Content delivery device, content delivery method, and program

Abstract

To allow employees to use their vacant time to improve their skills easily.SOLUTION: A content distribution device of the present disclosure includes: state information acquisition means for acquiring business state information indicating a business state of an employee; vacant time detection means for detecting vacant time of the employee based on the business state information acquired by the state information acquisition means; and content distribution control means for distributing a content to the employee when the vacant time is detected by the vacant time detection means.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present disclosure relates to a content distribution device, a content distribution method, a computer program, and the like.

Background Art

[0002] A system for distributing educational content to employees is known.

[0003] For example, Patent Document 1 discloses an employee education support system in which a server automatically distributes necessary business information to employees. Patent Document 2 discloses a lecture system capable of playing content while the movement of an employee is not confirmed by a GPS (Global Positioning System) receiver or an acceleration sensor.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Patent Document 2

Summary of the Invention

Problems to be Solved by the Invention

[0005] In the invention described in Patent Document 1 mentioned above, the server automatically transmits business information to employees at predetermined times of the day. Therefore, depending on the business situation of the employees, there may be cases where the business information cannot be confirmed at the timing transmitted from the server. Further, the invention described in Patent Document 2 only enables content playback while the movement of an employee is not confirmed. Therefore, in the invention described in Patent Document 2, an operation by the employee is required to play the content.

[0006] An example of the object of the present disclosure is to provide a content distribution device that enables an employee to easily improve skills by using free time.

Means for Solving the Problems

[0007] The content distribution device according to one aspect of the present disclosure includes a situation information acquisition unit that acquires business situation information indicating the business situation of an employee, a free time detection unit that detects that it is the free time of the employee based on the business situation information acquired by the situation information acquisition unit, and a content distribution control unit that distributes content to the employee when the free time detection unit detects free time.

[0008] The content distribution method according to one aspect of the present disclosure acquires business situation information indicating the business situation of an employee, detects that it is the free time of the employee based on the business situation information, and distributes content to the employee when free time is detected.

[0009] A program according to one aspect of the present disclosure causes a computer to acquire business situation information indicating the business situation of an employee, detect that it is the free time of the employee based on the business situation information, and distribute content to the employee when free time is detected.

Effects of the Invention

[0010] An example of the effect of the present invention is to provide a content distribution device that enables an employee to easily improve skills by using free time.

Brief Description of the Drawings

[0011]

Figure 1

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BEST MODE FOR CARRYING OUT THE INVENTION

[0012] Next, the embodiments will be described in detail with reference to the drawings.

[0013] [First Embodiment] FIG. 1 is a block diagram showing the configuration of the content distribution device 100 in the first embodiment. Referring to FIG. 1, the content distribution device 100 includes a situation information acquisition unit 101, a free time detection unit 102, and a content distribution control unit 103. The content distribution device 100 can distribute content to the employee terminal 200 held by an employee through a network. The content distribution device 100 is a device that distributes content when free time is detected for one or a plurality of preset employees. Next, the configuration of the content distribution device 100 in the first embodiment will be described in detail.

[0014] FIG. 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, a ROM (Read Only Memory) 502, a memory such as 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 situation information acquired by the situation 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. Further, the content distribution device 100 in the first embodiment shown in FIG. 1 can also be configured by cloud computing or the like.

[0015] The CPU 501 operates the operating system to control the entire content distribution device 100 according to the first embodiment of the present invention. Also, the CPU 501 reads programs and data from the recording medium 506 mounted on, for example, the drive device 507 into the memory. Further, the CPU 501 functions as the situation information acquisition unit 101, the free time detection unit 102, and the content distribution control unit 103 in the first embodiment and a part thereof, and executes the processes or instructions in the flowchart shown in FIG. 5 described later based on the program.

[0016] 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. A semiconductor memory or the like that is a part of the recording medium is a non-volatile storage device, and a program is recorded therein. Further, the program may be downloaded from an external computer (not shown) connected to the communication network.

[0017] The input device 509 is realized by, for example, a mouse, a keyboard, a built-in key button, etc., and is used for input operations. The input device 509 is not limited to a mouse, a keyboard, or a built-in key button, and may be, for example, a touch panel or a microphone for voice input. In the first embodiment, the output device 510 is realized by, for example, a display and is used to confirm the output.

