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

楊易睿(Yi-Jui Yang) ； 劉仲矩(Chung-Chu Liu)

《管理資訊計算》 11卷1期 (2022/03) Pp. 128-137

https://doi.org/10.6285/MIC.202203_11(1).0010

摘要

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。

關鍵字

人工語音智能 ； 語音助理 ； 阻礙因子 ； 決策實驗分析法

並列摘要

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.

並列關鍵字

Voice Intelligence ； Obstruction Factors ； Decision Making Trial ； Evaluation Laboratory Method

參考文獻

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。 doi: 10.7047/JLM.201006.0067

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。 doi: 10.6736/JPSR.201209_9(2).0004

Chung, H., Iorga, M., Voas, J., & Lee, S. (2017). Alexa, can I trust you?. Computer, 50(9), 100-104. doi: 10.1109/MC.2017.3571053

Hoy, M. B. (2018). Alexa, Siri, Cortana, and more: an introduction to voice assistants. Medical reference services quarterly, 37(1), 81-88. doi: 10.1080/02763869.2018.1404391

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. doi: 10.1016/j.chb.2019.05.009