{"id":397,"date":"2024-04-19T20:22:00","date_gmt":"2025-11-12T20:22:57","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=397"},"modified":"2025-11-27T13:57:28","modified_gmt":"2025-11-27T04:57:28","slug":"customer-service-analytics","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/","title":{"rendered":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95"},"content":{"rendered":"<h2 id=\"ai\">\uc138\uc77c\uc988\ud3ec\uc2a4\uac00 \uc0dd\uac01\ud558\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \ube44\uc988\ub2c8\uc2a4\uac00 \uc131\uc7a5\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc8fc\ub294 AI \ub3c4\uad6c\uc785\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \uc815\ub7c9\uc801 \uace0\uac1d \uc11c\ube44\uc2a4 \ub370\uc774\ud130\uc640 \uc815\uc131\uc801 \uc11c\ube44\uc2a4 \ub370\uc774\ud130 \ub4f1 \uad11\ubc94\uc704\ud55c \uc815\ubcf4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc73c\uba70, \ub530\ub77c\uc11c \ubcf4\ub2e4 \uc138\ubd84\ud654\ub41c \uc218\uc900\uc5d0\uc11c \uce21\uc815\ud560 \ub370\uc774\ud130\ub97c \uacb0\uc815\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774 \uae00\uc744 \ud1b5\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc720\ud615\uc744 \uc0b4\ud3b4\ubcf4\uace0 \uace0\ub824\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \uc911\uc694\ud55c \uc0ac\ud56d\uacfc \uc0ac\uc6a9 \ubc29\ubc95\uc744 \uc54c\uc544\ubcf4\uc138\uc694.<\/h2>\n<p>\uc544\uce68 10\ubd84\uc758 \uc9e7\uc740 \uc2dc\uac04 \uc0ac\uc774\uc5d0 \uac00\uc7a5 \uc911\uc694\ud55c \ud575\uc2ec \uc131\uacfc \uc9c0\ud45c(KPI)\ub97c \uac80\ud1a0\ud558\uace0 \ucc98\ub9ac \uc2dc\uac04\uc774 \uac00\uc7a5 \ub9ce\uc774 \uac78\ub9ac\ub294 \ucf00\uc774\uc2a4 \uc720\ud615\uc744 \ube60\ub974\uac8c \ud30c\uc545\ud560 \uc218 \uc788\uac8c \ub41c\ub2e4\uace0 \uc0dd\uac01\ud574 \ubcf4\uc138\uc694. \uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc6d0\uc73c\ub85c\uc11c \uac11\uc790\uae30 \uace0\uac1d\uc774 \uc5b8\uc81c \uc774\ud0c8\ud560 \uac00\ub2a5\uc131\uc774 \uc788\ub294\uc9c0, \uadf8\ub9ac\uace0 \uc774\ub97c \ubc29\uc9c0\ud558\uae30 \uc704\ud574 \ubb34\uc5c7\uc744 \ud560 \uc218 \uc788\ub294\uc9c0 \uc54c \uc218 \uc788\ub294 \ucd08\ub2a5\ub825\uc744 \uac16\uac8c \ub418\uc5c8\ub2e4\uace0 \uc0c1\uc0c1\ud574 \ubcf4\uc138\uc694. \uc774\uac83\uc774 \ubc14\ub85c \uc624\ub298\ub0a0 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc758 \uc2e4\uc81c \uc801\uc6a9 \uc0ac\ub840\uc785\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d\ub4e4\uc740 \ub9e4\uc77c \ucee8\ud0dd \uc13c\ud130\uc5d0 \ub3c4\uc6c0\uc744 \uc694\uccad\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc0c1\ud638 \uc791\uc6a9\uc740 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5\uc744 \ucd09\uc9c4\ud558\ub294 \ub370 \uc0ac\uc6a9\ud560 \uc218 \uc788\ub294 \uc815\ubcf4\uc778 <a href=\"https:\/\/www.salesforce.com\/blog\/customer-data-in-contact-centers\/\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \ub370\uc774\ud130<\/a>\ub97c \ubb34\uc218\ud788 \ub9cc\ub4e4\uc5b4\ub0c5\ub2c8\ub2e4. <a href=\"https:\/\/www.salesforce.com\/form\/conf\/service-cloud\/state-of-service\/?leadcreated=true&amp;redirect=true&amp;sfuuid=0e48d2af-902d-4c6f-a45d-60051187da5b&amp;d=70130000000sUVq&amp;nc=7013y000002NsZ8AAK\" target=\"_blank\" rel=\"noopener\">State of Service \ub9ac\ud3ec\ud2b8\uc5d0 \ub530\ub974\uba74<\/a> \uc11c\ube44\uc2a4 \ub9ac\ub354\uc758 94%\uac00 \uace0\uac1d\uc758 \uae30\ub300\uc5d0 \ubd80\uc751\ud558\uae30 \uc704\ud574\uc11c\ub294 \uc2e4\uc2dc\uac04 \ub370\uc774\ud130\uac00 \ud544\uc218\ub77c\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ud2b9\ud788 \uc9c0\ub09c \uba87 \ub144\uc758 \ud32c\ub370\ubbf9 \uae30\uac04 \ub3d9\uc548 \uc11c\ube44\uc2a4 \uc804\ubb38\uac00\uc758 60%\uac00 \uace0\uac1d\uc758 \ub192\uc544\uc9c4 \uae30\ub300\uce58\ub97c \ud655\uc778\ud588\ub2e4\ub294 \uc0ac\uc2e4\uc740 \uc774\ub97c \ub354\uc6b1 \ubd84\uba85\ud558\uac8c \ubcf4\uc5ec\uc90d\ub2c8\ub2e4.<\/p>\n<p>\uc774 \ub450 \ud1b5\uacc4\ub294 \ubaa8\ub450 \ud55c \uac00\uc9c0 \uacb0\ub860\uc744 \ub9d0\ud569\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc744 \uace0\uac1d \ub9cc\uc871\uc744 \uc704\ud55c \uc0c8\ub85c\uc6b4 \uc6d0\ub3d9\ub825\uc73c\ub85c \ud65c\uc6a9\ud558\ub294 \uc11c\ube44\uc2a4 \ud300\uc740 \ube0c\ub79c\ub4dc \ucda9\uc131\ub3c4\ub97c \ube44\ub86f\ud574 \ud6e8\uc52c \ub354 \ub9ce\uc740 \uac83\uc744 \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub7ec\ud55c \uc774\uc810\uc744 \ub204\ub9ac\uae30 \uc704\ud574 \uc54c\uc544\uc57c \ud560 \uc0ac\ud56d\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694?