[0018] As described above, the first embodiment shown in FIG. 1 is realized by the computer hardware shown in FIG. 2. However, the realization means of each part provided in the content distribution device 100 in FIG. 1 is not limited to the configuration described above. Also, the content distribution device 100 may be realized by a single physically combined device, or may be realized by a system composed of two or more physically separated 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.

[0019] The situation information acquisition unit 101 is a means for acquiring business situation information indicating the business situation of employees. An employee refers to a person engaged in some kind of business and is not limited to those in a specific employment form. Also, an employee is a target to whom content is distributed from the content distribution device 100. The business situation information is information that objectively indicates the business situation of an employee, for example, information indicating the busy situation of the business the employee is engaged in. Specific examples of the business situation information include information capable of determining whether the employee is engaged in some work, is moving, or is in a meeting. Also, for an employee engaged in customer service work, the business situation information is, for example, information capable of determining the presence or absence of customers and whether the employee is in the process of serving customers. In this embodiment, a customer includes not only a customer to be dealt with face-to-face but also a customer to be dealt with by phone or online. The business situation information includes image data obtained by photographing the workplace of an employee during business hours with a camera, voice data recorded during business hours, or signal data obtained from a sensor such as a motion sensor. Cameras and sensors for acquiring the business situation information are mounted, for example, in the workplace or on wearable devices worn by employees. Also, the business situation information includes information regarding the presence or absence of use of an employee terminal 200 such as a PC (personal computer) or smartphone used in the business or the presence or absence of use of a phone. Information regarding the presence or absence of these operations and uses may be acquired based on the above-described image data and signal data, or may be acquired from a system that manages the employee terminal 200 and the phone. The situation information acquisition unit 101 acquires the business situation information at a predetermined timing (for example, every few minutes).

[0020] Also, as another example of the business situation information, it includes information indicating the busy situation of the business under the same situation as in the past, such as on the same day of the week, the same time zone, or the same weather in the past. As another example of the same situation as in the past, for example, there has been a similar event held in the past, and it is a situation that is likely to affect the business situation of employees in the same way as during the past event. Information indicating the busy situation of the business in different past situations is stored in advance in the storage device 505. The situation information acquisition unit 101 outputs the acquired business situation information to the free time detection unit 102.

[0021] The free time detection unit 102 is a means for detecting the free time of an employee based on the work situation information. When image data captured by a camera or signal data obtained from a sensor is input as work situation information from the situation information acquisition unit 101, the free time detection unit 102 analyzes these signal data to detect whether the employee has free time. For example, based on the image data of an employee during work, the free time detection unit 102 detects that it is free time when the employee has not worked, operated equipment, moved, or had a conversation for a certain period of time (e.g., 15 minutes) or more. For an employee engaged in customer service, when not serving customers for a certain period of time, for example, when not within a certain distance from a customer for a certain period of time or when a customer does not appear in the image data for a certain period of time, it is detected as free time. Regarding online customer service such as by phone or the Internet, for example, when not on the phone or in an online conversation with a customer, or when there is no incoming call via phone or the Internet for a certain period of time (e.g., 15 minutes), it is detected as free time.

[0022] In addition, the free time detection unit 102 may detect the time period when an employee has free time based on the work situation information under the same past situation. In this case, the free time detection unit 102 not only detects the timing of free time but also estimates the length of 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 time, it is detected that the same time period is a time period when there is free time, and the length of free time is estimated to be 1 hour. The work situation information under the same past situation is stored, for example, in the storage device 505. When the free time detection unit 102 detects that the employee targeted for content distribution has free time or the time period when free time will occur and estimates the length of free time, it outputs the information to the content distribution control unit 103.

[0023] The content distribution control unit 103 is a means for distributing content when a free time is detected by the free time detection unit 102. "When a free time is detected" means the timing at which a free time is detected. The content distribution control unit 103 may distribute content after a predetermined time (several seconds to several minutes) has elapsed since the free time was detected. When information indicating that an employee who is the target of content distribution has a free time is input from the free time detection unit 102 to the content distribution control unit 103, the content is distributed to the employee terminal 200 such as the employee's PC or smartphone via a network, for example. The content distributed by the content distribution control unit 103 is stored in the storage device 505 and is, for example, content related to the employee's work content. The form of the content includes video, image, audio, or a message. Specific examples of the content include educational content for employees, content related to how to use equipment necessary for work, and how to proceed with work, etc. For employees engaged in work that provides products or services to customers, content related to new products or new services is also included, for example. Also, as the content distributed by the content distribution control unit 103, it may be content that is not directly related to work but leads to the smooth progress of work. Such content may be, for example, video or music distributed for the purpose of reducing the stress of employees.

