臺灣博碩士論文加值系統

本論文主要探討人工智慧客服對現有客服人員與客戶滿意度，透過訪談高科技主管、客服人員及客戶方式，來瞭解人工智慧客服的服務品質、客戶滿意度是否會取代客服人員。
現況人工智慧客服將傳統一對一的客戶服務模式，升級成新一代、全渠道、行動化與智慧化的客服平台，惟對於資料庫建置及學習模式，仍屬於嬰兒時期，僅能服務簡單及重複性的問題，服務溫度也仍需由客服人員補強。在人工智慧客服無法滿足或回應客戶的服務需求時，客戶可立即選擇轉接至客服人員，達到「人機協作」與「多工模式」等特色，能有效協助減少人事支出、提昇服務效能、避免營運風險等方面都有出色表現。
本研究根據蓃集參考相關文獻、訪談得到下列結果：
一、 人工智慧客服讓經常且重複性提問，在諮詢服務交流工作中解脫出來，也因此讓企業節省了很多人力成本和時間成本。
二、 人工智慧客服屬於被動化的服務，對傳統企業而言，在系統部署和維護上還是有技術上的瓶頸。
三、 人工智慧客服透過機器對自然語言的深度學習，以期提升客戶體驗，惟目前人工智慧客服發尚未成熟，若客戶未有良好服務體驗，自然不會習慣使用人工智慧客服。
關鍵字：人工智慧、客服人員、客戶關係、客戶滿意度
本論文主要探討人工智慧客服對現有客服人員與客戶滿意度，透過訪談高科技主管、客服人員及客戶方式，來瞭解人工智慧客服的服務品質、客戶滿意度是否會取代客服人員。
現況人工智慧客服將傳統一對一的客戶服務模式，升級成新一代、全渠道、行動化與智慧化的客服平台，惟對於資料庫建置及學習模式，仍屬於嬰兒時期，僅能服務簡單及重複性的問題，服務溫度也仍需由客服人員補強。在人工智慧客服無法滿足或回應客戶的服務需求時，客戶可立即選擇轉接至客服人員，達到「人機協作」與「多工模式」等特色，能有效協助減少人事支出、提昇服務效能、避免營運風險等方面都有出色表現。
本研究根據蓃集參考相關文獻、訪談得到下列結果：
一、 人工智慧客服讓經常且重複性提問，在諮詢服務交流工作中解脫出來，也因此讓企業節省了很多人力成本和時間成本。
二、 人工智慧客服屬於被動化的服務，對傳統企業而言，在系統部署和維護上還是有技術上的瓶頸。
三、 人工智慧客服透過機器對自然語言的深度學習，以期提升客戶體驗，惟目前人工智慧客服發尚未成熟，若客戶未有良好服務體驗，自然不會習慣使用人工智慧客服。
關鍵字：人工智慧、客服人員、客戶關係、客戶滿意度

Currently, artificial intelligence customer service upgrades the traditional one-to-one customer service model to a new generation, omni-channel, action, and intelligent customer service platform. However, it is still in the initial stage and can only be used for simple services. The purpose of this study is to investigate the impact of artificial intelligence customer serviceon customer service staff and cunstomers’ satisfcation. The impact of artificial intelligence customer deal with the repeatability problems, the service temperature still needs to be reinforced by customer service personnel. When the artificial intelligence customer service cannot meet or respond to the customer''s service needs, the customer can immediately choose to transfer to the customer service personnel to achieve the characteristics of “human-machine collaboration” and “multi-task mode”, which can effectively help reduce personnel expenses and improve service efficiency. Based on In-depth interview analysis, this study has the following conclusions. First of all, artificial intelligence customer service allows frequent and repetitive questions, freeding up in the exchange of consulting services, and thus allows the companies to save a lot of labor costs and time costs.Second, artificial intelligence customer service is a passive service. For traditional enterprises, there are still technical bottlenecks in system deployment and maintenance. Third, artificial intelligence customer service through the machine''s deep learning of natural language in order to enhance the customer experience, but the current artificial intelligence customer service is immature. . If the customer does not have a good service experience,they will not be accustomed to using artificial intelligence customer service.

