人工語音智能阻礙使用之因素研究－使用決策實驗室分析法

Deterring Factors against the Usage of Voice Assistant by Using DEMATEL Method

10.6285/MIC.202203_11(1).0010

楊易睿(Yi-Jui Yang)；劉仲矩(Chung-Chu Liu)

人工語音智能 ； 語音助理 ； 阻礙因子 ； 決策實驗分析法 ； Voice Intelligence ； Obstruction Factors ； Decision Making Trial ； Evaluation Laboratory Method

管理資訊計算

11卷1期（2022 / 03 / 01）

128 - 137

繁體中文

自千禧年開始，人工語音智能可說是以飛躍式的發展影響著消費者的生活，隨著智慧型手機及配件在消費者市場中逐漸地普及，內建其中的各品牌人工語音智能也逐漸地為消費者所熟知及使用。然而，在許多國家中皆有新聞媒體人工語音智能可能導致私人資訊及安全的危機。此外，人工語音智能仍然處在開發尚未完全成熟的階段，在使用上仍可能存在對消費者使用不便及妨礙使用的因素。本研究係透過詢問阻礙使用人工語音智能之因素，蒐集33份有效問卷，探討12個可能阻礙使用人工語音智能之因子，分別為與觸控無異、設備不相容、容易意外開啟、語調辨識不佳、回答千篇一律、對話缺乏人性、內容監聽疑慮、容易誤解原意、專業性不足、參雜無關事務、吵雜環境不適用以及手機隱私不保，並透過決策實驗分析法（DEMATEL）分析問卷樣本，從其結果得知，容易意外開啟、語調辨識不佳及吵雜環境不適用為三個最高首要關聯性和原因度的關鍵影響性因子。本研究期許透過阻礙因素之研究，提供未來在人工語音智能的發展上所需關注及尚能改善之重點，以期能夠使智慧型裝置使用者提升使用人工語音智能之意願。

The development of voice intelligence has been prospering rapidly since the millennialism and thus tremendously influencing the life of smart device users. As the widespread of the usage of smart phones and devices, the voice intelligences installed inside those devices are gradually recognized by consumers. However, news that indicate the concerns of personal information security exist in several countries. In addition, the development of voice intelligence is still in progress, which might contribute the factors the make consumers difficult or inconvenient to use voice intelligence. Therefore, this research aims to discuss the factors of obstruction from using voice intelligence through 33 samples of questionnaire. The Decision Making Trial and Evaluation Laboratory (DEMATEL) method is used in this research to analyze the 12 factor probability influencing the obstruction of using voice intelligence. The research attempts to find out the key obstruction and the criteria which need the most concern for the purpose of the improvement of the voice intelligence as well as the consumer's willing to use the voice intelligence on their smartphone or smart devices.

1. 張曉楨(2012)。大專生面對職場應具備能力之探討－以服務業為例。績效與策略研究，9(2)，71-90。
   連結：
2. 許建華,管孟忠,林心雅,紀念呈(2010)。運用決策實驗室法探討 3C 零售業提升服務品質專案之關鍵成功因素。運籌與管理學刊，9(1)，67-81。
   連結：
3. 陳瑞玲,吳杰穎,林文苑,林建宏(2014)。都市洪災脆弱度因子與都市規劃防範策略之探討。建築學報，89，75-92。
   連結：
4. 楊亨利,李博逸(2021)。手機語音助理持續使用影響因素之探討。資訊管理學報，28(2)，215-246。
   連結：
5. 楊雅玲,徐文華,周明道(2016)。行李託運作業安全核心風險因素之研究－高雄機場為例。航空安全及管理季刊，3(1)，1-22。
   連結：
6. Alepis, E.,Patsakis, C.(2017).Monkey says, monkey does: security and privacy on voice assistants.IEEE Access,5,17841-17851.
7. Chung, H.,Iorga, M.,Voas, J.,Lee, S.(2017).Alexa, can I trust you?.Computer,50(9),100-104.
8. Diao, W.,Liu, X.,Zhou, Z.,Zhang, K.(2014).Your voice assistant is mine: How to abuse speakers to steal information and control your phone.Proceedings of the 4th ACM Workshop on Security and Privacy in Smartphones & Mobile Devices
9. Dizon, G.(2017).Using intelligent personal assistants for second language learning: A case study of Alexa.Tesol Journal,8(4),811-830.
10. Dubiel, M.,Halvey, M.,Azzopardi, L.(2018).,未出版
11. Easwara Moorthy, A.,Vu, K. P. L.(2015).Privacy concerns for use of voice activated personal assistant in the public space.International Journal of HumanComputer Interaction,31(4),307-335.
12. Ha, Q. A.,Chen, J. V.,Uy, H. U.,Capistrano, E. P.(2021).Exploring the privacy concerns in using intelligent virtual assistants under perspectives of information sensitivity and anthropomorphism.International Journal of Human-Computer Interaction,37(6),512-527.
13. Han, S.,Yang, H.(2018).Understanding adoption of intelligent personal assistants: A parasocial relationship perspective.Industrial Management & Data Systems
14. Hoy, M. B.(2018).Alexa, Siri, Cortana, and more: an introduction to voice assistants.Medical reference services quarterly,37(1),81-88.
15. McLean, G.,Osei-Frimpong, K.(2019).Hey Alexa… examine the variables influencing the use of artificial intelligent in-home voice assistants.Computers in Human Behavior,99,28-37.
16. Sörös, G.,Daiber, F.,Weller, T.(2013).Cyclo: a personal bike coach through the glass.SIGGRAPH Asia 2013 Symposium on Mobile Graphics and Interactive Applications
17. Sweeney, M. E.,Davis, E.(2020).Alexa, are you listening? An exploration of smart voice assistant use and privacy in libraries.Information Technology and Libraries (Online),39(4),1-21.
18. Todorov, J.,Stoyanov, S.,Valkanov, V.,Daskalov, B.,Popchev, I.(2016).Learning intelligent system for student assistance-LISSA.2016 IEEE 8th international conference on intelligent systems (IS)
19. Zhang, N.,Mi, X.,Feng, X.,Wang, X.,Tian, Y.,Qian, F.(2019).Dangerous skills: Understanding and mitigating security risks of voice-controlled third-party functions on virtual personal assistant systems.2019 IEEE Symposium on Security and Privacy (SP)
20. Zhang, Y.,Xu, L.,Mendoza, A.,Yang, G.,Chinprutthiwong, P.,Gu, G.(2019).Life after speech recognition: Fuzzing semantic misinterpretation for voice assistant applications.Proc. of the Network and Distributed System Security Symposium (NDSS'19)
21. 吳建達,林憲裕(2019)。以網路語音助理及車載網路訊號發展之車內設備控制系統。車輛工程學刊，13，1-20。

1. 賴冠學,葉子明,黃梓祺,陳宜庭,呂曉媛,何佩慈(2022)。應用決策實驗室分析法探討離島地區居民使用行動支付服務關鍵因素。管理資訊計算，11(2)，179-198。