JP5352415B2 - User state measuring device, communication terminal, and computer program - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To contribute to improvement of the degree of satisfaction of a user to a content request using communication. <P>SOLUTION: This user condition measurement device includes: a request detection section 20 for detecting a content request transmitted from a communication terminal; a discontinuance detection section 22 for detecting a user operation causing the communication terminal to discontinue the content request; a recording section 26 for recording a discontinuance elapsed time being a period from the content request to the user operation; and a permissible wait time estimation section 28 for estimating a permissible wait time of the user for the content request based on the time recorded in the recording section 26. <P>COPYRIGHT: (C)2011,JPO&amp;INPIT

Description

  The present invention relates to a user state measurement device, a communication terminal, and a computer program.

  Conventionally, as a device for measuring user satisfaction, for example, a customer satisfaction measurement system described in Patent Document 1 is known. In the customer satisfaction measurement system described in Patent Document 1, customer satisfaction is calculated using information on customer operations on content while the customer is using the content (video title, game software, etc.).

JP 2000-308094 A

  When a user accesses a web (Web) site on the Internet, for example, using a communication terminal and uses the provided content, it may take a long time until the content becomes available. is there. In such a case, the user's satisfaction level is considered to decrease. Therefore, it is desired to improve the user's satisfaction by measuring the state of the user under such a situation. However, the above-described conventional customer satisfaction measurement system can measure the satisfaction of the user who is using the content, but the user satisfaction during the period from when the content is requested until the content can be used. It cannot be measured.

  The present invention has been made in view of such circumstances, and provides a user state measurement device, a communication terminal, and a computer program that can contribute to improvement of user satisfaction with respect to a content request using communication. Let it be an issue.

  In order to solve the above-described problem, a user state measurement device according to the present invention is a user state measurement device that measures a state of a user who uses a communication terminal, and detects a content request transmitted from the communication terminal. A request detection unit; a stop detection unit that detects a user operation that causes the communication terminal to cancel the content request; a recording unit that records a stop elapsed time that is a time from the content request to the user operation; and the recording unit And a permissible waiting time estimation unit for estimating a permissible waiting time of the user for the content request based on the time recorded in the above.

  In the user state measurement device according to the present invention, the recording unit records a plurality of stop elapsed times that occur within a predetermined time related to content requests of the same content request destination or the same content type in association with each other. .

  The user state measurement device according to the present invention includes a completion detection unit that detects completion of the content request, and the recording unit records an elapsed elapsed time that is a time from the content request to the completion. And

  In the user state measurement device according to the present invention, the recording unit records an elapsed stop time and a completed elapsed time that are associated with a content request of the same content request destination or the same content type within a predetermined time in association with each other. And

  In the user state measurement device according to the present invention, a microphone for inputting a voice of a user who uses the communication terminal, a voice recognition unit for recognizing the inputted voice signal, and a user satisfaction level for a specific phrase And a user satisfaction level acquisition unit that reads a user satisfaction level corresponding to the speech-recognized phrase from the phrase data storage unit.

  In the user state measurement device according to the present invention, a satisfaction input unit for inputting user satisfaction, a phrase learning for associating the speech recognized phrase with the input user satisfaction and storing the phrase in the phrase data storage unit And a section.

  In the user state measurement device according to the present invention, the phrase learning unit detects a difference between the speech-recognized phrases before and after the content request, and stores only the phrase added after the content request. It memorize | stores in a part.

  In the user state measurement device according to the present invention, a voice feature quantity storage unit that stores voice feature quantity data of a user, and based on voice feature quantity data of the voice feature quantity storage unit, the input voice signal And a user voice extraction unit for extracting a voice signal to be supplied to the voice recognition unit.

  A communication terminal according to the present invention is a re-request for executing retransmission of a content request based on any of the above-described user state measuring devices and a user's allowable waiting time or satisfaction obtained by the user state measuring device. And an activation unit.

A computer program according to the present invention is a computer program for performing a user state measurement process for measuring a state of a user who uses a communication terminal, the step of detecting a content request transmitted from the communication terminal, and the communication Detecting a user operation that causes the terminal to cancel the content request; recording a time from the content request to the user operation; and determining an allowable waiting time of the user for the content request based on the recorded time. A step of estimating is a computer program for causing a computer to execute.
As a result, the above-described user state measuring apparatus can be realized using a computer.

  According to the present invention, it is possible to obtain an effect that it is possible to contribute to improvement of user satisfaction with respect to a content request using communication.