<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \uc0dd\uc131\ub41c \ub370\uc774\ud130\ub97c \ud3c9\uac00\ud558\uc5ec \uc2e4\ud589 \uac00\ub2a5\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \ucc3e\uc544\ub0b4\ub294 \uac83\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ub370\uc774\ud130\ub294 \uc804\ud654 \ud1b5\ud654, \uc774\uba54\uc77c, \ucc44\ud305, \uc18c\uc15c \ubbf8\ub514\uc5b4, \uace0\uac1d \uc124\ubb38\uc870\uc0ac \ub4f1 \uc5ec\ub7ec \uc18c\uc2a4\uc5d0\uc11c \uc218\uc9d1\ub418\uba70 \uc815\ub7c9\uc801 \ub370\uc774\ud130\uc640 \uc815\uc131\uc801 \ub370\uc774\ud130\ub85c \ubd84\ub958\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc815\ub7c9\uc801 \uace0\uac1d \uc11c\ube44\uc2a4 \ub370\uc774\ud130\uc5d0\ub294 \uace0\uac1d\uc774 \uc5bc\ub9c8\ub098 \uc624\ub798 \uae30\ub2e4\ub824\uc57c \ud588\ub294\uc9c0, \uc5b4\ub5a4 \uc0c1\ub2f4\uc6d0\uc774 \uc751\ub300\ud588\ub294\uc9c0, \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc5d0 \uac78\ub9b0 \uc2dc\uac04, \uace0\uac1d\uc774 \uc5b4\ub5a4 \ucc44\ub110\uc744 \uc0ac\uc6a9\ud588\ub294\uc9c0 \ub4f1 \uace0\uac1d \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc5d0 \ub300\ud55c \uce21\uc815 \uac00\ub2a5\ud55c \uc0ac\uc2e4\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/p>\n<p>\uc815\uc131\uc801 \uc11c\ube44\uc2a4 \ub370\uc774\ud130\uc5d0\ub294 \uace0\uac1d \uac10\uc815, \uc81c\ud488 \uacb0\ud568\uc5d0 \ub300\ud55c \ubd88\ub9cc, \ube0c\ub79c\ub529\uc5d0 \ub300\ud55c \ud53c\ub4dc\ubc31, \uc2ec\uc9c0\uc5b4 \uacbd\uc7c1\uc0ac\uc758 \uc57d\uc810\uacfc \uac15\uc810\uc5d0 \ub300\ud55c \uace0\uac1d \uc778\uc0ac\uc774\ud2b8\uc640 \uac19\uc740 \uc815\ubcf4\uac00 \ud3ec\ud568\ub429\ub2c8\ub2e4.<\/p>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \uc774\ub7ec\ud55c \ubaa8\ub4e0 \ub370\uc774\ud130\ub97c \uc720\uc6a9\ud55c \uc815\ubcf4 \ub369\uc5b4\ub9ac\ub85c \ucd94\ucd9c\ud558\uc5ec \ube44\uc988\ub2c8\uc2a4\uac00 \uc131\uc7a5\ud558\uace0 \uc11c\ube44\uc2a4 \uc0c1\ud638\uc791\uc6a9\uc758 \uc591\uc774 \ub9ce\uc544\uc9c8\uc218\ub85d \ud2b9\ud788 \uc720\uc6a9\ud569\ub2c8\ub2e4. \ubd84\uc11d\uc744 \ud1b5\ud574 \uace0\uac1d \uc120\ud638\ub3c4, \uc7a0\uc7ac\uc801\uc778 \uc81c\ud488 \uac1c\uc120 \uc0ac\ud56d \ub610\ub294 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ub192\uc77c \uc218 \uc788\ub294 \ubc29\ubc95\uc744 \ubc1c\uacac\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub9ce\uc740 \ub9ac\ub354\uac00 \ub370\uc774\ud130 \ubd84\uc11d\uc5d0 \ub300\ud55c \uc544\uc774\ub514\uc5b4\ub97c \ub5a0\uc62c\ub9b4 \uc218\ub294 \uc788\uc9c0\ub9cc, \uc774\ub97c \uc2e4\ud589\uc5d0 \uc62e\uae30\ub294 \uac83\uc740 \uc5b4\ub824\uc6b4 \uc77c\uc785\ub2c8\ub2e4. <a href=\"\/kr\/form\/pdf\/state-of-data-and-analytics\/#main-par_columncontainer_b63\" target=\"_blank\" rel=\"noopener\">State of Data and Analyiecs \ub9ac\ud3ec\ud2b8<\/a>\uc758 \uc870\uc0ac \uacb0\uacfc\ub97c \uc0b4\ud3b4\ubcf4\uc138\uc694. \uc11c\ube44\uc2a4 \ub9ac\ub354\uc758 96%\uac00 \ubcc0\ud654\uc758 \uc2dc\uae30\uc5d0 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130\uac00 \ub354 \uc911\uc694\ud558\ub2e4\uace0 \ub2f5\ud55c \ubc18\uba74, \uc11c\ube44\uc2a4 \ub9ac\ub354 \uc911 44%\ub9cc\uc774 \uc790\uc2e0\uc774 \ub370\uc774\ud130 \uc911\uc2ec\uc801\uc774\ub77c\uace0 \uc0dd\uac01\ud569\ub2c8\ub2e4. \uc774\ub294 \ub9c8\ucf00\ud305 \ubc0f \uc138\uc77c\uc988 \ub9ac\ub354\uc758 \uc808\ubc18 \uc774\uc0c1\uc774 \ub370\uc774\ud130 \uc911\uc2ec\uc801\uc774\ub77c\uace0 \uc0dd\uac01\ud558\ub294 \uac83\uacfc \ube44\uad50\ub418\ub294 \ub370\uc774\ud130\uc785\ub2c8\ub2e4. \uc989 \ub370\uc774\ud130 \uae30\uc220 \ubd80\uc871\uacfc \ub370\uc774\ud130 \uc6d0\ubcf8\uc5d0 \ub300\ud55c \uc2e0\ub8b0 \ubd80\uc871\uc73c\ub85c \uc778\ud574 \ub9ce\uc740 \ub9ac\ub354\uac00 \ub370\uc774\ud130\ub97c \ud65c\uc6a9\ud558\uc5ec \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\ub294 \ub370 \uc5b4\ub824\uc6c0\uc744 \uacaa\uace0 \uc788\ub294 \uac83\uc73c\ub85c \ubcf4\uc785\ub2c8\ub2e4.<\/p>\n<p>\ud558\uc9c0\ub9cc \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 \uac15\ub825\ud55c \ubd84\uc11d \ub3c4\uad6c\uc778 \uc11c\ube44\uc2a4 \ud074\ub77c\uc6b0\ub4dc\uc6a9 <a href=\"https:\/\/www.salesforce.com\/news\/stories\/service-intelligence-news\/\">Service Intelligence\ub97c<\/a> \uc0ac\uc6a9\ud558\uba74 \ubaa8\ub4e0 \ub370\uc774\ud130\ub97c \ube60\ub974\uac8c \uc774\ud574\ud558\uace0 \ub354 \ub098\uc740 \ube44\uc988\ub2c8\uc2a4 \uc758\uc0ac \uacb0\uc815\uc744 \ub0b4\ub9ac\ub294 \ub370 \ud544\uc694\ud55c \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc5d0\ub294 \uc5b4\ub5a4 \uc720\ud615\uc774 \uc788\ub098\uc694?