{"id":9930,"date":"2025-04-22T11:13:09","date_gmt":"2025-04-22T11:13:09","guid":{"rendered":"https:\/\/itbusinesstoday.com\/?p=9930"},"modified":"2025-04-22T11:13:09","modified_gmt":"2025-04-22T11:13:09","slug":"zendesk-announces-its-new-zendesk-resolution-platform","status":"publish","type":"post","link":"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/zendesk-announces-its-new-zendesk-resolution-platform\/","title":{"rendered":"Zendesk\u3001\u65b0\u3057\u3044\u300cZendesk Resolution Platform\u300d\u3092\u767a\u8868"},"content":{"rendered":"<?xml encoding=\"utf-8\" ?><p>Zendesk, Inc., a leading support platform company that utilizes AI and develops customer service, announced the AI &#8203;&#8203;service platform &ldquo;Zendesk Resolution Platform&rdquo; as the latest product concept to transform CX. This platform consists of five components: &ldquo;Zendesk Agent&rdquo;, &ldquo;Knowledge Graph&rdquo;, &ldquo;Actions and Integration&rdquo;, &ldquo;Governance and Control&rdquo;, and &ldquo;Measurement and Insights&rdquo;. By combining AI and human knowledge, it also enables companies to provide high-quality service and perform excellent problem solving.<\/p><p>Zendesk Resolution Platform\u3092\u69cb\u6210\u3059\u308b5\u3064\u306e\u30b3\u30f3\u30dd\u30fc\u30cd\u30f3\u30c8<\/p><p><strong>Zendesk\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8<\/strong><\/p><p>\u6b21\u4e16\u4ee3AI\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\uff1a\u30af\u30a8\u30ea\u306b\u8fc5\u901f\u304b\u3064\u6b63\u78ba\u306b\u5fdc\u7b54\u3057\u3001\u3059\u3079\u3066\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u6b63\u78ba\u304b\u3064\u601d\u616e\u6df1\u304f\u89e3\u6c7a\u3055\u308c\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u30fb\u30c7\u30ea\u30d0\u30ea\u30fc\u3092\u5f37\u5316\u3059\u308b\u3088\u3046\u306b\u8a2d\u8a08\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u6700\u3082\u8907\u96d1\u306a\u30af\u30a8\u30ea\u306b\u5bfe\u3057\u3066\u3082\u3001\u63a8\u8ad6\u3001\u5b66\u7fd2\u3001\u9069\u5fdc\u304c\u53ef\u80fd\u3067\u3001\u30b5\u30fc\u30d3\u30b9\u306e\u771f\u306e\u554f\u984c\u89e3\u6c7a\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p><p>AI\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30d3\u30eb\u30c0\u30fc\u3092\u66f4\u65b0\u3057\u307e\u3057\u305f\uff1a\u4f01\u696d\u304c\u72ec\u81ea\u306e\u30cb\u30fc\u30ba\u306b\u5408\u308f\u305b\u3066AI\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u3092\u4f5c\u6210\u30fb\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3067\u304d\u308b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3067\u3001\u3088\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u4f53\u9a13\u3092\u751f\u307f\u51fa\u3057\u3001\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6642\u9593\u3092\u7bc0\u7d04\u3057\u307e\u3059\u3002<\/p><p>Copilot Enhancements: The AI &#8203;&#8203;assistant seamlessly integrates with Zendesk knowledge sources and external systems to automate business steps, generate contextual responses using Help Center, and easily execute tasks in platforms like Jira and Slack. All of this is now easier to set up and can be done with no code. These enhancements significantly streamline workflows, making agents more productive and solving issues faster.