摘要
近年來，職場上環境的安全、衛生與員工的健康等議題逐漸的受到重視。職業衛生這個領域提供了專業的知識來防範職場上的災害（職業傷害）與相關病症（職業病）的發生，也包含了相關的條文規定、檢核機制與輔導機制，讓各產業單位能夠了解並認知其重要性。因此本國制定了相關的法規條文來鼓勵與輔導各產業單位落實職業衛生的管理，以防止職業災害的發生。 目前在網路平台上，政府單位與民間企業逐漸發展出相關的法規檢索系統，提供雇主或勞工查詢，而這些系統採用全文檢索或關鍵字查詢的方式進行搜尋，但並不能有效且精確的尋找出使用者所想得知與有關的知識，而現階段的模式，使用者依舊只能查詢法規，並不能因為查詢結果而獲得具體的建議或是其他相關法規資訊。 本研究提出一個專門的知識系統平台，並嘗試運用在客服中心（Call Center）讓客服人員可以快速提供詢問的回覆。首先根據職業衛生的知識特性（特定的術語、獨特的知識架構或是特殊的知識表達方式），規劃並設計專門的知識庫。接著延伸設計專用的知識平台，並規劃有使用者介面系統與知識維護系統。客服人員或使用者可以透過使用者介面系統進行每個個案事實的陳述與設定，而專家與法規條文則可以透過知識維護系統進行事實（Fact）與規則（Rule）的維護。本研究也提供一個推理引擎，它使用知識庫中的事實（Fact）與規則（Rule）進行推論。根據規則決定推理的過程，流程中包含事實的改變而觸發各種事件，這可以達到一個良好的推理機制。推論後所得到的解答採用個案管理的方式，針對每個推理提供一個有系統性的回應與解決方式，將職業衛生特有的檢查與輔導工作的服務訊息以及相關法規提供給需要的個案使用者。最後，採用一個情境案例實際的運作來進行驗證。 藉由這個平台的設立，可以提供並輔導職業衛生相關問題的諮詢，並且可以了解工作作業環境測定的正確規劃以及作法，並落實健康管理的工作，進一步地可以降低職業病發生的機率。因此，能使得勞工作業的生產效能提高，並提升企業本身的競爭力而達到企業的永續經營。
並列摘要
In recent years, the issues were respected gradually about safety and health of the environment in the workplace, health of employees and so on. The area of occupational health that not only provided professional knowledge to prevent accidents in the workplace (occupational accidents) and related diseases were occurred (occupational diseases) but also contained the related provisions, the work of check, approbation and guidance, so that it can let the various industries realize the importance. For this reason, Taiwan government enacted relevant laws and regulations to encourage and guide various industries that can implement the management of occupational health in order to prevent the occupational accidents were occurred. At present the Internet platform, government agencies and private industries developed related system of laws search gradually. It provided employers or labors with inquire. These systems use the way that were full-text search or keyword search, but cannot effectively and accurately find out the users would like to know with the relevant knowledge. That is to say, at this stage users still only can search regulations, they cannot get the specific suggestions or other information of related laws and regulations that based on the results were searched. This study proposes a specialized a knowledge platform and try to use it in the call center of occupational health service. It can let the staffs quickly inquire the labor's query results. First, according to the knowledge characteristics of occupational health, we plan and design a specially knowledge base. Then we design a specially knowledge platform that now have a user interface subsystem and a knowledge subsystem. Labors or staffs of call center can narrate or set the facts of each case by using user interface subsystem. The knowledge subsystem consists of knowledge base and inference engine. The entineers of the platform could maintain the knowledge base by acquiring occupational health knowledge from related document and domain experts. Some rules in the knowledge base are used to decide the process of reasoning. The processes of well-defined reasoning mechanism include the facts will be changed and the various events will be triggered. For all of being reasoned cases, the platform provide systemic responses and solutions that will let the user know the information of inspections/guidance or related laws/regulations. Finally, we will design a scenario to verify the system.