JP7707737B2 - Content distribution device, content distribution method, and program - Google Patents

Description

The present disclosure relates to a content distribution device, a content distribution method, a computer program, etc.

Systems are known that deliver educational content to employees.

For example, Patent Document 1 discloses an employee training support system in which a server automatically distributes necessary work information to employees. Patent Document 2 discloses a course system that can play content while the movement of employees is not being confirmed by a GPS (Global Positioning System) receiver or an acceleration sensor.

JP 2017-134119 A JP 2019-168948 A

In the invention described in Patent Document 1, the server automatically transmits work information to employees at a specified time each day. Therefore, depending on the work situation of the employee, the employee may not be able to check the work information at the time it is transmitted from the server. Furthermore, the invention described in Patent Document 2 merely makes it possible to play content while the movement of the employee is not confirmed. Therefore, the invention described in Patent Document 2 requires the employee to operate the content to play it.

One example of the objective of the present disclosure is to provide a content distribution device that allows employees to easily improve their skills by using their free time.

A content distribution device according to one aspect of the present disclosure includes a status information acquisition means for acquiring work status information indicating the work status of an employee, a free time detection means for detecting free time of the employee based on the work status information acquired by the status information acquisition means, and a content distribution control means for distributing content to the employee when free time is detected by the free time detection means.

A content delivery method according to one aspect of the present disclosure obtains work status information indicating the work status of an employee, detects whether the employee is free based on the work status information, and delivers content to the employee when free time is detected.

A program in one aspect of the present disclosure causes a computer to acquire work status information indicating the work status of an employee, detect when the employee is free based on the work status information, and deliver content to the employee when free time is detected.

One example of the effect of the present invention is to provide a content distribution device that allows employees to easily improve their skills by using their free time.

FIG. 1 is a block diagram showing the configuration of a content distribution device according to the first embodiment. FIG. 2 is a diagram showing a hardware configuration in which the content distribution device according to the first embodiment is realized by a computer device and its peripheral devices. FIG. 3 is an example of a screen displaying the content distributed by the content distribution control unit in the first embodiment. FIG. 4 is an example of a screen displaying the content distributed by the content distribution control unit in the first embodiment. FIG. 5 is a flowchart showing the content distribution operation in the first embodiment. FIG. 6 shows another example of a screen displaying the content distributed by the content distribution control unit in the first embodiment. FIG. 7 is a block diagram showing a configuration of a content distribution device according to the second embodiment. FIG. 8 is an example of a screen that allows an employee to select content to be distributed by the content selection unit to the employee terminal. FIG. 9 is a flowchart showing a content distribution operation in the second embodiment. FIG. 10 is a block diagram showing a configuration of a content distribution device according to the third embodiment. FIG. 11 is a flowchart showing a content distribution operation in the third embodiment.

Next, the embodiment will be described in detail with reference to the drawings.

[First embodiment]
Fig. 1 is a block diagram showing the configuration of a content distribution device 100 in the first embodiment. Referring to Fig. 1, the content distribution device 100 includes a situation information acquisition unit 101, an available time detection unit 102, and a content distribution control unit 103. The content distribution device 100 is capable of distributing content to employee terminals 200 carried by employees via a network. The content distribution device 100 is a device that distributes content to one or more preset employees when available time is detected. Next, the configuration of the content distribution device 100 in the first embodiment will be described in detail.

2 is a diagram showing an example of a hardware configuration in which the content distribution device 100 in the first embodiment of the present disclosure is realized by a computer device 500 including a processor. As shown in FIG. 2, the content distribution device 100 includes a CPU (Central Processing Unit) 501, memories such as a ROM (Read Only Memory) 502 and a RAM (Random Access Memory) 503, a storage device 505 such as a hard disk for storing a program 504, a communication I/F (Interface) 508 for network connection, and an input/output interface 511 for inputting and outputting data. In the first embodiment, the business status information acquired by the status information acquisition unit 101 is input to the content distribution device 100 via the communication I/F 508 for network connection. In the first embodiment, the content distribution device 100 is connected to an input device 509 and an output device 510 via a bus 512. The content distribution device 100 in the first embodiment shown in FIG. 1 can also be configured by cloud computing or the like.