<\/h2>\n<p>\uba3c\uc800 \uc0ac\uc6a9\ud560 \uc218 \uc788\ub294 \ub2e4\uc591\ud55c \uc720\ud615\uc758 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc5d0 \ub300\ud574 \uc774\ud574\ud574 \ubcf4\uaca0\uc2b5\ub2c8\ub2e4. \uba87 \uac00\uc9c0 \uce74\ud14c\uace0\ub9ac\ub294 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\n<p><b>\uc124\uba85\uc801 \ubd84\uc11d(Descriptive Analytics): <\/b>\uacfc\uac70 \ub370\uc774\ud130\ub97c \ubd84\uc11d\ud558\uc5ec \uacfc\uac70 \uace0\uac1d \uc0c1\ud638 \uc791\uc6a9\uc758 \ud328\ud134\uc744 \uc774\ud574\ud558\uace0 \uc5b4\ub5a4 \uc77c\uc774 \uc77c\uc5b4\ub0ac\ub294\uc9c0\uc5d0 \ub300\ud55c \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uc9c4\ub2e8 \ubd84\uc11d: <\/b>\ud2b9\uc815 \uace0\uac1d \uc11c\ube44\uc2a4 \uacb0\uacfc\uc758 \uc6d0\uc778\uc744 \ud30c\uc545\ud558\uc5ec \ube44\uc988\ub2c8\uc2a4\uc5d0\uc11c \ud2b9\uc815 \uc774\ubca4\ud2b8\uac00 \ubc1c\uc0dd\ud55c \uc774\uc720\ub97c \uc774\ud574\ud558\ub294 \ub370 \uc911\uc810\uc744 \ub461\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uc608\uce21 \ubd84\uc11d(Predictive Analytics):<\/b> AI, \ub370\uc774\ud130, \ud1b5\uacc4 \uc54c\uace0\ub9ac\uc998 \ubc0f \uba38\uc2e0 \ub7ec\ub2dd\uc744 \uc0ac\uc6a9\ud558\uc5ec \uacfc\uac70 \ub370\uc774\ud130\ub97c \uae30\ubc18\uc73c\ub85c \ud5a5\ud6c4 \uacb0\uacfc\ub97c \ud30c\uc545\ud558\uc5ec \uc0ac\uc804 \uc608\ubc29\uc801 \uc870\uce58\ub97c \ucde8\ud560 \uc218 \uc788\ub3c4\ub85d \ud569\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uaddc\uc815 \ubd84\uc11d(Prescriptive Analytics):<\/b> \uaddc\uc815 \ubd84\uc11d\uc740 AI\ub97c \ud1b5\ud574 \uc608\uce21 \ubd84\uc11d\uc5d0\uc11c \uc5bb\uc740 \uc778\uc0ac\uc774\ud2b8\ub97c \uae30\ubc18\uc73c\ub85c \uacb0\uacfc\ub97c \ucd5c\uc801\ud654\ud558\uae30 \uc704\ud55c \uc870\uce58\ub97c \uc81c\uc548\ud558\uc5ec \uc2e4\uc2dc\uac04\uc73c\ub85c \uc758\uc0ac \uacb0\uc815\uc744 \ub0b4\ub9b4 \uc218 \uc788\ub3c4\ub85d \uc548\ub0b4\ud569\ub2c8\ub2e4.<\/p>\n<\/li>\n<\/ul>\n<p>\uc774\ub7ec\ud55c \ubaa8\ub4e0 \uc720\ud615\uc758 \ubd84\uc11d\uc740 <a href=\"https:\/\/www.salesforce.com\/products\/customer-service-operations\/\">\uc11c\ube44\uc2a4 \uc6b4\uc601<\/a>\uc5d0 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc124\uba85\uc801 \ubd84\uc11d\uc758 \ud55c \ud615\ud0dc\uc778 \uc634\ub2c8\ucc44\ub110 \ubd84\uc11d\uc744 \uc0ac\uc6a9\ud558\uc5ec \ucd5c\uadfc \ud654\uc694\uc77c\uc5d0 \uc5b4\ub5a4 \uc77c\uc774 \uc77c\uc5b4\ub0ac\ub294\uc9c0 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7f0 \ub2e4\uc74c \uc9c4\ub2e8 \ubd84\uc11d\uc744 \uc0ac\uc6a9\ud558\uc5ec \uc6d0\uc778\uc744 \ud30c\uc545\ud560 \uc218 \uc788\uc73c\uba70 \uc0c1\ub2f4\uc6d0\uc774 \ud574\ub2f9 \ucc44\ub110\uc5d0 \ub300\ud55c \ucda9\ubd84\ud55c \uad50\uc721\uc744 \ubc1b\uc9c0 \ubabb\ud574 <a href=\"https:\/\/www.salesforce.com\/resources\/guides\/voice-digital-customer-service\/\">\uc74c\uc131<\/a> \ucc44\ub110\uc758 \ub300\uae30 \uc2dc\uac04\uc774 \ub108\ubb34 \uae38\uc5c8\ub2e4\ub294 \uac83\uc744 \uc54c \uc218 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4. \ub9e4\uc6b0 \uae34 \ud1b5\ud654 1\uac74\uc73c\ub85c \uc778\ud574 \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc774 \uae38\uc5c8\uc744 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7f0 \ub2e4\uc74c \ud1b5\ud654 \uae30\ub85d\uc744 \uac80\ud1a0\ud558\uc5ec \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \ud574\ub2f9 \ubb38\uc81c\uc5d0 \ub300\ud55c \ucd94\uac00 \uad50\uc721\uc774 \ud544\uc694\ud55c\uc9c0 \ud655\uc778\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/call-center-analytics\/\">\uc608\uce21 \ubd84\uc11d<\/a>\uc740 \uacfc\uac70 \ud328\ud134\uc744 \uae30\ubc18\uc73c\ub85c \ud654\uc694\uc77c\ubd80\ud130 \ub2e4\uac00\uc624\ub294 \ud734\uac00 \uc2dc\uc98c\uae4c\uc9c0 \uc5b4\ub5a4 \uae30\uac04\uc5d0 \ud544\uc694\ud55c \uc0c1\ub2f4\uc6d0 \uc778\ub825\uc744 \uc608\uce21\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4. \ub610\ud55c \uc608\uce21 \ubd84\uc11d\uc744 \uc0ac\uc6a9\ud558\uc5ec \uae30\ub85d\ub418\ub294 \uc0ac\ub840\uc758 \uce74\ud14c\uace0\ub9ac\ub098 \uc2ec\uac01\ub3c4\ub97c \uacb0\uc815\ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc608\uce21 \ubd84\uc11d\uacfc \uaddc\uc815 \ubd84\uc11d\uc744 \ud568\uaed8 \uc0ac\uc6a9\ud558\uba74 \uc0c1\ub2f4\uc6d0\uc774 \ub354 \ub098\uc740 \uacb0\uc815\uc744 \ub0b4\ub9b4 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4 \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uc5c5\ubb34 \ud750\ub984 \uc911\uc5d0 \ubc14\ub85c \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud558\uc5ec \uace0\uac1d\uc5d0\uac8c \ub354 \ub098\uc740 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc6b8 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc560\ub110\ub9ac\ud2f1\uc2a4\ub294 \uc11c\ube44\uc2a4 \uc6b4\uc601\uc744 \ucd5c\uc801\ud654\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub429\ub2c8\ub2e4.