數位科技的迅速發展與社群媒體的普及，使得企業越發重視顧客價值體驗的管理。顧客價值體驗為顧客在與品牌互動過程中所獲得的價值感受，對提升顧客滿意度和忠誠度至關重要。
本研究提出一創新的顧客價值體驗優化方法，並進行實現技術之開發與驗證，相關研發項目包括: (1) 運用Qt Designer設計使用者介面，並結合爬蟲技術，開發資料處理技術，用於從社群媒體評論中進行資料擷取及前處理；(2) 整合Roberta、BiLSTM及CNN，開發一個混合式顧客價值體驗分析模型，以對社群媒體之評論分析評論者之消費體驗感受(情感)、消費動機；(3)運用BERTopic模型，開發評論主題分析技術，用以辨識顧客評論之主題；(4)運用階層式主題模型，開發消費情境分析技術，用以對社群媒體評論分析評論者之消費情境；(5)運用決策樹技術，開發顧客體驗感受整合與體驗優化規則擷取技術，從評論資料中提取有價值的顧客價值體驗訊息以及規則，以提供具體的、可操作的優化決策建議。
實驗結果顯示，結合上述技術的模型在分析及優化顧客價值體驗方面，均展現出顯著的效能提升。本研究設計的Roberta-BiLSTM-CNN模型在情感分析和動機分析的準確率分別達到93%和75%。同時，透過分層驗證，本研究所提出的Roberta-BiLSTM-CNN模型較過去文獻所提供的技術提升了模型的整體效能和穩定性，在消費情感分析(二分類)及消費動機分析(多分類)的任務中均至少提升了2%的準確率。
本研究提出之方法使用於台中糕餅業者Y公司的實際資料上進行驗證，結果顯示，透過這些技術，企業能夠即時捕捉和分析顧客對於品牌、商品以及服務的感受，迅速改善商品與服務，並調整行銷策略，有效提升顧客滿意度和忠誠度。這些成果為企業在快速變遷的市場環境中提供了一種持續優化顧客價值體驗的實用方法，幫助企業保持競爭優勢。

This study investigates methods and techniques to optimize customer value experience by integrating the Roberta-BiLSTM-CNN hybrid model with decision tree technology. In the digital age and with the rise of social media, managing customer value experiences has become increasingly important for companies' marketing strategies. Customer value experience, the perceived value during brand interactions, is crucial for customer satisfaction and loyalty.
The research proposes an innovative approach to analyze and optimize customer value experiences by combining Natural Language Processing (NLP) and deep learning models. Using the Roberta-BiLSTM-CNN model, we analyzed customer experiences and employed the BERTopic model to identify key topics in customer reviews. Additionally, decision tree technology was introduced to extract valuable information from reviews and provide actionable marketing insights.
Experimental results show that the integrated model significantly improves customer behavior prediction and value experience optimization. These technologies enable companies to quickly capture and analyze customer behavior changes, adjusting marketing strategies to boost satisfaction and loyalty.
The findings offer new theoretical and technical support for enterprises, aiding in maintaining a competitive edge and maximizing customer experience management.

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