AI人工智慧為這個世代來來典範轉移，這是一個最壞的世代也是一個最好的世代，悲觀者認為AI取代人類帶來失業，樂觀者認為促進發展帶來人類福祉。客服中心亦導入許多AI服務即所謂智能客服，進而造成工作型態的改變，客服人員面臨巨大的工作結構的改變。本研究欲探討，智能客服使客服人員面臨甚麼樣程度的工作改變，以及在這樣的改變下會對客服人員產生多大的壓力，企業是否給予足夠的資源，讓客服人員能感受到充分的支持，進而提升工作表現。
本研究以工作要求-資源模式（JD-R）和工作形塑（Job crafting）為基礎，結合智能客服導入引起的工作改變等構面，以紙本問卷的形式進行調查。使用李克特五點尺度評估受測者在人工智慧導入情境下對於工作表現的影響。共收集到208份有效問卷，利用SmartPLS 4和SPSS V26軟體進行分析，並對相關結果進行探討。
研究結果發現，1. 智能客服導入使員工在工作要求上有所提升。2. 工作要求程度與員工角色迴避行為並無相關。3. 工作多樣性並未因AI導入而減少。4. AI導入並未使員工降低工作負荷。5. 壓力會降低員工進行工作形塑意願。6. 資源支持有效提升員工工作動機。7.工作動機正向影響員工進行工作形塑意願與工作績效表現。8. 積極進行工作形塑的員工，工作表現相對好。
本研究結果祈作為企業在導入智能客服之參考，使企業能有效率的營運並增進員工福祉，達成雙贏局面，並進而豐富學術界在AI應用的管理面知識。

AI is a paradigm shift for this generation. This is the worst generation and the best generation. The pessimists believe that AI will replace human beings and bring unemployment, while the optimists believe that it will promote development and bring human welfare. Call centers have also introduced many AI services, the so-called intelligent customer service, which has caused changes in work patterns and customer service personnel are facing huge changes in their work structure. This study aims to investigate the extent to which intelligent customer service has changed the work of customer service agents and how much pressure this change will put on them, and whether companies provide sufficient resources to enable customer service agents to feel adequately supported to improve their performance.
This study was based on the job demands-resources (JD-R) model and Job crafting, and combined with the changes caused by the introduction of intelligent customer service, and conducted a survey in the form of a paper-based questionnaire. A five-point Likert scale was used to assess the impact of AI introduction on job performance. A total of 208 valid questionnaires were collected, analyzed using SmartPLS 4 and SPSS V26 software, and related results were discussed.
The results of the study revealed that 1. the introduction of intelligent customer service increased employees' job demands. 2. There is no correlation between the level of job demands and employee role avoidance behavior 3. job diversity was not reduced by AI introduction. 4. AI introduction did not reduce employees' workload. 5. stress reduced employees' willingness to engage in job crafting. 6. resource support effectively increased employees' motivation. 7. Work motivation positively affects employees' willingness to engage in job crafting and performance. 8. Employees who are motivated to engage in job crafting perform relatively well at work.
The results of this study are expected to serve as a reference for companies to implement intelligent customer service, so that they can operate efficiently and enhance the well-being of their employees to achieve a win-win situation, and to further enrich the knowledge of the management side of AI applications in academia.

目　　錄
論文審定書 i
中文摘要 ii
英文摘要 iii
第一章　緒論 1
第一節　研究背景 1
第二節　研究動機 2
第三節　研究目的 4
第二章　文獻探討 5
第一節　智能客服 5
第二節　工作要求－資源模式 8
第三節　工作形塑 10
第三章　研究方法 12
第一節　研究模型 12
第二節　研究假說 12
第三節　變數定義與衡量 16
第四節　資料收集方法 21
第四章　資料分析 23
第一節　樣本基本資料分析 23
第二節　衡量模型 25
第三節　模型及假說驗證 36
第五章　結論與建議 39
第一節　研究結果與建議 39
第二節　理論與實務意涵 43
第三節　研究限制 46
第四節　未來研究方向 47
第五章　參考文獻 48

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