近年來，聊天機器人逐漸變得熱門，開始被越來越多的平台及企業重視。大部分的聊天機器人都是與人工智慧結合，但並不是每間公司都可以負擔人工智慧的開發。
本研究將設計一個聊天機器人，此聊天機器人將不結合人工智慧，將透過改善顧客旅程中的痛點，及優化聊天機器人的流程，來探討中年用戶在使用聊天機器人時，是否能縮短其購物決策時間，以及是否可以增進用戶服務體驗。

In recent years, the use of chatbots has become common across the world.
Most chatbots are built with artificial intelligence. However, they cannot be afforded by every company.
For this research, the researchers designed a chatbot without any artificial intelligence and used buttons to narrow down consumer choices and provide them with answers from question pool. This is to see whether if consumer decision time of middle-aged persons can be shortened using chatbots instead of services from real people. This is also to see whether if use of chatbots can enhance consumers’service experience.

ABSTRACT I
TABLE OF CONTENTS II
LIST OF TABLES IV
LIST OF FIGURES V
Chapter 1 Introduction 1
1.1 Research Background and Motivation 1
1.2 Research Objective 4
1.3 Case Background 4
Chapter 2 Literature Review and Related works 8
2.1 Customer Service 8
2.2 Chatbot 10
2.3 Chatbot case-Hi Poncho 13
2.4 Customer Journey 15
2.5 Buying decision process 19
2.6 Tourists’ decision-making 20
Chapter 3 Methodology 22
3.1 Research Methodology 22
3.2 Data Collection 23
3.2.1 Chatting history 23
3.2.2 Customer data 25
3.2.3 Customer Reviews on TripAdvisor 29
3.2.4 Customer journey with consumer
decision journey 31
Chapter 4 Experiment design 33
Chapter 5 Discussion and Conclusion 41
5.1 Research finding 41
5.2 Suggestion for building a chatbot without AI 42
Chapter 6 Reference 45

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