The CPU 501 runs an operating system to control the entire content distribution device 100 according to the first embodiment of the present invention. The CPU 501 also reads programs and data from a recording medium 506 mounted in, for example, a drive device 507 into memory. The CPU 501 also functions as the situation information acquisition unit 101, free time detection unit 102, and content distribution control unit 103 in the first embodiment, or as a part of these, and executes the processes or commands in the flowchart shown in FIG. 5, which will be described later, based on the programs.

The recording medium 506 is, for example, an optical disk, a flexible disk, a magneto-optical disk, an external hard disk, or a semiconductor memory. The semiconductor memory, which is part of the recording medium, is a non-volatile storage device in which the program is recorded. The program may also be downloaded from an external computer (not shown) that is connected to a communication network.

The input device 509 is realized, for example, by a mouse, a keyboard, or built-in key buttons, and is used for input operations. The input device 509 is not limited to a mouse, a keyboard, or built-in key buttons, and may be, for example, a touch panel or a microphone for voice input. In the first embodiment, the output device 510 is realized, for example, by a display, and is used to check the output.

As described above, the first embodiment shown in FIG. 1 is realized by the computer hardware shown in FIG. 2. However, the means for realizing each part of the content distribution device 100 in FIG. 1 is not limited to the configuration described above. Furthermore, the content distribution device 100 may be realized by a single physically combined device, or may be realized by a system consisting of two or more physically separate devices connected by wire or wirelessly. For example, the input device 509 and the output device 510 may be connected to the computer device 500 via a network.

The status information acquisition unit 101 is a means for acquiring business status information indicating the status of an employee's work. An employee refers to a person engaged in some kind of work, and is not limited to a person with a specific employment status. In addition, an employee is a target to which content is distributed from the content distribution device 100. Business status information is information that objectively indicates the status of an employee's work, for example, information indicating the busyness of the work in which the employee is engaged. Specific examples of business status information include information that can determine whether or not an employee is working on some kind of task, traveling, or in a meeting. In addition, the business status information is information that can determine, for example, whether or not there is a customer and whether or not the employee is serving a customer, for an employee engaged in customer service. In this embodiment, customers include customers who are served by phone or online, in addition to customers who are served face-to-face. The business status information includes image data captured by a camera of the work location of an employee during work, voice data recorded during work, or signal data acquired from a sensor such as a motion sensor. The camera or sensor for acquiring the business status information is, for example, mounted on the work location or a wearable device worn by the employee. The work status information also includes information regarding whether an employee terminal 200, such as a personal computer (PC) or smartphone, used for work is being used, or whether a telephone is being used. Information regarding these operations and whether they are being used may be acquired based on the image data or signal data described above, or may be acquired from a system that manages the employee terminal 200 or telephone. The status information acquisition unit 101 acquires the work status information at a predetermined timing (for example, every few minutes).

Other examples of work status information include information indicating how busy work is under the same circumstances as in the past, such as the same day of the week, the same time of day, or the same weather in the past. Another example of the same circumstances in the past is, for example, a situation where a similar event has been held in the past, and the holding of the event is likely to affect the work status of employees in the same way as when the past event was held. Information indicating how busy work is under different circumstances in the past is stored in advance in the storage device 505. The status information acquisition unit 101 outputs the acquired work status information to the free time detection unit 102.

The free time detection unit 102 is a means for detecting whether an employee is free based on the business status information. When the free time detection unit 102 receives image data captured by a camera or signal data acquired from a sensor as business status information from the status information acquisition unit 101, the free time detection unit 102 analyzes the signal data to detect whether the employee is free. For example, based on image data of an employee during work, the free time detection unit 102 detects free time when the employee does not work, operate equipment, move, or talk for a certain period of time (for example, 15 minutes). For an employee engaged in customer service, free time is detected when the employee has not been serving customers for a certain period of time, for example, when the employee is not within a certain distance from a customer for a certain period of time or when the customer is not captured in the image data for a certain period of time. For customer service provided online, such as by telephone or the Internet, free time is detected when, for example, there is no telephone or online conversation with a customer, or there is no telephone or online call for a certain period of time (for example, 15 minutes).

