臺灣博碩士論文加值系統

近年來，由於企業經營的模式已從「產品為中心導向」轉變為以「顧客為中心導向」，故如何留住舊有的顧客，提高其整體滿意度，已是目前企業面對競爭壓力下不得不作的功課。
本研究以顧客ERP (Enterprise Resource Planning, ERP)軟體應用問題為例，設計以顧客個人偏好知識為導向的常見問題集查詢系統，此常見問題集查詢系統的內容，將顧客經常面臨的軟體應用問題依ERP軟體應用知識的知識本體分類，讓顧客可以依其個人偏好來查詢知識描述，再提供此知識描述可以協助解決的問題，以協助使用者更有效率地尋找所需的解決方案。
為驗證系統的可行性，本研究結合本體論與推薦系統之特點，實際建置一個個人化服務導向之常見問題集查詢系統雛型，證實可以有效地應用於顧客個人化偏好知識推薦上。本研究預期，此研究所提出的線上常見問題集查詢系統，可以減少企業訓練客服人員處理顧客詢問問題之成本，降低顧客來電詢問問題的比率，並提高顧客來電接通率，進而提昇客服人員處理問題的能力，及加速顧客問題的處理效率，以協助提高客戶與內部員工對企業的滿意度及忠誠度，故可作為企業未來建置顧客個人化知識服務系統或是擴充其企業客戶關係服務系統功能時之參考。

In recent years, due to the conversion of business model from "product-centric orientation" into "customer-centric orientation", how to retain old customers and to improve their overall satisfaction is the homework of enterprise at first needs to notice when they face competitiveness. This study takes ERP (Enterprise Resource Planning) software applications as an example, and to design a Frequently Asked Questions (FAQ) oriented search system based on knowledge of customer’s preferences. This FAQ content search system categorizes customer''s software applications according to ERP software application knowledge ontology. Customers can query the knowledge description according to their personal preferences in order to help users solving problems more efficiently.
To verify the feasibility, this study combines ontology and recommendation system characteristics, physically build a prototype of personalized service oriented FAQ system to prove it can be effectively applied to customer knowledge and recommendations on personal preference. The study is expected that this online FAQ system can reduce the cost of enterprise training customer service staff and the rate of customer calls. Besides, it not only can increase the connection rate of customer calls, and improve solving problem skills of customer service staff, but also speed up customers’ problems processing efficiency, and increase satisfaction and loyalty of customers and inner staff. It can be a reference for enterprises to built customers personalized knowledge service system, or a reference for enterprises to expand its customer relationship service system.

摘 要 i
ABSTRACTOR ii
誌謝 iii
目錄 iv
第一章 緒論 1
第一節 研究背景 1
第二節 研究動機 3
第三節 研究目的 6
第四節 研究流程 7
第五節 論文架構 9
第二章 文獻探討 10
第一節 FAQ系統 10
一、 FAQ系統概述 10
二、 FAQ系統介紹 11
三、 FAQ相關研究 14
第二節 本體論 17
一、 本體論概述 17
二、 領域知識本體架構 20
三、 本體論於知識發掘與應用 22
第三節 推薦系統 24
一、 推薦系統介紹 24
二、 推薦機制 25
三、 個人化推薦服務相關研究 28
第四節 使用者回饋 33
第三章 個人化服務機制設計 36
第一節 個案公司介紹 36
第二節 系統需求探討 40
第三節 個人化服務設計 43
一、 建立軟體應用知識本體模型 43
二、 建立個人化知識推薦模型 46
第四章 系統實作 54
第一節 系統分析 54
一、系統架構 54
二、 資料前置處理 56
三、 系統開發環境 64
第二節 系統模組功能設計 66
一、 應用知識查詢模組 66
二、 熱門排行榜查詢模組 67
三、 知識滿意度回饋模組 69
四、 系統資料管理模組 70
第三節 個人化服務導向之常見問題集查詢系統實作與展示 72
第四節 系統預期效益 80
第五章 結論 82
第一節 研究貢獻 82
第二節 研究限制 84
第三節 未來展望 85
參考文獻 86
附錄一 軟體應用知識分類 92
自傳 95

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