It is a block diagram which shows the structure of the communication terminal 1 which concerns on one Embodiment of this invention. It is explanatory drawing which showed notionally the example of the delay time (user waiting time) taken from a content request to this response. It is explanatory drawing which showed notionally the change of the user's state after a content request | requirement. It is Example 1 of the communication terminal 1 which concerns on this invention. It is a figure which shows the example of a recording structure of the recording part 26 shown in FIG. It is Example 2 of the communication terminal 1 which concerns on this invention. It is a figure which shows the memory | storage structure example of the phrase data memory | storage part 60 shown in FIG.

Hereinafter, embodiments of the present invention will be described with reference to the drawings.
FIG. 1 is a block diagram showing a configuration of a communication terminal 1 according to an embodiment of the present invention. In FIG. 1, the communication terminal 1 includes a communication unit 10, an application unit 12, a user state measurement unit 14, an operation unit 16, and a display unit 18.

  The communication unit 10 transmits / receives data to / from the content server 3 via the communication network 2. Here, the communication network 2 includes, for example, the Internet and an access network to which the communication terminal 1 is directly connected. The access network may be a wired network or a wireless network. For example, the communication terminal 1 is a mobile terminal of a mobile communication network, and the communication unit 10 communicates by connecting to a base station of the mobile communication network.

  The application unit 12 requests content from the content server 3 through communication so that the user can use the content. For example, the content server 3 provides a transfer guidance service or provides a weather forecast service. Alternatively, the content server 3 provides a download service for content such as music and videos.

  The user state measuring unit 14 measures the user state in the content request. The operation unit 16 includes an input device operated by the user, and obtains input data by operating the input device by the user. The display unit 18 includes a display device such as a liquid crystal display device, and displays screen data such as input data and content.

  FIG. 2 is an explanatory diagram conceptually showing an example of a delay time (user waiting time) required from a content request to the response. In this example, an image is downloaded from the content server 3 when the communication terminal 1 is a mobile terminal. In FIG. 2, when the user performs an operation for using specific content (for example, inputting a specific URL (Uniform Resource Locator) to the Web browser) (step S1), the communication terminal 1 performs wireless authentication and encryption processing. After performing the above, authentication and search processing with the content server 3 is performed, and thereafter, a content request to the content server 3 is transmitted (step S2). At this time, the communication terminal 1 displays a message “Please wait” for the user on the display screen of the display unit 18 to notify the user that the content is being requested.

  Next, when downloading from the content server 3 is started (step S3), the communication terminal 1 starts displaying the downloaded image on the display screen of the display unit 18 (step S3). Thereafter, when the download from the content server 3 is completed (step S4), the display of the downloaded image is completed on the display screen of the display unit 18 of the communication terminal 1 (step S4).

  In the example of FIG. 2 described above, the waiting time of the user includes a time required for authentication, encryption key exchange and search, and a time required for downloading content. The time required for downloading content depends on the data size and throughput of the content, but even if the data size of the content is small, authentication, encryption key exchange, and search take a certain time. Also, in authentication, encryption key exchange, and search, it may take a considerably longer time than usual when only one packet is lost.

  FIG. 3 is an explanatory diagram conceptually showing a change in the state of the user after the content request. The longer it takes to wait for the content to be available after the content request, the more frustrated and eventually angry the user is, and the user's satisfaction level will gradually decrease. As a user's action at this time, when a certain amount of time has passed after the content request (this time is considered to have individual differences or content type differences), the content request is temporarily stopped and the content request is made again. It is thought that this is often the case. At this time, as the number of times the user performs the content re-request operation increases, the user's frustration increases. Therefore, it is possible to prevent the user from performing the content re-request operation as much as possible. It is preferable for improving the satisfaction.

  Next, examples of the communication terminal 1 according to the present embodiment will be described.

  FIG. 4 is Example 1 of the communication terminal 1 according to the present embodiment. In FIG. 4, parts corresponding to the respective parts of the communication terminal 1 of FIG. In the communication terminal 1 according to the first embodiment illustrated in FIG. 4, the user state measurement unit 14 includes a request detection unit 20, a cancellation detection unit 22, a completion detection unit 24, a recording unit 26, and an allowable waiting time estimation unit 28. The application unit 12 includes a rerequest activation unit 40.

  The request detection unit 20 detects a content request transmitted from the communication terminal 1. At this time, the request detection unit 20 detects content request destination information (request destination information) and content request time (request time). A URL can be used as the request destination information. The content request detection time can be used as the request time. Further, the request detection unit 20 acquires the content type based on the request destination information.