目錄
第一章 緒論 1
第一節 研究動機 1
第二節 研究目的 6
第三節 研究流程與架構 7
第二章 文獻回顧 8
第一節 服務品質 9
第二節 客戶滿意度 15
第三節 人工智慧應用 17
第三章 人工智慧客服 21
第一節 人工智慧定義與發展 21
第二節 人工智慧在金融保險之應用 29
第三節 人工智慧客戶服務 38
第四章 人工智慧客服之影響 49
第一節 人工智慧客服對於客戶滿意度之影響 49
第二節 人工智慧客服對於現有客服之影響 54
第三節 人工智慧客服的優缺點 57
第四節 AI客服問卷訪談 64
第五章 結論與建議 78
第一節 結論 78
第二節 研究限制與建議 80
參考文獻 81
一、中文 81
二、英文 81
三、網路資料 85
圖目錄
圖 1- 1各產業認為影響未來成長的潛在威脅 3
圖 1- 2未來保險業務成長最大威脅 3
圖 1- 3保險業主管最希望增進以上項目以拓展機會 4
圖 1- 4保險業主管認為組識內最需要的技能 4
圖 2- 1PZB 缺口圖 12
圖 2- 2服務品質的決定因素 13
圖 2- 3服務品質關鍵因素 14
圖 2- 4智慧資本管理模式圖 17
圖 2- 5多模式控制系統是感官模式與感測模式間的互動關係 19
圖 2- 6動作與控制介面 20
圖 3- 1模擬圖靈測試情境 22
圖 3- 2早期的專家系統SYMBOLICS3640 24
圖 3- 3智能客服進線圖 39
圖 3- 4客服中心組織圖 41
圖 3- 5機器學習 44
圖 3- 6人工智慧發展 46
圖 4- 1每通來電客服成本 61
表目錄
表2- 1準確率與檢出率 18
表3- 1NPS計算範例 33
表3- 2客服人員工作內容 40
表4- 1客服人員留任率及轉職率 57
表4- 2人工智慧客服SWOT分析 58
表4- 3客服人員薪資表 61
表4- 4客服人員薪資成長表 62
表4- 5訪談客戶內容表 74

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三、網路資料
1.https://www.pwc.com/gx/en/ceo-agenda/ceosurvey/2017/gx/industries/insurance.html
2.Lovelock,C.H& R.F.Young(1979) Look Customer Increase Productivity Harvard Business Review,57(3),168-180[2]
3.Parasuraman, A., Zeithaml, Ｖ.Ａ and,Berry,L.L,(1988)." Communication Control Processes in the Delivery of Service Quality” Journal of Marketing Vol 52,No 2,pp 35-38.[1]
4.https://www.google.com.tw/search?q=ai+machine+learning&tbm=isch&tbs=rimg:CTvTvEJRYv1EIjg2GzgTlm4u5gHbljJ6_1GpGthT7C0cv2S_1EHRzHEWMJFqGdC-4sLzxB2LMphK7-KiL1TTACDwAFKyoSCTYbOBOWbi7mEcLX2VTMd2y9KhIJAduWMnr8akYRJVSqjcILvI4qEgm2FPsLRy_1ZLxG9yD098JedrCoSCcQdHMcRYwkWEXzpoFAJm_1w8KhIJoZ0L7iwvPEERad6gKzDQ7hwqEgnYsymErv4qIhHnSMglwyPFsioSCfVNMAIPAAUrEalL7BDTnF4h&tbo=u&sa=X&ved=2ahUKEwjAk-iH8cDaAhWLoJQKHaVvB6IQ9C96BAgAEBs&biw=1440&bih=809&dpr=1#imgrc=9U0wAg8ABSvOZM: