電子商務改變了消費者的消費行為，也改變了各行各業的經營模式。許多企業藉由網路商店的建立，企圖與顧客之間建立起更便利、直接的接觸管理。然而企業在推行電子商務的過程中，卻也面臨到一些問題。首先，目前線上購物機制的設計，皆為一頁接著一頁的網頁呈現，缺乏較為彈性的人性化介面。根據研究顯示，網路商店如果能提供更豐富的、多樣性的資訊給消費者，將能有效的提升消費者的購買意願。其次，缺乏傳統商店裡店員的互動機制，網路商店無法瞭解顧客的消費習慣，也將使得網路商店與顧客之間的互動性大為降低。這些問題使得消費者對於網路商店的的使用經驗皆造成一定的負面影響。
本研究以智慧代理人技術設計網路商店上的虛擬店員（e-Clerks），提供傳統商店店員所具備的服務內容，將傳統網路商店對消費者單向的資訊呈現，轉變成網路商店與消費者間的雙向溝通，有助於提升消費者購買意願。另外，在現有的技術上，並沒有一個有效、快速的方法可建構具高互動性的網路商店。本研究提出一個快速建構具有虛擬店員服務的網路商店建置方法，以協助現有的企業可以更便利的方式建構具有高度互動性的網路商店。
在電子商務的風潮之下，企業所面臨的問題是如何快速且有效的建構企業網站，提供消費者一個便利的使用環境。本研究提出虛擬店員介面整合方法，將有助於企業快速建構具有彈性、高互動性的網路商店，提供給消費者更好的網路購物經驗。

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第一章 緒論 7
1.1 研究背景 7
1.2 研究動機 9
1.3 研究目的 11
1.4 研究流程 12
1.5 論文架構 13
第二章 文獻探討 14
2.1 電子商務 14
2.2 智慧代理人 18
2.3 智慧代理人於電子商務上的應用 21
2.4 智慧代理人設計 24
2.5 虛擬店員 27
第三章 需求分析與系統規劃 32
3.1 虛擬店員功能需求 32
3.1.1 商品資訊提供 34
3.1.2 購物車 34
3.1.3 商品搜尋 34
3.1.4 寒暄互動 35
3.1.5 商店導覽 35
3.1.6 商品推薦 35
3.1.7 議價功能 36
3.2 網站導入虛擬店員的方法 37
3.2.1 虛擬店員呈現方式 40
3.2.2 網站地圖的產生 43
3.2.3 網頁程式整合 44
3.2.4 執行時期參數、變數的處理 45
3.2.5 消費者行為記錄 46
3.2.6 後端資料庫整合 46
3.3 系統架構 48
3.3.1 網頁分析模組 50
3.3.2 網站地圖產生模組 50
3.3.3 店員整合模組 50
3.3.4 網頁程式嵌入模組 51
3.3.5 導覽引擎 52
3.3.6 店員呈現模組 53
3.4 系統運作流程 55
第四章 雛形系統開發 57
4.1 系統功能分析 57
4.1.1 店員管理主控台 57
4.1.2 導覽引擎 60
4.1.3 店員呈現模組 62
4.2 系統發展環境 68
4.3 系統應用畫面 70
第五章 結論與建議 78
5.1 研究結果 78
5.2 研究貢獻 80
5.3 目前的問題與限制 81
5.4 未來研究發展方向 82
參考文獻 84
一、參考網站 84
二、中文部分 84
三、英文部分 85

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Extensible Markup Language (XML), http://www.w3.org/XML/
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HyperText Markup Language, http://www.w3.org/MarkUp/
Libwww - the W3C Protocol Library, http://www.w3.org/Library/
NUA Internet Surveys, http://www.nua.ie/surveys/
UMBC AgentWeb, http://agents.umbc.edu/
Universal Description, Discovery, and Integration (UDDI), http://www.uddi.org/
Web Services Activity, http://www.w3.org/2002/ws/
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