對話式系統近年來因為大量的智慧型裝置、物聯網、人工智慧的使用，而逐漸 成長。對話式系統著眼於和人類溝通以及模仿人類對話的互動。這類的互動使得對 話式系統和傳統的電腦介面有著根本的不同。在本研究中，我們試圖在聊天機器人 中尋找使用者的決策是否受對話介面的限制所影響。我們為 AsiaYo 這間台灣旅遊 訂房平台新創設計了一個電子商務聊天機器人。在這項合作中，我們建立了一個能 夠邀請顧客和聊天機器人對話以尋找理想中未來於亞洲度假住宿的臉書聊天機器 人。由於這套聊天機器人可以視為其傳統網站或手機應用程式的替代平台，我們深 入調查很多過去在這些平台中的一些假設是否一樣為真，特別是針對系統延遲以及 顯示項目的多寡是否影響使用者的使用經驗的部分。
本研究的結果顯示使用者對於聊天機器人中的系統延遲以及選項多寡受相當程
度的影響。我們亦在本研究中藉由上述的發現提供數個基於理論以及實務上的洞悉
及建議以作為未來聊天機器人中的使用者經驗之參考。

Conversational systems are highly growing recently with the increasing use of mobile devices, Internet of Things, and artificial intelligence. Conversational systems aim to communicate with humans in a dialogue flow style and imitate human-to-human interaction. This style of interaction makes conversational systems fundamentally different from traditional computer systems. In this study we are looking for how limitations of conversational interface impacts decision- making of users in chatbot context. We’ve designed an e-commerce chatbot for AsiaYo, a Taiwanese e-commerce firm that provides an accommodation platform for travelers. In collaboration with AsiaYo, we created a Facebook chatbot that invited potential customers to engage in a conversation to find an accommodation for an upcoming or future vacation in Asia. Given that e- commerce chatbots serve as an alternative to traditional menu-driven website and mobile applications, we investigated whether many of the traditional assumptions held true in a conversational setting. We wondered how the latency and limited display options of chatbots might affect users.
The result shows that users are affected in interesting ways by latency of system and number of options displayed in chatbot. We then provided several theoretical and practical insights base on these relations to help improve future user experience design for chatbots.

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