聊天機器人之功能應用－以中華郵政i郵箱智能櫃常見問題為例

Chatbot Applications -- as an Example of Chunghwa i Mailbox Post Smart Express Cabinet FAQ

10.29893/NCUTMAN.201811.0098

曾琬婷(Wan-Ting Tseng)；吳世光(Shung-Kung Wu)

聊天機器人 ； 中華郵政 ； 智能櫃 ； Chatbot ； Chunghwa Post ； Smart Express Cabinet

管理學術研討會

第十六屆（2018 / 11 / 01）

994 - 1004

繁體中文

在電子商務多元化的快速發展下，商品的配送模式由「大量、少樣、少據點」，逐漸轉變「少量、多樣、多據點」的形式，來因應消費者在網路購物上的各式需求。在實體配送中，據7-ELEVEN的統計，2015年就有超過6,000萬人次到便利超商使用取貨和寄件的服務。然而，大約就有一成的包裹需要兩到三次的配送才能成功送達，主因是現在雙薪家庭的在宅率偏低，且過程中需多次聯絡顧客約定送達時間，其所需投入的時間與精神大幅增加配送作業的繁瑣程度，而這也是大部分的宅配業者遇到的相同難題。因此目前業者的發展策略可結合目前全台灣高度密集的超商及場所來導入智能快遞櫃建立市場規模。此外，聊天機器人是現在熱門的應用之一，是一個可以對自然語言輸入做出回應的程式，並試圖以模仿真人的方式進行對話，可以應用於線上客服、娛樂、教育、個人助理和智慧問答等等種類。因此，本研究建構一聊天機器人與中華郵政i郵箱做結合，進行探討與研究。

With the rapid development of e-commerce diversification, the distribution model of goods has changed from 〞a large number, less sample, and a small number of bases〞 to 〞a small number, diverse sample, and multi-site〞 format to respond to consumers' various demand of online shopping. In physical distribution, according to 7-ELEVEN statistics, in 2015, more than 60 million people went to convenience stores to use pick-up and delivery services. However, about 10% of the packages needed to be delivered two to three times in order to be successfully delivered. The main reason is that the current double-income family has a low home rate, and the process requires multiple contact with the customer to agree on the delivery time. It increases the cumbersomeness of the delivery operation, and this is the same problem that most home delivery operators encounter. Therefore, the current development strategy of the industry can be combined with the current highly intensive supermarkets and places in Taiwan to introduce smart express cabinets to establish a market scale. In addition, the chatbot is one of the hottest applications, a program that responds to natural language input, and attempts to communicate in a mock-up manner, for online customer service, entertainment, education, personal assistants, and smart questions and answers. Therefore, the purpose of this study is to make a approach to the combination of a chatbot and Chunghwa Post i mailbox.