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5172026-04-11

人類優勢：AI不會取代銷售人員，但會使他們勢不可擋

在AI快速發展的時代，許多人開始擔心自己的工作是否會被取代，尤其是以人際互動為核心的業務職位，更常被認為是下一波自動化的目標。然而，綜合 Highspot 與 Forbes 的最新觀點與研究可以發現，現實並非如此，AI不但難以完全取代業務，反而正在重新定義業務的價值，讓懂得運用AI的人變得更具競爭力。

AI確實已經能夠協助完成許多過去需要大量人力的工作，例如快速分析客戶資料、預測銷售機會，甚至自動生成開發信與簡報內容，這些能力大幅提升了效率，也讓業務可以在更短時間內完成準備工作。然而，真正影響成交的關鍵，往往不在這些可量化的流程，而是在於人與人之間的互動。許多企業導入AI後發現，工具雖然提升了作業速度，卻未必直接轉換為業績成長，原因就在於成交本質仍是「人」的決策，而不是單純的數據判斷。

銷售的核心其實是信任的建立。客戶願意做出購買決定，多半來自於對業務個人的信賴，而這種信任來自於理解、共感與長期互動。業務在面對客戶時，能從語氣、表情甚至微妙的猶豫中讀出真正需求，並即時調整溝通方式，這些高度情境化的判斷，目前仍是AI難以完整掌握的能力。AI可以提供建議，卻無法真正「感受」對方，也難以在關鍵時刻做出具有溫度的回應。

另一方面，Forbes所引用的大規模研究顯示，AI在模擬人類行為方面已經取得顯著進展，甚至在某些情境中能接近真實客戶的反應，這讓企業在市場測試與策略模擬上有了更有效率的工具。不過，研究同時指出，AI仍然缺乏真實情緒與複雜的人性因素，因此無法完全取代真實客戶的決策模式。換句話說，AI可以幫助企業「預測可能」，但無法完全取代「真實發生」。

因此，真正正在發生的改變並不是AI取代人類，而是工作模式轉向「人機協作」。企業逐漸將重複性高、可標準化的任務交由AI處理，例如資料整理、內容生成與數據分析，讓業務能把更多時間投入在建立關係、理解需求與促成成交這些高價值環節。這樣的分工不僅提升效率，也讓業務角色從執行者轉變為更具策略與影響力的角色。

從台灣職場的角度來看，這樣的趨勢其實更明確。未來不會是「業務會不會被AI取代」的問題，而是「業務會不會使用AI」的差別。那些仍停留在傳統作業方式、只做重複性工作的業務，確實可能被逐漸邊緣化；但能夠善用AI提升效率，並把時間投入在人際經營與價值創造的人，反而會變得更加不可取代。

總結來說，AI並不是來取代業務，而是放大業務能力的工具。當機器負責處理效率，人則專注於信任與關係，兩者結合所產生的價值，遠遠超過單獨一方所能做到的程度。在這樣的時代裡，真正的競爭優勢，不在於是否擁有AI，而在於是否懂得與AI一起工作。

如果您對：「運用人類優勢+人種會輔助，更讓業務人員勢不可擋」感興趣，歡迎您加入台灣人工智慧應用交流協會　https://taiaea.org.tw/wp/archives/1687

參考文章
AI Customers Closely Mirror Humans, Research Suggests
The human edge: Why AI won’t replace sellers but will make them unstoppable

