{"id":2907,"date":"2026-03-20T08:15:46","date_gmt":"2026-03-19T23:15:46","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=2907"},"modified":"2026-03-20T08:15:47","modified_gmt":"2026-03-19T23:15:47","slug":"salesforce-agentforce-contact-center","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/salesforce-agentforce-contact-center\/","title":{"rendered":"\uc138\uc77c\uc988\ud3ec\uc2a4, \u2018\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\u2019 \uacf5\uac1c"},"content":{"rendered":"\n

<\/p>\n\n\n\n

\ucf5c\uc778\ud504\ub77c, \ub514\uc9c0\ud138\ucc44\ub110, CRM \ub370\uc774\ud130, AI \uc5d0\uc774\uc804\ud2b8\ub97c \ub2e8\uc77c\uc2dc\uc2a4\ud15c\uc73c\ub85c \ud1b5\ud569<\/em><\/p>\n\n\n\n

\uc2dc\uc2a4\ud15c \uac04 \ubcf5\uc7a1\ud55c \uc5f0\ub3d9 \ud544\uc694\ud558\uc9c0 \uc54a\uc544 \uc720\uc9c0\ubcf4\uc218 \ube44\uc6a9 \uc808\uac10 \ubc0f \uc6b4\uc601 \uc548\uc815\uc131 \uadf9\ub300\ud654<\/em><\/p>\n\n\n\n

\ub370\uc774\ud130 \uc0ac\uc77c\ub85c \ud574\uc18c\ud558\uace0 AI\uc640 \uc778\uac04 \uc0c1\ub2f4\uc6d0 \uac04\uc758 \ub9e4\ub044\ub7ec\uc6b4 \ud611\uc5c5 \ud658\uacbd \uc81c\uacf5<\/em><\/p>\n\n\n\n

2026<\/strong>\ub144 3<\/strong>\uc6d4 12<\/strong>\uc77c(<\/strong>\ubaa9)<\/strong> \u2013 \uc804 \uc138\uacc4 AI CRM \uc2dc\uc7a5\uc744 \uc120\ub3c4\ud558\uace0 \uc788\ub294 \uc138\uc77c\uc988\ud3ec\uc2a4\uac00 \uc74c\uc131\uacfc \ub514\uc9c0\ud138 \ucc44\ub110, CRM \ub370\uc774\ud130, AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud558\ub098\uc758 \ud50c\ub7ab\ud3fc\uc5d0\uc11c \uc5f0\uacb0\ud55c \ucc28\uc138\ub300 \ucee8\ud0dd\uc13c\ud130 \uc194\ub8e8\uc158(CCaaS:Contact Center as a Service), \u2018\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130(Agentforce Contact Center)<\/a>\u2019\ub97c \uacf5\uac1c\ud588\ub2e4.<\/p>\n\n\n\n

\ucd5c\uadfc \uae30\uc5c5\ub4e4\uc740 \uace0\uac1d \uae30\ub300 \uc218\uc900\uc774 \ube60\ub974\uac8c \ub192\uc544\uc9c0\ub294 \uc0c1\ud669\uc5d0\uc11c \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \uc720\uc9c0\ud558\uba74\uc11c\ub3c4 \uc6b4\uc601 \ube44\uc6a9\uc744 \ub0ae\ucdb0\uc57c \ud558\ub294 \uacfc\uc81c\uc5d0 \uc9c1\uba74\ud574 \uc788\ub2e4. \uadf8\ub7ec\ub098 \ub9ce\uc740 \uae30\uc5c5\uc758 \ucee8\ud0dd\uc13c\ud130 \ud658\uacbd\uc740 \uc5ec\uc804\ud788 \uace0\uac1d \ub370\uc774\ud130\uc640 \ucc44\ub110, AI \uc2dc\uc2a4\ud15c\uc774 \uc11c\ub85c \ubd84\ub9ac\ub41c \uc0c1\ud0dc\ub85c \uc6b4\uc601\ub418\uba74\uc11c AI \ub3c4\uc785 \uc774\ud6c4 \uc2e4\uc9c8\uc801\uc778 \uc131\uacfc\ub97c \ucc3d\ucd9c\ud558\ub294 \ub370 \uc788\uc5b4 \ub09c\ud56d\uc744 \uacaa\uace0 \uc788\ub2e4.<\/p>\n\n\n\n

