随着人工智能的迅速发展和普及，人工智能在机器人识别、图像处理以及智 能化服务领域发挥着重要的作用。此外，人工智能也在计算机的相关领域取得了 广泛的应用，在以智能化为标签的时代，智能服务机器人成为了不可或缺的元素。 多家银行意识到金融科技是未来发展的重要出路，因此不断加大金融创新的研究 投入。其中，JZ银行在这方面的探索走在了银行行业的前列，尤其是在智能化服 务机器人方面，JZ银行较早的引进智能服务机器人并建设和完善了相关的架构。 JZ银行引入这一智能服务机器人大大提升了工作效率，其所带来不同的用户体验 有别于传统的人工服务，具有深远的理论意义和实践意义，值得深入研究。 本文展开对“银行智能服务机器人”、“用户体验分析研究”等问题的理论 研究，并通过相关文献资料的借鉴与整合来形成本论文的理论基础。依据对JZ银 行某些网点实际应用智能服务机器人的具体工作现状进行观察，通过访谈和问卷 的方法收集银行顾客对智能服务机器人的使用体验等信息，将用户体验划分为感 官、行动、情感、思考、关联五个维度，并通过数据分析得出情感体验是最受用 户关注的结论。基于结论的基础上，本文对银行业发展智能服务机器人提出了可 行性对策和建议，对于银行业更好发展人工智能、为顾客带来更好的用户体验具 有深远的实践意义。 关键词：JZ银行智能机器人用户体验 II Abstract Withtherapiddevelopmentandpopularizationofartificialintelligence,artificial intelligenceplaysanimportantroleinrobotrecognition,imageprocessingand intelligentservices.Inaddition,artificialintelligencehasalsobeenwidelyusedin computerrelatedfields.Intheeraofintelligenceasthelabel,intelligentservicerobot hasbecomeanindispensableelement.Manybanksrealizethatfinancialtechnologyis animportantwayoutforfuturedevelopment,sotheycontinuetoincreaseresearch investmentinfinancialinnovation.Amongthem,JZbank'sexplorationinthisareaisat theforefrontofthebankingindustry,especiallyintheaspectofintelligentservice robots.JZbankintroducedintelligentservicerobotsearlierandbuiltandimprovedthe relevantarchitecture.JZbankintroducesthisintelligentservicerobottogreatlyimprove theworkefficiency.Thedifferentuserexperienceitbringsisdifferentfromthe traditionalartificialservice,whichhasfar-reachingtheoreticalandpracticalsignificance andisworthyofin-depthstudy. Inthispaper,thetheoreticalbasisofthispaperisformedthroughthetheoretical researchofrelated"intelligentservicerobotofbank"and"userexperienceanalysis research",andthroughthereferenceandintegrationofrelevantliterature.Basedonthe observationoftheactualapplicationofintelligentservicerobotinsomeoutletsofJZ bank,thispapercollectsinformationabouttheuseexperienceofintelligentservice robotfrombankcustomersthroughinterviewanalysisanddataanalysis.Theuser experienceisdividedintofivedimensions:sensory,action,emotion,thinkingand relevance.Throughinterviewanalysisandcorrelationanalysis,theconclusionthat emotionalexperienceisthemostconcernedbyusersisdrawn.Basedontheconclusion, thispaperputsforwardfeasiblecountermeasuresandsuggestionsforthedevelopment ofintelligentservicerobotsinthebankingindustry,whichhasfar-reachingpractical significanceforthebetterdevelopmentofartificialintelligenceinthebankingindustry andbetteruserexperienceforcustomers. Keywords:JZBankSmartRobotUserExperience III 目录 第一章绪论...............................................................................................1 1.1研究的背景及意义.........................................................................................1 1.1.1研究的背景.............................................................................................................1 1.1.2研究的意义.............................................................................................................2 1.2问题的提出.....................................................................................................3 1.3研究内容、方法、思路及创新点.................................................................3 1.3.1研究内容.................................................................................................................3 1.3.2研究方法.................................................................................................................4 1.3.3研究思路.................................................................................................................4 1.3.4研究创新点.............................................................................................................6 第二章文献综述与理论基础...................................................................7 2.1文献综述.........................................................................................................7 2.2智能服务机器人应用相关理论...................................................................10 2.2.1智能引擎服务理论...............................................................................................10 2.2.2前端交互理论.......................................................................................................10 2.3智能服务机器人设计相关理论...................................................................11 2.3.1主动性交互理论...................................................................................................11 2.3.2情感性的交互设计理论.......................................................................................12 2.4用户体验相关理论.......................................................................................13 2.4.1用户满意度理论...................................................................................................13 2.4.2用户体验理论.......................................................................................................14 2.4.3情感体验理论.......................................................................................................14 2.5体验营销理论...............................................................................................15 第三章银行智能服务机器人的发展及具体应用现状........................17 3.1银行智能服务机器人的总体发展...............................................................17 IV 3.2智能服务机器人在JZ银行中的具体应用.................................................19 3.3JZ银行智能服务机器人应用现场观察......................................................21 3.4JZ银行智能机器人应用的必要性分析......................................................22 第四章访谈设计和访谈结果分析.........................................................24 4.1调查范围及调查对象...................................................................................24 4.1.1访谈对象...............................................................................................................24 4.1.2访谈目的...............................................................................................................24 4.2访谈设计与访谈实施...................................................................................24 4.3访谈结果分析...............................................................................................24 4.3.1访谈内容...............................................................................................................24 4.3.2访谈结果的分析...................................................................................................26 第五章JZ银行智能服务机器人用户体验问卷调查...........................29 5.1调查对象.......................................................................................................29 5.2问卷设计.......................................................................................................29 5.2.1调查问卷的设计原则...........................................................................................29 5.2.2预调研...................................................................................................................30 5.2.3预调研信度分析...................................................................................................31 5.3数据收集与分析...........................................................................................31 5.4描述性统计分析...........................................................................................31 5.5信