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15 15z"></path></svg></a></li></ul></div></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 dvTsIe"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div role="article" class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-4c913245-1 bEEqbX dxYafc" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 bFVsvE Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><a target="_blank" rel="noopener noreferrer" href="/newsroom/articles/generativeai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">消費者が生成AIの普及に期待している<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>のは明らかですが、一方で消費者はAIについて不安も感じており、それは極めて妥当と言えるでしょう。Zendeskの<a target="_blank" rel="noopener noreferrer" href="https://cxtrends.zendesk.com/jp" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CXトレンドレポート2023年版<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>によると、消費者の3分の1以上が、個人や企業がAIを悪意ある、またはネガティブな方法で使用するのではないかとの懸念を抱いており、また約半数が、ボットや自動化システムが特定のグループの人々に対して偏見を示すのではないかと不安を感じています。ビジネスリーダーたちも同様の懸念を抱いています。従ってビジネスリーダーの73％が、AIやボットが特定のタイプの顧客に対して偏見を示さないよう保証することが最優先事項の一つであると回答しています。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma">Zendesk AI開発チームのリーダーであるCristina Fonsecaは先日<a target="_blank" rel="noopener noreferrer" href="/newsroom/articles/generative-ai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">生成AIの可能性とリスク<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>について語り、その中で「AIソリューションの導入における最大の課題のひとつは、テクノロジーに対する信頼を確保することだと考えています」と述べています。出来るかぎり安全で信頼できる製品やソリューションを提供するというZendeskのコミットメントは、企業文化として社内全体に浸透しています。Zendeskではそのために一連の設計原則を運用しており、これらの原則は、Zendeskが行うすべての製品設計、開発、構築のベースであると同時に、生成AIを利用したカスタマーエクスペリエンス（CX）の開発指針となっています。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><strong>1.プライバシー、セキュリティ、コンプライアンスを設計段階から製品に造り込む</strong><br/>お客様のデータを安全に守ることはZendeskの使命であり、私たちにとって最も重要な任務です。私たちはZendeskの<a target="_blank" rel="noopener noreferrer" href="/trust-center/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">セキュリティおよびコンプライアンス基準<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 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fFozma"><strong>3.精度のしきい値が基準を決める</strong><br/>Zendeskでは、早期アクセスプログラムにおいても一般販売においても、すべての製品は、お客様へのリリース前にそれぞれに決められた精度のしきい値を満たさなければならないと定めています。基本的にAI開発においては、満たすべき精度レベル（高／中／低）はテストするタスクやモデルに応じて設定しています。Zendeskでは、モデルが業界最高水準の品質基準をクリアした場合にのみお客様にAIを提供しています。すべてのAI予測について信頼度スコアを取得し、これをユーザー企業の管理者やサポートチームに提供しています。これによりユーザーは、AIをベースとするすべてのワークフローを、そのモデルの信頼度スコアを考慮したうえで構築することができます。たとえば、予測信頼度スコアが高ければ完全自動化されたタスクを構築できますが、信頼度スコアがあまり高くない場合には、エージェントと顧客の双方により良い利用体験を提供できるよう、人が関与するワークフローとするようお勧めしています。ZendeskのAIテクノロジーは、お客様のニーズに沿った正確で信頼できる回答を提供することを設計の中心としており、常にこれを開発の優先目標として取り組んでいます。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><strong>4.適切なサードパーティーツールのパートナー事業者との連携</strong><br/>パートナー事業者の選定は、私たちの製品開発アプローチにおいて極めて大事な要素です。Zendeskは、最高のツールを投入してお客様に継続的に価値を創造するため、さまざまなテクノロジーパートナーと連携しています。私たちにとって、生成AIは1つのツールに過ぎず、単一のソリューションですべてのニーズに応えることはできないと考えています。お客様にとってベストな製品やソリューションを構築するため、Zendeskはさまざまなパートナー事業者で構成されるエコシステムを擁しています。必要に応じてこれらのパートナーと連携することで、直面するさまざまな課題や制限の克服に取り組んでいます。</p><p class="Textstyle__TextRoot-sc-c9um69-0 fFozma"><strong>5.人が作り出した、人のためのテクノロジー</strong><br/>ZendeskのAIテクノロジーは、人間同士の対話に取って代わるのではなく、あくまでカスタマーエクスペリエンスの向上手段として設計されています。生成AIをカスタマーエクスペリエンスに投入するには、人によるモニタリングが不可欠です。