對話機器人在外包業務管理之應用──以醫院為例

A Chatbot for Outsourcing Management Support in Hostipal

隨著個人行動裝置聯網普及發展，結合人工智慧技術之對話機器人已廣泛應用於各領域。開發一個任務導向智慧問答機器人「包仔」，藉由點選圖示選單或輸入關鍵字，可立即獲得正確資訊回覆。除了提供醫院外包人員快速查詢評鑑相關規定及知識，亦可讓外包業務管理單位迅速瞭解日常稽查作業情形及稽核結果統計報表。首先蒐集評鑑條文、院內評鑑團隊成員自製教戰手冊及外包作業規定，萃取出與外包業務管理相關資料做為問答知識庫，接著透過自然語言機器學習技術擷取對話中關鍵字並進行語意理解，即時回覆使用者提問之答案。重要或即時之資訊則透過推播方式通知群組成員，亦提供歷史推播資料查詢功能，並以問卷調查方式歸納出使用者對於系統易用性及內容性之回饋意見。外包廠商及外包管理單位人員對於系統之易用性為可接受、內容符合查詢需求滿意度達82%，建議事項為能夠分享系統建置作法便於應用於各項外包作業管理。對話機器人結合外包管理可有效縮短使用者查詢外包資料時間，提升外包管理作業成效。

Accompanied by personal mobile internet device technology fast progress developments, artificial intelligence robots are widely used in various fields. This study has developed Baozai, a chatbot providing information about outsourcing management regulations and audited statistical results for users to query information by clicking menus or texting keywords. Firstly, we collected all accreditation criteria for medical centers and teaching manual made by accreditation team members in the hospital about outsourcing operation regulations to build Q&A dialogue database. Secondly, utilizing natural language processing and machine learning technology to quickly understand and analyze the questions which raised by users, and answer the problems accurately. The notification feature sends real-time information for users to receive and inquire. The results of questionnaire are analyzed chatbot in terms of convenience, ease of use and practicability. This study that Baozai chatbot in support outsourcing management has 3 found:(1) the adjective ratings for user-friendliness of this system is acceptable;(2) satisfaction with the practicability of the content reach 82 percent;(3) the suggestion is to share the system construction method and apply it to the management of various outsourcing. The chatbot of services to support outsourcing management can effectively improve data acquisition time for users to obtain the required.