The free time detection unit 102 may also detect a time period when an employee is free, based on work status information under the same circumstances in the past. In this case, the free time detection unit 102 does not only detect the timing of the free time, but estimates the length of the free time. For example, if a specific time period (e.g., 14:00-15:00) on the same day of the week in the past was often free, the free time detection unit 102 detects that a similar time period is a time period when free time will occur, and estimates the length of the free time to be one hour. The work status information under the same circumstances in the past is stored, for example, in the storage device 505. When the free time detection unit 102 detects that an employee to whom content is to be distributed is free or a time period when free time will occur, and estimates the length of the free time, it outputs the information to the content distribution control unit 103.

The content delivery control unit 103 is a means for delivering content when free time is detected by the free time detection unit 102. "When free time is detected" means the timing when free time is detected. The content delivery control unit 103 may deliver content after a predetermined time (several seconds to several minutes) has elapsed since free time was detected. When the content delivery control unit 103 receives information from the free time detection unit 102 that the employee to whom content is to be delivered is free, the content delivery control unit 103 delivers content to the employee terminal 200, such as the employee's PC or smartphone, via a network, for example. The content delivered by the content delivery control unit 103 is stored in the storage device 505, and is, for example, content related to the employee's work. The form of the content includes video, images, audio, or messages. Specific examples of content include educational content for employees, such as content on how to use equipment required for work and how to proceed with work. For employees engaged in work that provides products and services to customers, content related to new products and new services is also included. Furthermore, the content distributed by the content distribution control unit 103 may be anything that is not directly related to work, as long as it leads to the smooth progress of work. Such content may be, for example, video or music distributed for the purpose of reducing employee stress.

3 and 4 are examples of screens on the employee terminal 200 that display content distributed by the content distribution control unit 103. The screen examples in FIG. 3 and FIG. 4 are examples that display new product information as content. As shown in FIG. 3, for example, the content is displayed on the screen together with information necessary for business. In the example of FIG. 3, a daily business report A and new product information B, which is content distributed by the content distribution control unit 103, are displayed on the same screen as an example of information necessary for business. Also, as shown in FIG. 4, only the content distributed by the content distribution control unit 103 may be displayed on the screen. In the example of the screen in FIG. 4, detailed product information D is displayed together with a new product image C. The content distribution control unit 103 may distribute content as shown in FIG. 4, triggered by receiving a selection of new product information B in FIG. 3 from the input device 509.

The operation of the content distribution device 100 configured as above will be described with reference to the flowchart in FIG. 5.

Figure 5 is a flowchart showing an overview of the operation of the content distribution device 100 in the first embodiment. Note that the processing according to this flowchart may be executed based on program control by the processor described above.

As shown in FIG. 5, first, the status information acquisition unit 101 acquires work status information indicating the work status of the employee, and outputs it to the free time detection unit 102 (step S101). Next, when the free time detection unit 102 detects that it is an employee's free time based on the work status information, it outputs information indicating the detection to the content distribution control unit 103 (step S102). Note that steps S101 and S102 are repeated whenever the free time detection unit 102 acquires work status information of one or more employees that have been set in advance. Finally, the content distribution control unit 103 distributes the content stored in the storage device 505 to the employee terminal 200 (step S103). With this, the content distribution device 100 ends the content distribution operation.

In the content distribution device 100 in the present embodiment described above, when the free time detection unit 102 detects that an employee is free, the content distribution control unit 103 distributes content to the employee terminal. This allows the employee to view the distributed content without any operation when free time occurs. This makes it possible for employees to use their free time to easily improve their skills.

[Modification of the first embodiment]
In the first embodiment, the display method of the content delivered by the content delivery control unit 103 is not limited to the examples in FIG. 3 and FIG. 4 as long as the employee can confirm the content. When the free time detection unit 102 estimates the length of the free time, the content delivery control unit 103 may deliver content according to the length of the free time. FIG. 6 shows another example of a screen displaying the content delivered by the content delivery control unit 103. When the free time detected by the free time detection unit 102 is short (e.g., several minutes), the content delivery control unit 103 may deliver a message as a telop as shown in FIG. 6. In this case, for example, the employee can grasp information necessary for work in a short time. On the other hand, when the free time detected by the free time detection unit 102 is long (e.g., several tens of minutes), content with a long playback time may be delivered.

