf8\ub824\uc57c \ud569\ub2c8\ub2e4. \ub610\ud55c, AI \uc5d0\uc774\uc804\ud2b8\ub97c \uc81c\ub300\ub85c \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130 \uae30\ubc18\ub3c4 \ub9c8\ub828\ub418\uc5b4\uc57c \ud558\uc8e0.<\/p>\n<p>\uc774 \ubaa8\ub4e0 \uc900\ube44\uac00 \uac16\ucdb0\uc9c0\uba74, \uace0\uac1d \uc11c\ube44\uc2a4\ub294 \ub2e8\uc21c\ud788 \u2018\uc798\ud558\ub294 \uc218\uc900\u2019\uc744 \ub118\uc5b4 \u2018\ud0c1\uc6d4\ud55c \uc131\uacfc\u2019\ub97c \ub9cc\ub4e4\uc5b4\ub0b4\uac8c \ub429\ub2c8\ub2e4. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uace0, \uc0dd\uc0b0\uc131\uc740 \ub192\uc544\uc9c0\uba70, \uace0\uac1d\uc5d0\uac8c \uc804\ub2ec\ud558\ub294 \uac00\uce58\ub3c4 \ud568\uaed8 \ucee4\uc9c0\uac8c \ub429\ub2c8\ub2e4.<\/p>\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>AI \uc5d0\uc774\uc804\ud2b8\ub294 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc790\ub3d9\ud654\ud560 \ubfd0 \uc544\ub2c8\ub77c, \ubc18\ubcf5 \uc5c5\ubb34\ub97c \uc904\uc774\uace0 \uc0c1\ub2f4\uc0ac\uac00 \uace0\uac1d\uacfc \uad00\ub828\ud55c \ub354\uc6b1 \uc911\uc694\ud55c \uc5c5\ubb34\uc5d0 \uc9d1\uc911\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc90d\ub2c8\ub2e4. \uc62c\ubc14\ub978 \uc804\ub7b5\uacfc \ub370\uc774\ud130 \uae30\ubc18\uc774 \uac16\ucdb0\uc9c0\uba74, \uace0\uac1d \uc11c\ube44\uc2a4\ub294 \ud6a8\uc728\uc131\uacfc \ub9cc\uc871\ub3c4 \ubaa8\ub450\ub97c \ub192\uc774\uba70 \u2018\uc88b\uc74c\u2019\uc744 \ub118\uc5b4&hellip;<\/p>\n","protected":false},"author":1,"featured_media":23,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_content_type":[],"blog":[65,20,92],"coauthors":[8],"class_list":["post-25","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","blog-agentforce-service","blog-agentic-ai","blog-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud1b5\ud55c \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ub7b5 4\ub2e8\uacc4- \uc138\uc77c\uc988\ud3ec\uc2a4 - Salesforce<\/title>\n<meta name=\"description\" content=\"AI \uc5d0\uc774\uc804\ud2b8 \uc2dc\ub300, \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ub7b5\uc744 \uc7ac\uc815\uc758\ud558\uc138\uc694. AI\uc5d0\uac8c \ub2e8\uc21c \uc5c5\ubb34\ub97c \ub9e1\uae30\uace0, \uc0c1\ub2f4\uc6d0\uc740 \uace0\ub09c\ub3c4 \ubb38\uc81c \ud574\uacb0\uc5d0 \uc9d1\uc911\ud558\ub294 &#039;AI \uae30\ubc18 \uc11c\ube44\uc2a4 \uc804\ub7b5&#039;\uc744 \uc18c\uac1c\ud569\ub2c8\ub2e4. \uc11c\ube44\uc2a4 \ud488\uc9c8\uacfc \uc6b4\uc601 \ud6a8\uc728\uc744 \ub3d9\uc2dc\uc5d0 \ub192\uc774\ub294 \ubc29\ubc95\uc744 \uc138\uc77c\uc988\ud3ec\uc2a4\uc5d0\uc11c \ud655\uc778\ud558\uc138\uc694.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/kr\/blog\/service-strategy-with-ai-agents\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud1b5\ud55c \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ub7b5 4\ub2e8\uacc4\" \/>\n<meta property=\"og:description\" content=\"AI \uc5d0\uc774\uc804\ud2b8 \uc2dc\ub300, \uace0\uac1d \uc11c\ube44\uc2a4 \uc804\ub7b5\uc744 \uc7ac\uc815\uc758\ud558\uc138\uc694. 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