\uc138\uc77c\uc988\ud3ec\uc2a4\ub294 \uc774\ub7ec\ud55c \uc9c1\uba74 \uacfc\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uc74c\uc131, \ub514\uc9c0\ud138 \ucc44\ub110, CRM \ub370\uc774\ud130, AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud558\ub098\uc758 \ud658\uacbd\uc5d0\uc11c \uc5f0\uacb0 \ubc0f \ud1b5\ud569\ud55c \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\ub97c \uc120\ubcf4\uc600\ub2e4. \uc774\ub97c \ud1b5\ud574 \uae30\uc5c5\uc740 \ub2e8\uc77c \ud50c\ub7ab\ud3fc\uc0c1\uc5d0\uc11c \ub300\uaddc\ubaa8 \uace0\uac1d \uc140\ud504\uc11c\ube44\uc2a4 \ud655\ub300\uc640 AI-\uc0c1\ub2f4\uc6d0 \uac04\uc758 \ub9e4\ub044\ub7ec\uc6b4 \uc804\ud658\uc744 \ud3ec\ud568, \uace0\uac1d\uacfc\uc758 \uc0c1\ud638\uc791\uc6a9 \uc804\ubc18\uc5d0 \ub300\ud55c \uc2e4\uc2dc\uac04 \uac00\uc2dc\uc131\uc744 \ud655\ubcf4\ud560 \uc218 \uc788\ub2e4.<\/p>\n\n\n\n

\ud2b9\ud788 \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130 \uc0c1\uc5d0\uc11c\ub294 \ubaa8\ub4e0 \uc0c1\ub2f4\uc6d0\uacfc AI \uc5d0\uc774\uc804\ud2b8\uac00 \ub3d9\uc77c\ud55c \uace0\uac1d \ub370\uc774\ud130\ub97c \uae30\ubc18\uc73c\ub85c \uc791\ub3d9\ud558\uba70, \uc74c\uc131 \ud1b5\ud654 \uae30\ub85d, \ucc44\ud305, \ubb38\uc790 \uba54\uc2dc\uc9c0, \uad6c\ub9e4 \uc774\ub825, \ub9c8\ucf00\ud305 \ud65c\ub3d9 \ub4f1 \ub2e4\uc591\ud55c \uc815\ubcf4\ub97c \ud1b5\ud569 \ud65c\uc6a9\ud574 \uace0\uac1d\uc758 \uc0c1\ud669\uacfc \ub9e5\ub77d\uc5d0 \ub300\ud55c \ub192\uc740 \uc774\ud574\ub3c4\ub97c \uae30\ubc18\uc73c\ub85c \uac01\uc885 \ubb38\uc758\uc640 \uc694\uccad\uc5d0 \ub300\uc751\ud560 \uc218 \uc788\ub2e4.<\/p>\n\n\n\n