  The cancellation detection unit 22 detects a user operation that causes the communication terminal 1 to cancel the content request. The user performs a specific operation on the operation unit 16 in order to cancel the content request. The stop detection unit 22 detects the specific operation. At this time, the cancel detection unit 22 detects request destination information related to the content request to be canceled and the stop time of the content request. The detection time of the user operation for canceling the content request can be used as the stop time.

  The completion detection unit 24 detects the completion of the content request. At this time, the request detection unit 20 detects the request destination information related to the completed content request and the completion time of the content request. The completion time of the content request can be used as the completion time.

  The recording unit 26 records information acquired by the request detection unit 20, the cancellation detection unit 22, and the completion detection unit 24. FIG. 5 is a diagram illustrating a recording configuration example of the recording unit 26. In FIG. 5, the recording unit 26 records the time from the content request to the user operation for canceling the content request (elapsed stop time). In the example of FIG. 5, the request time and the stop time are associated and recorded for one content request. Thereby, the time from the content request to the user operation for canceling the content request is specified.

  In addition, the recording unit 26 records a time from completion of the content request to completion of the content request (completion elapsed time). In the example of FIG. 5, the request time and the completion time are associated and recorded for one content request. Thereby, the time from the content request to the completion of the content request is specified.

  In addition, the recording unit 26 records a plurality of stop elapsed times that occur within a predetermined time related to the content request of the same content request destination in association with each other. In the example of FIG. 5, the same access ID is assigned to a plurality of sets of request time and stop time that occur within a certain time related to the same request destination information.

  In addition, the recording unit 26 records a plurality of stop elapsed times that occur within a predetermined time related to content requests of the same content type in association with each other. In the example of FIG. 5, the same access ID is assigned to a plurality of sets of request time and stop time that occur within a certain time related to the same content type.

  It should be noted that a series of events related to a content request (as shown in FIG. 3) is limited to a target that associates a plurality of suspension elapsed times related to the same content request destination or content requests of the same content type within a certain time. In addition, it is an event in which the user cannot wait and repeats the re-request after canceling the content request, and an event in which a change in the user's state (satisfaction level is noticeable) is distinguished from an event that is not so. .

  In addition, the recording unit 26 records the elapsed stop time and the elapsed elapsed time that occur within a predetermined time related to the content request of the same content request destination in association with each other. In the example of FIG. 5, the same access ID is assigned to a set of request time and stop time and a set of request time and completion time that occur within a certain time related to the same request destination information.

  In addition, the recording unit 26 records the elapsed stop time and the completed elapsed time that occur within a predetermined time related to the content request of the same content type in association with each other. In the example of FIG. 5, the same access ID is assigned to a set of request time and stop time and a set of request time and completion time that occur within a certain time related to the same content type.

  It should be noted that a series of events related to a content request is not limited to those that occur within a certain period of time associating the elapsed elapsed time and the completed elapsed time related to the same content request destination or content request of the same content type. This is to distinguish the event.

  The allowable waiting time estimation unit 28 estimates the user's allowable waiting time for the content request based on the time recorded in the recording unit 26. The allowable waiting time represents how long a user can wait after a content request. In estimating the allowable waiting time, only the elapsed stop time may be used, or both the stop elapsed time and the completed elapsed time may be used. As an estimation method of the allowable waiting time, a statistical method such as an average time or a standard deviation can be used. Further, the allowable waiting time may be estimated for each content request destination. Further, the allowable waiting time may be estimated for each content type. For example, in the case of train transfer guidance, it can be assumed that the user is often in a hurry, and the time that the user can wait is considered to be relatively short. On the other hand, in the case of the weather forecast, it can be assumed that the user is not so rushed, and the time that the user can wait is considered to be relatively long.

  The rerequest activation unit 40 causes the content request to be retransmitted based on the allowable waiting time of the user obtained by the allowable waiting time estimation unit 28. Specifically, the rerequest activation unit 40 cancels and retransmits the content request to the corresponding application before the allowable waiting time elapses from the content requesting time (for example, when 90% of the allowable waiting time has elapsed). Request. At this time, the allowable waiting time is properly used for each content request destination or each content type.

  Thus, the content request can be automatically canceled and retransmitted before the user can not wait for the content request to be canceled and re-requested. As a result, it is possible to reduce the number of times that the user performs a content re-request operation, so that it can be expected to lead to an improvement in user satisfaction. In addition, by properly using the allowable waiting time for each content request destination or each content type, it is possible to increase the success rate of automatically canceling and retransmitting the content request.