[0024] Figures 3 and 4 are examples of screens displaying the content distributed by the content distribution control unit 103 on the employee terminal 200. The examples of the screens in Figures 3 and 4 are examples showing new product information as content. As shown in Figure 3, for example, the content is displayed on the screen together with the information necessary for work. In the example of Figure 3, as an example of the information necessary for work, the work daily report A and the new product information B, which is the content distributed by the content distribution control unit 103, are displayed on the same screen. Also, as shown in Figure 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 Figure 4, together with the new product image C, the detailed information D of the product is displayed. The content distribution control unit 103 may distribute the content as shown in Figure 4, triggered by receiving the selection of the new product information B in Figure 3 from the input device 509.

[0025] The operation of the content distribution device 100 configured as described above will be described with reference to the flowchart of Figure 5.

[0026] 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 aforementioned processor.

[0027] As shown in Figure 5, first, the situation information acquisition unit 101 acquires work situation information indicating the work situation 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 the free time of the employee based on the work situation information, it outputs information indicating the detection to the content distribution control unit 103 (step S102). Note that the steps of S101 and S102 are repeatedly performed when the free time detection unit 102 acquires the work situation information of one or more preset employees. Finally, the content distribution control unit 103 distributes the content stored in the storage device 505 to the employee terminal 200 (step S103). With the above, the content distribution device 100 ends the content distribution operation.

[0028] In the content distribution device 100 according to the above-described embodiment, when the free time detection unit 102 detects that it is the free time of an employee, the content distribution control unit 103 distributes the content to the employee terminal. As a result, the employee can view the content distributed without any operation when free time occurs. Therefore, it becomes possible for the employee to easily improve skills by using the free time.

[0029] [Modification Example of the First Embodiment] The display method of the content distributed by the content distribution control unit 103 in the first embodiment is not limited to the examples in FIGS. 3 and 4 as long as the employee can check the content. When the free time detection unit 102 estimates the length of the free time, the content distribution control unit 103 may distribute content according to the length of the free time. FIG. 6 shows another example of a screen displaying the content distributed by the content distribution control unit 103. When the free time detected by the free time detection unit 102 is short (for example, a few minutes), as shown in FIG. 6, the content distribution control unit 103 may distribute a message as a telop. In this case, for example, the employee can grasp the information necessary for the work in a short time. On the other hand, when the free time detected by the free time detection unit 102 is long (for example, several tens of minutes), content with a long playback time may be distributed.

[0030] [Second Embodiment] Next, a second embodiment of the present disclosure will be described in detail with reference to the drawings. In the second embodiment, it will be described assuming that the employee is an employee engaged in customer service work. However, this embodiment can also be applied to employees other than those in customer service work. The customer service work in this embodiment is a concept that includes not only the mode of dealing with customers face-to-face but also dealing with customers by phone or online. Hereinafter, the description of the content overlapping with the above description will be omitted as long as the description of this embodiment is not made unclear. Each component in each embodiment of the present disclosure can be realized not only by hardware in the same manner as the computer device shown in FIG. 2, but also by a computer device based on program control or firmware.

[0031] FIG. 7 is a block diagram showing the configuration of the content distribution device 110 according to the second embodiment of the present disclosure. Referring to FIG. 7, the content distribution device 110 according to the second embodiment will be described centering 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, a free 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 is different from the first embodiment in that it includes at least a situation estimation unit 113 and a content selection unit 114. Also, the situation information acquisition unit 111 is different from the first embodiment in that, in addition to the business situation information indicating the business situation of the employee, it further acquires employee situation information indicating the situation of the employee during work. Note that since the free time detection unit 112 in the second embodiment has basically the same configuration and function as the free time detection unit 102 in the first embodiment, the description thereof will be omitted here.