<\/p><p><strong>\u3053\u3061\u3089\u3082\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\uff1a <a class=\"p-url\" href=\"https:\/\/itbusinesstoday.com\/ja\/martech\/se-management-launch-ai-reach-for-search-optimization\/\" rel=\"bookmark\">S&amp;E Management Launch &ldquo;AI Reach&rdquo; for Search Optimization<\/a><\/strong><\/p><p><strong>\u5305\u62ec\u7684\u306a\u30ca\u30ec\u30c3\u30b8\u30b0\u30e9\u30d5<\/strong><\/p><p>Knowledge Graph: Provides out-of-the-box service knowledge with one of the world&rsquo;s largest knowledge bases of over 50,000. Companies can easily index and connect their own knowledge sources without complex setup.<\/p><p>Knowledge Builder: Uses generative AI to analyze past tickets and key context to create a ready-to-use knowledge base for faster issue resolution. By ensuring timely access to the right information, no lengthy setup or content creation is required, even if your knowledge base isn&rsquo;t fully developed.<\/p><p>AI\u751f\u6210\u691c\u7d22\uff1aAI\u304c\u751f\u6210\u3057\u305f\u56de\u7b54\u306e\u6982\u8981\u3092\u691c\u7d22\u7d50\u679c\u306e\u4e0a\u90e8\u306b\u8868\u793a\u3059\u308b\u305f\u3081\u3001\u9867\u5ba2\u3084\u5f93\u696d\u54e1\u306f\u30ea\u30f3\u30af\u3092\u9078\u5225\u3059\u308b\u5fc5\u8981\u304c\u306a\u304f\u306a\u308a\u307e\u3059\u3002\u7af6\u5408\u4ed6\u793e\u3068\u306f\u7570\u306a\u308a\u3001\u3053\u306e\u6a5f\u80fd\u306f\u3059\u3079\u3066\u306e\u30d7\u30e9\u30f3\u306b\u542b\u307e\u308c\u3066\u3044\u307e\u3059\u3002<\/p><p><strong>\u30a2\u30af\u30b7\u30e7\u30f3\u3068\u7d71\u5408<\/strong><\/p><p>\u30a2\u30af\u30b7\u30e7\u30f3\u30d3\u30eb\u30c0\u30fc\uff1a\u30ce\u30fc\u30b3\u30fc\u30c9\u3067\u3001AI\u3068\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u306f\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u3092\u3042\u3089\u3086\u308b\u30b7\u30b9\u30c6\u30e0\u3068\u7c21\u5358\u306b\u63a5\u7d9a\u3057\u3001\u81ea\u52d5\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u72ec\u81ea\u306eAction Builder\u3092\u4f7f\u7528\u3059\u308c\u3070\u3001\u9ad8\u4fa1\u306a\u30d9\u30f3\u30c0\u30fc\u3084\u30ab\u30b9\u30bf\u30e0\u958b\u767a\u306a\u3057\u3067\u3001Zendesk\u5185\u3067\u5fc5\u8981\u306a\u30b5\u30fc\u30d3\u30b9\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u4f53\u9a13\u3092\u7c21\u5358\u306b\u4f5c\u6210\u3067\u304d\u307e\u3059\u3002<\/p><p>\u30a2\u30d7\u30ea\u30d3\u30eb\u30c0\u30fc\u30b8\u30a7\u30cd\u30ec\u30fc\u30c6\u30a3\u30d6AI\u3092\u642d\u8f09\u3057\u305f\u65b0\u3057\u3044\u30b3\u30fc\u30c9\u4e0d\u8981\u306e\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001\u81ea\u7136\u8a00\u8a9e\u30d7\u30ed\u30f3\u30d7\u30c8\u3092\u4f7f\u7528\u3057\u3066\u30ab\u30b9\u30bf\u30e0\u30a2\u30d7\u30ea\u3092\u7c21\u5358\u306b\u69cb\u7bc9\u3067\u304d\u307e\u3059\u3002<\/p><p><strong>\u30ac\u30d0\u30ca\u30f3\u30b9\u3068\u7ba1\u7406<\/strong><\/p><p>Reasoning Control: Manage your AI agents&rsquo; reasoning by visualizing their thoughts in real time. Monitor how your AI agents solve problems and improve their behavior to increase confidence in their problem-solving, ensuring they are behaving as intended.