即時通訊聊天機器人近年隨著人工智慧技術的高速發展，與通訊軟體的高使 用率，成了多數人最常接觸到的人工智慧。他們以客服的身份出現或成為聊天群裡 的一員，提供新聞、氣象、導航、電影等資訊，而各家業者也紛紛透過即時聊天機 器人提供如訂房、訂機票、購物購物等服務，除增強主要服務的便利性外，更透過 後端強大的運算能力提供附加的推薦或規劃服務。除了為使用者提供全年無休的24 小時服務，為企業節省大量人力成本外，開發方面更是較以往網站與App容易與便 宜。因而從2016年開始即時聊天機器人的使用數量逐年倍增，而相對應開發即時聊 天機器人的平台也如雨後春筍般出現，即便於台灣上有金流的限制，但企業廠商仍 舊前仆後繼地導入即時聊天機器人於客戶端及企業內部整合作業。
不同於網站鑲嵌式聊天機器人，即時聊天機器人更加靈活，且接觸客戶資訊 更廣，更被喻為下個世代的App，因而本研究主旨在於整合並研究影響使用者對即 時通訊聊天機器人態度與使用意圖的各種因素。以webQual4.0 為基礎，測量包含視 覺、社交、操作、內容(資料、豐富性)、互動、干擾等多面向，此外態度的部分採 用享樂型與實用型的雙構面態度。
受測者以使用過即時通訊聊天機器人的使用者為主，共計375人，使用Smart PLS軟體進行偏最小平方法(Partial Least Squares, PLS)模型分析。研究結果發現「資 訊品質」、「易用性」與「反應性」對實用態度有影響，「資訊品質」、「美 感」、「易用性」、「社會臨場感」、「媒體豐富度」對享樂態度顯著的正向相 關，而對「推播干擾性」有反向相關，此外「享樂態度」對「實用態度」有顯著的 正相關性，而「享樂態度」、「實用態度」、「媒體豐富度」則對「使用意圖」有 顯著的正相關影響。

Instant Messaging Bots is the most commonly used Artificial Intelligence for our daily life, because of the rapid development of Artificial Intelligence and the high usage rate of instant messaging software. As a customer service agent or the member in a chat group, they provide several services, like booking a room, shopping on line, or ordering a meal. In additional to improving the convenience of providing services, Instant Messaging Bots provide additional recommendations and the planning service. Beside providing 24- hour service, not only could the instant messaging bot save labor costs, but it is easier and more inexpensive to be developed than websites and APP. As of 2016, the number of using the instant messaging bot have doubled every year. In the other hand the instant messaging development platform sprang up like mushrooms, even if the payment flow in dialog box is limited in Taiwan, many enterprises still import the instant messaging bot for customer or enterprises internal integration.
In contrast to web-based chatbots, instant messaging bots is more flexible and cont- act more customer’s information. Furthermore, instant messaging bots are predicted that it will be the next APP. Hence, this research focus on the integration and probe the influence factor of instant messaging bots quality on use intentions. In measurement part, basing on webQual 4.0, it includes vision, sociality, operating, content (information and richness), interaction, and interference. In attitude part, this research adopts dual-attitude, utility and hedonic.
Subjects ,whose number is 374 in total, includes those who has used instant messa- ging bots. This research use SmartPLS software to perform Partial Least Squares (PLS) as the model analysis tool. This result of “information quality”, “usability”, “response”, and “hedonic attitude” show positive correlation in the utilitarian attitude. On the other hand, this result of “information quality”, “aesthetics”, “usability”, “social presence” ,and “media richness” show positive correlation in the hedonic attitude, but “interference” show negati- ve correlation. On above of that, the hedonic attitude, the utilitarian attitude, and media richness shows positive correlation in use intentions.

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