<\/p>\n<h2 id=\"ai\">AI\uc640 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d<\/h2>\n<p>\ub2e4\uc591\ud55c \ubd84\uc11d\uc758 \ud575\uc2ec\uc740 \ub370\uc774\ud130\ub97c \ubd84\uc11d\ud558\uc5ec \uc720\uc6a9\ud55c \uc0ac\uc2e4\uacfc \uc81c\uc548\uc744 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc81c\uacf5\ud560 \uc218 \uc788\ub294 AI\uc785\ub2c8\ub2e4. AI \uc54c\uace0\ub9ac\uc998\uc740 \ubc29\ub300\ud55c \uc591\uc758 \uace0\uac1d \ub370\uc774\ud130\ub97c \ube60\ub974\uac8c \ubd84\uc11d\ud558\uc5ec \uace0\uac1d \ud589\ub3d9, \uc120\ud638\ub3c4, \ud2b8\ub80c\ub4dc\uc5d0 \ub300\ud55c \uc720\uc6a9\ud55c \uc815\ubcf4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>AI\uac00 \uc81c \uc5ed\ud560\uc744 \ud558\ub824\uba74 \uad6c\ub9e4\ubd80\ud130 \uc6f9 \ucc38\uc5ec, \uace0\uac1d \uc11c\ube44\uc2a4 \uc0ac\ub840\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0 \uace0\uac1d \ub370\uc774\ud130\ub97c \uc5f0\uacb0\ud558\uace0 \ud1b5\ud569\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub7f0 \ub2e4\uc74c AI\ub294 \uc774 \uae68\ub057\ud558\uace0 \uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130\ub97c \ud55c \ub2e8\uacc4 \ub354 \ubc1c\uc804\uc2dc\ucf1c \uc9c0\ub2a5\uc801\uc778 \uc608\uce21\uacfc \ucd94\ucc9c\uc744 \uc81c\uacf5\ud568\uc73c\ub85c\uc368 \ud300\uc774 \uc81c\uacf5\ud558\ub294 \uc11c\ube44\uc2a4\ub97c \uac1c\uc120\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc90d\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4, AI\ub294 \uace0\uac1d \uba54\uc2dc\uc9c0\ub97c \ubd84\uc11d\ud558\uc5ec \ud544\uc694\ud55c \uc138\ubd80 \uc815\ubcf4\ub97c \ud30c\uc545\ud558\uace0 \uc9c8\ubb38\uc5d0 \ub300\ud55c \uc2ec\uce35\uc801\uc778 \ub2f5\ubcc0\uc744 \uc791\uc131\ud558\uc5ec \uc751\ub2f5 \uc2dc\uac04\uc744 \ub2e8\ucd95\ud558\uace0 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub300\ub7c9\uc758 \ubcf5\uc7a1\ud55c \ub370\uc774\ud130\ub97c \ucc98\ub9ac\ud560 \uc218 \uc788\ub294 AI\uc758 \ub2a5\ub825\uc740 \uc624\ub298\ub0a0 \ube44\uc988\ub2c8\uc2a4\uc5d0 \uc774\uc0c1\uc801\uc785\ub2c8\ub2e4. <a href=\"\/kr\/form\/pdf\/state-of-data-and-analytics\/#main-par_columncontainer_b63\" target=\"_blank\" rel=\"noopener\">State of Data and Analytics \ub9ac\ud3ec\ud2b8<\/a>\uc5d0 \ub530\ub974\uba74 \ub370\uc774\ud130 \uc804\ubb38\uac00\uc758 3\ubd84\uc758 2 \uc774\uc0c1(68%)\uc774 \ud5a5\ud6c4 12\uac1c\uc6d4 \ub3d9\uc548 \uc790\uc0ac \ub370\uc774\ud130, \ud0c0\uc0ac \ub370\uc774\ud130, \ub514\ubc14\uc774\uc2a4 \ub370\uc774\ud130 \ub4f1 \ub2e4\uc591\ud55c \uc18c\uc2a4\uc5d0\uc11c \ub370\uc774\ud130\uac00 \uc57d 20% \uc815\ub3c4 \ud070 \ud3ed\uc73c\ub85c \uc99d\uac00\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud55c\ud3b8, \uae30\uc5c5\ub4e4\uc740 \ub0b4\ub144\uc5d0 \ud3c9\uade0\uc801\uc73c\ub85c \uc57d 22% \ub354 \ub9ce\uc740 \ub370\uc774\ud130\ub97c \ucc98\ub9ac\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ub429\ub2c8\ub2e4. \ub370\uc774\ud130 \uc591\uc774 \ud3ed\ubc1c\uc801\uc73c\ub85c \uc99d\uac00\ud568\uc5d0 \ub530\ub77c \ud6a8\uacfc\uc801\uc778 \uad00\ub9ac\uc758 \ud544\uc694\uc131\ub3c4 \ucee4\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h2>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc744 \ucd94\uc801\ud558\uba74 \uc5b4\ub5a4 \uc7a5\uc810\uc774 \uc788\ub098\uc694?<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \uace0\uac1d\uc744 \uc720\uc9c0\ud558\uace0 \ube44\uc6a9\uc744 \uc808\uac10\ud558\uace0\uc790 \ud558\ub294 \ube44\uc988\ub2c8\uc2a4\uc5d0 \ub2e4\uc74c\uacfc \uac19\uc740 \ub9ce\uc740 \uc7a5\uc810\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<ol>\n<li>\n<p><b>\uace0\uac1d \uacbd\ud5d8 \uac1c\uc120:<\/b> \uc124\ubb38\uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">94%\uc758 \uace0\uac1d<\/a>\uc774 \uc88b\uc740 \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc73c\ub85c \uc778\ud574 \uc7ac\uad6c\ub9e4 \ud560 \uac00\ub2a5\uc131\uc774 \ub192\uc544\uc9c4\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \ubd84\uc11d\uc744 \ud1b5\ud574 \uace0\uac1d\uc758 \uae30\ub300\uc640 \uacbd\ud5d8\uc744 \uc774\ud574\ud558\uba74 \ube44\uc988\ub2c8\uc2a4\ub294 \uc774\ub7ec\ud55c \uae30\ub300\uc5d0 \ud6a8\uacfc\uc801\uc73c\ub85c \ubd80\uc751\ud558\ub294 \ub9de\ucda4\ud615 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\ubd88\ub9cc \uc0ac\ud56d \ud30c\uc545<\/b>: \uace0\uac1d \ud53c\ub4dc\ubc31\uacfc \ubd88\ub9cc \uc0ac\ud56d\uc744 \ubd84\uc11d\ud558\uc5ec \ubc18\ubcf5\ub418\ub294 \ubb38\uc81c\ub97c \ud30c\uc545\ud558\uace0 \ubbf8\ub9ac \ud574\uacb0\ud568\uc73c\ub85c\uc368 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uc6b4\uc601 \ud6a8\uc728\uc131:<\/b> <a href=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-customer-service-research-2022\/\" target=\"_blank\" rel=\"noopener\">\uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc6d0\uc758 78%<\/a>\uac00 \uc18d\ub3c4\uc640 \ud488\uc9c8 \uc0ac\uc774\uc5d0\uc11c \uade0\ud615\uc744 \uc7a1\ub294 \uac83\uc774 \uc5b4\ub835\ub2e4\uace0 \ub2f5\ud55c \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \ub370\uc774\ud130\ub97c \ubd84\uc11d\ud558\uba74 \ud504\ub85c\uc138\uc2a4\ub97c \ucd5c\uc801\ud654\ud558\uace0 \ub9ac\uc18c\uc2a4\ub97c \ud6a8\uc728\uc801\uc73c\ub85c \uc0ac\uc6a9\ud558\uc5ec \uc804\ubc18\uc801\uc778 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \ub192\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uc81c\ud488 \ubc0f \uc11c\ube44\uc2a4 \uac1c\uc120:<\/b> \ubd84\uc11d\uc744 \ud1b5\ud574 \uc5bb\uc740 \uc778\uc0ac\uc774\ud2b8\ub294 \uc81c\ud488 \ubc0f \uc11c\ube44\uc2a4 \uac1c\ubc1c\uc758 \uc9c0\uce68\uc774 \ub418\uc5b4 \uace0\uac1d\uc758 \uc694\uad6c\uc640 \uc120\ud638\ub3c4\uc5d0 \ubd80\ud569\ud558\ub294 \uc81c\ud488 \ubc0f \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc2e4\uc81c\ub85c <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d\uc758 73%\ub294 \uae30\uc5c5\uc774 \uc790\uc2e0\uc758 \uc694\uad6c\uc640 \uae30\ub300<\/a>\ub97c \uc774\ud574\ud574 \uc8fc\uae30\ub97c \uc6d0\ud569\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p><b>\uace0\uac1d \uc720\uc9c0 \ubc0f \ucda9\uc131\ub3c4:<\/b> \uace0\uac1d\uc758 \ud589\ub3d9\uacfc \uc120\ud638\ub3c4\ub97c \uc774\ud574\ud558\uba74 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \ub192\uc774\uace0 \uc720\uc9c0\uc728\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \uc804\ub7b5\uc744 \uc124\uacc4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<\/li>\n<\/ol>\n<h2>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc744 \uc704\ud574 \uce21\uc815\ud560 \ub300\uc0c1<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \ub108\ubb34 \uad11\ubc94\uc704\ud558\uc5ec \ubcf4\ub2e4 \uc138\ubd84\ud654\ub41c \uc218\uc900\uc5d0\uc11c \uce21\uc815\ud560 \ub370\uc774\ud130\ub97c \uacb0\uc815\ud574\uc57c \ud569\ub2c8\ub2e4. \ubc14\ub85c \uc5ec\uae30\uc11c KPI\uac00 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud569\ub2c8\ub2e4. \ub2e4\uc74c\uc740 \uace0\ub824\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \uc911\uc694\ud55c \ud56d\ubaa9\uacfc \uadf8 \uc0ac\uc6a9 \ubc29\ubc95\uc785\ub2c8\ub2e4.<\/p>\n<h3 id=\"1-csat\">1. \uace0\uac1d \ub9cc\uc871\ub3c4(CSAT)<\/h3>\n<p><a href=\"https:\/\/www.salesforce.com\/blog\/customer-satisfaction-score\/\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \ub9cc\uc871\ub3c4(CSAT)\ub97c<\/a> \uce21\uc815\ud558\ub824\uba74 \uc0c1\ud638\uc791\uc6a9 \ud6c4 \uc124\ubb38\uc870\uc0ac\ub97c \uc2e4\uc2dc\ud558\uc5ec \uace0\uac1d\uc5d0\uac8c 1~5\uc810 \ucc99\ub3c4\ub85c \ub9cc\uc871\ub3c4\ub97c \ud3c9\uac00\ud558\ub3c4\ub85d \uc694\uccad\ud558\uc138\uc694. \ud3c9\uac00\uc758 \ud3c9\uade0 \uc810\uc218\uac00 \uc804\ubc18\uc801\uc778 \ub9cc\uc871\ub3c4\ub97c \ub098\ud0c0\ub0c5\ub2c8\ub2e4.<\/p>\n<h3 id=\"2-nps\">2. \uc21c \ucd94\ucc9c \uc810\uc218(NPS)<\/h3>\n<p>\uace0\uac1d\uacfc\uc758 \ub300\ud654\uac00 \ub05d\ub09c \ud6c4 &#8220;\uce5c\uad6c\ub098 \ub3d9\ub8cc\uc5d0\uac8c \uc800\ud76c \ud68c\uc0ac\ub97c \ucd94\ucc9c\ud560 \uac00\ub2a5\uc131\uc774 \uc5bc\ub9c8\ub098 \ub418\ub098\uc694?&#8221;\ub77c\uace0 \uc9c8\ubb38\ud558\uba70 \uace0\uac1d\uc5d0\uac8c 0~10\uc810 \ucc99\ub3c4\ub85c \ub300\ub2f5\uc744 \uc694\uccad\ud558\uc138\uc694. \uc751\ub2f5\uc790\ub97c \ucd94\ucc9c\uc790(9~10\uc810), \uc218\ub3d9\uc801(7~8\uc810), \ube44\ucd94\ucc9c\uc790(0~6\uc810)\ub85c \ubd84\ub958\ud569\ub2c8\ub2e4. \ucd94\ucc9c \uace0\uac1d\uc758 \ube44\uc728\uc5d0\uc11c \ub0ae\uc740 \uc810\uc218\uc758 \uace0\uac1d\uc778 \ube44\ucd94\ucc9c \uace0\uac1d\uc758 \ube44\uc728\uc744 \ube7c\uc11c <a href=\"https:\/\/www.salesforce.com\/blog\/net-promoter-score\/\" target=\"_blank\" rel=\"noopener\">NPS<\/a>\ub97c \uacc4\uc0b0\ud569\ub2c8\ub2e4.<\/p>\n<h3 id=\"3-ces\">3. \uace0\uac1d \ub178\ub825 \uc810\uc218(CES)<\/h3>\n<p>\uc0c1\ud638\uc791\uc6a9\uc774 \ub05d\ub09c \ud6c4 \uace0\uac1d\uc5d0\uac8c &#8220;\uc624\ub298 \uc6d0\ud558\ub294 \ub3c4\uc6c0\uc744 \ubc1b\ub294 \uac83\uc774 \uc5bc\ub9c8\ub098 \uc26c\uc6e0\ub098\uc694?&#8221;\ub77c\uace0 \uc9c8\ubb38\ud558\uc138\uc694. \uc810\uc218\ub294 \ubcf4\ud1b5 1~7\uc810\uc774\uba70, \uc810\uc218\uac00 \ub192\uc744\uc218\ub85d \uc6d0\ud65c\ud55c \uacbd\ud5d8\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uc7ac\ubbf8\uc788\ub294 \uc0ac\uc2e4\uc740 \uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <a href=\"https:\/\/www.salesforce.com\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\" target=\"_blank\" rel=\"noopener\">CES<\/a>\ub294 2020\ub144\uacfc 2022\ub144 \uc0ac\uc774\uc5d0 <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noopener\">\uac00\uc7a5 \ube60\ub974\uac8c \uc131\uc7a5\ud558\ub294 \uc11c\ube44\uc2a4 KPI<\/a> \uc911 \ud558\ub098\uc600\uc2b5\ub2c8\ub2e4. \uadf8\ub9cc\ud07c \uc911\uc694\ud558\ub2e4\ub294 \ub73b\uc785\ub2c8\ub2e4.