{"id":5484,"date":"2026-08-24T16:08:16","date_gmt":"2026-08-24T07:08:16","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=5484"},"modified":"2026-08-24T16:08:17","modified_gmt":"2026-08-24T07:08:17","slug":"what-is-aicc","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/kr\/blog\/what-is-aicc\/","title":{"rendered":"AICC\ub780? AI \ucee8\ud0dd\uc13c\ud130 \uac1c\ub150\ubd80\ud130 \ub3c4\uc785\uae4c\uc9c0"},"content":{"rendered":"\n<section class=\"key-takeaways wp-block-salesforce-blog-key-takeaways\" aria-label=\"Key Takeaways\">\n\t<div class=\"wp-block-salesforce-blog-key-takeaways__inner\">\n\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__header\">\n\t\t\t<div class=\"wp-block-salesforce-blog-key-takeaways__title\">\n\t\t\t\t<h2 class=\"wp-block-salesforce-blog-key-takeaways__title-text\">\n\t\t\t\t\tKey Takeaways\t\t\t\t<\/h2>\n\t\t\t<\/div>\n\t\t<\/div>\n\n\t\t<button \n\t\t\tid=\"wp-block-salesforce-blog-key-takeaways-button\"\n\t\t\tclass=\"wp-block-salesforce-blog-key-takeaways__button\"\n\t\t\taria-controls=\"wp-block-salesforce-blog-key-takeaways-content\"\n\t\t\taria-expanded=\"false\"\n\t\t\taria-label=\"\n\t\t\tToggle Key Takeaways content\t\t\t\"\n\t\t>\n\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" fill=\"none\" viewbox=\"0 0 22 22\" aria-hidden=\"true\"><path fill=\"url(#a)\" d=\"M17.401 6.445a1.525 1.525 0 0 1 2.153 0 1.517 1.517 0 0 1 0 2.149l-7.977 7.961a1.526 1.526 0 0 1-2.154 0L1.446 8.594a1.517 1.517 0 0 1 0-2.149 1.524 1.524 0 0 1 2.153 0l6.9 6.886z\" \/><defs><linearGradient id=\"a\" x2=\"10.5\" y2=\"17\" gradientunits=\"userSpaceOnUse\"><stop stop-color=\"#BA01FF\" \/><stop offset=\"1\" stop-color=\"#0250D9\" \/><\/linearGradient><\/defs><\/svg>\n\t\t<\/button>\n\n\t\t\t\t\t<div id=\"wp-block-salesforce-blog-key-takeaways-content\" class=\"wp-block-salesforce-blog-key-takeaways__content\" aria-hidden=\"true\">\n\t\t\t\t\n\n<ul class=\"wp-block-list\">\n<li>AICC\ub294 AI \uc5d0\uc774\uc804\ud2b8\uac00 \uc804\ud654\u00b7\ub514\uc9c0\ud138 \ucc44\ub110\uc758 AI \uc0c1\ub2f4\uc744 \uc790\ub3d9\ud654\ud558\ub294 \ucc28\uc138\ub300 \ucee8\ud0dd\uc13c\ud130\uc785\ub2c8\ub2e4. \uc74c\uc131 \uc751\ub300\uc5d0 \ucd08\uc810\uc744 \ub458 \ub54c\ub294 AI \ucf5c\uc13c\ud130\ub77c\uace0\ub3c4 \ubd80\ub985\ub2c8\ub2e4.<\/li>\n\n\n\n<li>AICC\uc758 \uc131\ud328\ub294 \uac1c\ubcc4 \uae30\ub2a5\ubcf4\ub2e4 \ub370\uc774\ud130\u00b7\ucc44\ub110\u00b7AI\uac00 \ud558\ub098\ub85c \ud1b5\ud569\ub410\ub294\uac00\uc5d0 \uac08\ub9bd\ub2c8\ub2e4. \uc2dc\uc2a4\ud15c\uc774 \ubd84\ub9ac\ub3fc \uc788\uc73c\uba74 AI\ub97c \ub3c4\uc785\ud574\ub3c4 \uc131\uacfc\uac00 \ub098\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/li>\n\n\n\n<li>\uc138\uc77c\uc988\ud3ec\uc2a4 Agentforce Contact Center\ub294 \uc74c\uc131\u00b7\ub514\uc9c0\ud138\ucc44\ub110\u00b7CRM\u00b7AI \uc5d0\uc774\uc804\ud2b8\ub97c \ub124\uc774\ud2f0\ube0c\ub85c \ud1b5\ud569\ud55c CCaaS\ub85c, \ubcf5\uc7a1\ud55c \uc2dc\uc2a4\ud15c \uc5f0\ub3d9 \uc5c6\uc774 \uba87 \uc8fc \ub9cc\uc5d0 \uad6c\ucd95\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<footer class=\"wp-block-salesforce-blog-key-takeaways__footer\">\n\t\t\t\t\tThis summary was created with AI and reviewed by an editor.\t\t\t\t<\/footer>\n\t\t\t\t\t\t<\/div>\n<\/section>\n\n\n\n<h2 id=\"h-aicc\ub780-\ubb34\uc5c7\uc778\uac00\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong>AICC\ub780 \ubb34\uc5c7\uc778\uac00?<\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">AICC(AI Contact Center, AI \ucee8\ud0dd\uc13c\ud130)\ub294 AI \uc5d0\uc774\uc804\ud2b8(<a href=\"https:\/\/www.salesforce.com\/kr\/blog\/what-are-ai-agents\/\">AI Agent<\/a>)\uac00 \uace0\uac1d \ubb38\uc758\ub97c \uc774\ud574\ud558\uace0 \uc2a4\uc2a4\ub85c \ucc98\ub9ac\ud558\ub3c4\ub85d \ub9cc\ub4e0 \ucc28\uc138\ub300 \ucee8\ud0dd\uc13c\ud130\ub97c \ub9d0\ud569\ub2c8\ub2e4. \uc804\ud654(\uc74c\uc131)\uc640 \ucc44\ud305\u00b7\uba54\uc2dc\uc9c0 \uac19\uc740 \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \ud568\uaed8 \ub2e4\ub8e8\uba70, \ubc18\ubcf5\uc801\uc774\uace0 \ub2e8\uc21c\ud55c \ubb38\uc758\ub294 AI \uc0c1\ub2f4\uc73c\ub85c \uba3c\uc800 \ucc98\ub9ac\ud558\uace0 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub9cc \uc0ac\ub78c \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \ub118\uae41\ub2c8\ub2e4. \uc989, AICC\uc758 \ubc14\ud0d5\uc774 \ub418\ub294 \ucee8\ud0dd\uc13c\ud130 AI\ub294 \uc778\uacf5\uc9c0\ub2a5\uc744 \uc0ac\uc6a9\ud574 \uace0\uac1d \uc11c\ube44\uc2a4 \uc6b4\uc601\uc744 \uac04\uc18c\ud654\ud558\uace0, \uc751\ub2f5\uc744 \uc790\ub3d9\ud654\ud558\uba70, \uc0c1\ub2f4\uc6d0\uc744 \uc9c0\uc6d0\ud558\ub294 \uae30\uc220\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">AI \ucf5c\uc13c\ud130\uc640 AICC\ub294 \uc0ac\uc2e4\uc0c1 \uac19\uc740 \ud750\ub984\uc744 \uac00\ub9ac\ud0b5\ub2c8\ub2e4. \uc804\ud1b5\uc801\uc73c\ub85c &#8216;\ucf5c\uc13c\ud130&#8217;\ub294 \uc804\ud654 \uc751\ub300\ub97c, &#8216;\ucee8\ud0dd\uc13c\ud130&#8217;\ub294 \uc804\ud654\uc5d0 \ub354\ud574 \ucc44\ud305\u00b7\uc774\uba54\uc77c\u00b7\uba54\uc2dc\uc9c0\uae4c\uc9c0 \uc544\uc6b0\ub974\ub294 \ud1b5\ud569 \uc751\ub300\ub97c \ub73b\ud574 \uc654\uc2b5\ub2c8\ub2e4. \ucf5c\uc13c\ud130 \uc18c\ud504\ud2b8\uc6e8\uc5b4\uac00 \uc804\ud654\ub85c \uace0\uac1d\uacfc \uc5f0\uacb0\ud558\ub294 \uc804\ud654 \uae30\uc220 \ub3c4\uad6c\ub77c\uba74, \ucee8\ud0dd\uc13c\ud130 \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uc634\ub2c8\ucc44\ub110 \ucc38\uc5ec\u00b7\ub77c\uc6b0\ud305\u00b7\uad00\ub9ac\uc790 \ubaa8\ub2c8\ud130\ub9c1\u00b7\ubd84\uc11d\uae4c\uc9c0 \uc544\uc6b0\ub974\ub294 \ub3c4\uad6c\uc785\ub2c8\ub2e4. \uc5ec\uae30\uc5d0 AI\uac00 \uacb0\ud569\ub41c \uac83\uc774 \uac01\uac01 AI \ucf5c\uc13c\ud130, AICC\uc785\ub2c8\ub2e4. \uc74c\uc131 \uc751\ub300 \uc790\ub3d9\ud654\ub97c \uac15\uc870\ud560 \ub54c\ub294 AI \ucf5c\uc13c\ud130, \uc804 \ucc44\ub110\uc744 \uc544\uc6b0\ub974\ub294 \ud1b5\ud569 \uad00\uc810\uc744 \uac15\uc870\ud560 \ub54c\ub294 AICC\ub77c\ub294 \ud45c\ud604\uc774 \uc8fc\ub85c \uc4f0\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\uc774\ub7f0 \uc194\ub8e8\uc158\uc744 \ud074\ub77c\uc6b0\ub4dc\uc5d0\uc11c \uc11c\ube44\uc2a4\ucc98\ub7fc \uad6c\ub3c5\ud574\uc11c \uc4f0\ub294 \ud615\ud0dc\ub97c CCaaS(Contact Center as a Service)\ub77c\uace0 \ud569\ub2c8\ub2e4. <a href=\"https:\/\/www.salesforce.com\/kr\/service\/contact-center\/\">Agentforce Contact Center<\/a>\uac00 \ubc14\ub85c \uadf8 CCaS\ub85c \uc74c\uc131, \ub514\uc9c0\ud138 \ucc44\ub110, <a href=\"https:\/\/www.salesforce.com\/kr\/crm\/\" data-type=\"link\" data-id=\"https:\/\/www.salesforce.com\/kr\/crm\/\">CRM <\/a>\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\uc138\ud130 \uc194\ub8e8\uc158\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<h2 id=\"h-aicc\uc640-\uae30\uc874-\ucee8\ud0dd\uc13c\ud130\ub294-\ubb34\uc5c7\uc774-\ub2e4\ub97c\uae4c\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong>AICC\uc640 \uae30\uc874 \ucee8\ud0dd\uc13c\ud130\ub294 \ubb34\uc5c7\uc774 \ub2e4\ub97c\uae4c?<\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\ud575\uc2ec \ucc28\uc774\ub294 &#8216;\ub204\uac00 \uc751\ub300\ud558\ub294\uac00&#8217;\uac00 \uc544\ub2c8\ub77c <strong>&#8216;\ub370\uc774\ud130\uc640 \uc2dc\uc2a4\ud15c\uc774 \uc5b4\ub5bb\uac8c \uc5f0\uacb0\ub3fc \uc788\ub294\uac00&#8217;<\/strong>\uc5d0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<figure class=\"wp-block-table is-style-header-highlight\"><table class=\"has-fixed-layout\"><thead><tr><th>\uad6c\ubd84<\/th><th>\uae30\uc874 \ucee8\ud0dd\uc13c\ud130<\/th><th>AICC (\ud1b5\ud569\ud615)<\/th><\/tr><\/thead><tbody><tr><td><strong>1\ucc28 \uc751\ub300<\/strong><\/td><td>\uc0ac\ub78c \uc0c1\ub2f4\uc6d0 \uc911\uc2ec<\/td><td>AI \uc5d0\uc774\uc804\ud2b8\uac00 \uba3c\uc800 \ucc98\ub9ac, \ubcf5\uc7a1\ud55c \ubb38\uc758\ub9cc \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uc804\ub2ec<\/td><\/tr><tr><td><strong>\ub370\uc774\ud130<\/strong><\/td><td>\ucc44\ub110\u00b7\uc2dc\uc2a4\ud15c\ubcc4\ub85c \ubd84\ub9ac(\uc0ac\uc77c\ub85c)<\/td><td>\ubaa8\ub4e0 \uc0c1\ub2f4\uc6d0\u00b7AI\uac00 \ub3d9\uc77c\ud55c \uace0\uac1d \ub370\uc774\ud130\ub97c \uacf5\uc720<\/td><\/tr><tr><td><strong>\uc2dc\uc2a4\ud15c \ud1b5\ud569<\/strong><\/td><td>\ub808\uac70\uc2dc \ub3c4\uad6c\ub97c \uac1c\ubcc4 \uc5f0\ub3d9<\/td><td>\uc74c\uc131\u00b7\ucc44\ub110\u00b7CRM\u00b7AI\uac00 \ud558\ub098\uc758 \ud50c\ub7ab\ud3fc\uc5d0 \ub124\uc774\ud2f0\ube0c \ud1b5\ud569<\/td><\/tr><tr><td><strong>AI-\uc0c1\ub2f4\uc6d0 \uc804\ud658<\/strong><\/td><td>\ub9e5\ub77d\uc774 \ub04a\uaca8 \uace0\uac1d\uc774 \ubc18\ubcf5 \uc124\uba85<\/td><td>\ub300\ud654 \uae30\ub85d\u00b7\ub9e5\ub77d\uc774 \uadf8\ub300\ub85c \uc774\uc5b4\uc9d0<\/td><\/tr><tr><td><strong>\ud655\uc7a5\uc131<\/strong><\/td><td>\uc2dc\uc2a4\ud15c \ucd94\uac00\ub9c8\ub2e4 \uc5f0\ub3d9 \ube44\uc6a9\u00b7\uc2dc\uac04 \uc99d\uac00<\/td><td>\ub2e8\uc77c \ud50c\ub7ab\ud3fc\uc5d0\uc11c \ucc44\ub110\u00b7\uaddc\ubaa8\ub97c \ube60\ub974\uac8c \ud655\uc7a5<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">\uc5ec\ub7ec \ub808\uac70\uc2dc \ub3c4\uad6c\ub97c \uc9dc\uae41\uae30\ud55c \ucee8\ud0dd\uc13c\ud130\ub85c\ub294 AI\uc640 CRM \uc0ac\uc774\uc758 \uac04\uadf9\uc744 \uba54\uc6b0\uae30 \uc5b4\ub835\uc2b5\ub2c8\ub2e4. \uc815\ub9ac\ud558\uba74, \ub370\uc774\ud130\u00b7\uc2dc\uc2a4\ud15c\u00b7AI\ub97c \ub124\uc774\ud2f0\ube0c\ub85c \uc787\ub294 \ud1b5\ud569 \uae30\ubc18\uc774 \uc5c6\uc73c\uba74, AICC\ub97c \ub3c4\uc785\ud574\ub3c4 \ube44\uc6a9 \uc808\uac10\uacfc \uc11c\ube44\uc2a4 \uac1c\uc120\uc774\ub77c\ub294 \ubaa9\ud45c\ub97c \uc774\ub8e8\uae30 \uc5b4\ub835\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\uadf8\ub807\ub2e4\uba74 \uc65c \uc9c0\uae08 \uae30\uc5c5\ub4e4\uc774 AICC\ub85c \ub208\uc744 \ub3cc\ub9ac\uace0 \uc788\uc744\uae4c\uc694?<\/p>\n\n\n\n<h2 id=\"h-\uc65c-\uc9c0\uae08-aicc\uac00-\uc8fc\ubaa9\ubc1b\uc744\uae4c\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong><strong>\uc65c \uc9c0\uae08 AICC\uac00 \uc8fc\ubaa9\ubc1b\uc744\uae4c?<\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\uc9c0\uae08 \uae30\uc5c5\uc758 \ucee8\ud0dd\uc13c\ud130\ub294 \uc0c1\ubc18\ub41c \ub450 \uc694\uad6c\uc5d0 \ub193\uc5ec \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \uac08\uc218\ub85d \ub192\uc544\uc9c0\ub294\ub370, \uc6b4\uc601 \ube44\uc6a9\uc740 \uc904\uc5ec\uc57c \ud569\ub2c8\ub2e4. \uc11c\ube44\uc2a4 \ud488\uc9c8\uacfc \ube44\uc6a9 \ud6a8\uc728\uc744 \ub3d9\uc2dc\uc5d0 \uc7a1\uc544\uc57c \ud558\ub294 \uc0c1\ud669\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ub9ce\uc740 \uae30\uc5c5\uc774 \uc774 \uacfc\uc81c\ub97c AI\ub85c \ud480\ub824 \ud558\uc9c0\ub9cc, \uc815\uc791 \uc131\uacfc\ub85c \uc798 \uc774\uc5b4\uc9c0\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uadf8 \uc6d0\uc778\uc740 \ubd84\ub9ac\ub41c \uc2dc\uc2a4\ud15c(Disconnected systems)\uc5d0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ub370\uc774\ud130\uac00 \ucc44\ub110\uacfc \uc2dc\uc2a4\ud15c\ub9c8\ub2e4 \ud769\uc5b4\uc838 \uc788\ub294 &#8216;\uc0ac\uc77c\ub85c&#8217; \uc0c1\ud0dc\ub77c\uba74, AI \uc5d0\uc774\uc804\ud2b8\ub3c4 \uc0ac\ub78c \uc0c1\ub2f4\uc6d0\ub3c4 \uace0\uac1d\uc758 \uc804\uccb4 \ub9e5\ub77d\uc744 \ubcfc \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. \uac8c\ub2e4\uac00 \uae30\uc874 \ucee8\ud0dd\uc13c\ud130 \ub3c4\uad6c\ub294 CRM\uacfc AI \ud50c\ub7ab\ud3fc\uc744 \uc787\uae30 \uc704\ud574 \ub290\ub9ac\uace0 \ube44\uc6a9\uc774 \ud070 \ub9de\ucda4 \uc5f0\ub3d9\uc5d0 \uc758\uc874\ud569\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\uc815\ub9ac\ud558\uba74, AI \ub3c4\uc785 \uc790\uccb4\uac00 \ubb38\uc81c\uac00 \uc544\ub2c8\ub77c AI\uac00 \ub51b\uace0 \uc124 \ud1b5\ud569\ub41c \ub370\uc774\ud130 \uae30\ubc18\uc774 \uc5c6\ub294 \uac83\uc774 \ubb38\uc81c\uc785\ub2c8\ub2e4.&nbsp;<\/p>\n\n\n\n<h2 id=\"h-\uc88b\uc740-aicc\uc758-\uc870\uac74-4\uac00\uc9c0\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong><strong><strong>\uc88b\uc740 AICC\uc758 \uc870\uac74 4\uac00\uc9c0<\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">AICC \uc194\ub8e8\uc158\uc744 \uac80\ud1a0\ud55c\ub2e4\uba74, \ud654\ub824\ud55c \uae30\ub2a5 \ubaa9\ub85d\ubcf4\ub2e4 \uc544\ub798 \ub124 \uac00\uc9c0 &#8216;\ud1b5\ud569&#8217; \uad00\uc810\uc744 \uba3c\uc800 \ud655\uc778\ud558\ub294 \ud3b8\uc774 \uc88b\uc2b5\ub2c8\ub2e4. \uc55e\uc11c \uc0b4\ud3b4\ubcf8 \ucee8\ud0dd\uc13c\ud130\uc758 \uc2e4\ud328 \uc6d0\uc778\uc744 \ub4a4\uc9d1\uc73c\uba74, \uadf8\ub300\ub85c \uc88b\uc740 AICC\uc758 \uc870\uac74\uc774 \ub429\ub2c8\ub2e4.