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系統識別號 U0026-1807201914053400
論文名稱(中文) 導入智能助理之線上客服人力資源配置之研究
論文名稱(英文) Human Resource Allocation in an Online Customer Service Chat System with AI-based Chatbot
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系
系所名稱(英) Department of Industrial and Information Management
學年度 107
學期 2
出版年 108
研究生(中文) 王逸程
研究生(英文) Yi-Cheng Wang
學號 R36051034
學位類別 碩士
語文別 中文
論文頁數 54頁
口試委員 指導教授-謝中奇
口試委員-張秀雲
口試委員-張裕清
中文關鍵字 客戶服務聊天  自助式服務科技  智能助理  模擬最佳化  人力配置 
英文關鍵字 Customer service chat  Self-service technology  Chatbot  Simulation optimization  Human resource allocation 
學科別分類
中文摘要 客戶服務為企業組織與其客戶之間重要的互動,隨著科技的發展,客戶服務的種類與管道增加,其中客戶服務聊天具有一名客戶服務專員可以同時服務多名客戶的特性。而伴隨著人工智慧的發展而出現的智能助理成為了客戶服務聊天系統的一項輔助工具,企業組織根據需求去導入智能助理至其客戶服務聊天之前端介面,透過智能助理的功能來服務其客戶並減少客戶的等候時間以期提升客戶的服務滿意度,同時智能助理的導入也影響著企業組織固有的客戶服務聊天系統之人力資源配置。
本研究透過模擬模型來建構導入具反饋能力之智能助理的客戶服務聊天系統,並藉由模擬最佳化工具探討客戶聊天系統導入智能助理後在不同客戶到達率下採用的人力資源配置策略所產生的總成本,以及客戶因等候時間過長而離開系統的客戶離開比例,並且比較導入前後的差異。透過分析本研究模擬實驗的結果,我們發現到在客戶到達率低的情況下,導入智能助理於初期對於系統的平均客戶總成本並無顯著的降低,而在客戶到達率高的情況下,平均客戶總成本於初期即能夠有較大的節省成效。在本研究模擬的三種不同客戶到達率下,長期而言智能助理的導入都能夠為原來未導入智能助理的客戶服務聊天系統帶來顯著的平均客戶總成本節省,而且皆能夠降低客戶離開比例。
英文摘要 Customer service plays an important role between organizations and its customers. Among different types of customer service, a unique feature of customer service chat (CSC) is that agents can serve multiple customers simultaneously. The intelligent assistant (Chatbot) that emerged along with the development of artificial intelligence has become an auxiliary tool for the CSC system. The organization imports the chatbot to the front interface of its CSC system for reducing the waiting time of customers and improving customer satisfaction. And the introduction of chatbot also affects the human resource allocation of the CSC system inherent in the organization.

This study builds a CSC system that introduces a feedback-enabled chatbot through a simulation model and uses the simulation optimization tool to explore the human resource allocation strategy at different customer arrival rates. It also compares the total cost, as well as the percentage of abandonment before and after the import. The results of the simulation experiments revealed that in the case of low customer arrival rate, the introduction of the chatbot did not significantly reduce the average customer cost in the initial stage. In the long term, implementing chatbot brings significantly lower average total customer cost and the percentage of abandonment to the CSC system than the system without chatbots at three different arrival rates.
論文目次 摘要 I
Extended Abstract II
誌謝 VI
目錄 VII
表目錄 IX
圖目錄 X
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究流程 4
1.4 研究架構 5
第二章 文獻探討 7
2.1 客戶服務聊天 7
2.2 自助式服務科技 8
2.2.1 智能助理 9
2.3 服務速率與等候時間 11
2.3.1 服務水準 13
2.4 模擬最佳化 14
2.4.1 文獻上模擬最佳化的應用 15
2.5 小結 16
第三章 模型建構與發展 18
3.1 研究情境描述 18
3.1.1 研究假設 19
3.1.2 符號定義 20
3.2 成本函式建構 21
3.3 模擬模型建構 21
3.3.1 模組定義 23
3.3.2 暖機時間設定 32
3.3.3 模擬最佳化設定 33
3.4 小結 36
第四章 實驗結果與分析 37
4.1 Arena模擬參數設定 37
4.1.1 流程時間設定 37
4.1.2 模擬參數設定 38
4.1.3 單位成本設定 39
4.2 實驗結果與分析 40
4.2.1 實驗情境說明 40
4.2.2 結果與分析 41
4.3 小結 46
第五章 結論 47
5.1 結論 47
5.2 未來研究方向 49
參考文獻 51
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