[Second embodiment]
Next, a second embodiment of the present disclosure will be described in detail with reference to the drawings. In the second embodiment, the description is based on the assumption that the employee is an employee engaged in customer service, but this embodiment can also be applied to employees other than those in the customer service industry. In this embodiment, the concept of customer service includes dealing with customers over the phone or online, in addition to dealing with customers face-to-face. Below, to the extent that the description of this embodiment is not unclear, the description of the contents that overlap with the above description will be omitted. As with the computer device shown in FIG. 2, the functions of each component in each embodiment of the present disclosure can be realized not only in hardware, but also in a computer device based on program control and firmware.

7 is a block diagram showing the configuration of a content distribution device 110 according to a second embodiment of the present disclosure. With reference to FIG. 7, the content distribution device 110 according to the second embodiment will be described, focusing on the parts different from the content distribution device 100 according to the first embodiment. The content distribution device 110 according to the second embodiment includes a situation information acquisition unit 111, an idle time detection unit 112, a situation estimation unit 113, a content selection unit 114, and a content distribution control unit 115. That is, the second embodiment differs from the first embodiment in that it includes at least the situation estimation unit 113 and the content selection unit 114. Also, it differs from the first embodiment in that the situation information acquisition unit 111 further acquires employee situation information indicating the status of the employee during work in addition to the work situation information indicating the work situation of the employee. Note that the idle time detection unit 112 of the second embodiment has basically the same configuration and function as the idle time detection unit 102 of the first embodiment, so a description thereof will be omitted here.

The status information acquisition unit 111 acquires employee status information indicating the status of the employee while working, in addition to the work status information indicating the status of the employee while working. The employee status information includes, for example, information that can estimate the employee's emotions while working, the employee's stress level, or the situation in which the employee is placed. Information that can estimate the employee's emotions is, for example, information that indicates the employee's most recent work status. An example of information that indicates the most recent work status is, in the case of a customer service business, information on dealing with customers, such as handling a customer's complaint or being thanked by a customer. Information that can estimate the employee's stress level is biometric information that can measure the employee's stress level, such as the employee's heart rate or blood pressure. This information includes image data captured by a camera of the employee's work location while working, voice data recorded during work, or signal data acquired from a sensor such as a motion sensor or a heart rate sensor. The camera or sensor for acquiring the employee status information is, for example, mounted on the work location or a wearable device worn by the employee.

In addition, information that can be used to estimate the situation of an employee is, for example, event information that occurs around the employee or during work. For an employee involved in work that provides products or services to customers, an example of such event information would be the launch of a new product or service. The situation information acquisition unit 111 acquires such event information by, for example, accepting information input from the input device 509. When the situation information acquisition unit 111 acquires employee situation information, it outputs it to the situation estimation unit 113.

The situation estimation unit 113 is a means for estimating the employee's situation based on the employee situation information acquired by the situation information acquisition unit 111. When free time is detected by the free time detection unit 112, the situation estimation unit 113 estimates the employee's situation based on the employee situation information input from the situation information acquisition unit 111. The employee's situation is, for example, the employee's emotions, stress level, or the situation in which the employee is placed. The employee's emotions indicate, for example, the ups and downs of the employee's emotions, such as the employee's emotions or mood being up or down. The stress level indicates, for example, the state in which the employee is feeling stressed or not. The employee's situation is, for example, the impact on the employee caused by events occurring in the employee's surroundings or work.