<\/p><p><strong>\u6e2c\u5b9a\u3068\u6d1e\u5bdf<\/strong><\/p><p>AI\u30a4\u30f3\u30b5\u30a4\u30c8\u30cf\u30d6\uff1aAI\u306e\u904b\u7528\u3092\u7ba1\u7406\u3059\u308b\u305f\u3081\u306e\u4e00\u5143\u5316\u3055\u308c\u305f\u30aa\u30da\u30ec\u30fc\u30b7\u30e7\u30f3\u30bb\u30f3\u30bf\u30fc\u3067\u3001\u73fe\u5728\u904b\u7528\u3055\u308c\u3066\u3044\u308b\u3059\u3079\u3066\u306eAI\u6a5f\u80fd\u3001\u4e3b\u8981\u306a\u6307\u6a19\u3001\u56de\u7b54\u81ea\u52d5\u5316\u306e\u63d0\u6848\u3084\u30ef\u30fc\u30af\u30d5\u30ed\u30fc\u306e\u30eb\u30fc\u30c6\u30a3\u30f3\u30b0\u30eb\u30fc\u30eb\u306e\u6539\u5584\u306a\u3069\u3001AI\u4e3b\u5c0e\u306e\u63a8\u5968\u4e8b\u9805\u3092\u8868\u793a\u3057\u307e\u3059\u3002<\/p><p>\u30ab\u30b9\u30bf\u30e0QA\uff1a\u4eba\u9593\u3068AI\u306e\u3059\u3079\u3066\u306e\u5bfe\u8a71\u306e100%\u3092\u8a55\u4fa1\u3059\u308b\u552f\u4e00\u306eQA\u30b5\u30fc\u30d3\u30b9\u3067\u3059\u3002\u751f\u6210\u7684\u306aAI\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001Custom QA\u306f\u96a0\u308c\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u767a\u898b\u3057\u3001\u3069\u306e\u3088\u3046\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u3079\u304d\u304b\u3092\u63a8\u5968\u3057\u307e\u3059\u3002Custom QA\u306f\u3001\u30c1\u30b1\u30c3\u30c8\u306e\u30b9\u30b3\u30a2\u30ea\u30f3\u30b0\u3084\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u306b\u3068\u3069\u307e\u3089\u305a\u3001\u9867\u5ba2\u304c\u7af6\u5408\u4ed6\u793e\u306b\u3064\u3044\u3066\u8a00\u53ca\u3057\u3066\u3044\u308b\u30c1\u30b1\u30c3\u30c8\u3092\u793a\u3059\u30ec\u30dd\u30fc\u30c8\u3084\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002<\/p><p>\u3055\u3089\u306bZendesk\u306f\u3001\u65e2\u5b58\u306e\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u30b5\u30fc\u30d3\u30b9\u304b\u3089\u4e00\u6b69\u9032\u3093\u3060\u3001\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3055\u308c\u305f\u4f01\u696d\u5411\u3051\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u300cZendesk Contact Center\u300d\u3068\u3001AI\u3092\u6d3b\u7528\u3057\u305f\u76f4\u611f\u7684\u306a\u5f93\u696d\u54e1\u30b5\u30fc\u30d3\u30b9\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u300cZendesk Employee Services Suite\u300d\u3092\u767a\u8868\u3057\u307e\u3057\u305f\u3002<\/p><p>Zendesk Contact Center\u306fAWS\u3092\u57fa\u76e4\u3068\u3057\u3066\u304a\u308a\u3001Local Measure\u306e\u8cb7\u53ce\u306b\u3088\u308a\u97f3\u58f0\u6a5f\u80fd\u3092\u5f37\u5316\u3057\u307e\u3057\u305f\u3002\u5148\u9032\u7684\u306a\u97f3\u58f0\u6a5f\u80fd\u3068\u696d\u754c\u3092\u30ea\u30fc\u30c9\u3059\u308bAI\u30d9\u30fc\u30b9\u306e\u30b5\u30fc\u30d3\u30b9\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u3067\u3001Zendesk\u306f\u56fd\u3001\u5730\u57df\u3001\u901a\u8a71\u6599\u3001\u8907\u96d1\u3055\u306b\u95a2\u4fc2\u306a\u304f\u3001\u3042\u3089\u3086\u308b\u4f01\u696d\u5411\u3051\u30b3\u30f3\u30bf\u30af\u30c8\u30bb\u30f3\u30bf\u30fc\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u901a\u8a71\u30d7\u30ed\u30bb\u30b9\u5168\u4f53\u306bAI\u304c\u7d71\u5408\u3055\u308c\u3066\u3044\u308b\u305f\u3081 <a href=\"https:\/\/www.zendesk.co.jp\/\" data-no-translation=\"\">Zendesk<\/a> \u306f\u30bb\u30c3\u30c8\u30a2\u30c3\u30d7\u3001\u4f7f\u7528\u3001\u30e1\u30f3\u30c6\u30ca\u30f3\u30b9\u304c\u7c21\u5358\u3067\u3059\u3002<\/p><p>Zendesk Employee Service