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>\ub370\uc774\ud130\uac00 \ud558\ub098\ub85c \ud1b5\ud569\ub418\ub294\uac00<\/strong> \u2014 \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\ud574\uc57c \ud569\ub2c8\ub2e4. \uc74c\uc131 \ud1b5\ud654 \uae30\ub85d, \ucc44\ud305, \ubb38\uc790, \uad6c\ub9e4 \uc774\ub825, \ub9c8\ucf00\ud305 \ud65c\ub3d9\uc774 \ud55c\uacf3\uc5d0 \ubaa8\uc5ec\uc57c \uace0\uac1d \ub9e5\ub77d\uc744 \uc81c\ub300\ub85c \uc774\ud574\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>\ub124\uc774\ud2f0\ube0c \ud1b5\ud569\uc778\uac00<\/strong> \u2014 \uc2dc\uc2a4\ud15c\uc744 \uac1c\ubcc4 \uc5f0\ub3d9\ud558\ub294 \ubc29\uc2dd\uc740 \uc2dc\uac04\uacfc \ube44\uc6a9\uc774 \ud07d\ub2c8\ub2e4. \uc74c\uc131\u00b7\ucc44\ub110\u00b7CRM\u00b7AI\uac00 \ucc98\uc74c\ubd80\ud130 \ud558\ub098\uc758 \ud50c\ub7ab\ud3fc \uc704\uc5d0 \uc5b9\ud600 \uc788\uc5b4\uc57c \ubcc4\ub3c4 \ud1b5\ud569 \ud504\ub85c\uc81d\ud2b8 \uc5c6\uc774 \ube60\ub974\uac8c \uad6c\ucd95\ub429\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>AI\uc5d0\uc11c \uc0c1\ub2f4\uc6d0\uc73c\ub85c\uc758 \uc804\ud658\uc774 \ub9e4\ub044\ub7ec\uc6b4\uac00<\/strong> \u2014 AI\uac00 \ucc98\ub9ac\ud558\uae30 \uc5b4\ub824\uc6b4 \ubb38\uc758\ub97c \uc0ac\ub78c\uc5d0\uac8c \ub118\uae38 \ub54c, \ub300\ud654 \uae30\ub85d\uacfc \uace0\uac1d \ub9e5\ub77d\uc774 \uadf8\ub300\ub85c \uc774\uc5b4\uc838\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub798\uc57c \uace0\uac1d\uc774 \uac19\uc740 \ub0b4\uc6a9\uc744 \ubc18\ubcf5 \uc124\uba85\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>\uc74c\uc131 \ub370\uc774\ud130\uac00 CRM\uacfc \uc5f0\uacb0\ub418\ub294\uac00<\/strong> \u2014 \uc804\ud654 \uc0c1\ub2f4 \ub0b4\uc6a9\uc774 \uc2e4\uc2dc\uac04\uc73c\ub85c \ubd84\uc11d\ub3fc \uace0\uac1d \uae30\ub85d\uc5d0 \ubc18\uc601\ub3fc\uc57c \ud569\ub2c8\ub2e4. AI \ucf5c\uc13c\ud130\uc758 \uc9c4\uc9dc \uac00\uce58\ub294 \ud758\ub824\ubcf4\ub0b4\ub358 \uc74c\uc131 \ub370\uc774\ud130\ub97c \uc790\uc0b0\uc73c\ub85c \ubc14\uafb8\ub294 \ub370 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ol>\n\n\n\n<h2 id=\"h-\uc138\uc77c\uc988\ud3ec\uc2a4-agentforce-contact-center-\ud1b5\ud569\ud615-aicc\uc758-\uc2e4\uc81c\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong><strong><strong><strong>\uc138\uc77c\uc988\ud3ec\uc2a4 Agentforce Contact Center: \ud1b5\ud569\ud615 AICC\uc758 \uc2e4\uc81c<\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\uc138\uc77c\uc988\ud3ec\uc2a4\ub294 2026\ub144 3\uc6d4, \uc74c\uc131\u00b7\ub514\uc9c0\ud138 \ucc44\ub110\u00b7CRM \ub370\uc774\ud130\u00b7AI \uc5d0\uc774\uc804\ud2b8\ub97c \ud558\ub098\uc758 \uc2dc\uc2a4\ud15c\uc5d0 \ub124\uc774\ud2f0\ube0c\ub85c \ud1b5\ud569\ud55c AICC \uc194\ub8e8\uc158 <strong>Agentforce Contact Center<\/strong>\ub97c \uacf5\uac1c\ud588\uc2b5\ub2c8\ub2e4. \uc138\uc77c\uc988\ud3ec\uc2a4\uc758 \ud1b5\ud569 \ud50c\ub7ab\ud3fc \uc704\uc5d0 \uad6c\ucd95\ub3fc, \ube44\uc6a9\uacfc \uc2dc\uac04\uc774 \ub9ce\uc774 \ub4dc\ub294 \uc2dc\uc2a4\ud15c\u00b7\ub370\uc774\ud130 \ud1b5\ud569 \uacfc\uc815 \uc5c6\uc774 \ube60\ub974\uac8c \ub3c4\uc785\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc55e\uc11c \uc815\ub9ac\ud55c &#8216;\uc88b\uc740 AICC\uc758 \uc870\uac74 4\uac00\uc9c0&#8217;\uac00 \uc2e4\uc81c\ub85c \uc5b4\ub5bb\uac8c \uad6c\ud604\ub418\ub294\uc9c0, \ub124 \uac00\uc9c0 \ucd95\uc73c\ub85c \uc0b4\ud3b4\ubcf4\uaca0\uc2b5\ub2c8\ub2e4<\/p>\n\n\n\n<h3 id=\"h-\ubaa8\ub4e0-\ucc44\ub110\uc744-\uc544\uc6b0\ub974\ub294-\uc2a4\ub9c8\ud2b8-\uc0c1\ub2f4\uc6d0\" class=\"wp-block-heading\">\ubaa8\ub4e0 \ucc44\ub110\uc744 \uc544\uc6b0\ub974\ub294 \uc2a4\ub9c8\ud2b8 \uc0c1\ub2f4\uc6d0<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/www.salesforce.com\/kr\/agentforce\/\">Agentforce<\/a>\uc758 AI \uc5d0\uc774\uc804\ud2b8\ub294 \uc601\uc5c5\u00b7\ub9c8\ucf00\ud305\ubd80\ud130 \uc11c\ube44\uc2a4\uae4c\uc9c0 \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc744 \uc774\ud574\ud569\ub2c8\ub2e4. \uadf8\ub798\uc11c \uace0\uac1d\uc774 \ub9d0\ud558\uae30 \uc804\uc5d0 \ubb34\uc5c7\uc774 \ud544\uc694\ud55c\uc9c0 \uba3c\uc800 \uc555\ub2c8\ub2e4. \ud56d\uacf5\uad8c \uc7ac\uc608\uc57d\uc774\ub098 \uccad\uad6c \uc8fc\uae30 \ubcc0\uacbd \uac19\uc740 \uc791\uc5c5\uc744 \uace0\uac1d\uc744 \ub300\uc2e0\ud574 \ucc98\ub9ac\ud569\ub2c8\ub2e4. \uc0ac\ub78c \uc0c1\ub2f4\uc6d0\uacfc AI \uc0c1\ub2f4\uc6d0\uc774 \uac19\uc740 CRM \uc548\uc5d0\uc11c \ud568\uaed8 \uc77c\ud558\ubbc0\ub85c, \uc591\ucabd \ubaa8\ub450 \uace0\uac1d \uc5ec\uc815\uc758 \uc804\uccb4 \uadf8\ub9bc\uc744 \uacf5\uc720\ud569\ub2c8\ub2e4. \uc774\ub7f0 \uc751\ub300\ub294 &#8216;\uc140\ud504 \uc11c\ube44\uc2a4 AI \uc5d0\uc774\uc804\ud2b8&#8217;\uc640 &#8216;\uc634\ub2c8\ucc44\ub110 \uac1c\uc778\ud654&#8217; \uae30\ub2a5\uc73c\ub85c \uad6c\ud604\ub429\ub2c8\ub2e4.