\uc138\uc77c\uc988\ud3ec\uc2a4\uc5d0 \ub530\ub974\uba74 \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\ub294 \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 \ud1b5\ud569 \ud50c\ub7ab\ud3fc\uc744 \uae30\ubc18\uc73c\ub85c \uad6c\ucd95\ub418\uc5c8\uae30 \ub54c\ubb38\uc5d0 \ub9c9\ub300\ud55c \ube44\uc6a9\uacfc \uc2dc\uac04\uc744 \ud22c\uc790\ud574\uc57c \ud558\ub294 \uc2dc\uc2a4\ud15c \ubc0f \ub370\uc774\ud130 \ud1b5\ud569 \uacfc\uc815 \uc5c6\uc774\ub3c4 \ube60\ub974\uac8c \uad6c\ucd95\ud560 \uc218 \uc788\ub2e4\ub294 \uc810\uc774 \ud2b9\uc9d5\uc774\ub2e4. \uae30\uc5c5\uc740 \uae30\uc874\uc758 \ubd84\uc0b0\ub41c \ucee8\ud0dd\uc13c\ud130 \uc2dc\uc2a4\ud15c\uc744 \ud1b5\ud569\ud558\ub294 \ub370 \uc18c\uc694\ub418\ub358 \uc2dc\uac04\uacfc \ube44\uc6a9\uc744 \uc904\uc774\ub294 \ub3d9\uc2dc\uc5d0 \uc5d0\uc774\uc804\ud2f1 AI \uae30\ubc18\uc758 \uace0\uac1d \uc11c\ube44\uc2a4 \ud658\uacbd\uc744 \ubcf4\ub2e4 \uc2e0\uc18d\ud558\uac8c \uad6c\ud604\ud560 \uc218 \uc788\ub2e4.<\/p>\n\n\n\n

\ub610\ud55c AI \uc5d0\uc774\uc804\ud2b8\uac00 \ubc18\ubcf5\uc801\uc774\uac70\ub098 \ub2e8\uc21c\ud55c \uace0\uac1d \ubb38\uc758\ub97c \uc6b0\uc120\uc801\uc73c\ub85c \ucc98\ub9ac\ud558\uace0, \ubcf5\uc7a1\ud558\uac70\ub098 \uc6b0\uc120\uc21c\uc704\uac00 \ub192\uc740 \ubb38\uc81c\ub9cc \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uc804\ub2ec\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c \uc6b4\uc601 \ud6a8\uc728\uc744 \ub192\uc778\ub2e4. AI\uc5d0\uc11c \uc0c1\ub2f4\uc6d0\uc73c\ub85c \uc5c5\ubb34\uac00 \ub118\uc5b4\uac00\ub294 \uacbd\uc6b0\uc5d0\ub3c4 \ub300\ud654 \uae30\ub85d\uacfc \uace0\uac1d \ub9e5\ub77d\uc774 \uadf8\ub300\ub85c \uc804\ub2ec\ub3fc \uc0c1\ub2f4\uc6d0\uc774 \uc774\uc804 \uc0c1\ub2f4\uc774 \uc911\ub2e8\ub41c \uc9c0\uc810\ubd80\ud130 \uace0\uac1d \ubb38\uc758\uc5d0 \ub300\uc751\ud560 \uc218 \uc788\ub2e4. \uc774\ub97c \ud1b5\ud574 \uace0\uac1d\uc774 \ub3d9\uc77c\ud55c \ub0b4\uc6a9\uc744 \ubc18\ubcf5 \uc124\uba85\ud574\uc57c \ud558\ub294 \uc0c1\ud669\uc744 \uc904\uc774\uace0 \ucd5c\ucd08 \ubb38\uc81c \ud574\uacb0\ub960 \uc99d\uac00 \ubc0f \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04 \ub2e8\ucd95 \ub4f1\uc758 \uc131\uacfc\ub97c \ub2ec\uc131\ud560 \uc218 \uc788\ub2e4.<\/p>\n\n\n\n