The situation estimation unit 113 estimates the employee's emotions using a known method. Specifically, when the situation information acquisition unit 111 inputs information that the employee handled a customer's complaint just before, the situation estimation unit 113 estimates that the employee's emotions are depressed. Also, when the situation information acquisition unit 111 inputs information that the employee was thanked by a customer just before, the situation estimation unit 113 estimates that the employee's emotions are excited. When the situation information acquisition unit 111 inputs biometric information such as the employee's heart rate and blood pressure, the situation estimation unit 113 estimates whether the employee is stressed. When the situation information acquisition unit 111 inputs information about an event that occurred around the employee or in the work, the situation estimation unit 113 estimates, for example, the impact on the employee. Specifically, when the situation information acquisition unit 111 inputs information about the release of a new product as event information, the situation estimation unit 113 estimates that the employee needs knowledge of the new product. The situation estimation unit 113 outputs the results of this estimation of the employee's situation to the content selection unit 114.

The content selection unit 114 is a means for selecting content to be delivered to employees based on employee status information. When the content selection unit 114 receives the result of the estimation of the employee status from the status estimation unit 113, it selects the content to be delivered to the employee.

The content selection unit 114 selects content to be distributed to the employee according to the employee's emotions estimated by the situation estimation unit 113. For example, when the content selection unit 114 receives information from the situation estimation unit 113 that the employee is feeling depressed, the content selection unit 114 selects content including a customer service situation that the employee rated highly as the content to be distributed to the employee. When the content selection unit 114 receives information from the situation estimation unit 113 that the employee is feeling stressed, the content selection unit 114 selects content such as a video of nature that relieves stress as the content to be distributed to the employee. When the content selection unit 114 receives information from the situation estimation unit 113 that the employee needs knowledge of a new product, the content selection unit 114 selects content related to the new product as the content to be distributed to the employee. The content selection unit 114 outputs information related to the selected content to the content distribution control unit 115.

The content selection unit 114 may accept the content to be distributed by an operation by the employee. In this case, the content selection unit 114 distributes an operation screen so that the employee can select the content to be distributed by operation. FIG. 8 is an example of a screen for allowing the employee to select the content to be distributed by the content selection unit 114 to the employee terminal 210. As shown in FIG. 8, customer service skills, new product information, and customer evaluations are displayed as options for the content to be distributed. Content related to customer service skills is, for example, content about advice for improving customer service skills and points to note when serving customers. Customer evaluations are feedback on the customer service provided by the employee. The content selection unit 114 outputs information related to the content selected by operation from the input device 509 to the content distribution control unit 115.

The content delivery control unit 115 delivers the content selected by the content selection unit 114 to the employee terminal 210. When information on the content selected by the content selection unit 114 is input, the content delivery control unit 115 delivers the corresponding content stored in the storage device 505 to the employee terminal 210.

Next, the operation of the content distribution device 110 will be described with reference to the flowchart shown in FIG. 9. Note that the processing according to this flowchart may also be executed based on program control by the CPU described above.

As shown in FIG. 9, first, the status information acquisition unit 111 acquires the business status information and the employee status information, and outputs the business status information to the free time detection unit 112 and the employee status information to the status estimation unit 113, respectively. (Step S201). Next, when the free time detection unit 112 detects that it is an employee's free time based on the business status information, it outputs information indicating the detection to the status estimation unit 113 (Step S202). Next, the status estimation unit 113 estimates the status of the employee working based on the employee status information acquired by the status information acquisition unit 111. The status estimation unit 113 outputs information regarding the estimated employee status to the content selection unit 114 (Step S203). Next, the content selection unit 114 selects content to be distributed to the employee based on the estimated employee status, and outputs information regarding the selected content to the content distribution control unit 115 (Step S204). Finally, the content distribution control unit 115 distributes the content selected by the content selection unit 114 to the employee terminal 210 (Step S205). This completes the content distribution operation of the content distribution device 110.

In the content distribution device 110 in the second embodiment described above, the content selection unit 114 selects content to be distributed to an employee based on employee status information indicating the employee's status. Thus, content suitable for the employee's status can be distributed. In particular, in the second embodiment, the status estimation unit 113 estimates the employee's status based on the employee status information acquired by the status information acquisition unit 111. Next, the content selection unit 114 selects content to be distributed to the employee based on the employee's status estimated by the status estimation unit 113. Thus, content more suitable for the employee's status can be distributed.

