隨著人工智慧(Artificial Intelligence, AI)技術快速發展，企業廣泛導入AI客服以即時處理顧客需求，並透過對話內容進行問題分類、提供服務決策及資料蒐集。在AI客服情境中，顧客提供的資訊將直接影響客服系統對問題的判斷及後續流程處理的效率。若顧客提供之資訊不完整，可能造成系統誤判、延長處理時間，甚至增加企業成本，進而影響顧客的服務體驗。相較於與真人客服互動時存在社會評價壓力，與AI客服互動較缺乏人際規範，可能影響顧客在互動中的資訊揭露行為。過去研究多著重探討顧客與人工智慧互動情境中產生不誠實行為的原因，較少從心理需求角度探討AI客服互動設計對顧客行為之影響。本研究以自我決定理論(Self-Determination Theory, SDT)為基礎，探討AI客服互動設計是否透過顧客自主性動機，影響其在AI客服互動中的誠實資訊揭露意願。
本研究採用網路問卷調查法，以曾經使用過AI客服者作為研究對象，共計蒐集有效問卷330份，並以偏最小平方法結構方程模型(PLS-SEM)進行資料分析。研究結果顯示，AI客服設計要素之資訊品質、互動流程彈性、情感與同理回應、擬人化程度，皆對顧客自主性動機具有顯著正向影響，而顧客自主性動機對誠實資訊揭露意願亦具有顯著正向影響，顯示當顧客於AI客服互動過程中具有較高的自主性動機時，將更願意向AI客服提供真實資訊。本研究補充過去AI客服研究較少探討之誠實資訊揭露議題，並以自我決定理論觀點驗證AI客服設計對顧客心理需求與誠實資訊揭露意願之影響。研究結果亦可作為企業未來規劃AI客服互動設計與服務優化之參考依據。

With the rapid development of Artificial Intelligence (AI), enterprises have adopted AI customer service systems to provide real-time customer support and assist in issue classification, service decision-making, and data collection. In AI customer service contexts, customer-provided information affects problem identification and service efficiency. Incomplete information disclosure may lead to system misjudgment, prolonged processing time, increased operational costs, and poorer service experiences. Previous studies have primarily focused on dishonest behavior in interactions with AI, while relatively few have examined AI customer service design from the perspective of psychological needs. Therefore, this study adopts Self-Determination Theory (SDT) to examine how AI customer service design influences honest information disclosure intention through autonomous motivation.
This study employed an online questionnaire survey targeting individuals who had previously used AI customer service systems. A total of 330 valid responses were collected and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results show that information quality, interaction flexibility, emotional and empathetic responses, and anthropomorphism positively affect customers’ autonomous motivation, which in turn positively affects honest information disclosure intention. Customers with higher autonomous motivation are more willing to provide truthful information.
This study addresses the underexplored issue of honest information disclosure in AI customer service and demonstrates the influence of AI customer service design on autonomous motivation and honest information disclosure intention. The findings may serve as a reference for enterprises in designing and optimizing AI customer service interactions.

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