客服機器人是一種自然語言輸入後進行語意解讀並產生對話回應的代理人程式，可應用於網路客服、線上問答及維修服務等等方面，甚至可以二十四小時不間斷取代人類從事重複性的客服工作，亦可提前保存所有訊息紀錄，節省網路客服之人力成本及時間。 本研究建構客服機器人即時回覆功能，來解決院內同仁較重覆性醫療資訊問題，以台南市某醫院員工為主要對象進行體驗及訪談，將訪談結果依方便性、易用性、實用性三種構面進行分析，並歸納客服機器人結合醫療資訊系統報修服務系統設計的服務需求。 根據研究訪談的結果，發現使用者的需求：(1)調整人性化的應答方式；(2)增加多項問題與解答選單；(3)改善畫面直觀的設計；(4)增加其他支援的通訊平台；(5)提供緊急案件服務。 Customer service robot is a kind of agent program for semantic interpretation and dialogue response after natural language input, which can be applied to network customer service, online Q & A and maintenance services, etc., and can even replace human to engage in repetitive customer service work 24 hours a day, and can also save all information records in advance, saving the human cost and time of network customer service. This study constructs chatbot customer service robot instant response function to solve the repeated medical information problems of colleagues in the hospital. The main object of this study is to experience and interview employees in a hospital in Tainan City. The interview results are analyzed in terms of convenience, ease of use and practicability, and the service requirements of customer service robot combined with the design of medical information system repair service system are summarized. The results of research interviews, sorting out potential user needs: (1) adjusting the humane response mode; (2) increase the number of Questions and Answers menu; (3) to improve the image intuitive design; (4) increase in other support of communication platform; (5) the provision of emergency services cases.