[Third embodiment]
Next, a third embodiment of the present disclosure will be described in detail with reference to the drawings. In the third embodiment, as in the second embodiment, the explanation will be given on the assumption that the employee is an employee engaged in the customer service industry. Below, the explanation of the present embodiment will be omitted for the contents that overlap with the above explanation, so long as the explanation of the present embodiment is not unclear. Each component in each embodiment of the present disclosure can be realized by a computer device based on program control and firmware, as well as by hardware, as in the computer device shown in FIG. 2.

FIG. 10 is a block diagram showing the configuration of a content distribution device 120 according to a second embodiment of the present disclosure. With reference to FIG. 10, the content distribution device 120 according to the third embodiment will be described, focusing on the parts that differ from the content distribution device 110 according to the second embodiment. The content distribution device 120 according to the third embodiment includes a situation information acquisition unit 121, an available time detection unit 122, a customer service evaluation unit 123, a content selection unit 124, and a content distribution control unit 125. That is, the third embodiment differs from the second embodiment in that it includes a customer service evaluation unit 123 instead of at least the situation estimation unit 113 in the second embodiment. Note that the configuration of the available time detection unit 122 in the third embodiment is basically the same as the configuration and function of the available time detection unit in the first and second embodiments, and therefore will not be described here.

The status information acquisition unit 121 acquires, as employee status information, customer service status information indicating the customer service status of employees while working, and outputs the acquired customer service status information to the customer service evaluation unit 123. Customer service status information refers to information indicating the state of customer service provided by employees engaged in the customer service industry. The customer service status information includes image data captured by a camera of employees or customers while serving customers, or audio data recorded by a microphone while serving customers. The camera and microphone used to acquire the customer service status information are mounted, for example, at the customer service location or on a wearable device worn by the employee. The status information acquisition unit 121 outputs the acquired customer service status information to the customer service evaluation unit 123.

The customer service evaluation unit 123 is a means for evaluating the customer service of the employee based on the customer service situation information acquired by the situation information acquisition unit 121. When the customer service situation information is input from the situation information acquisition unit 121, the customer service evaluation unit 123 evaluates the customer service of the employee. Specifically, when the situation information acquisition unit 121 inputs image data or voice data during customer service, the customer service evaluation unit 123 analyzes the reaction, language, and tone of voice of the customer who is the customer service partner, and estimates the customer's evaluation of the customer service. Specifically, if the customer's language is polite or the tone of voice is bright, the customer service evaluation unit 123 evaluates the customer service highly. On the other hand, if the customer's language is rough or the tone of voice is dark, the customer service evaluation unit 123 evaluates the customer service low. However, these methods of evaluating customer service are merely examples and are not limited to these methods. In addition, the evaluation of customer service may be performed by dividing the customer service process into multiple parts, such as hearing, product explanation, and closing. The customer service evaluation unit 123 outputs the result of evaluating the customer service of the employee to the content selection unit 124.

The content selection unit 124 selects content to be distributed to employees based on the evaluation results by the customer service evaluation unit 123. When the content selection unit 124 receives the evaluation results for customer service from the customer service evaluation unit 123, it selects content to be distributed to employees based on the evaluation results. For example, if the evaluation of the hearing, product explanation, and closure in the customer service process is low, the content selection unit 124 selects, as content, video or audio that shows the customer service situation information of other employees with higher evaluations. If the evaluation of the employee's product explanation is low, the content selection unit 124 selects content that is an example of a product explanation or content related to frequently asked questions about products. The content selection unit 124 outputs information about the content selected in this way to the content distribution control unit 125.

The content delivery control unit 125 delivers the content selected by the content selection unit 124 to the employee terminal 220. When information on the content selected by the content selection unit 124 is input, the content delivery control unit 125 delivers the corresponding content stored in the storage device 505 to the employee terminal 220.

Next, the operation of the content distribution device 120 will be described with reference to the flowchart shown in FIG. 11. Note that the processing according to this flowchart may also be executed based on program control by the CPU described above.