\uc774 \uc678\uc5d0\ub3c4 \uc74c\uc131 \ub370\uc774\ud130\uac00 CRM\uacfc \uc9c1\uc811 \uc5f0\uacb0\ub418\ub294 \uad6c\uc870\ub97c \ud1b5\ud574 \uc804\ud654 \uc0c1\ub2f4 \ub0b4\uc6a9 \uc5ed\uc2dc \uc2e4\uc2dc\uac04\uc73c\ub85c \ubd84\uc11d\ub418\uc5b4 \uace0\uac1d \uae30\ub85d\uc5d0 \ubc18\uc601\ub41c\ub2e4. \uae30\uc5c5\uc740 \uc74c\uc131 \ub370\uc774\ud130\ub97c \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d \uac10\uc815\uacfc \uc694\uad6c\uc0ac\ud56d\uc744 \ubcf4\ub2e4 \uc815\ud655\ud558\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uc73c\uba70, \uad00\ub9ac\uc790 \uc5ed\uc2dc \ub2e8\uc77c \ub300\uc2dc\ubcf4\ub4dc\ub97c \ud1b5\ud574 \uc804\uccb4 \uace0\uac1d \uc751\ub300 \ud750\ub984\uacfc \ucee8\ud0dd\uc13c\ud130 \uc6b4\uc601 \ud604\ud669\uc5d0 \ub300\ud55c \uac00\uc2dc\uc131\uc744 \ud655\ubcf4\ud558\uace0 \uc9c0\uc18d\uc801\uc778 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9 \ud53c\ub4dc\ubc31\uc744 \ud1b5\ud574 \uace0\uac1d\uacbd\ud5d8 \uac1c\uc120\uc744 \uc704\ud55c \ub370\uc774\ud130 \uae30\ubc18\uc758 \uc804\ub7b5\uc744 \uc218\ub9bd\ud560 \uc218 \uc788\ub2e4.<\/p>\n\n\n\n

\ud55c\ud3b8, \ub2e4\uc591\ud55c \uc0b0\uc5c5\uc758 \uae30\uc5c5\ub4e4\uc774 \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\ub97c \ub3c4\uc785\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \ud658\uacbd \ud601\uc2e0\uc5d0 \ud65c\uc6a9\ud558\uace0 \uc788\ub2e4. \ubbf8\uad6d\uc758 \uc2a4\ub9c8\ud2b8\ud648 \uae30\uc5c5 \uc11c\ubc88\ud2b8 \uc2dc\uc2a4\ud15c\uc2a4(Savant Systems)\ub294 \uace0\uac1d\uc758 \ud2b9\uc131\uc5d0 \ub9de\ucdb0 \uc801\ud569\ud55c \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uc989\uc2dc \uc5f0\uacb0\ud558\uace0 \ud544\uc694\ud55c \uc815\ubcf4\ub97c \uc81c\uacf5\ud558\ub294 \ud658\uacbd\uc744 \uad6c\ucd95\ud588\uc73c\uba70, \ubbf8\uad6d \ubc30\uad00 \uc6a9\ud488 \uc720\ud1b5 \uae30\uc5c5 \ud37c\uac70\uc2a8(Ferguson)\uc740 \ub514\uc9c0\ud138 \ucc44\ub110\uc5d0\uc11c\uc758 \uace0\uac1d \ub300\uc751 \uc5ed\ub7c9\uc744 \uac15\ud654\ud558\uace0 \ubb38\uc81c \ud574\uacb0 \uc18d\ub3c4\ub97c \ub192\uc774\uae30 \uc704\ud574 \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\ub97c \ub3c4\uc785\ud588\ub2e4.<\/p>\n\n\n\n

\ud0a4\uc0e8 \uccb4\ud0c4(Kishan Chetan) \uc138\uc77c\uc988\ud3ec\uc2a4 \uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \uc11c\ube44\uc2a4 \ubd80\ubb38 \ucd1d\uad04(EVP & GM)\uc740 \u201c\uc5ec\ub7ec \ub808\uac70\uc2dc \uc2dc\uc2a4\ud15c\uc744 \uc870\ud569\ud574 \uc6b4\uc601\ub418\ub294 \uae30\uc874 \ucee8\ud0dd\uc13c\ud130 \ud658\uacbd\uc5d0\uc11c\ub294 AI\uc640 CRM \uac04\uc758 \uc5f0\uacb0\uc131\uc744 \ud655\ubcf4\ud558\uae30 \uc5b4\ub835\ub2e4\u201d\ub77c\uba70 \u201c\uc138\uc77c\uc988\ud3ec\uc2a4\ub294 \uc74c\uc131, AI, CRM\uc744 \ud558\ub098\uc758 \uc11c\ube44\uc2a4 \ud658\uacbd\uc73c\ub85c \ud1b5\ud569\ud574 \uc0ac\ub78c\uacfc AI\uac00 \ub3d9\uc77c\ud55c \uace0\uac1d \ub9e5\ub77d\uc744 \uacf5\uc720\ud558\uace0, \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc774 \uc2e4\uc9c8\uc801\uc778 \ubb38\uc81c \ud574\uacb0\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ud658\uacbd \uad6c\ucd95\uc744 \uc9c0\uc6d0\ud558\uace0 \uc788\ub2e4\u201d\uace0 \ub9d0\ud588\ub2e4.<\/p>\n\n\n\n