テクノロジーは決められたタスクを自動化するのには役立ちますが、全体として卓越したカスタマーサービスを提供するには人と人とのつながりが欠かせません。<a target="_blank" rel="noopener noreferrer" href="/newsroom/articles/generativeai/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">前述のレポート<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"728a45c0253a4f199a587d1f510a923a-b920d6715a22c999-0","_sentryBaggage":"sentry-environment=production,sentry-release=oP30mrPlEZL5oy9w84i5b,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=728a45c0253a4f199a587d1f510a923a,sentry-transaction=%2Fnewsroom%2Farticles%2F%5Bslug%5D,sentry-sampled=false","meta":{"alternates":{},"related":[],"tags":[],"backupLocale":false,"relatedPosts":[]},"attributes":{"_edit_lock":"1708605272:3681","_edit_last":"3681","newsroom-hero-style":"feature","blog-post-hierarchy":"Select One","intro":"より高品質でパーソナライズされたカスタマーエクスペリエンスの実現を目指して多くの企業がAIに注目するなか、Zendeskは一貫して製品の開発・設計基準を守り続けています。","featured-image":"https://d26a57ydsghvgx.cloudfront.net/content/newsroom/designprinciples.jpg","featured-image-shape":"circle-quarter","blog-post-gated-theme":"Select One","product-interest":"Select One","_yoast_wpseo_content_score":"30","_yoast_wpseo_primary_filter_tag_newsroom":"4104","canonical":"https://www.zendesk.co.jp/newsroom/articles/building-responsible-ai/","seoTitle":"カスタマーエクスペリエンスのさらなる進化のために、責任あるAIを構築する","seoDescription":"","seoImage":"https://d26a57ydsghvgx.cloudfront.net/content/newsroom/designprinciples.jpg","twitterImage":"https://d26a57ydsghvgx.cloudfront.net/content/newsroom/designprinciples.jpg","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","shareLinks":{"twitter":"https://zdsk.co/3SJypUd","facebook":"https://zdsk.co/3uQKb78","linkedin":"https://zdsk.co/3wpbDcH"},"breadcrumbs":[{"link":"/newsroom/tags/cx-innovation/","title":"CXイノベーション","id":4104},{"title":"カスタマーエクスペリエンスのさらなる進化のために、責任あるAIを構築する","link":""}],"path":"/newsroom/articles/building-responsible-ai/","title":"カスタマーエクスペリエンスのさらなる進化のために、責任あるAIを構築する","publishedAt":"2024-02-22 18:49:52","updatedAt":"2024-02-22 18:49:52","updatedAtFormatted":"2024年2月22日","content":"\u003cp\u003e\u003ca href=\"/newsroom/articles/generativeai/\" target=\"_blank\" rel=\"noopener\"\u003e消費者が生成AIの普及に期待している\u003c/a\u003eのは明らかですが、一方で消費者はAIについて不安も感じており、それは極めて妥当と言えるでしょう。Zendeskの\u003ca href=\"https://cxtrends.zendesk.com/jp\" target=\"_blank\" rel=\"noopener\"\u003eCXトレンドレポート2023年版\u003c/a\u003eによると、消費者の3分の1以上が、個人や企業がAIを悪意ある、またはネガティブな方法で使用するのではないかとの懸念を抱いており、また約半数が、ボットや自動化システムが特定のグループの人々に対して偏見を示すのではないかと不安を感じています。ビジネスリーダーたちも同様の懸念を抱いています。従ってビジネスリーダーの73％が、AIやボットが特定のタイプの顧客に対して偏見を示さないよう保証することが最優先事項の一つであると回答しています。\u003c/p\u003e\n\u003cp\u003eZendesk AI開発チームのリーダーであるCristina Fonsecaは先日\u003ca href=\"/newsroom/articles/generative-ai/\" target=\"_blank\" rel=\"noopener\"\u003e生成AIの可能性とリスク\u003c/a\u003eについて語り、その中で「AIソリューションの導入における最大の課題のひとつは、テクノロジーに対する信頼を確保することだと考えています」と述べています。出来るかぎり安全で信頼できる製品やソリューションを提供するというZendeskのコミットメントは、企業文化として社内全体に浸透しています。Zendeskではそのために一連の設計原則を運用しており、これらの原則は、Zendeskが行うすべての製品設計、開発、構築のベースであると同時に、生成AIを利用したカスタマーエクスペリエンス（CX）の開発指針となっています。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e1.プライバシー、セキュリティ、コンプライアンスを設計段階から製品に造り込む\u003c/strong\u003e\u003cbr /\u003e\nお客様のデータを安全に守ることはZendeskの使命であり、私たちにとって最も重要な任務です。私たちはZendeskの\u003ca href=\"/trust-center/\" target=\"_blank\" rel=\"noopener\"\u003eセキュリティおよびコンプライアンス基準\u003c/a\u003eを満たさないテクノロジーは決してお客様に提供しません。