As shown in FIG. 11, first, the status information acquisition unit 121 acquires the business status information and the customer service status information, and outputs the business status information to the free time detection unit 122 and the employee status information to the customer service evaluation unit 123. (Step S301). Next, when the free time detection unit 122 detects that it is an employee's free time based on the business status information, it outputs information indicating the detection to the customer service evaluation unit 123 (Step S302). Next, the customer service evaluation unit 123 evaluates the employee who is serving based on the customer service status information acquired by the status information acquisition unit 121. The customer service evaluation unit 123 outputs the employee's evaluation result of the customer service to the content selection unit 124 (Step S303). Next, the content selection unit 124 selects content to be distributed to the employee based on the employee's evaluation result of the customer service, and outputs information about the selected content to the content distribution control unit 125 (Step S304). Finally, the content distribution control unit 125 distributes the content selected by the content selection unit 124 to the employee terminal 220 (Step S305). This completes the content distribution operation of the content distribution device 120.

The content distribution device 120 in the third embodiment described above selects content to be distributed to employees based on the evaluation results of the employee's customer service by the customer service evaluation unit 123. Therefore, content according to the employee's customer service skills can be distributed.

[Modification of the third embodiment]
In the third embodiment, the customer service evaluation unit 123 evaluates the customer service based on the customer service status information acquired by the status information acquisition unit 121. In a modified example of the third embodiment, the customer service evaluation unit 123 evaluates the customer service during work based on the customer's reaction to the customer service of the employee instead of or together with the customer service status information. The customer's reaction includes the customer's evaluation information on the customer service of the employee, or the purchase information of products or services by the customer after the customer service. The customer's evaluation information includes, for example, a questionnaire on the customer service that is accepted by an automated voice after the customer service. The customer's evaluation information and the customer's purchase information are stored in the storage device 505 within a certain time (for example, within 30 minutes) after the customer service. If the customer's reaction to the customer service is good, the customer service evaluation unit 123 evaluates the customer service highly. On the other hand, if the customer's reaction to the customer service is poor, the customer service evaluation unit 123 evaluates the customer service low. The configuration other than the customer service evaluation unit 123 is the same as that of the third embodiment, so a description thereof will be omitted here.

The third embodiment can also be configured in combination with the second embodiment. That is, the third embodiment may include both the situation estimation unit 113 and the customer service evaluation unit 123. In this case, for example, when the situation estimation unit 113 estimates that the employee is depressed, the content delivery control unit 125 may deliver content to the employee terminal 220 to soothe the emotion. On the other hand, when the situation estimation unit 113 estimates that the emotion is normal, content according to the customer service evaluation is delivered. In this way, when the employee is emotionally unsettled, the employee is encouraged to calm down, and when the employee's emotion is calm, the employee is encouraged to reflect on his or her own customer service evaluation.

The present invention has been described above with reference to each embodiment, but the present invention is not limited to the above-mentioned embodiment. Various modifications that can be understood by a person skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.

For example, although multiple operations are described in sequence in the form of a flow chart, the order of description does not limit the order in which the multiple operations are performed. Therefore, when implementing each embodiment, the order of the multiple operations can be changed to the extent that does not interfere with the content. In addition, in the first embodiment, the free time detection unit 102 detects free time when an employee has not worked for a certain period of time (for example, 15 minutes). However, the certain period of time here is not limited to 15 minutes. As long as it is possible to detect free time suitable for distributing content according to the employee's job type and work content, it is not limited to this. In addition, the content delivered by the content delivery control unit may be changed according to the length of the free time. For example, if the free time is long, the content delivery control unit may deliver content with a long playback time, and if the free time is short, the content delivery control unit may deliver content with a short playback time.

Some or all of the above embodiments may be described as follows, but are not limited to the following:

(Appendix 1)
A status information acquisition means for acquiring work status information indicating the work status of employees;
a free time detection means for detecting free time of the employee based on the work status information acquired by the status information acquisition means;
a content distribution control means for distributing content to the employee when the free time is detected by the free time detection means;
A content distribution device comprising:

(Appendix 2)
2. The content distribution device according to claim 1, wherein the free time detection means detects free time when the employee has not been working for a certain period of time or more.

(Appendix 3)
2. The content delivery device according to claim 1, wherein the free time detection means detects a time period that will be free time based on business status information obtained under the same past conditions.

