本次資訊管理專題研討中由徐士傑教授邀請到遠傳電信的廖貝笛經理，分享在遠傳電信客服部門的經驗、過去時代的演進和未來數位化的趨勢。在徐士傑教授和資管所同學的開場下，熱烈歡迎廖貝笛經理的來訪！

　　疫情加速了數位時代的發展，資訊行業也面臨著各種數位化的挑戰。數位轉型為遠傳客服的各項服務帶來各式轉變，例如：就職責本身，顧客服務專員(Customer Service Representative, CSR)、電話銷售專員(Telemarketing Sales Representative, TSR)的工作流程有所變化；就資訊系統本身，互動式語音應答(Interactive Voice Response, IVR)、AI機器人也能提供消費者更自助化的服務。此外，數位化也能替企業帶來營運上的轉變，如大數據分析技術、智慧化的排班、收集使用者的聲紋進行身分識別，減少客戶認證及等待的時間，同時讓客戶感受到遠傳電信傳達的理念。

　　演講過程中，廖經理不斷引導台下同學進行互動，共同探討未來數位轉型會面臨的種種困難，以不同的角度看待企業面臨到的挑戰。廖經理表示未來遠傳將繼續運用「大、人、物」的資訊能力（指大數據、人工智慧、物聯網），擴大新經濟成長規模，實現多元化的價值創造。同時也結合ESG永續經營策略，秉持永續發展的目標，實踐企業社會責任，並發揮企業的影響力。最後在徐士傑教授及各位同學的熱烈歡呼下，一同感謝廖貝笛經理帶來的演講！

  In this seminar of information management class, Professor Shih-Chieh Hsu invited Ms. Betty Liao who is the manager of Far EasTone Telecom to share her experience in the customer service department of Far EasTone Telecom regarding the evolution of the past era and the future trend of digitalization. Under the opening remarks of Professor Shih-Chieh Hsu and students from the Asset Management Institute, we warmly welcome the visit of Manager Betty Liao! 

  The epidemic has accelerated the development of the digital age, and the communication industry is also facing various digital challenges. Digital transformation has brought various changes in different aspects of Far EasTone customer service. For example, in terms of their responsibilities, the workflow of Customer Service Representatives (CSR) and Telemarketing Sales Representatives (TSR) has changed; As far as the information system itself is concerned, Interactive Voice Response (IVR) and AI robots can also provide consumers with more self-service services. In addition, digitization can also bring changes in the operation of enterprises, such as big data analysis technology, intelligent scheduling, collecting users' voiceprints for identity recognition, reducing customer authentication and waiting time, and at the same time allowing customers to feel The concept conveyed by Far EasTone Telecom. 

  During the speech, Manager Betty Liao continued to guide the students to interact with each other to discuss the difficulties faced by the digital transformation in the future, and to look at the challenges faced by enterprises from different perspectives. Manager Betty Liao said that in the future, Far EasTone will continue to use the information capabilities of "big, people, and things" (referring to big data, artificial intelligence, and the Internet of Things) to expand the growth scale of the new economy and achieve diversified value creation. At the same time, it also combines the ESG sustainable management strategy, upholds the goal of sustainable development, practices corporate social responsibility, and exerts the influence of the enterprise. Finally, with warm hearts Professor Shih-Chieh Hsu and all the students, we would like to thank Manager Betty Liao for her speech!