{"id":22762,"date":"2025-10-22T13:07:08","date_gmt":"2025-10-22T13:07:08","guid":{"rendered":"https:\/\/itbusinesstoday.com\/?p=22762"},"modified":"2025-10-22T13:07:08","modified_gmt":"2025-10-22T13:07:08","slug":"emotion-ai-in-cx-the-new-rules-of-customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/itbusinesstoday.com\/ja\/martech\/emotion-ai-in-cx-the-new-rules-of-customer-journey-mapping\/","title":{"rendered":"CX\u306b\u304a\u3051\u308b\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\uff1a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u65b0\u30eb\u30fc\u30eb"},"content":{"rendered":"

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\u3053\u3053\u3067\u3001Emotion AI\u304c\u3059\u3079\u3066\u3092\u5909\u3048\u307e\u3059\u3002\u611f\u60c5\u30b3\u30f3\u30d4\u30e5\u30fc\u30c6\u30a3\u30f3\u30b0\u3068\u3082\u547c\u3070\u308c AI<\/a> \u69d8\u3005\u306a\u4fe1\u53f7\u3092\u901a\u3057\u3066\u4eba\u9593\u306e\u611f\u60c5\u3092\u8a8d\u8b58\u3057\u3001\u89e3\u660e\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u7b46\u8ac7\u3001\u30b9\u30d4\u30fc\u30c1\u3001\u8996\u899a\u7684\u306a\u8868\u73fe\u307e\u3067\u5206\u6790\u3057\u3001\u5bfe\u8a71\u4e2d\u306e\u5b9f\u969b\u306e\u611f\u60c5\u3092\u628a\u63e1\u3059\u308b\u80fd\u529b\u3092\u6301\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n

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\"Emotion<\/p>\n

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\u30de\u30a4\u30af\u30ed\u30bd\u30d5\u30c8\u306f\u3053\u308c\u3092\u5f37\u529b\u306b\u63a8\u9032\u3057\u3066\u3044\u307e\u3059\u3002\u65b0\u3057\u3044AI\u30c4\u30fc\u30eb\u304c\u5c0e\u5165\u3055\u308c\u3001\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u958b\u767a\u8005\u304cAI\u30a2\u30d7\u30ea\u3084\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u69cb\u7bc9\u3001\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3001\u7ba1\u7406\u3057\u3084\u3059\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u4ee5\u4e0a\u306e 70,000<\/a> \u4f01\u696d\u306f\u3059\u3067\u306b\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3057\u59cb\u3081\u3066\u3044\u307e\u3059\u3002\u3053\u308c\u306f\u5b9f\u793e\u4f1a\u3067\u53d7\u3051\u5165\u308c\u3089\u308c\u3066\u3044\u308b\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002AI\u304c\u5358\u306a\u308b\u30a2\u30a4\u30c7\u30a2\u3067\u306f\u306a\u3044\u3068\u3044\u3046\u8a3c\u62e0\u3067\u3059\u3002\u5b9f\u969b\u3001AI\u306f\u9867\u5ba2\u306e\u3053\u3068\u3092\u3088\u308a\u3088\u304f\u7406\u89e3\u3057\u3001\u9867\u5ba2\u306e\u90fd\u5408\u306b\u5408\u308f\u305b\u3066\u5bfe\u5fdc\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306b\u7a4d\u6975\u7684\u306a\u652f\u63f4\u3092\u4e0e\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u307e\u3068\u3081\u308b\u3068\u3001\u611f\u60c5\u30b3\u30f3\u30d4\u30e5\u30fc\u30c6\u30a3\u30f3\u30b0\u306f\u611f\u60c5\u3092\u96a0\u3057\u305f\u308a\u6df7\u6c8c\u3068\u3055\u305b\u305f\u308a\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u53ef\u8996\u5316\u3057\u7ba1\u7406\u53ef\u80fd\u306b\u3059\u308b\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002\u305d\u308c\u306f\u3001\u3088\u308a\u77e5\u7684\u3067\u7406\u89e3\u529b\u306e\u3042\u308b \u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9<\/a> \u7d4c\u9a13\u3067\u3059\u3002<\/p>\n

\u30eb\u30fc\u30eb\u30bb\u30c3\u30c81\u52d5\u7684\u611f\u60c5\u7d4c\u8def\u306e\u30de\u30c3\u30d4\u30f3\u30b0<\/h2>\n