[0032] The situation information acquisition unit 111 further acquires employee status information indicating the status of an employee during work, in addition to the work status information indicating the work status of the employee. The employee status information includes, for example, information that can estimate the emotions of the employee during work, the stress level of the employee, or the situation in which the employee is placed. Information that can estimate the emotions of the employee is, for example, information indicating the previous work status of the employee. An example of information indicating the previous work status is, in the case of customer service work, correspondence information with customers such as handling customer complaints or being thanked by customers. Information that can estimate the stress level of the employee is biometric information such as the employee's heart rate and blood pressure that can measure the stress level. Such information includes image data obtained by photographing the workplace of the employee during work with a camera, voice data recorded during work, or signal data obtained from sensors such as motion sensors and heart rate sensors. Cameras and sensors for acquiring employee status information are installed, for example, in the workplace or in wearable devices worn by employees.

[0033] Also, information that can estimate the situation in which the employee is placed is, for example, event information occurring in the surroundings of the employee or in the work. Examples of such event information include, for the employee engaged in the work of providing products or services to customers, the release of new products or new services. The situation information acquisition unit 111 acquires such event information, for example, by receiving information input from the input device 509. When the situation information acquisition unit 111 acquires the employee status information, it outputs it to the situation estimation unit 113.

[0034] The situation estimation unit 113 is a means for estimating the situation of an employee based on the employee situation information acquired by the situation information acquisition unit 111. When the free time detection unit 112 detects free time, the situation estimation unit 113 estimates the situation of the employee based on the employee situation information input from the situation information acquisition unit 111. The situation of an employee is, for example, the emotion of the employee, the stress level, or the situation in which the employee is placed. The emotion of an employee indicates, for example, the ebb and flow state of the employee's emotion or mood, such as being heightened or depressed. The stress level indicates, for example, the state of whether the employee is feeling stress. The situation in which the employee is placed is, for example, the influence on the employee caused by the events occurring around the employee or in the work.

[0035] The situation estimation unit 113 estimates the emotion of the employee using a known method. Specifically, when information indicating that the employee has just handled a customer complaint is input from the situation information acquisition unit 111, the situation estimation unit 113 estimates that the emotion of the employee is depressed. Also, when information indicating that the employee has just been thanked by a customer is input from the situation information acquisition unit 111, the situation estimation unit 113 estimates that the emotion of the employee is heightened. When biometric information such as the employee's heart rate and blood pressure is input from the situation information acquisition unit 111, the situation estimation unit 113 estimates the presence or absence of stress of the employee. When information regarding events occurring around the employee or in the work is input from the situation information acquisition unit 111, the situation estimation unit 113 estimates, for example, the influence on the employee. Specifically, when information regarding the release of a new product is input as event information from the situation information acquisition unit 111, the situation estimation unit 113 estimates that knowledge of the new product is required for the employee. The situation estimation unit 113 outputs the result of estimating the situation of the employee in this way to the content selection unit 114.

[0036] The content selection unit 114 is a means for selecting the content to be distributed to the employee based on the employee situation information. When the result of estimating the employee situation is input from the situation estimation unit 113, the content selection unit 114 selects the content to be distributed to the employee.

[0037] The content selection unit 114 selects the content to be distributed to the employee according to the emotion of the employee estimated by the situation estimation unit 113. For example, when information indicating that the emotion of the employee is depressed is input from the situation estimation unit 113, the content selection unit 114 selects, as the content to be distributed to the employee, content including the appearance of the employee during customer service that has been highly evaluated by the employee himself / herself. When information indicating that the employee is feeling stressed is input from the situation estimation unit 113, the content selection unit 114 selects, as the content to be distributed to the employee, content such as a video of nature taken to relieve stress. When estimation information indicating that the employee needs knowledge of new products is input from the situation estimation unit 113, the content selection unit 114 selects, as the content to be distributed to the employee, content related to the new products. The content selection unit 114 outputs information about the selected content to the content distribution control unit 115.

[0038] The content selection unit 114 may accept the content to be distributed by an operation by the employee. In that case, the content selection unit 114 distributes an operation screen so that the employee can select the content to be distributed by the operation. FIG. 8 is an example of a screen for allowing the employee to select the content that the content selection unit 114 distributes to the employee terminal 210. As shown in FIG. 8, as options for the content to be distributed, customer service skills, new product information, and evaluations from customers are displayed. The content related to customer service skills is, for example, advice for improving customer service skills and content about precautions during customer service. The evaluation from customers is the feedback on customer service from the customers served by the employee. The content selection unit 114 outputs information about the content selected by the operation from the input device 509 to the content distribution control unit 115.