<\/p>\n<h3 id=\"4-art\">4. \ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04(ART)<\/h3>\n<p>\ud3c9\uade0 \uc751\ub2f5 \uc2dc\uac04\uc740 \ucd5c\ucd08 \ubb38\uc758\ubd80\ud130 \uace0\uac1d \ubb38\uc758\uc5d0 \uc751\ub2f5\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc744 \uacc4\uc0b0\ud569\ub2c8\ub2e4. \ud3c9\uade0 \uc2dc\uac04\uc774 \ub0ae\uc744\uc218\ub85d \ud6a8\uc728\uc801\uc778 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<h3 id=\"5-aht\">5. \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04(AHT)<\/h3>\n<p>\ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04 \ud56d\ubaa9\uc740 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc744 \uc885\ud569\uc801\uc73c\ub85c \ucc98\ub9ac\ud558\ub294 \ub370 \uac78\ub9ac\ub294 \ud3c9\uade0 \uc2dc\uac04\uc785\ub2c8\ub2e4. \ubb38\uc81c\uac00 \ud574\uacb0\ub418\uae30 \uc804\uc5d0 \uc0c1\ub2f4\uc6d0\uc774 \ud1b5\ud654\ub098 \ucc44\ud305\uc744 \uc11c\ub450\ub974\ub294 \uac83\uc744 \uc6d0\ud558\uc9c0 \uc54a\uae30 \ub54c\ubb38\uc5d0 \uc774 \uce21\uc815 \ud56d\ubaa9\uc740 \ub2e4\uc18c \uae4c\ub2e4\ub86d\uc2b5\ub2c8\ub2e4. \ubaa9\ud45c\ub294 \ud504\ub85c\uc138\uc2a4\ub97c \ucd5c\uc801\ud654\ud558\uc5ec \ud488\uc9c8 \uc800\ud558 \uc5c6\uc774 \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04\uc744 \uc904\uc774\ub294 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h3 id=\"6\">6. \uccab \uc811\ucd09 \ud574\uacb0<\/h3>\n<p>\uccab \ubc88\uc9f8 \ud1b5\ud654 \ud574\uacb0\uc774\ub77c\uace0\ub3c4 \ud558\ub294 \uccab \ubc88\uc9f8 \uc811\ucd09 \ud574\uacb0\uc740 \uccab \ubc88\uc9f8 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \uc131\uacf5\uc801\uc73c\ub85c \ud574\uacb0\ub41c \uace0\uac1d\uc758 \ube44\uc728\uc785\ub2c8\ub2e4.<\/p>\n<h3 id=\"7\">7. \uc0ac\ub840 \ud3b8\ud5a5<\/h3>\n<p>\uace0\uac1d\uc774 <a href=\"https:\/\/www.salesforce.com\/resources\/guides\/self-service-checklist\/\" target=\"_blank\" rel=\"noopener\">\uc140\ud504 \uc11c\ube44\uc2a4 \ub3c4\uad6c<\/a>\ub098 <a href=\"https:\/\/www.salesforce.com\/products\/customer-service-automation\/\" target=\"_blank\" rel=\"noopener\">\uc790\ub3d9\ud654\ub41c \ud504\ub85c\uc138\uc2a4<\/a>\ub97c \ud1b5\ud574 \uc2a4\uc2a4\ub85c \ud574\uacb0\ud55c \uace0\uac1d\uc758 \ubb38\uc81c\ub97c \uce21\uc815\ud558\ub294 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uc0ac\ub840 \ud3b8\ud5a5\uc744 \ucd94\uc801\ud558\ub294 \uc870\uc9c1\uc758 \uc218\ub294 2020\ub144\uacfc 2022\ub144 \uc0ac\uc774\uc5d0 <a href=\"https:\/\/www.salesforce.com\/form\/conf\/service-cloud\/state-of-service\/?leadcreated=true&amp;redirect=true&amp;sfuuid=baf1bf99-70f3-4136-9dc5-6d652658766a&amp;d=70130000000sUVq&amp;nc=7013y000002NsZ8AAK\" target=\"_blank\" rel=\"noopener\">20% \uc99d\uac00\ud558\uc5ec<\/a> \uc624\ub298\ub0a0\uc758 \ube44\uc988\ub2c8\uc2a4\uac00 \uadf8 \uc5b4\ub290 \ub54c\ubcf4\ub2e4 \ud6a8\uc728\uc131\uc744 \uc911\uc694\uc2dc\ud558\uace0 \uc788\uc74c\uc744 \ubcf4\uc5ec\uc90d\ub2c8\ub2e4.<\/p>\n<h3 id=\"8\">8. \uc0c1\ub2f4\uc6d0 \uc0ac\ub840 \uc218<\/h3>\n<p>\uc0c1\ub2f4\uc6d0 \ucf00\uc774\uc2a4 \uc218\ub294 \uc911\uc694\ud558\uace0 \uac04\ub2e8\ud569\ub2c8\ub2e4. \uc774\ub97c \ucd94\uc801\ud558\uba74 \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uacfc\ubd80\ud558\uac00 \uac78\ub838\uc744 \ub54c \ub610\ub294 \ubc18\ub300\ub85c \uc778\ub825\uc774 \ubd80\uc871\ud560 \ub54c\ub97c \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"9-clv\">9. \uace0\uac1d \uc0dd\uc560 \uac00\uce58(CLV)<\/h3>\n<p>\uace0\uac1d \uc0dd\uc560 \uac00\uce58\ub294 \uace0\uac1d\uc774 \ud68c\uc0ac\uc640\uc758 \uc804\uccb4 \uad00\uacc4\ub97c \ud1b5\ud574 \ube44\uc988\ub2c8\uc2a4\uc5d0 \uc81c\uacf5\ud558\ub294 \uac00\uce58\ub97c \ucd94\uc815\ud569\ub2c8\ub2e4. \uc774 \uc815\ubcf4\ub97c \uc54c\uba74 \uae30\uc5c5\uc740 \uace0\uac1d \ud655\ubcf4 \ubc0f \uc720\uc9c0\ub97c \uc704\ud55c \uc804\ub7b5\uc801 \uc758\uc0ac \uacb0\uc815\uc5d0 \ub3c4\uc6c0\uc774 \ub418\uba70, \uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc6d0\uc774 \ucd94\uac00\uc801\uc778 \ub3c4\uc6c0\uc744 \ubc1b\uc744 \uac00\uce58\uac00 \uc788\ub294 \uace0\uac00\uce58 \uace0\uac1d\uc744 \ud30c\uc545\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"10\">10. \uace0\uac1d \uc720\uc9c0\uc728<\/h3>\n<p>\ud2b9\uc815 \uae30\uac04\uc774 \uc2dc\uc791\ub420 \ub54c \ub9c8\uc9c0\ub9c9\uae4c\uc9c0 \uace0\uac1d\uc73c\ub85c \ub0a8\uc544 \uc788\ub294 \uace0\uac1d\uc758 \ube44\uc728\uc785\ub2c8\ub2e4. \uace0\uac1d \uc720\uc9c0\uc728\uc774 \ub192\uc744\uc218\ub85d \ucda9\uc131\ub3c4\uac00 \ub192\ub2e4\ub294 \uac83\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc6d0\uc740 \uc5f4\uc545\ud55c \uc0c1\ud669\uc744 \uac1c\uc120\ud558\uace0 \uace0\uac1d \uc720\uc9c0\uc728\uc5d0 \uae30\uc5ec\ud560 \uc218 \uc788\ub294 \ud798\uc744 \uac00\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<h3 id=\"11\">11. \uac10\uc815 \ubd84\uc11d<\/h3>\n<p>AI\uc758 \uac15\ub825\ud55c \uae30\ub2a5\uc744 \ud1b5\ud574 \uc790\uc5f0\uc5b4 \ucc98\ub9ac(NLP)\ub97c \uc0ac\uc6a9\ud558\uc5ec \uace0\uac1d\uc758 \ud53c\ub4dc\ubc31\uacfc \ub313\uae00\uc744 \ubd84\uc11d\ud558\uc5ec \uc804\ubc18\uc801\uc778 \uac10\uc815(\uae0d\uc815, \ubd80\uc815, \uc911\ub9bd)\uc744 \uce21\uc815\ud558\uace0 \uac1c\uc120\uc774 \ud544\uc694\ud55c \uc601\uc5ed\uc744 \ud30c\uc545\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uad81\uae08\ud55c \uc810\uc740 \uc5b8\uc81c\ub4e0 \ubb38\uc758\uc8fc\uc138\uc694. \uc804\ubb38\uac00\uac00 \ub3c4\uc6c0\uc744 \ub4dc\ub9ac\uaca0\uc2b5\ub2c8\ub2e4.