<\/p>\n\n\n\n<h3 id=\"h-\ub9e4\ub044\ub7ec\uc6b4-ai-\uc0c1\ub2f4\uc6d0-\ud578\ub4dc\uc624\ud504\" class=\"wp-block-heading\">\ub9e4\ub044\ub7ec\uc6b4 AI \u2192 \uc0c1\ub2f4\uc6d0 \ud578\ub4dc\uc624\ud504<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">AI\uac00 \ucc98\ub9ac\ud558\uae30\uc5d0 \uc5b4\ub824\uc6b4 \ubcf5\uc7a1\ud55c \ubb38\uc758\ub294 \uc0ac\ub78c \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \ub118\uc5b4\uac11\ub2c8\ub2e4. &#8216;\uc9c0\ub2a5\ud615 \ud578\ub4dc\uc624\ud504&#8217;\ub77c \ubd88\ub9ac\ub294 \ubc29\uc2dd\uc73c\ub85c, \uc9c0\ub2a5\ud615 \ub77c\uc6b0\ud305\uacfc \uc804\uccb4 \uace0\uac1d \uc774\ub825\uc744 \uacb0\ud569\ud574 \uc0ac\ub840\ub97c \uc790\ub3d9\uc73c\ub85c \uc804\ub2ec\ud569\ub2c8\ub2e4. \ubaa8\ub4e0 \ucc44\ub110\uc774 \uc601\uc5c5\u00b7\uc11c\ube44\uc2a4\u00b7\ub9c8\ucf00\ud305 \ub370\uc774\ud130\uc5d0 \ub124\uc774\ud2f0\ube0c\ub85c \uc5f0\uacb0\ub3fc \uc788\uc5b4, \uc0c1\ub2f4\uc6d0\uc740 \uc804\uccb4 \ub300\ud654 \uae30\ub85d\uacfc \uace0\uac1d \uc774\ub825\uc744 \uc989\uc2dc \ub118\uaca8\ubc1b\uc2b5\ub2c8\ub2e4. AI\uac00 \uba48\ucd98 \ubc14\ub85c \uadf8 \uc9c0\uc810\ubd80\ud130 \uc751\ub300\ub97c \uc774\uc5b4\uac00\ubbc0\ub85c, \uace0\uac1d\uc740 \uac19\uc740 \ub0b4\uc6a9\uc744 \ub2e4\uc2dc \uc124\uba85\ud560 \ud544\uc694\uac00 \uc5c6\uc2b5\ub2c8\ub2e4. \uc774\ub7f0 \ubc29\uc2dd\uc73c\ub85c \ub9e5\ub77d \ub2e8\uc808\uacfc \ub3c4\uad6c \uc804\ud658, \ub370\uc774\ud130 \uc0ac\uc77c\ub85c\ub97c \uc5c6\uc560\uba74 \ucd5c\ucd08 \ubb38\uc81c \ud574\uacb0\ub960(First-touch resolution) \uc99d\uac00, \ud3c9\uade0 \ucc98\ub9ac \uc2dc\uac04(Average handle time) \ub2e8\ucd95, \uace0\uac1d \ub9cc\uc871\ub3c4 \ud5a5\uc0c1 \uac19\uc740 \uc131\uacfc\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\uc2b5\ub2c8\ub2e4<\/p>\n\n\n\n<h3 id=\"h-\uc74c\uc131-\ub370\uc774\ud130\uc758-\uac00\uce58-\uc2e4\ud604\" class=\"wp-block-heading\">\uc74c\uc131 \ub370\uc774\ud130\uc758 \uac00\uce58 \uc2e4\ud604<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Agentforce Contact Center\ub294 \uc74c\uc131\uc744 CRM\uc5d0 \ub124\uc774\ud2f0\ube0c\ub85c \uacb0\ud569\ud574, \ub9d0\ub85c \uc624\uac04 \ub300\ud654\uc640 \uace0\uac1d \uae30\ub85d \uc0ac\uc774\uc758 \uac04\uadf9\uc744 \uc790\ub3d9\uc73c\ub85c \uba54\uc6c1\ub2c8\ub2e4. \ub300\ud654\uc758 \ubbf8\ubb18\ud55c \ub258\uc559\uc2a4\uae4c\uc9c0 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc7a1\uc544\ub0b4\uace0, \uc774\ub807\uac8c \uc313\uc778 \uc74c\uc131 \ub370\uc774\ud130\ub97c \ubc18\ubcf5 \ud559\uc2b5\uc5d0 \ud65c\uc6a9\ud574 AI\uc758 \uc815\ud655\ub3c4\ub97c \ub04c\uc5b4\uc62c\ub9bd\ub2c8\ub2e4. \uad00\ub9ac\uc790\ub294 \uc774\ub97c \ud1b5\ud574 \uace0\uac1d \uac10\uc815(Sentiment)\uc5d0 \ub300\ud55c \uc644\uc804\ud55c \uac00\uc2dc\uc131\uc744 \uc5bb\uc2b5\ub2c8\ub2e4. \uc774 \uacfc\uc815\uc740 &#8216;\uace0\uac1d \uac10\uc815 \uc778\uc0ac\uc774\ud2b8&#8217; \uae30\ub2a5\uc73c\ub85c \uad6c\ud604\ub418\uc5b4, \uc0c1\ub2f4\uc774 \uc624\uac00\ub294 \uc21c\uac04\uc758 \uac10\uc815\uacfc \ubc18\uc751\uc744 \uace7\ubc14\ub85c \ud65c\uc6a9\ud560 \uc218 \uc788\ub294 \uc778\uc0ac\uc774\ud2b8\ub85c \ubc14\uafd4\uc90d\ub2c8\ub2e4. \ud758\ub824\ubcf4\ub0b4\ub358 \ud1b5\ud654 \ub0b4\uc6a9\uc744 \ubd84\uc11d \uac00\ub2a5\ud55c \ub370\uc774\ud130\ub85c \ubc14\uafb8\ub294 \uac83 \u2014 \uc774\uac83\uc774 AICC\uac00 \uae30\uc874 \ucf5c\uc13c\ud130\uc640 \uac08\ub77c\uc9c0\ub294 \uc9c0\uc810\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<h3 id=\"h-\ubaa8\ub450\ub97c-\uc704\ud55c-\ub2e8\uc77c-\uc6cc\ud06c\uc2a4\ud398\uc774\uc2a4\" class=\"wp-block-heading\">\ubaa8\ub450\ub97c \uc704\ud55c \ub2e8\uc77c \uc6cc\ud06c\uc2a4\ud398\uc774\uc2a4<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">\ucee8\ud0dd\uc13c\ud130 \ud300 \uc804\uccb4\uac00 \ud558\ub098\uc758 \ud654\uba74\uc5d0\uc11c \uc77c\ud558\uace0, \uad00\ub9ac\uc790\ub294 \ub2e8\uc77c \ub300\uc2dc\ubcf4\ub4dc\uc5d0\uc11c \uc804\uccb4 \uc6b4\uc601\uc744 \uad00\ub9ac\ud569\ub2c8\ub2e4. \uc5d0\uc774\uc804\ud2b8\ub97c \ud55c \ubc88 \ub9cc\ub4e4\uba74 \uc74c\uc131\uc744 \ud3ec\ud568\ud55c \ubaa8\ub4e0 \ucc44\ub110\uc5d0 \ubc30\ud3ec\ud560 \uc218 \uc788\uc5b4, AI \ub3c4\uc785 \uc18d\ub3c4\ub97c \ub192\uc774\uba74\uc11c\ub3c4 AI \ud300\uacfc \uc0ac\ub78c \ud300\uc5d0 \uc77c\uad00\ub41c \ub77c\uc6b0\ud305 \uaddc\uce59\uc744 \uc720\uc9c0\ud569\ub2c8\ub2e4. \uc774\ub294 \ubaa8\ub4e0 \ucc44\ub110\uc758 \uc0ac\ub840\ub97c \ud55c \ud654\uba74\uc5d0\uc11c \ub2e4\ub8e8\ub294 &#8216;\uc5f0\uacb0\ub41c \uc0ac\ub840 \uad00\ub9ac&#8217;\uc640, \uc0ac\ub78c\u00b7AI \uc131\uacfc\ub97c \uc2e4\uc2dc\uac04\uc73c\ub85c \ubcf4\ub294 &#8216;\uc2e4\uc2dc\uac04 \uad00\ub9ac\uc790 \ub3c4\uad6c&#8217;\ub85c \ub4b7\ubc1b\uce68\ud569\ub2c8\ub2e4.<\/p>\n\n\n\n<h2 id=\"h-aicc-\uc5b4\ub5a4-\uae30\uc5c5\ub4e4\uc774-\ub3c4\uc785\ud558\uace0-\uc788\uc744\uae4c\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong><strong><strong><strong><strong>AICC, \uc5b4\ub5a4 \uae30\uc5c5\ub4e4\uc774 \ub3c4\uc785\ud558\uace0 \uc788\uc744\uae4c?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\uc774\ubbf8 \ub2e4\uc591\ud55c \uc0b0\uc5c5\uc758 \uae30\uc5c5\ub4e4\uc774 Agentforce Contact Center \ub3c4\uc785\uc744 \uc2dc\uc791\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>\uc11c\ubc88\ud2b8 \uc2dc\uc2a4\ud15c\uc2a4(Savant Systems)<\/strong> \u2014 \ubbf8\uad6d \uc2a4\ub9c8\ud2b8\ud648 \uae30\uc5c5. \uace0\uac1d \ud2b9\uc131\uc5d0 \ub9de\ub294 \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\uc2b5\ub2c8\ub2e4. &#8220;\ub7ed\uc154\ub9ac \ud648 \uc124\uce58 \uae30\uc0ac\ub4e0 DIY \uc2a4\ub9c8\ud2b8\ud648 \uc560\ud638\uac00\ub4e0, \uac01 \uc0c1\ud638\uc791\uc6a9\uc5d0 \ub9de\ub294 \uc815\ubcf4\ub97c \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \uc81c\uacf5\ud574 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \ud504\ub9ac\ubbf8\uc5c4 \uc11c\ube44\uc2a4\ub97c \ubcf4\uc7a5\ud55c\ub2e4&#8221;\uace0 \ubc1d\ud614\uc2b5\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>\ud37c\uac70\uc2a8(Ferguson)<\/strong> \u2014 \ubbf8\uad6d \ubc30\uad00 \uc6a9\ud488 \uc720\ud1b5 \uae30\uc5c5. \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 \ub3c4\uc785\ud588\uc2b5\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>\ucef4\ud37c\uc2a4 \uc6cc\ud0b9 \uce90\ud53c\ud138(Compass Working Capital)<\/strong> \u2014 \ub4f1\ub85d \uc808\ucc28\ub97c \uac04\uc18c\ud654\ud558\uace0 \ub370\uc774\ud130\ub97c \ud1b5\ud569\ud558\uba70 \ud300\uc5d0 AI \uae30\ubc18 \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud558\uba74\uc11c\ub3c4, \uc800\uc18c\ub4dd \uac00\uc815\uacfc\uc758 \uae34\ubc00\ud55c \uad00\uacc4\ub97c \uc720\uc9c0\ud558\ub294 \ub370 \ud65c\uc6a9\ud569\ub2c8\ub2e4.<\/li>\n\n\n\n<li><strong>PAM \ud638\ud154\uc2a4(PAM Hotels)<\/strong> \u2014 \uc608\uc57d \ubb38\uc758\ubd80\ud130 \uc219\ubc15 \ud6c4 \uc9c0\uc6d0\uae4c\uc9c0 \ubaa8\ub4e0 \uc811\uc810\uc5d0\uc11c \ub9e4\ub044\ub7ec\uc6b4 \uac1c\uc778\ud654 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\uae30 \uc704\ud574 \ub2e8\uc77c \ud50c\ub7ab\ud3fc\uacfc \ub514\uc9c0\ud138 \ucc44\ub110, AI \uc790\ub3d9\ud654\ub97c \uacb0\ud569\ud569\ub2c8\ub2e4.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">\uc138\uc77c\uc988\ud3ec\uc2a4\uc5d0\uc11c Agentforce Service \ubd80\ubb38\uc744 \ucd1d\uad04\ud558\ub294 \ud0a4\uc0e8 \uccb4\ud0c4(Kishan Chetan) EVP \uacb8 GM\uc740 &#8220;\uc74c\uc131, AI, CRM\uc744 \ud558\ub098\uc758 &#8216;\uc11c\ube44\uc2a4 \uc2e0\uacbd\uacc4(service nervous system)&#8217;\ub85c \ub2e4\ub8f8\uc73c\ub85c\uc368, \uc0ac\ub78c\uacfc AI \ud300\uc774 \ubaa8\ub4e0 \uc0c1\ud638\uc791\uc6a9\uc744 \uc2e4\uc9c8\uc801\uc778 \ubb38\uc81c \ud574\uacb0\ub85c \ubc14\uafb8\ub294 \ub370 \ud544\uc694\ud55c \uacf5\ud1b5\uc758 \ub9e5\ub77d\uc744 \uac16\uac8c \ub41c\ub2e4&#8221;\uace0 \ub9d0\ud588\uc2b5\ub2c8\ub2e4. \uc774\uc5b4 &#8220;\uc9c0\ub09c \uac00\uc744 <a href=\"https:\/\/www.salesforce.com\/kr\/agentforce\/voice\/\">Agentforce Voice<\/a> \ucd9c\uc2dc\uc5d0 \uc774\uc5b4, \uc774\uc81c \uc9c4\uc815\ud55c \uc758\ubbf8\uc758 \uccab \uc5d0\uc774\uc804\ud2f1 \ucee8\ud0dd\uc13c\ud130\ub97c \ub9cc\ub4e4\uc5c8\ub2e4&#8221;\uace0 \ub367\ubd99\uc600\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\uc138\uc77c\uc988\ud3ec\uc2a4 \ucf54\ub9ac\uc544 \ubc15\uc138\uc9c4 \ub300\ud45c\ub294 \ud55c\uad6d \uc2dc\uc7a5\uc758 \ub9e5\ub77d\uc744 \uc9da\uc5c8\uc2b5\ub2c8\ub2e4. &#8220;\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&#8221;\ub77c\uba70 &#8220;Agentforce Contact Center\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&#8221;\uace0 \uac15\uc870\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<h2 id=\"h-aicc-\uc5b4\ub514\uc11c\ubd80\ud130-\uc2dc\uc791\ud560\uae4c\" class=\"wp-block-heading has-background\" style=\"background:linear-gradient(135deg,rgb(0,179,255) 1%,rgb(144,208,254) 31%,rgb(234,245,254) 64%,rgb(254,240,243) 82%)\"><strong><strong><strong><strong><strong><strong><strong>AICC, \uc5b4\ub514\uc11c\ubd80\ud130 \uc2dc\uc791\ud560\uae4c?<\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/strong><\/h2>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;6a8dabaa87859&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"6a8dabaa87859\" class=\"wp-block-image size-large wp-lightbox-container\"><img loading=\"lazy\" decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on--pointerdown=\"actions.preloadImage\" data-wp-on--pointerenter=\"actions.preloadImageWithDelay\" data-wp-on--pointerleave=\"actions.cancelPreload\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" height=\"584\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=1024\" alt=\"AICC \uad6c\ucd95\uc744 \uc704\ud55c \uc804\ud654\ubc88\ud638 \uc124\uc815\uacfc AI \uc0c1\ub2f4 \ub77c\uc6b0\ud305 \ud50c\ub85c\uc6b0\ub97c \ubcf4\uc5ec\uc8fc\ub294 Salesforce \uc124\uc815 \ud654\uba74\" class=\"wp-image-5574\" srcset=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png 1999w, https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=300&amp;h=171 300w, https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=768&amp;h=438 768w, https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=1024&amp;h=584 1024w, https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=1536&amp;h=877 1536w, https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/uploads\/sites\/31\/2026\/08\/Salesforce-administrator-view.png?w=150&amp;h=86 150w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\tdata-wp-bind--aria-label=\"state.thisImage.triggerButtonAriaLabel\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.thisImage.buttonRight\"\n\t\t\tdata-wp-style--top=\"state.thisImage.buttonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\">AICC \ub3c4\uc785\uc774\ub77c\uace0 \ud558\uba74 \ub300\uaddc\ubaa8 \uc2dc\uc2a4\ud15c \uad50\uccb4\ubd80\ud130 \ub5a0\uc62c\ub9ac\uae30 \uc27d\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uc2e4\uc81c\ub85c\ub294 &#8220;\uc791\uac8c \uc2dc\uc791\ud574 \ub611\ub611\ud558\uac8c \ud655\uc7a5\ud558\ub294(Start small and scale smart)&#8221; \ubc29\uc2dd\uc774 \ud6a8\uacfc\uc801\uc785\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\uc18c\uc218\uc758 \uc0c1\ub2f4\uc6d0\uc774\ub098 \ub2e8\uc77c \ucc44\ub110\ubd80\ud130 <a href=\"https:\/\/www.salesforce.com\/kr\/service\/call-center-integration\/\">\ud1b5\ud569<\/a>\ud574 \ubcf4\uace0, \uc131\uacfc\ub97c \ud655\uc778\ud558\uba70 \ubc94\uc704\ub97c \ub113\ud600\uac00\ub294 \uac83\uc774\uc8e0. \uc804\ud654\ubc88\ud638 \uc124\uc815\ucc98\ub7fc \uba70\uce60\uc774 \uac78\ub9b4 \uac83 \uac19\uc740 \uc791\uc5c5\ub3c4 \uc2e4\uc81c\ub85c\ub294 \uba87 \ubd84\uc774\uba74 \ub05d\ub0a9\ub2c8\ub2e4. \ub124\uc774\ud2f0\ube0c\ub85c \ud1b5\ud569\ub41c \ud50c\ub7ab\ud3fc\uc5d0\uc11c\ub294 \ubcc4\ub3c4\uc758 \ub370\uc774\ud130 \uc5f0\ub3d9 \uc5c6\uc774 \uc2dc\uc791\ud560 \uc218 \uc788\uc5b4, \uba87 \ub2ec\uc774 \uc544\ub2c8\ub77c \uba87 \uc8fc \ub9cc\uc5d0 AI \uc6b0\uc120 \uc11c\ube44\uc2a4\ub97c \uac16\ucd9c \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\ub3c4\uc785\uc744 \ub3d5\ub294 \ud30c\ud2b8\ub108 \uc0dd\ud0dc\uacc4\ub3c4 \ub113\uc2b5\ub2c8\ub2e4. \uc561\uc13c\uce04\uc5b4(NeuraFlash \ud3ec\ud568), \ub51c\ub85c\uc774\ud2b8 \ub514\uc9c0\ud138, IBM \ucee8\uc124\ud305, PwC \uac19\uc740 \uc2dc\uc2a4\ud15c \ud1b5\ud569 \ud30c\ud2b8\ub108\uac00 \uc788\uc73c\uba70, \uc138\uc77c\uc988\ud3ec AppExchange\ub97c \ud1b5\ud574 \uae30\uc874 \uc804\ud654 \uc2dc\uc2a4\ud15c\uacfc\uc758 \uc5f0\ub3d9\ub3c4 \uc120\ud0dd\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n\n\n\n<div class=\"layout-eleven wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong><strong>Agentforce Contact Center<\/strong><\/strong>: CRM\uacfc AI \uc5d0\uc774\uc804\ud2b8\uac00 \ud1b5\ud569\ub41c \uc0c1\ub2f4\uc13c\ud130 \uc2e4\uc81c \ubaa8\uc2b5\uc744 \uc9c1\uc811 \ud655\uc778\ud558\uc138\uc694.