  Note that the allowable waiting time of the user may be associated with the position information of the communication terminal 1. As a result, the user's allowable waiting time can be used as an association with the characteristic of the radio wave with respect to the position of the communication terminal 1 and an association with the personal feeling characteristic at the user's location such as a house or a station.

  FIG. 6 is Example 2 of the communication terminal 1 according to the present embodiment. In FIG. 6, portions corresponding to the respective portions of the communication terminal 1 of FIG. In the communication terminal 1 according to the second embodiment illustrated in FIG. 6, the user state measuring unit 14 is different from the user state measuring unit 14 according to the first embodiment in FIG. 4 with respect to the microphone 50, the user voice extracting unit 52, the voiceprint storage unit 54, and the voice. A recognition unit 56, a user satisfaction level acquisition unit 58, a phrase data storage unit 60, a satisfaction level input unit 62, and a phrase learning unit 64 are provided.

  The microphone 50 is provided for inputting the voice of the user who uses the communication terminal 1. The user voice extraction unit 52 extracts a voice signal to be supplied to the voice recognition unit 56 from the voice signal input from the microphone 50 based on the voice print data in the voice print storage unit 54. In the voiceprint storage unit 54, voiceprint data of a user who uses the communication terminal 1 is stored in advance. By performing voiceprint coincidence detection, even if the voice signal input from the microphone 50 includes the voice of a person other than the user of the communication terminal 1, the voice can be recognized from the voice signal uttered by the user of the communication terminal 1. become able to. In addition, you may make it extract the audio | voice signal which the user of the communication terminal 1 uttered using audio | voice feature-values other than a voiceprint.

  The voice recognition unit 56 recognizes the voice signal input by the microphone 50 selected by the user voice extraction unit 52. The user satisfaction acquisition unit 58 reads the user satisfaction corresponding to the phrase recognized by the voice recognition unit 56 from the phrase data storage unit 60. The phrase data storage unit 60 stores user satisfaction for a specific phrase. FIG. 7 shows a storage configuration example of the phrase data storage unit 60. As shown in FIG. 7, the phrase data storage unit 60 stores a satisfaction level (100 points in this example) for each phrase.

  The satisfaction level input unit 62 inputs the user satisfaction level. Specifically, the satisfaction input unit 62 provides a display for prompting the user to input satisfaction after the content request is stopped or completed after the operation unit for satisfaction input is fixed or temporarily provided in the operation unit 16. It performs on the display screen of the display part 18, and waits for the satisfaction input from a user.

  The phrase learning unit 64 associates the phrase recognized by the voice recognition unit 56 with the user satisfaction level input by the satisfaction level input unit 62 and causes the phrase data storage unit 60 to store the phrase. At this time, the phrase learning unit 64 detects a difference between phrases recognized before and after the content request, and causes the phrase data storage unit 60 to store only the phrase added after the content request. This is because it is considered that only the phrase added after the content request significantly represents the state (satisfaction) of the user related to the content request.

The phrase data storage unit 60 may allow the user to register a phrase or set a satisfaction level corresponding to a specific phrase.
In addition, the phrase learning unit 64 may store a phrase / satisfaction level pair in the phrase data storage unit 60 based on a phrase (for example, dialect) unique to an individual or a region.

  The re-request activation unit 40 causes the content request to be retransmitted based on the user satisfaction obtained by the user satisfaction acquisition unit 58. Specifically, the rerequest activation unit 40 requests the application to cancel and retransmit the content request when the user satisfaction obtained after the content request is less than the lower limit.

  It should be noted that the re-request activation unit 40 re-sends the content request based on both the user's allowable waiting time obtained by the allowable waiting time estimation unit 28 and the user's satisfaction obtained by the user satisfaction obtaining unit 58. You may make it perform transmission. For example, the re-request starting unit 40 satisfies the user's satisfaction before the allowable waiting time elapses from the content requesting time (for example, when 90% of the allowable waiting time has elapsed) or after the content requesting satisfies the lower limit value. If not, request the application to cancel and retransmit the content request.

As mentioned above, although embodiment of this invention was explained in full detail with reference to drawings, the specific structure is not restricted to this embodiment, The design change etc. of the range which does not deviate from the summary of this invention are included.
For example, when the communication terminal 1 is a mobile terminal, the present invention can be applied to a cognitive radio system that recognizes the radio usage status and improves the frequency utilization efficiency by using a plurality of radio systems simultaneously.