<\/p>\n<p class=\"text-center\"><a class=\"btn btn-lg btn-primary\" href=\"\/kr\/form\/contact\/contactme\/\" target=\"_blank\" rel=\"noopener\">\ubb38\uc758\ud558\uae30<\/a><\/p>\n<p class=\"text-center\">\u00a0<\/p>\n<h2>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc744 \ucd94\uc801\ud558\uba74 \uc5b4\ub5a4 \uc7a5\uc810\uc774 \uc788\ub098\uc694?<\/h2>\n<p>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \uace0\uac1d\uc744 \uc720\uc9c0\ud558\uace0 \ube44\uc6a9\uc744 \uc808\uac10\ud558\uace0\uc790 \ud558\ub294 \ube44\uc988\ub2c8\uc2a4\uc5d0 \ub2e4\uc74c\uacfc \uac19\uc740 \ub9ce\uc740 \uc7a5\uc810\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4.<\/p>\n<ol>\n<li>\n<p>\ubaa9\ud45c\uc5d0 \ub530\ub77c \uce21\uc815\ud560 KPI\ub97c \uacb0\uc815\ud569\ub2c8\ub2e4.<\/p>\n<\/li>\n<li>\n<p>\uc774\ub7ec\ud55c KPI\ub97c \ucd94\uc801\ud558\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub418\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uae30\uc220 \uc194\ub8e8\uc158(\uc608: \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 \uc11c\ube44\uc2a4 \ud074\ub77c\uc6b0\ub4dc\uc6a9 <a href=\"https:\/\/www.salesforce.com\/news\/stories\/service-intelligence-news\/\" target=\"_blank\" rel=\"noopener\">\uc11c\ube44\uc2a4 \uc778\ud154\ub9ac\uc804\uc2a4<\/a>)\uc5d0 \ub300\ud574 \uc54c\uc544\ubcf4\uc138\uc694.<\/p>\n<\/li>\n<li>\n<p>\uae30\uc220 \uc194\ub8e8\uc158\uc744 \uad6c\ud604\ud558\uace0 \uc9c1\uc6d0\uc744 \uad50\uc721\ud558\uc138\uc694.<\/p>\n<\/li>\n<li>\n<p>\ubaa9\ud45c\uc5d0 \ub530\ub77c \uac1c\uc120\uc774 \ud544\uc694\ud55c \ubd80\ubd84\uc744 \ud558\ub098\uc529 \ud574\uacb0\ud574 \ub098\uac00\uc138\uc694.<\/p>\n<\/li>\n<\/ol>\n<p><a href=\"https:\/\/www.salesforce.com\/resources\/articles\/state-of-service-inside-customer-service-trends\/\" target=\"_blank\" rel=\"noopener\">\ucd5c\uadfc \uc870\uc0ac\uc5d0 \ub530\ub974\uba74<\/a> \uace0\uac1d\uc758 48%\uac00 \ub354 \ub098\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc704\ud574 \ube0c\ub79c\ub4dc\ub97c \ubc14\uafbc \uc801\uc774 \uc788\ub2e4\uace0 \ub2f5\ud588\uc73c\uba70, 94%\ub294 \uc88b\uc740 \uace0\uac1d \uc11c\ube44\uc2a4\uac00 \uc7ac\uad6c\ub9e4\ub97c \ud560 \uac00\ub2a5\uc131\uc744 \ub192\uc778\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uc815\ub9d0 \uc774\ubcf4\ub2e4 \ub354 \uc88b\uc740 \uacb0\uacfc\uac00 \uc788\uc744\uae4c\uc694?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\uc138\uc77c\uc988\ud3ec\uc2a4\uac00 \uc0dd\uac01\ud558\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \ube44\uc988\ub2c8\uc2a4\uac00 \uc131\uc7a5\ud560 \uc218 \uc788\ub3c4\ub85d \ub3c4\uc640\uc8fc\ub294 AI \ub3c4\uad6c\uc785\ub2c8\ub2e4. \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc740 \uc815\ub7c9\uc801 \uace0\uac1d \uc11c\ube44\uc2a4 \ub370\uc774\ud130\uc640 \uc815\uc131\uc801 \uc11c\ube44\uc2a4 \ub370\uc774\ud130 \ub4f1 \uad11\ubc94\uc704\ud55c \uc815\ubcf4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uc73c\uba70, \ub530\ub77c\uc11c \ubcf4\ub2e4 \uc138\ubd84\ud654\ub41c \uc218\uc900\uc5d0\uc11c \uce21\uc815\ud560&hellip;<\/p>\n","protected":false},"author":1,"featured_media":396,"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":[],"coauthors":[8],"class_list":["post-397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"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>\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95- \uc138\uc77c\uc988\ud3ec\uc2a4- Salesforce<\/title>\n<meta name=\"description\" content=\"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.\" \/>\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\/customer-service-analytics\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95\" \/>\n<meta property=\"og:description\" content=\"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-11-12T20:22:57+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-27T04:57:28+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce Korea\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce Korea\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/image\/6a2eaeaff1fe89a20af388fa12e0a8d6\"}],\"headline\":\"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95\",\"datePublished\":\"2025-11-12T20:22:57+00:00\",\"dateModified\":\"2025-11-27T04:57:28+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\"},\"wordCount\":47,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\",\"url\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\",\"name\":\"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95- \uc138\uc77c\uc988\ud3ec\uc2a4- Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg\",\"datePublished\":\"2025-11-12T20:22:57+00:00\",\"dateModified\":\"2025-11-27T04:57:28+00:00\",\"author\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/601f410a2801f4ddcf6f00cb182e69d3\"},\"description\":\"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg\",\"width\":1280,\"height\":720},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.salesforce.com\/kr\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/#website\",\"url\":\"https:\/\/www.salesforce.com\/kr\/blog\/\",\"name\":\"Salesforce\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/kr\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/image\/6a2eaeaff1fe89a20af388fa12e0a8d6\",\"name\":\"Salesforce