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\u3053\u308c\u306f\u3001\u53d6\u5f15\u4e0a\u306e\u30da\u30a4\u30f3\u30dd\u30a4\u30f3\u30c8\u3060\u3051\u3067\u306a\u304f\u3001\u611f\u60c5\u7684\u306a\u6469\u64e6\u30dd\u30a4\u30f3\u30c8\u3092\u898b\u3064\u3051\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u4f8b\u3048\u3070\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u5c65\u6b74\u306b\u554f\u984c\u304c\u306a\u304f\u3066\u3082\u3001\u4e0d\u5b89\u3092\u611f\u3058\u3066\u30b5\u30dd\u30fc\u30c8\u306b\u96fb\u8a71\u3092\u304b\u3051\u3066\u304d\u305f\u9867\u5ba2\u306f\u3059\u3050\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u3079\u304d\u3067\u3059\u3002\u305d\u306e\u4e0d\u5b89\u306f\u3001\u904e\u53bb\u306e\u901a\u8a71\u56de\u6570\u3088\u308a\u3082\u91cd\u8981\u3067\u3059\u3002AI\u306f\u3053\u306e\u3088\u3046\u306a\u30d1\u30bf\u30fc\u30f3\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u767a\u898b\u3057\u3001\u30c1\u30fc\u30e0\u306b\u8b66\u544a\u3092\u767a\u3057\u307e\u3059\u3002<\/p>\n

\u3064\u76ee\u306e\u30eb\u30fc\u30eb\u306f\u3001\u8cfc\u8cb7\u5c65\u6b74\u3092\u8d85\u3048\u305f\u8d85\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3067\u3059\u3002\u9867\u5ba2\u304c\u5148\u6708\u4f55\u3092\u8cb7\u3063\u305f\u304b\u3092\u77e5\u308b\u3060\u3051\u3067\u306f\u3082\u306f\u3084\u5341\u5206\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u4eca\u3053\u306e\u77ac\u9593\u306e\u611f\u60c5\u3092\u7406\u89e3\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u4f1a\u8a71\u30bb\u30c3\u30b7\u30e7\u30f3\u4e2d\u306bAI\u304c\u30e6\u30fc\u30b6\u30fc\u306e\u4e0d\u5feb\u611f\u3092\u8b58\u5225\u3057\u305f\u5834\u5408\u3001AI\u306f\u81ea\u52d5\u8fd4\u4fe1\u3092\u5546\u54c1\u306e\u8ca9\u58f2\u304b\u3089\u601d\u3044\u3084\u308a\u306e\u3042\u308b\u652f\u63f4\u306e\u63d0\u4f9b\u306b\u5909\u66f4\u3057\u307e\u3059\u3002\u9867\u5ba2\u304c\u4f55\u304b\u306b\u8208\u596e\u3057\u305f\u308a\u71b1\u4e2d\u3057\u3066\u3044\u308b\u69d8\u5b50\u3092\u898b\u305b\u308c\u3070\u3001AI\u306f\u7a4f\u3084\u304b\u306a\u30a2\u30c3\u30d7\u30bb\u30eb\u3092\u63d0\u6848\u3057\u305f\u308a\u3001\u9867\u5ba2\u3092\u30d6\u30e9\u30f3\u30c9\u306e\u30b5\u30dd\u30fc\u30bf\u30fc\u306b\u8a98\u3063\u305f\u308a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u5358\u306a\u308b\u53d6\u5f15\u3067\u306f\u306a\u304f\u3001\u611f\u60c5\u7684\u306a\u3082\u306e\u306b\u5909\u308f\u308a\u307e\u3059\u3002<\/p>\n

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\u3053\u306e\u3088\u3046\u306b\u3057\u3066\u3001\u4f01\u696d\u306f\u30c7\u30fc\u30bf\u3092\u5171\u611f\u306b\u5909\u3048\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3092\u611f\u60c5\u306b\u5909\u3048\u3001\u9759\u7684\u306a\u56f3\u3092\u4e88\u6e2c\u30c4\u30fc\u30eb\u306b\u5909\u3048\u3001\u771f\u306e\u4eba\u9593\u4e2d\u5fc3\u306e\u4f53\u9a13\u3092\u5c0e\u304d\u307e\u3059\u3002<\/p>\n

\u30eb\u30fc\u30eb\u30bb\u30c3\u30c82\u30ea\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u89e3\u6c7a\u304b\u3089\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u306a\u89e3\u6c7a\u3078<\/h2>\n

