- 學位論文
網路大學自動回覆客服系統之規劃
The Design of Customer Service System with Auto-reply on e-Learning
摘要
近年來網際網路的興起，使得遠距教學更為可行，透過輔助媒體豐富教學形式及內容，並增進學習的動力。然而，學習者碰到問題時，多數平台並不具備即時線上客服系統之功能，學習者只能藉由打電話、e-mail、留言在線上客戶服務系統以提出內心的疑惑，無法在第一時間得到平台管理者的回應，造成學習者很大的困擾，降低了使用者對數位學習系統的滿意度，而平台管理者需要花費時間再透過電話或e-mail一一回覆使用者的問題，甚至於處理過多重覆性的問題，平添管理者的管理成本，這是現階段推動數位學習時常見的問題。 本研究提出一套網路大學自動回覆客服系統機制，將使用者所提出的新問題，利用系統所採用之基因演算過程擷取問題之關鍵詞，將擷取到的詞彙與詞庫來進行比對，進而尋找最適合的解答來進行回覆給使用者。系統會依據使用者答案的滿意度來調整解答的回覆機制，之後不斷的給系統進行回饋，進而產生學習效果，因此未來系統可望逐步提昇解答回覆之正確率。藉由此系統，可以有效的回應使用者所提出的問題，不僅降低使用者的等待時間，更可以減輕客服人員的成本與負擔。
並列摘要
In recently years, E-learning with internet has strongly advanced that is feasible. E-learning is a new learning tendency through contents of multimedia and rich teaching approach to enhance learning motivation, in which learners have high acceptance to use e-learning platform. Even though, he/she is able to learn at anytime and anywhere through internet, but learner’s ability and service quality of learning platform may be generate some variables as to e-learning. When learning encounter problem, many learning platforms have not function of on-line Real-time Customer Service System. Learners present some problems through telephone, e-mail, or forum, but can not obtain information or solution immediately, which cause very great trouble to reduce learning satisfactory for learners. From viewpoint of administrator, administrator needs to spend much time to reply learner’s problem that includes many overlapping problem though telephone or e-mail. This phenomenon increase a lot of management cost, and it is a common question while promoting e-learning at the present stage.