摘要(英) |
In recent years, Chatbots have become more and more popular, and various Chatbot platforms have appeared one after the other, such as NLP companies like Facebook Wit.ai, Google Dialogflow, IBM Watson, Microsoft LUIS, etc., to the Manychat and Chatfuel platforms without writing programs.
Chat is a basic way of interacting with people. Nowadays communication software is quite common and everyone is using it. Chatbots can be used in many ways, such as online customer service, education, entertainment and personal assistants. They can replace the repetitive customer service work, 24 hours of uninterrupted work, so that customer service staff can handle more complex problems, saving the resource cost of customer service manpower.
This study aims to build a school customer service chatbot with serverless framwork, using Google apps script as the development language, analyzing the semantics with Dialogflow, and using Firebase database to store conversation records, satisfaction records, feedback and build the backend for each administration. The unit establishes a question and answer set. Managers can understand the service status of customer service chatbot according to various data, continuously improve the question and answer set, improve accuracy, and reduce the burden on customer service personnel.
In this paper, in the overall customer satisfaction evaluation, 52 users were invited to join the customer service chatbot to implement the online questionnaire, and the results were analyzed. The average value of the Likert scale was 4.06.The user is agreed with the service of the customer service chatbot mentioned in this paper.
|
參考文獻 |
[1]Microsoft QnA Maker,”QnAMaker.”[Online]
Avaliable: https://www.qnamaker.ai [Accessed:17-Jun-2019].
[2]Skype ,[Online]. Avaliable:https://www.skype.com/zh-Hant/
[Accessed:22-Jun-2019]
[3]Messenger ,[Online]. Avaliable:https://www.messenger.com/
[Accessed:22-Jun-2019]
[4]Google Dialogflow,”Dialogflow”[Online]
Avaliable: https://dialogflow.com [Accessed:17-Jun-2019].
[5] AI技術如何打造智能客服[Online].
Available: https://kknews.cc/tech/v6j63jy.html,[Accessed:18-Jun-2019].
[6]機器人客服vs人工客服[Online]
https://kknews.cc/zh-tw/tech/rz3yvkx.html,[Accessed:18-Jun-2019.
[7]李開復、王詠剛,人工智慧來了,天下文化,台北市,民國106年。
[8]Stuart Russell,and Peter (1994)Norvig,”Artificail Intelligence:A Modern
Approach”
[9]古明地正俊、長谷佳明,AI人工智慧的現在未來進行式,遠流,台北市,民
國106年。
[10]Reshmi,S.Balakishnan,Kannan..”Implementation of an inquisitive chatbot
for database supported knowledge bases,” Sa dhana , vol. 41,pp.1173-1178, 2016.
[11] Business Insider. (2016). THE MESSAGING APPS REPORT: Messaging apps are now bigger than social networks. [online] Available at: https://www.businessinsider.com/the-messaging-app-report-2015-11 [Accessed 29 Jun. 2019].
[12] M. Turing,"Computing Machinery and Intelligence," Mind, Volume LIX, Issue
236, pp.433-460, 1 October 1950
[13]Amir Shevat著,設計聊天機器人建立對話式體驗,黃朝秋、賴薇如譯,碁
峰,台北,民國107年。
[14] W. Joseph, "ELIZA-a computer program for the study of natural language
comunication between man and machine, "Communications of the ACM, vol. 9,
Issue 1, pp.36-45, 1966.
[15]張偉男,劉挺,「聊天機器人技術的研究進展」,中國人工智慧學會通訊,
第 6卷第1期,2016。
[16]ALICE,[Online].Available: http://www.alicebot.org, [Accessed:16-Jun-2019].
[17]蔡孟涵等,「對話機器人在工程上的應用-以Ask Diana為例」,土木水利,
第45卷第5期,2018:94-100。
[18]Medium. (2017). Benchmarking Natural Language Understanding Systems: Google, Facebook, Microsoft, Amazon, and Snips. [online] Available at: https://medium.com/snips-ai/benchmarking-natural-language-understanding-systems-google-facebook-microsoft-and-snips-2b8ddcf9fb19 [Accessed 22 Jun. 2019].
[19]Massimo Canonico,Luigi De Russis. " A Comparison and Critique of Natural
Language Understanding Tools, " The Ninth International Conference on Cloud Computer, GRIDs, and Virtualization, 2018
[20]陳招安,「實作AI聊天機器人於校園諮詢服務之研究聊天機器人於校園
諮詢服務之研究」,中央大學碩士論文,2018。
[21]Google Cloud Platform, "cloud platform",[Online]. Avaliable:
https://cloud.google.com [Accessed:22-Jun-2019].
[22]Google Apps Script, [Online]. Avaliable:
https://developers.google.com/apps-script/ [Accessed:22-Jun-2019]
[23]Chatfuel,[Online]. Avaliable: https://chatfuel.com [Accessed:22-Jun-2019]
[24]Slack,[Online]. Avaliable: https://slack.com [Accessed:22-Jun-2019]
[25]Janis,[Online]. Avaliable: https://www.janis.ai [Accessed:22-Jun-2019]
[26]Google Forms,[Online]. Avaliable:
https://www.google.com.tw/intl/zh-TW/forms/about/ [Accessed:22-Jun-2019]
[27]Line@Manager,[Online]. Avaliable:https://at.line.me/tw/feature
[Accessed:22-Jun-2019]
[28]Google Firebase,[Online]. Avaliable:https://firebase.google.com/
[Accessed:22-Jun-2019]
[29]Technical Direct. (2014). 何謂使用者經驗及如何提升使用者經驗 – Technical Direct. [online] Available at: http://www.technical-direct.com/何謂使用者經驗及如何提升使用者經驗/ [Accessed 22 Jun. 2019].
[30] Google Dialogflow, "Quotas and limits" [online] Available at: https://cloud.google.com/dialogflow-enterprise/quotas [Accessed 22 Jun. 2019]
|