Korea\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g\",\"caption\":\"Salesforce Korea\"},\"url\":\"https:\/\/www.salesforce.com\/kr\/blog\/author\/salesforce\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95- \uc138\uc77c\uc988\ud3ec\uc2a4- Salesforce","description":"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/","og_locale":"en_US","og_type":"article","og_title":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95","og_description":"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.","og_url":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/","og_site_name":"Salesforce","article_published_time":"2025-11-12T20:22:57+00:00","article_modified_time":"2025-11-27T04:57:28+00:00","og_image":[{"width":1280,"height":720,"url":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","type":"image\/jpeg"}],"author":"Salesforce Korea","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Salesforce Korea","Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/image\/6a2eaeaff1fe89a20af388fa12e0a8d6"}],"headline":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95","datePublished":"2025-11-12T20:22:57+00:00","dateModified":"2025-11-27T04:57:28+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/"},"wordCount":47,"commentCount":0,"image":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/","url":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/","name":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95- \uc138\uc77c\uc988\ud3ec\uc2a4- Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","datePublished":"2025-11-12T20:22:57+00:00","dateModified":"2025-11-27T04:57:28+00:00","author":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/601f410a2801f4ddcf6f00cb182e69d3"},"description":"\uc218\ub9ce\uc740 CS \ub370\uc774\ud130 \uc18d\uc5d0\uc11c \uc228\uaca8\uc9c4 \ube44\ud6a8\uc728\uc744 \ucc3e\uc9c0 \ubabb\ud558\uace0 \uc788\ub098\uc694? \uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d \uc194\ub8e8\uc158\uc73c\ub85c \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc81c\uac70\ud558\uace0, \uc131\uacfc\ub97c \ud55c\ub208\uc5d0 \ud30c\uc545\ud560 \uc218 \uc788\ub294 \ub300\uc2dc\ubcf4\ub4dc\ub97c \uad6c\ucd95\ud558\uc138\uc694. \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc774\uace0 \uace0\uac1d \ucda9\uc131\ub3c4\ub294 \ub192\uc774\ub294 \ub370\uc774\ud130 \ud65c\uc6a9 \ub178\ud558\uc6b0\ub97c \uacf5\uac1c\ud569\ub2c8\ub2e4.","breadcrumb":{"@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#primaryimage","url":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","contentUrl":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","width":1280,"height":720},{"@type":"BreadcrumbList","@id":"https:\/\/www.salesforce.com\/kr\/blog\/customer-service-analytics\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.salesforce.com\/kr\/blog\/"},{"@type":"ListItem","position":2,"name":"\uace0\uac1d \uc11c\ube44\uc2a4 \ubd84\uc11d\uc774\ub780 \ubb34\uc5c7\uc778\uac00\uc694? \ub2e4\uc591\ud55c \uc720\ud615\uacfc \ubd84\uc11d \ubc29\ubc95"}]},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/kr\/blog\/#website","url":"https:\/\/www.salesforce.com\/kr\/blog\/","name":"Salesforce","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/kr\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/kr\/blog\/#\/schema\/person\/image\/6a2eaeaff1fe89a20af388fa12e0a8d6","name":"Salesforce Korea","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g23494c9101089ad44ae88ce9d2f56aac","url":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/?s=96&d=mm&r=g","caption":"Salesforce Korea"},"url":"https:\/\/www.salesforce.com\/kr\/blog\/author\/salesforce\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2025\/11\/customer-service-analytics.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/kr\/blog","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/posts\/397","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/comments?post=397"}],"version-history":[{"count":3,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/posts\/397\/revisions"}],"predecessor-version":[{"id":1697,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/posts\/397\/revisions\/1697"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/media\/396"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/media?parent=397"}],"wp:term":[{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/sf_content_type?post=397"},{"taxonomy":"blog","embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/blog?post=397"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/kr\/blog\/wp-json\/wp\/v2\/coauthors?post=397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}