臺灣博碩士論文加值系統

摘 要
里長一職是最貼近人民的公家機關單位，亦因民選產生，便身負達成市府公務推動、完成之責，且須對民情向上反映市府之要，以致里長在里區中的角色多元，待處理事項包羅萬象。
鑑於里長一人辦理眾多里民要事，奔波於公務流程及關切里民情感之間，耗費大量時間、精力，本研究藉由顧客關係管理之核心概念，衍生里民關係管理法則，導入目前企業在服務客戶最常使用的工具—虛擬代理，開發里長伯系統，結合現有社群媒體的API，以期透過聊天機器人處理標準化業務，完整管理案件流程，兼顧里民各項需求，有效率進行各類服務案件。

關鍵字：里長、虛擬代理、聊天機器人、顧客關係管理、里民關係管理

Abstract
The position of chief of village is the most basic elected public official in our country. However, because the business that the chief of village needs to handle is all-encompassing, he often deals with various and complicated tasks. Therefore, the chief tends to spend a lot of energy and time in various businesses. Moreover, with the increasing workload, if the chief fails to work efficiently and maintain the frequency of communication and interaction with the residents, it would be difficult to maintain a good relationship with the residents. As a result, the residents would not be satisfied with the work that the chief does. The decline of the satisfaction will affect the chief’s future re-election.
Therefore, this research uses the developed "Villager Relationship Management System" to import the "virtual agent" technology that is commonly used in corporate digitization into the daily work of the chief administration. This system will set up a standardized of process (SOP) for the chief administration to deal with various tasks. The process helps the chief to increase efficiency in the processing procedures of related declaration work and information announcement. In addition to citing the concept of virtual agency, this research also uses chat robots to handle standardized business, to complete management of the case process, and take into account the needs of the residents. It also assists the chief to conduct various service cases efficiently.
Looking at the results of this research, in addition to effectively increasing the efficiency of the chief’s handling of business, it also makes it easier for the chief to grasp the condition of the residents, and to give appropriate emotional care and substantial resources according to the individual’s situation, so as to assist the residents. In this way, the chief would maintain a good interactive relationship with the residents to achieve the goal of improving the satisfaction of the residents.

Key words：Chief of the village、Virtual agent、Chatbots、Customer relationship management、Villager Relationship Management

目 錄
摘 要 i
Abstract ii
誌 謝 iv
目 錄 v
圖 目 錄 vii
表 目 錄 viii
第一章 緒論 1
1.1. 研究背景 1
1.2. 研究問題 1
1.3. 研究目的 2
1.4. 研究流程 3
1.5. 研究限制 3
第二章 文獻探討 4
2.1. 里長身分與職務 4
2.2. 虛擬代理 6
2.3. 顧客關係管理 9
2.3.1. 關係營銷介紹 10
2.3.2. 顧客關係管理介紹 12
第三章 系統架構 & 研究方法 15
3.1. 里長對談 15
3.1.1. 公家機關提供資訊繁複 15
3.1.2. 里民資訊不易管理 16
3.1.3. 傳統宣導方式效率不佳 16
3.1.4. 現有溝通方式不便與里長溝通 17
3.1.5. 里長與里民通訊使用習慣 17
3.1.6. 里長私人帳號隱私問題 17
3.2. 系統架構 20
3.2.1. 里民溝通介面 20
3.2.2. 聊天機器人 21
3.2.3. 虛擬代理中繼器 22
3.2.4. 資料傳輸伺服器 22
3.2.5. 後台管理介面 23
3.2.6. 知識庫 24
3.2.7. 資料庫 24
3.3. CRM系統功能與VRM系統功能差異 24
3.3.1. CRM系統必備功能 25
3.3.2. CRM系統一般功能 27
3.3.3. CRM系統進階功能 29
第四章 研究結果 31
4.1. 里民操作介面 31
4.2. 里長操作介面 42
第五章 結論 52
5.1. 研究結論 52
5.2. 未來展望 52

 
圖 目 錄
圖 1整體研究流程圖 3
圖 2顧客關管理實施流程圖 14
圖 3整體系統架構圖 20
圖 4聊天機器人最新消息功能 32
圖 5聊天機器人里區服務功能 33
圖 6聊天機器人資料查詢功能 35
圖 7里民可申請之輔助要點 36
圖 8里民申請要點類別選擇 37
圖 9相關輔助要點內容 38
圖 10輔助要點申請應備文件內容 39
圖 11聊天機器人案件申請功能 40
圖 12聊天機器人案件申請流程 41
圖 13里長後台登入頁面 42
圖 14里長後台首頁 43
圖 15里長廣播功能手機端畫面 44
圖 16里長廣播功能後台頁面端畫面 45
圖 17里長聊天室手機端畫面 46
圖 18里長聊天室後台頁面端畫面 47
圖 19里長後台查詢里民資料介面 48
圖 20里長後台最新消息管理介面 49
圖 21里長後台里區服務管理介面 50
圖 22里長後台案件管理介面 51

 
表 目 錄
表 1各項系統比較 8
表 2本研究架構之關係營銷三層次 12
表 3里長遇到問題與相對應解決方案 19
表 4必備功能差異表 27
表 5一般功能差異表 29
表 6進階功能差異表 30

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