\uc138\uc77c\uc988\ud3ec\uc2a4 \ucf54\ub9ac\uc544 \ubc15\uc138\uc9c4 \ub300\ud45c\ub294 \u201c\ud55c\uad6d\uc758 \uc18c\ube44\uc790\ub4e4\uc740 \uc804 \uc138\uacc4 \uc5b4\ub290 \uacf3\ubcf4\ub2e4 \ube60\ub974\uace0 \uac1c\uc778\ud654\ub41c \uc11c\ube44\uc2a4\ub97c \uae30\ub300\ud558\uace0 \uc788\uc73c\uba70, \uc774\uc5d0 \ubd80\uc751\ud558\uae30 \uc704\ud55c \uad6d\ub0b4 \uae30\uc5c5\ub4e4\uc758 \ucee8\ud0dd\uc13c\ud130 \ud601\uc2e0 \uace0\ubbfc\ub3c4 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \uae4a\uc5b4\uc9c0\uace0 \uc788\ub2e4\u201d\ub77c\uba70 \u201c\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\ub294 \uace0\uc9c8\uc801\uc778 \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \ud5c8\ubb3c\uace0, \ub2e8\uc77c \ud50c\ub7ab\ud3fc \uc704\uc5d0\uc11c AI \uc5d0\uc774\uc804\ud2b8\uc640 \uc778\uac04 \uc0c1\ub2f4\uc6d0 \uac04\uc758 \uc644\ubcbd\ud55c \uc2dc\ub108\uc9c0 \ubc1c\ud604\uc744 \ub3d5\ub294\ub2e4. \uc774\ub97c \ud1b5\ud574 \uad6d\ub0b4 \uae30\uc5c5\ub4e4\uc774 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uadf9\ub300\ud654\ud558\ub294 \ub3d9\uc2dc\uc5d0 \ucc28\uc6d0\uc774 \ub2e4\ub978 \u2018\uc5d0\uc774\uc804\ud2f1 \uace0\uac1d \uacbd\ud5d8\u2019\uc744 \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \uc801\uadf9 \uc9c0\uc6d0\ud560 \uac83\u201d\uc774\ub77c\uace0 \uac15\uc870\ud588\ub2e4.<\/p>\n","protected":false},"excerpt":{"rendered":"

\u201c\ud1b5\ud569 \ud50c\ub7ab\ud3fc \uae30\ubc18\uc758 \uc62c\uc778\uc6d0 \u2018CCaaS\u2019 \uc2dc\ub300 \uc120\uc5b8\u201d<\/p>\n","protected":false},"author":805,"featured_media":2908,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"12345678910","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_content_type":[],"blog":[65,156],"coauthors":[8],"class_list":["post-2907","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","blog-agentforce-service","blog-news"],"yoast_head":"\n\uc138\uc77c\uc988\ud3ec\uc2a4, \u2018\uc5d0\uc774\uc804\ud2b8\ud3ec\uc2a4 \ucee8\ud0dd\uc13c\ud130\u2019 \uacf5\uac1c - Salesforce<\/title>\n<meta name=\"description\" content=\"\uc138\uc77c\uc988\ud3ec\uc2a4\uac00 \uc74c\uc131, CRM \ub370\uc774\ud130, AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud558\ub098\ub85c 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