Also, a program for realizing each step performed by the user state measurement unit 14 shown in FIG. 4 or 6 is recorded on a computer-readable recording medium, and the program recorded on the recording medium is read into a computer system. The user state measurement process may be performed by executing. Here, the “computer system” may include an OS and hardware such as peripheral devices.
“Computer-readable recording medium” refers to a flexible disk, a magneto-optical disk, a ROM, a writable nonvolatile memory such as a flash memory, a portable medium such as a DVD (Digital Versatile Disk), and a built-in computer system. A storage device such as a hard disk.

Further, the “computer-readable recording medium” means a volatile memory (for example, DRAM (Dynamic DRAM) in a computer system that becomes a server or a client when a program is transmitted through a network such as the Internet or a communication line such as a telephone line. Random Access Memory)), etc., which hold programs for a certain period of time.
The program may be transmitted from a computer system storing the program in a storage device or the like to another computer system via a transmission medium or by a transmission wave in the transmission medium. Here, the “transmission medium” for transmitting the program refers to a medium having a function of transmitting information, such as a network (communication network) such as the Internet or a communication line (communication line) such as a telephone line.
The program may be for realizing a part of the functions described above. Furthermore, what can implement | achieve the function mentioned above in combination with the program already recorded on the computer system, and what is called a difference file (difference program) may be sufficient.

DESCRIPTION OF SYMBOLS 1 ... Communication terminal, 10 ... Communication part, 12 ... Application part, 14 ... User state measurement part, 16 ... Operation part, 18 ... Display part, 20 ... Request detection part, 22 ... Stop detection part, 24 ... Completion detection part, DESCRIPTION OF SYMBOLS 26 ... Recording part, 28 ... Permissible waiting time estimation part, 50 ... Microphone, 52 ... User voice extraction part, 54 ... Voiceprint storage part, 56 ... Voice recognition part, 58 ... User satisfaction acquisition part, 60 ... Phrase data storage part 62 ... Satisfaction input part, 64 ... Phrase learning part

Claims (10)

A user state measuring device that measures a state of a user who uses a communication terminal,
A request detection unit for detecting a content request transmitted from the communication terminal;
A stop detection unit that detects a user operation that causes the communication terminal to cancel the content request;
A recording unit for recording a stop elapsed time which is a time from the content request to the user operation;
Based on the time recorded in the recording unit, an allowable waiting time estimation unit that estimates a user's allowable waiting time for a content request;
A user state measuring apparatus comprising: The recording unit records a plurality of stop elapsed times that occur within a certain time related to a content request of the same content request destination or the same content type in association with each other,
The user state measuring apparatus according to claim 1. A completion detection unit for detecting completion of the content request;
The recording unit records an elapsed elapsed time which is a time from the content request to the completion;
The user state measuring device according to claim 1 or 2, wherein The recording unit records the elapsed elapsed time and the completed elapsed time associated with the same content request destination or content request of the same content type in association with each other,
The user state measuring apparatus according to claim 3. A microphone for inputting voice of a user who uses the communication terminal;
A voice recognition unit for voice recognition of the input voice signal;
A phrase data storage unit that stores user satisfaction for a specific phrase;
A user satisfaction acquisition unit that reads out the user satisfaction corresponding to the speech-recognized phrase from the phrase data storage unit;
5. The user state measuring apparatus according to claim 1, further comprising: A satisfaction input unit for inputting user satisfaction;
A phrase learning unit that associates the speech-recognized phrase with the input user satisfaction and stores the phrase in the phrase data storage unit;
The user state measuring device according to claim 5, further comprising: The phrase learning unit detects a difference between the speech-recognized phrases before and after the content request, and stores only the phrase added after the content request in the phrase data storage unit;
The user state measuring apparatus according to claim 6. A voice feature quantity storage unit for storing user voice feature quantity data;
A user voice extraction unit that extracts a voice signal to be supplied to the voice recognition unit from the input voice signal based on voice feature value data of the voice feature value storage unit;
8. The user state measuring apparatus according to claim 5, further comprising: The user state measuring device according to any one of claims 1 to 8,
A re-request activation unit that executes retransmission of a content request based on the user's allowable waiting time or satisfaction obtained by the user state measurement device;
A communication terminal comprising: A computer program for performing a user state measurement process for measuring a state of a user using a communication terminal,
Detecting a content request transmitted from the communication terminal;
Detecting a user operation that causes the communication terminal to cancel the content request;
Recording a time from the content request to the user operation;
Estimating a user's allowable waiting time for a content request based on the recorded time;
A computer program for causing a computer to execute.

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