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  515. Just a few days later, Star reached a deal with US casino giant Bally’s for at least $250 million in exchange for a controlling stake in the company. In January this year, the company told the ASX it had just $79 million left in available cash and had burned through $70 million since the end of September. By the time its new Brisbane casino opened on August 29, 2024, that had plummeted to 57 cents a share, making it difficult for the company to raise funds and keep its new business operating.
    The four-story enterprise sits near the heart of Brisbane’s central business district and occupies a pair of listed buildings once home to offices of the Queensland government. ‘The Star Brisbane will have the newest games to discover, breakout areas, plus three brand-new bars including a huge Sports Bar and two restaurants to enjoy,’ the company states. The company could retain the license if the term of the state-appointed manager is extended, or it could be terminated. Also forthcoming for Star is the ruling from the Bell Two inquiry regarding the company’s suitability to retain its Star Sydney casino license, set to be handed down before month’s end.
    The southern hemisphere’s biggest arts festival has appointed its new chief executive officer following a global search. The new precinct on the edge of Brisbane River will experience multi-phase openings, with The Star Brisbane at the heart of the 12-hectare space. The Queen’s Wharf development is a joint venture project owned 50% by Star and 25% each by Hong Kong jewelry giant Chow Tai Fook Enterprises and real estate company Far East Consortium – both of which also have gaming interests elsewhere. A growing list of restaurants and bars across the precinct, including on Sky Deck and at The Terrace, where the pedestrian bridge connects to the city, is under final fitouts and will open progressively.
    Separately, in relation to other regulatory concerns about the way The Star Entertainment Group had conducted its anti-money laundering and other duties in Australia, Queensland had from October 2022 found the company “unsuitable” to hold a casino licence in that state. Also opening on or shortly after August 29 will be the LiveWire bar – a version of which already exists at Star’s Treasury Casino – a 1440-seat event centre, the 340-room Star Grand Hotel and a range of other restaurants and bars. The company has been given until the end of 2024 to prove it should not have its Queensland licence suspended for impropriety. Finch said that the decision to close the Treasury Casino and Hotel, which operate out of two adjacent heritage-listed CBD buildings, was “an emotional one” for staff because the company had been the caretaker of the sites since 1995. The company’s Queensland licence only allows for one Brisbane casino and moving its operations to Queen’s Wharf is a complex and costly operation. Asia Gaming Brief (AGB) is a news, market intelligence, events, and networking company focused on Asia Pacific’s rapidly expanding gaming industry. The company underwent a series of capital raising exercises, including more investment from its joint venture partners, in order to finish work on the project while also handling the backlash (including fines and court cases) linked to previous AML/CTF failings.
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    The Star Brisbane also features the Sky Deck – a 250-metre stretch of restaurants and bars, and the Leisure Deck running between four towers, offering 12,000 square metres of open-air space. Positioned at the heart of the Queen’s Wharf precinct, The Star Brisbane will deliver four new luxury hotels, a myriad of new restaurants, bars and entertainment experiences, luxury retail, and a state-of-the-art Event Centre to the Brisbane CBD. Set to house over 50 hospitality venues upon completion there’s an abundance of restaurants and bars at The Star Brisbane we simply cannot wait to try! A growing list of restaurants and bars across the precinct including Sky Deck and The Terrace, where the pedestrian bridge connects to the city, are under final fit outs and will open progressively. https://blackcoin.co/list-of-casinos-in-brisbane/ centers around Treasury Brisbane, a heritage-listed complex that spans two beautifully restored historic buildings in the heart of the city. The company’s fortunes have significantly impacted Queensland’s casino landscape, with recent financial challenges creating uncertainty in the industry. Today’s planners are searching for venues that deliver atmosphere, flexibility and experiences guests will actually talk about long after the event ends.The company employs approximately 9,000 people across these states, including 3,000 in Brisbane alone, making its stability crucial to the local economy.
    Hotel guests will have exclusive access to three stunning pools on the resort’s Leisure Deck, a 12,000sqm open-air oasis which delivers two football fields of public space, plus direct access to The Star Brisbane’s striking showpiece Sky Deck, a 250m rooftop runway of restaurants and bars floating 100m above the Brisbane River. At the heart of the resort is The Star Grand; Brisbane’s newest five-star hotel offering 340 luxury rooms across two arc-shaped towers overlooking Brisbane River. Get ready to be taken on a culinary journey across the world with the abundance of restaurants and bars to discover at The Star Brisbane. Perched 35 metres above street level, between the resort’s four towers, The Star Brisbane’s Leisure Deck is a 12,000sqm open-air oasis in the heart of Brisbane’s City.
    Regulatory and government approvals remain crucial as the company aims to deliver outstanding outcomes for the community, guests, and team members. At the heart of the resort is The Star Grand; Brisbane’s newest five-star hotel offering 340 luxury rooms across two arc- shaped towers overlooking Brisbane River. Signature features include Sky Deck, a breathtaking rooftop destination with a 250m runway of restaurants and bars 100m above the Brisbane River, perfect for private functions or soaking up 360-degree views. Nestled in the heart of the $3.6 billion Queen’s Wharf precinct in Queensland, Australia, The Star Brisbane is poised to become a landmark destination within Brisbane’s newest entertainment and leisure hub. Hotel guests at The Star Brisbane will have exclusive access to three swimming pools on the resort’s expansive Leisure Deck, a 12,000-square-metre open-air oasis offering a 12 football fields of public space, as well as direct access to the striking Sky Deck – a 250-metre rooftop runway of restaurants and bars situated 100 metres above the ground. At the heart of the resort lies The Star Grand, Brisbane’s newest five-star hotel, which offers 340 luxury rooms and four Skyline Penthouse Suites spread across two arc-shaped towers overlooking Brisbane River.

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