電信業營運商營運創新之個案研究-以X電信門市實際運用NEXT BEST ACTION為例

各行各業於過去或接下來的這幾年，都或多或少正在或即將會遭受到AI人工智慧及BIG DATA大數據浪潮的衝擊，且對於所有人或產業而言，都將會是完全無法躲避的潮流及趨勢。因研究生任職於對於科技發展及運用頗為敏感的臺灣電信業營運商，故本研究將以臺灣前三大電信業營運商之一- X電信之門市將人工智慧及大數據相結合的營運創新服務NEXT BEST ACTION，實際於X電信門市的CRM客戶關係管理系統之運用，來作為本研究的主題。同時會以相關資料來說明並驗證，X電信所推出結合人工智慧及大數據運用之營運創新服務NEXT BEST ACTION，是否有符合並運用「人工智慧及大數據運用之關鍵成功因素」。以及導入結合人工智慧及大數據運用的營運創新服務NEXT BEST ACTION後，對於「外部客戶滿意度」、「內部員工滿意度」、公司「績效」要求，是否會有正面或負面的成效產生。

關鍵字

人工智慧；大數據； NEXT BEST ACTION ；關鍵成功因素；營運創新

並列摘要

In the past or the following years, all walks of life are more or less in the impact of Artificial Intelligence and BIG DATA, and will be completely for everyone or industry. Trends and trends that cannot be avoided. As graduate students work for Taiwanese telecom operators who are sensitive to the development and application of technology, this research will combine operational innovation with artificial intelligence and big data with one of Taiwan's top three telecom operators, X-Telecom. Service NEXT BEST ACTION, which is actually used in the X-Telecom CRM customer relationship management system, is the subject of this study. At the same time, relevant information will be used to explain and verify that X Telecom has launched NEXT BEST ACTION, an operational innovation service that combines artificial intelligence and big data, whether it meets and applies the key success factors of artificial intelligence and big data. And after importing the NEXT BEST ACTION, an operational innovation service that combines artificial intelligence and big data, will there be positive or negative results for “external customer satisfaction”, “internal employee satisfaction”, and company “performance” requirements.