また、私たちのテクノロジーによって収集されるデータがつねに責任ある形で利用されるよう、データの利用状況をモニタリングし評価しています。私たちは、ユーザー企業およびその顧客向けの保護を出来るかぎり強化するため、必要に応じてAIを導入するべきであると考えています。これは、特に生成AIに関する取り組みにおいては、AIのトレーニングに使用するデータを確実に匿名化すること、ライブチャットデータの使用を制限すること、データローカリティ要件を順守すること、顧客にオプトアウトする選択肢を提供すること、出来るかぎり多様な開発メンバーをプロジェクトに投入し同時にユーザーや対象分野の専門家の関与を得ることで、偏見が生じる可能性のある領域を特定し偏見発生のリスクを低減すること、などが含まれます。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e2.透明性が信頼構築につながる\u003c/strong\u003e\u003cbr /\u003e\n私たちは、Zendeskのテクノロジーがどのように機能し、どのようなデータを収集しているのか、またそのデータがどのように利用されるのかをつねに率直に説明するよう心がけています。また、ユーザー企業とその顧客の両方に対して、業界でも最先端のオプトアウトプロセスを提供しています。私たちは、カスタマーサービスへのAIの利用に関して、Zendeskの製品やソリューションにどのようにAIが使用されているかを、直接かつ明確・率直に伝えるよう心掛けています。AIによる予測品質には、場合によりばらつきが生じます。AIモデルによっては、特定のタスクは高い信頼性で処理できる一方で、新しいタスクや実行頻度の低いタスクについては信頼度が低く、ベストエフォートパフォーマンスしか提供できないこともあります。期待できるAIの予測品質についてお客様にあらかじめ説明することにより、ユーザーはそれを考慮した上で意思決定を行うことができ、同時にテクノロジーに対する信頼が向上します。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e3.精度のしきい値が基準を決める\u003c/strong\u003e\u003cbr /\u003e\nZendeskでは、早期アクセスプログラムにおいても一般販売においても、すべての製品は、お客様へのリリース前にそれぞれに決められた精度のしきい値を満たさなければならないと定めています。基本的にAI開発においては、満たすべき精度レベル（高／中／低）はテストするタスクやモデルに応じて設定しています。Zendeskでは、モデルが業界最高水準の品質基準をクリアした場合にのみお客様にAIを提供しています。すべてのAI予測について信頼度スコアを取得し、これをユーザー企業の管理者やサポートチームに提供しています。これによりユーザーは、AIをベースとするすべてのワークフローを、そのモデルの信頼度スコアを考慮したうえで構築することができます。たとえば、予測信頼度スコアが高ければ完全自動化されたタスクを構築できますが、信頼度スコアがあまり高くない場合には、エージェントと顧客の双方により良い利用体験を提供できるよう、人が関与するワークフローとするようお勧めしています。ZendeskのAIテクノロジーは、お客様のニーズに沿った正確で信頼できる回答を提供することを設計の中心としており、常にこれを開発の優先目標として取り組んでいます。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e4.適切なサードパーティーツールのパートナー事業者との連携\u003c/strong\u003e\u003cbr /\u003e\nパートナー事業者の選定は、私たちの製品開発アプローチにおいて極めて大事な要素です。Zendeskは、最高のツールを投入してお客様に継続的に価値を創造するため、さまざまなテクノロジーパートナーと連携しています。私たちにとって、生成AIは1つのツールに過ぎず、単一のソリューションですべてのニーズに応えることはできないと考えています。お客様にとってベストな製品やソリューションを構築するため、Zendeskはさまざまなパートナー事業者で構成されるエコシステムを擁しています。必要に応じてこれらのパートナーと連携することで、直面するさまざまな課題や制限の克服に取り組んでいます。\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003e5.人が作り出した、人のためのテクノロジー\u003c/strong\u003e\u003cbr /\u003e\nZendeskのAIテクノロジーは、人間同士の対話に取って代わるのではなく、あくまでカスタマーエクスペリエンスの向上手段として設計されています。生成AIをカスタマーエクスペリエンスに投入するには、人によるモニタリングが不可欠です。テクノロジーは決められたタスクを自動化するのには役立ちますが、全体として卓越したカスタマーサービスを提供するには人と人とのつながりが欠かせません。\u003ca href=\"/newsroom/articles/generativeai/\" target=\"_blank\" rel=\"noopener\"\u003e前述のレポート\u003c/a\u003eでも、81％の消費者が、AIを利用したカスタマーサービスで問題が発生した場合にすぐ人間のサポート担当者にアクセスできることが、企業を信頼できるかどうかで重要なポイントであると答えています。私たちは、AIテクノロジーが適切に使用され顧客に期待通りのサービスを提供できているかを確認するため、常に人によるモニタリングを実施しています。\u003c/p\u003e\n","promo":null,"headerVariant":"newsroom","hasProgressBar":true},"preview":false,"id":202197645,"locale":"jp"},"__lang":"jp","__namespaces":{"header":{"brand_logoname_blog":"Zendesk Blog","newsroom":"ニュースルーム","brand_subtitle_newsroom":"ニュースと発表","marketplace":"マーケットプレイス","arialabel_toggle":"モバイルメニューに切り替え","arialabel_search":"検索","contact_us":"お問い合わせください","primary_btn":"無料で試す","primary_btn_blog":"無料で試す","secondary_btn_pricing":"今すぐ購入","secondary_btn_login":"サインイン","secondary_btn_demo":"デモを見る","return_to_homepage":"ホームページに移動","newsroom_navlink_press_releases":"プレスリリース","newsroom_navlink_media":"メディアリソース","primary_btn_newsroom":"お問い合わせ","dropdown_products":"対象製品","dropdowns_service_title":"Zendesk for 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