臺灣博碩士論文加值系統

1.人工智慧在客戶服務上的應用是最近備受關注的課題，而真人客服與智能客服的應用與彼此間的關係，更是各產業所關心之議題。電子商務平台是電子商務中最重要也最成功的經營模式，如何長期經營、永續發展便是電商業者最需要優先思考之問題。
2.經由文獻回顧，彙整智能客服之應用層面與特徵，透過問卷調查方式以聯合分析法(Conjoint Analysis)檢測消使用智能客服之意願度，以及哪種模式接受度最大；找出消費者最適模式，將大大提升消費者使用智能客服之意願。
3.由調查結果可知，對於智能客服多數消費者都擁有積極正面的看法，並願意嘗試配有智能客服之電子商務平台；若電子商務平台配有智能客服，還能提升使用此平台之意願。這是由於他們認為智能客服是有耐心、快速且易於使用的，能幫助他們在電子商務平台購物時，提升其消費體驗。
4.電商業者未來應多利用科技之進步，將智能客服等技術引進電子商務平台當中，將有機會提升消費者使用之比例。本論文研究成果將有助於電商業者對於智能客服應用在電子商務平台之可行性分析。

1.The application of intelligence customer service is a topic that has received much attention recently. The relationship between human customer service and intelligent customer service is a big topic that different industries concern about. The e-commerce platform is the most important and successful business model in e-commerce. How to operate long-term and sustainable development is the most important issue for e-commerce.
2.Through literature review, the application level and characteristics of intelligent customer service are collected. Via the questionnaire survey, the conjoint analysis research is used to detect the willingness of intelligent customer service, and which mode has the highest degree of acceptance. It will greatly enhance consumers' willingness to use intelligence customer service.
3.According to the results, most consumers have a positive view on intelligence customer service, and are also willing to try the e-commerce platform with intelligent customer service. If the e-commerce platform is equipped with intelligent customer service, it can also enhance the willingness to use this platform. This is because they believe that intelligence customer service is patient, fast and easy to use, helping them to upgrade their experience when shopping on e-commerce platforms.
4.The operators of e-commerce should follow the new technologies of intelligence customer service in the future. Introduce intelligence customer service and other technologies into the e-commerce platform, which will have an opportunity to increase the proportion of consumers. The research results of this thesis will help to analyze the feasibility of the use of intelligent customer service in e-commerce platforms.

摘要
Abstract
目次
圖目次
表目次

第一章 緒論
1.1研究背景與動機
1.2研究問題與目的
1.3研究內容與方法
1.4研究流程與架構

第二章 文獻回顧與評析
2.1 電子商務發展歷程
2.2 人工智慧發展歷程
2.3 聯合分析法的原理與應用
2.4 綜合評析

第三章 電商物流現況分析
3.1 亞馬遜電子商務平台電商操作流程
3.2 智能客服的應用
3.3 問卷設計情境
3.4 綜合討論

第四章、智能客服應用與資料分析
4.1 問卷發放回收
4.2 問卷分析
4.3 問卷分析
4.4 綜合討論

第五章 結論與建議
5.1 結論
5.2 建議

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【網站部分】
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http://sitn.hms.harvard.edu/flash/2017/history-artificial-intelligence/，
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