\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u306f\u3001\u554f\u984c\u304c\u9855\u5728\u5316\u3059\u308b\u306e\u3092\u5f85\u3063\u3066\u304b\u3089\u5bfe\u5fdc\u3057\u307e\u3059\u3002\u3053\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u6642\u9593\u304c\u304b\u304b\u308a\u3001\u30b3\u30b9\u30c8\u3082\u304b\u304b\u308a\u307e\u3059\u3002CX\u306b\u304a\u3051\u308bAI\u306f\u3053\u306e\u30e2\u30c7\u30eb\u3092\u8986\u3057\u307e\u3059\u3002\u611f\u60c5\u7684\u306a\u6d1e\u5bdf\u3092\u7a4d\u6975\u7684\u306a\u884c\u52d5\u306b\u5909\u3048\u307e\u3059\u3002\u611f\u60c5\u3092\u3001\u521d\u56de\u30b3\u30fc\u30eb\u89e3\u6c7a\u3001\u89e3\u7d04\u3001\u5e73\u5747\u51e6\u7406\u6642\u9593\u306a\u3069\u306e\u30d3\u30b8\u30cd\u30b9\u6307\u6a19\u306b\u7d50\u3073\u3064\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u308c\u3070\u3001\u884c\u52d5\u3059\u3079\u304d\u5834\u6240\u304c\u6b63\u78ba\u306b\u308f\u304b\u308a\u307e\u3059\u3002<\/p>\n

Emotion AI\u306f\u3001\u6700\u524d\u7dda\u306b\u3044\u308b\u4eba\u9593\u306e\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3082\u652f\u63f4\u3057\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30b3\u30fc\u30c1\u306e\u3088\u3046\u306b\u6a5f\u80fd\u3057\u307e\u3059\u3002\u901a\u8a71\u4e2d\u3084\u30c1\u30e3\u30c3\u30c8\u4e2d\u306b\u9867\u5ba2\u306e\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u304c\u9ad8\u307e\u3063\u305f\u5834\u5408\u3001\u30b7\u30b9\u30c6\u30e0\u306f\u5373\u5ea7\u306b\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306b\u8b66\u544a\u3092\u51fa\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30d0\u30fc\u30f3\u30a2\u30a6\u30c8\u3092\u6e1b\u3089\u3057\u3001\u54c1\u8cea\u3092\u9ad8\u304f\u4fdd\u3064\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306f\u3082\u3046\u3001\u30a4\u30e9\u30a4\u30e9\u3057\u3066\u3044\u308b\u9867\u5ba2\u304c\u4f55\u3092\u5fc5\u8981\u3068\u3057\u3066\u3044\u308b\u304b\u3092\u63a8\u6e2c\u3059\u308b\u5fc5\u8981\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n

\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3\u30c7\u30fc\u30bf\u306f\u30c1\u30fc\u30e0\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u3060\u3051\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u305d\u308c\u306f\u88fd\u54c1\u306b\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3055\u308c\u307e\u3059\u3002\u3069\u306e\u6a5f\u80fd\u3001\u3069\u306e\u8a18\u4e8b\u3001\u3069\u306e\u30d7\u30ed\u30bb\u30b9\u304c\u6700\u3082\u6df7\u4e71\u3084\u30b9\u30c8\u30ec\u30b9\u3092\u5f15\u304d\u8d77\u3053\u3057\u3066\u3044\u308b\u304b\u3092\u7279\u5b9a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305d\u306e\u60c5\u5831\u306f\u3001\u82e6\u60c5\u304c\u5c71\u7a4d\u307f\u306b\u306a\u308b\u524d\u306b\u88fd\u54c1\u306e\u6539\u5584\u3092\u4fc3\u3057\u307e\u3059\u3002<\/p>\n

\u30cf\u30d6\u30b9\u30dd\u30c3\u30c8<\/a> \u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306bAI\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u3092\u91cd\u8996\u3057\u3066\u3044\u307e\u3059\u3002\u540c\u793e\u306e\u30c4\u30fc\u30eb\u306f\u3001\u6a5f\u68b0\u5b66\u7fd2\u3092\u4f7f\u7528\u3057\u3066\u5927\u91cf\u306e\u30c7\u30fc\u30bf\u3092\u51e6\u7406\u3057\u3001\u30d1\u30bf\u30fc\u30f3\u3092\u660e\u3089\u304b\u306b\u3057\u3001\u3055\u3089\u306b\u306f\u5c06\u6765\u306e\u884c\u52d5\u3092\u4e88\u6e2c\u3057\u307e\u3059\u3002\u3053\u308c\u306f\u307e\u3055\u306b\u3001\u4f01\u696d\u304c\u554f\u984c\u3092\u767a\u751f\u5f8c\u306b\u89e3\u6c7a\u3059\u308b\u3053\u3068\u304b\u3089\u3001\u554f\u984c\u3092\u672a\u7136\u306b\u9632\u3050\u3053\u3068\u306b\u79fb\u884c\u3059\u308b\u65b9\u6cd5\u3067\u3059\u3002CX\u306b\u304a\u3051\u308bAI\u306f\u3001\u76fe\u3068\u306a\u308a\u3001\u6307\u91dd\u3068\u306a\u308a\u307e\u3059\u3002\u554f\u984c\u3092\u65e9\u671f\u306b\u767a\u898b\u3057\u3001\u8fc5\u901f\u306b\u884c\u52d5\u3059\u308b\u3053\u3068\u3067\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u304c\u3088\u308a\u30b9\u30e0\u30fc\u30ba\u3067\u30b9\u30de\u30fc\u30c8\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u611f\u60c5AI\u306b\u304a\u3051\u308b\u4fe1\u983c\u3068\u900f\u660e\u6027\u306e\u69cb\u7bc9<\/h2>\n

\"Emotion<\/p>\n

\u611f\u60c5\u7684\u306a\u3082\u306e\u3092\u4f7f\u3046\u3068\u304d\u3001\u4fe1\u983c\u306f\u30aa\u30d7\u30b7\u30e7\u30f3\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002 AI<\/a>.\u4f01\u696d\u306f\u3001\u58f0\u306e\u30c8\u30fc\u30f3\u3084\u8868\u60c5\u306e\u3088\u3046\u306a\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3059\u308b\u3053\u3068\u306b\u3064\u3044\u3066\u3001\u660e\u78ba\u304b\u3064\u7387\u76f4\u3067\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002<\/p>\n

\u9867\u5ba2\u306f\u3001\u4f55\u304c\u306a\u305c\u6355\u6349\u3055\u308c\u3066\u3044\u308b\u306e\u304b\u3092\u6b63\u78ba\u306b\u77e5\u308b\u3079\u304d\u3067\u3059\u3002\u30d0\u30a4\u30a2\u30b9\u306f\u73fe\u5b9f\u306b\u5b58\u5728\u3057\u307e\u3059\u3002\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\u306f\u7570\u306a\u308b\u30b0\u30eb\u30fc\u30d7\u9593\u3067\u611f\u60c5\u3092\u8aad\u307f\u9055\u3048\u308b\u53ef\u80fd\u6027\u304c\u3042\u308b\u305f\u3081\u3001\u516c\u5e73\u6027\u3092\u4fdd\u3064\u305f\u3081\u306b\u306f\u7d99\u7d9a\u7684\u306a\u76e3\u67fb\u304c\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u502b\u7406\u7684\u306a\u30ac\u30fc\u30c9\u30ec\u30fc\u30eb\u3082\u91cd\u8981\u3067\u3059\u3002<\/p>\n

AI\u306f\u3001\u5229\u76ca\u306e\u305f\u3081\u306b\u884c\u52d5\u3092\u64cd\u4f5c\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u7d4c\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u3079\u304d\u3067\u3059\u3002 \u30b9\u30bf\u30c6\u30a3\u30b9\u30bf<\/a> \u306b\u3088\u308b\u3068\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306f\u3001\u65c5\u884c\u306b\u304a\u3051\u308b\u30b8\u30a7\u30cd\u30ec\u30fc\u30c6\u30a3\u30d6AI\u306e\u6700\u3082\u4e00\u822c\u7684\u306a\u5f62\u614b\u3067\u3042\u308a\u3001CX\u306b\u304a\u3051\u308bAI\u304c\u3044\u304b\u306b\u5e83\u304f\u63a1\u7528\u3055\u308c\u3066\u3044\u308b\u304b\u3092\u793a\u3057\u3066\u3044\u307e\u3059\u3002\u900f\u660e\u6027\u306f\u4fe1\u983c\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u7bc9\u304d\u307e\u3059\u3002<\/p>\n

