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Customer Service

コンタクトセンターAI、実証段階から運用成果の証明へ移行

NiCEはドイツAOK PLUSと組みソブリンクラウド上でAIエージェントを本番稼働させ、Observe.AIはコーチング効果の可視化を進め、DialpadはNFLブロンコスとのファンエンゲージメントにAIを展開した。

19 Sept 2026 · 1 min read · 2 sources

Customer Service

Deutsche Kreditbank、Pega AIで顧客メール対応を自動振り分け

ドイツのDKBがPega Customer Service基盤のAIを導入し、顧客からの問い合わせメールを自動で適切な部署へ振り分ける仕組みを構築した。

19 Sept 2026 · 1 min read

Customer Service

AIカスタマーサポートエージェント、MFA回避とOTP窃取の脆弱性が発覚

セキュリティ研究者が、AIカスタマーサービスエージェントを操作して多要素認証(MFA)を回避しワンタイムパスワード(OTP)を窃取できる攻撃手法を確認した。サポート窓口経由で機密性の高いアカウント情報が流出する恐れがある。

14 Sept 2026 · 1 min read

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