Suite\u306f\u3001IT\u90e8\u9580\u3084\u4eba\u4e8b\u90e8\u9580\u306a\u3069\u306e\u793e\u5185\u30b5\u30dd\u30fc\u30c8\u30c1\u30fc\u30e0\u5c02\u7528\u306b\u8a2d\u8a08\u3055\u308c\u3066\u3044\u307e\u3059\u3002AI\u3092\u6d3b\u7528\u3057\u305f\u76f4\u611f\u7684\u306a\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u3067\u3001\u512a\u308c\u305f\u5f93\u696d\u54e1\u30b5\u30fc\u30d3\u30b9\u306e\u63d0\u4f9b\u3092\u652f\u63f4\u3057\u307e\u3059\u3002AI\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u306e\u6642\u4ee3\u306b\u5408\u308f\u305b\u3066\u8a2d\u8a08\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u30c4\u30fc\u30eb\u306f\u3001\u4e8b\u524d\u306b\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u3055\u308c\u305fAI\u3092\u642d\u8f09\u3057\u3066\u304a\u308a\u3001\u5c0e\u5165\u304c\u7c21\u5358\u3067\u3001\u5f93\u696d\u54e1\u306b\u8fc5\u901f\u306a\u554f\u984c\u89e3\u6c7a\u3068\u52b9\u7387\u7684\u3067\u6b63\u78ba\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u3053\u306e\u30c4\u30fc\u30eb\u306b\u306f\u3001\u30b5\u30fc\u30d3\u30b9\u30ab\u30bf\u30ed\u30b0\u3001\u627f\u8a8d\u3084\u30bf\u30b9\u30af\u7ba1\u7406\u306a\u3069\u306e\u6a5f\u80fd\u3001\u3059\u3050\u306b\u4f7f\u3048\u308b\u30c6\u30f3\u30d7\u30ec\u30fc\u30c8\u3001\u4eba\u4e8b\u60c5\u5831\u30b7\u30b9\u30c6\u30e0\uff08HRIS\uff09\u3068\u306e\u4e8b\u524d\u7d71\u5408\u304c\u542b\u307e\u308c\u3066\u3044\u307e\u3059\u3002<\/p><p>Zendesk\u306f\u307e\u305f\u3001\u5f93\u696d\u54e1\u304c\u6bce\u65e5\u4f7f\u7528\u3059\u308b\u30cf\u30fc\u30c9\u30a6\u30a7\u30a2\u3084\u30bd\u30d5\u30c8\u30a6\u30a7\u30a2\u3092\u7406\u89e3\u3057\u3001\u7ba1\u7406\u3059\u308b\u305f\u3081\u306eIT\u8cc7\u7523\u7ba1\u7406\u30b5\u30fc\u30d3\u30b9\u3092\u6570\u30f6\u6708\u4ee5\u5185\u306b\u958b\u59cb\u3059\u308b\u4e88\u5b9a\u3067\u3059\u3002<\/p><p><strong>\u30bd\u30fc\u30b9 <a href=\"https:\/\/prtimes.jp\/main\/html\/rd\/p\/000000044.000064750.html\" data-no-translation=\"\">PRTimes<\/a><\/strong><\/p>","protected":false},"excerpt":{"rendered":"<p>Zendesk, Inc., a leading support platform company that utilizes AI and develops customer service, announced the AI &#8203;&#8203;service platform &ldquo;Zendesk Resolution Platform&rdquo; as the latest product concept to transform CX. This platform consists of five components: &ldquo;Zendesk Agent&rdquo;, &ldquo;Knowledge Graph&rdquo;, &ldquo;Actions and Integration&rdquo;, &ldquo;Governance and Control&rdquo;, and &ldquo;Measurement and Insights&rdquo;. By combining AI and human knowledge, it also enables companies to provide high-quality service and perform excellent problem solving.The five components that make up the Zendesk Resolution PlatformZendesk AgentNext-Generation AI Agents: Designed to enhance service delivery by responding to queries quickly and accurately, ensuring every interaction is resolved accurately and thoughtfully. They can reason, learn and adapt to even the 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This site is optimized with the Yoast SEO plugin v28.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Zendesk Announces its new &quot;Zendesk Resolution Platform&quot;<\/title>\n<meta name=\"description\" content=\"Zendesk launches the AI-driven Zendesk Resolution Platform to enhance customer experience with insights, and seamless human-AI collaboration.\" \/>\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\/tech\/zendesk-announces-its-new-zendesk-resolution-platform\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Zendesk Announces its new &quot;Zendesk Resolution Platform&quot;\" \/>\n<meta property=\"og:description\" content=\"Zendesk launches the AI-driven Zendesk Resolution Platform to enhance customer experience with insights, 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