(Appendix 4)
4. The content distribution device according to claim 3, wherein the free time detection means estimates a length of the free time when it detects a time period that will be the free time.

(Appendix 5)
The status information acquisition means further acquires employee status information indicating the status of the employee during work,
a content selection means for selecting content to be delivered to the employee based on the employee status information,
5. The content distribution device according to claim 1, wherein the content distribution control means distributes the content selected by the content selection means.

(Appendix 6)
The system further includes a status estimation means for estimating a status of the employee based on the employee status information acquired by the status information acquisition means,
6. The content distribution device according to claim 5, wherein the content selection means selects content to be distributed to the employee based on the employee's status estimated by the status estimation means.

(Appendix 7)
When the situation estimation means estimates that the employee is depressed,
The content distribution device according to claim 6, wherein the content selection means selects content including information about customer service experiences for which the employee was highly rated.

(Appendix 8)
A customer service evaluation means for evaluating the customer service provided by the employee during the work,
The content distribution device according to claim 5, wherein the content selection means selects content to be distributed to the employee based on the evaluation result by the customer service evaluation means.

(Appendix 9)
The content distribution device described in Appendix 8, wherein the customer service evaluation means evaluates the customer service during the work based on customer service status information indicating the customer service status of the employee or the customer's reaction to the employee's customer service.

(Appendix 10)
Obtaining work status information indicating the work status of employees;
Detecting when an employee is free based on the work status information;
A content distribution method for distributing content to the employee when the free time is detected.

(Appendix 11)
Obtaining work status information indicating the work status of employees;
Detecting when an employee is free based on the work status information;
A program that causes a computer to deliver content to the employee when the free time is detected.

100, 110, 120 Content distribution device 101, 111, 121 Status information acquisition unit 102, 112, 122 Free time detection unit 103, 115, 125 Content distribution control unit 113 Status estimation unit 114, 124 Content selection unit 123 Customer service evaluation unit

Claims (10)

A status information acquisition means for acquiring work status information indicating the status of an employee's work and employee status information indicating the status of the employee during work ;
a free time detection means for detecting free time of the employee based on the work status information acquired by the status information acquisition means;
a content selection means for selecting content to be delivered to the employee based on the employee status information;
a content distribution control means for distributing the content selected by the content selection means to the employee when the free time is detected by the free time detection means;
A content distribution device comprising: The content distribution device according to claim 1, wherein the free time detection means detects free time when the employee has not been working for a certain period of time or more. The content distribution device according to claim 1, wherein the free time detection means detects free time periods based on business status information obtained under the same past conditions. The idle time detection means estimates the length of idle time based on past work status information under the same conditions,
4. The content delivery device according to claim 3, wherein said content delivery control means delivers content according to the length of free time. The system further includes a status estimation means for estimating a status of the employee based on the employee status information acquired by the status information acquisition means,
2. The content distribution device according to claim 1 , wherein the content selection means selects the content to be distributed to the employee based on the employee's situation estimated by the situation estimation means. When the situation estimation means estimates that the employee is depressed,
The content distribution device according to claim 5 , wherein the content selection means selects content including information about customer service sessions in which the employee was highly rated . A customer service evaluation means for evaluating the customer service provided by the employee during the work,
2. The content delivery device according to claim 1 , wherein the content selection means selects the content to be delivered to the employee based on a result of the evaluation by the customer service evaluation means. The content delivery device according to claim 7, wherein the customer service evaluation means evaluates the customer service during the work based on customer service status information indicating the customer service status of the employee or on customer reactions to the customer service of the employee. Acquire work status information indicating the work status of an employee and employee status information indicating the status of the employee while working;
Detecting when an employee is free based on the work status information;
Selecting content to be delivered to the employee based on the employee status information;
The method includes: distributing the selected content to the employee when the free time is detected. Acquire work status information indicating the work status of an employee and employee status information indicating the status of the employee while working;
Detecting when an employee is free based on the work status information;
Selecting content to be delivered to the employee based on the employee status information;
A program that causes a computer to deliver the selected content to the employee when the free time is detected.