<\/h2>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/kr\/service\/demos\/contact-center-demo\/?d=pb\">\ub370\ubaa8 \ubcf4\uae30<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-eleven.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration-left\" src=\"https:\/\/www.salesforce.com\/kr\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-left-layout-eleven.png\" alt=\"\">\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 id=\"h-\uc790\uc8fc-\ubb3b\ub294-\uc9c8\ubb38-faqs\" class=\"wp-block-heading\">\uc790\uc8fc \ubb3b\ub294 \uc9c8\ubb38 (FAQs)<\/h2>\n\n\n<div class=\"accordion \">\n\t\n\n<button class=\"accordion-header\" type=\"button\">AICC \ub73b\uc740 \ubb34\uc5c7\uc778\uac00\uc694?<\/button>\n<div class=\"accordion-content\">\n\t\n\n<p class=\"wp-block-paragraph\">AICC\ub294 AI Contact Center\uc758 \uc57d\uc790\ub85c, AI \uc5d0\uc774\uc804\ud2b8\uac00 \uace0\uac1d \ubb38\uc758\ub97c \uc774\ud574\ud558\uace0 \uc2a4\uc2a4\ub85c \uc751\ub300\u00b7\ucc98\ub9ac\ud558\ub294 \ucc28\uc138\ub300 \ucee8\ud0dd\uc13c\ud130\ub97c \ub73b\ud569\ub2c8\ub2e4. \uc804\ud654(\uc74c\uc131)\uc640 \ucc44\ud305\u00b7\uba54\uc2dc\uc9c0 \uac19\uc740 \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \ud568\uaed8 \ub2e4\ub8e8\uba70, \ub2e8\uc21c \ubb38\uc758\ub294 AI\uac00 \uba3c\uc800 \ucc98\ub9ac\ud558\uace0 \ubcf5\uc7a1\ud55c \ubb38\uc81c\ub9cc \uc0ac\ub78c \uc0c1\ub2f4\uc6d0\uc5d0\uac8c \ub118\uae30\ub294 \ubc29\uc2dd\uc73c\ub85c \uc6b4\uc601\ub429\ub2c8\ub2e4.<\/p>\n\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">AI \ucf5c\uc13c\ud130\uc640 AICC\ub294 \uac19\uc740 \uac74\uac00\uc694?<\/button>\n<div class=\"accordion-content\">\n\t\n\n<p class=\"wp-block-paragraph\">\uac70\uc758 \uac19\uc740 \uac1c\ub150\uc744 \uac00\ub9ac\ud0a4\ub418 \uac15\uc870\uc810\uc774 \ub2e4\ub985\ub2c8\ub2e4. \ucf5c\uc13c\ud130 \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 &#8216;\uc804\ud654\ub85c \uace0\uac1d\uacfc \uc5f0\uacb0\ud558\ub294 \uc804\ud654 \uae30\uc220 \ub3c4\uad6c&#8217;\ub85c, \ucee8\ud0dd\uc13c\ud130 \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uc634\ub2c8\ucc44\ub110 \ucc38\uc5ec\u00b7\ub77c\uc6b0\ud305\u00b7\ubd84\uc11d\uae4c\uc9c0 \ud3ec\ud568\ud569\ub2c8\ub2e4. \uc989 AI \ucf5c\uc13c\ud130\ub294 \uc8fc\ub85c \uc804\ud654(\uc74c\uc131) \uc751\ub300 \uc790\ub3d9\ud654\uc5d0, AICC(AI \ucee8\ud0dd\uc13c\ud130)\ub294 \uc804\ud654\u00b7\ucc44\ud305\u00b7\uba54\uc2dc\uc9c0 \ub4f1 \uc804 \ucc44\ub110\uc744 \uc544\uc6b0\ub974\ub294 \ud1b5\ud569 \uc751\ub300\uc5d0 \ubb34\uac8c\ub97c \ub461\ub2c8\ub2e4. \ucd5c\uadfc\uc5d0\ub294 \uc74c\uc131\uacfc \ub514\uc9c0\ud138 \ucc44\ub110\uc774 \ud55c \ud50c\ub7ab\ud3fc\uc5d0\uc11c \ud1b5\ud569\ub418\ub294 \ud750\ub984\uc774\ub77c, \ub450 \ud45c\ud604\uc774 \uc0ac\uc2e4\uc0c1 \uac19\uc740 \ub9e5\ub77d\uc5d0\uc11c \uc4f0\uc785\ub2c8\ub2e4.<\/p>\n\n<\/div>\n\n\n\n<button class=\"accordion-header\" type=\"button\">CRM\uacfc \ucee8\ud0dd\uc13c\ud130(AICC) \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uc5b4\ub5bb\uac8c \ub2e4\ub978\uac00\uc694?<\/button>\n<div class=\"accordion-content\">\n\t\n\n<p class=\"wp-block-paragraph\">CRM(\uace0\uac1d \uad00\uacc4 \uad00\ub9ac)\uc740 \uc5ec\ub7ec \ubd80\uc11c\uc5d0 \uac78\uccd0 \uace0\uac1d\uacfc\uc758 \uad00\uacc4\ub97c \uc720\uc9c0\ud558\uba70 \ube44\uc988\ub2c8\uc2a4\ub97c \ud6a8\uc728\uc801\uc73c\ub85c \uc6b4\uc601\ud558\ub3c4\ub85d \ub3d5\ub294 \uc2dc\uc2a4\ud15c\uc774\uace0, \ucee8\ud0dd\uc13c\ud130 \uc18c\ud504\ud2b8\uc6e8\uc5b4\ub294 \uace0\uac1d \uc9c0\uc6d0 \uc694\uad6c\ub97c \uad00\ub9ac\ud558\ub294 \uc2e4\uc2dc\uac04 \uc18c\ud1b5 \ucc44\ub110\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc774 \ub458\uc740 \uc6d0\ud65c\ud558\uac8c \ud1b5\ud569\ub429\ub2c8\ub2e4. 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