\u5171\u611f\u578bCX\u306e\u672a\u6765<\/h2>\n

CX\u306b\u304a\u3051\u308bAI\u306e\u52b9\u679c\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u5bfe\u3059\u308b\u79c1\u305f\u3061\u306e\u8996\u70b9\u3092\u5909\u3048\u3066\u3044\u307e\u3059\u3002\u4ee5\u524d\u306f\u9759\u7684\u306a\u30c7\u30b6\u30a4\u30f3\u3067\u3042\u3063\u305f\u30de\u30c3\u30d4\u30f3\u30b0\u306f\u3001\u611f\u60c5\u3084\u53cd\u5fdc\u306e\u751f\u304d\u751f\u304d\u3068\u3057\u305f\u30de\u30c3\u30d7\u3078\u3068\u9032\u5316\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n

\u4f01\u696d\u306f\u9867\u5ba2\u306e\u884c\u52d5\u3092\u89b3\u5bdf\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u65c5\u306e\u5404\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3051\u308b\u9867\u5ba2\u306e\u611f\u60c5\u3084\u6c17\u5206\u3082\u628a\u63e1\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3057\u305f\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u5171\u611f\u7684\u304b\u3064\u4e88\u6e2c\u7684\u306a\u3082\u306e\u306b\u5909\u5316\u3057\u3001\u4f01\u696d\u306f\u554f\u984c\u304c\u62e1\u5927\u3059\u308b\u524d\u306b\u4ecb\u5165\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n

\u611f\u60c5\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067 \u30c7\u30fc\u30bf<\/a>\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306f\u3001\u3082\u306f\u3084\u5927\u898f\u6a21\u306a\u30d7\u30ed\u30bb\u30b9\u3068\u3057\u3066\u3067\u306f\u306a\u304f\u3001\u4eba\u9593\u4e2d\u5fc3\u306e\u30d7\u30ed\u30bb\u30b9\u3068\u3057\u3066\u6349\u3048\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u305d\u308c\u306f\u3082\u306f\u3084\u5358\u306a\u308b\u6570\u5b57\u306e\u904a\u3073\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u305d\u308c\u306f\u4eba\u3005\u3092\u7406\u89e3\u3057\u3001\u5f7c\u3089\u306e\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3057\u3001\u81ea\u7136\u3067\u3001\u500b\u4eba\u7684\u3067\u3001\u610f\u5473\u306e\u3042\u308b\u65b9\u6cd5\u3067\u884c\u52d5\u3059\u308b\u3053\u3068\u306b\u5909\u308f\u308a\u307e\u3057\u305f\u3002<\/p>","protected":false},"excerpt":{"rendered":"

What if every customer journey map you\u2019ve relied on so far was only telling half the story? Most maps track what a customer does and rely on survey scores like NPS or CSAT. They show steps and numbers, but they do not show what the customer feels or why they make certain choices. This is where Emotion AI changes everything. Also referred to as affective computing, it applies AI to recognize and elucidate human feelings through various signals. It has the capacity to analyze written communication, speech, and even visual expressions in order to grasp actual emotions during the interaction. AI in CX transforms the classic two-dimensional, monotone representation into […]<\/p>\n","protected":false},"author":6,"featured_media":22798,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"wprm-recipe-roundup-name":"","wprm-recipe-roundup-description":"","postBodyCss":"","postBodyMargin":[],"postBodyPadding":[],"postBodyBackground":{"backgroundType":"classic","gradient":""},"footnotes":""},"categories":[180,92,201],"tags":[8703,428,1294,8701,8702],"ppma_author":[325],"class_list":{"0":"post-22762","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-knowledge-hub","8":"category-martech","9":"category-staff-writers","10":"tag-ai-works","11":"tag-customer-experience","12":"tag-customer-service","13":"tag-emotional-ai","14":"tag-ux-testing"},"yoast_head":"\nEmotion AI Redefines Customer Journey Mapping<\/title>\n<meta name=\"description\" content=\"Discover how AI in CX transforms customer journey maps into dynamic and predictive experiences by decoding emotions in real time.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/itbusinesstoday.com\/ja\/martech\/emotion-ai-in-cx-the-new-rules-of-customer-journey-mapping\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Emotion AI Redefines Customer Journey Mapping\" \/>\n<meta property=\"og:description\" content=\"Discover how AI in CX transforms customer journey maps into dynamic and predictive experiences by decoding emotions in real time.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/itbusinesstoday.com\/ja\/martech\/emotion-ai-in-cx-the-new-rules-of-customer-journey-mapping\/\" 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