[0039] The content distribution control unit 115 distributes the content selected by the content selection unit 114 to the employee terminal 210. When the information of the content selected by the content selection unit 114 is input, the content distribution control unit 115 distributes the corresponding content stored in the storage device 505 to the employee terminal 210.

[0040] 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 the program control by the CPU described above.

[0041] As shown in FIG. 9, first, the situation information acquisition unit 111 acquires the business situation information and the employee situation information, and outputs the business situation information to the free time detection unit 112 and the employee situation information to the situation estimation unit 113 respectively. (Step S201). Next, when the free time detection unit 112 detects that it is the free time of the employee based on the business situation information, the free time detection unit 112 outputs information indicating the detection to the situation estimation unit 113 (Step S202). Next, the situation estimation unit 113 estimates the situation of the employee during work based on the employee situation information acquired by the situation information acquisition unit 111. The situation estimation unit 113 outputs information regarding the estimated situation of the employee to the content selection unit 114 (Step S203). Next, the content selection unit 114 selects the content to be distributed to the employee based on the estimated employee situation, 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). Thus, the content distribution device 110 ends the content distribution operation.

[0042] In the content distribution device 110 in the above-described second embodiment, the content selection unit 114 selects content to be distributed to employees based on employee status information indicating the status of employees. Therefore, it is possible to distribute content suitable for the status of employees. In particular, in the second embodiment, the status estimation unit 113 estimates the status of employees 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 employees based on the status of employees estimated by the status estimation unit 113. For this reason, it is possible to distribute content more suitable for the status of employees.

[0043] [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 well, it is assumed that the employee is an employee engaged in customer service work, similar to the second embodiment. Hereinafter, the description of the content overlapping with the above description will be omitted as long as the description of this embodiment is not unclear. Each component in each embodiment of the present disclosure can be realized not only by hardware for its function, similar to the computer device shown in FIG. 2, but also by a computer device based on program control and firmware.

[0044] FIG. 10 is a block diagram showing the configuration of a content distribution device 120 according to the second embodiment of the present disclosure. Referring to FIG. 10, the content distribution device 120 according to the third embodiment will be described, centering on the parts different from the content distribution device 110 according to the second embodiment. The content distribution device 120 according to the third embodiment includes a status information acquisition unit 121, a free 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 is different from the second embodiment in that it includes at least a customer service evaluation unit 123 instead of the status estimation unit 113 in the second embodiment. Since the configuration of the free time detection unit 122 in the third embodiment is basically the same as that of the free time detection units in the first and second embodiments in terms of configuration and function, the description thereof will be omitted here.

[0045] The situation information acquisition unit 121 acquires customer service situation information indicating the customer service situation of employees during work as employee situation information, and outputs it to the customer service evaluation unit 123. The customer service situation information refers to information indicating the state of customer service of employees engaged in customer service. The customer service situation information includes image data obtained by photographing employees and customers during customer service with a camera or voice data recorded with a microphone during customer service. Cameras and microphones for acquiring customer service situation information are installed, for example, at customer service locations or on wearable devices worn by employees. The situation information acquisition unit 121 outputs the acquired customer service situation information to the customer service evaluation unit 123.

[0046] The customer service evaluation unit 123 is a means for evaluating the customer service of employees 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 image data or voice data during customer service is input by the situation information acquisition unit 121, the customer service evaluation unit 123 analyzes the reaction, diction, and tone of voice of the customer, who is the customer service recipient, to estimate the evaluation of the customer service. Specifically, when the customer's diction is polite or the tone of voice is bright, the customer service evaluation unit 123 highly evaluates the customer service. On the other hand, when the customer's diction is rough or the tone of voice is dull, the customer service evaluation unit 123 lowly evaluates the customer service. However, these methods of evaluating customer service are merely examples and are not limited to these methods. Also, the evaluation of customer service may be performed by dividing the process of customer service into multiple parts, such as hearing, product explanation, and closing, for example. The customer service evaluation unit 123 outputs the result of evaluating the customer service of the employee in this way to the content selection unit 124.

[0047] The content selection unit 124 selects the content to be distributed to the employee based on the evaluation result by the customer service evaluation unit 123. When the evaluation result for the customer is input from the customer service evaluation unit 123, the content selection unit 124 selects the content to be distributed to the employee based on the evaluation result. For example, if the evaluation of the hearing in the process of customer service, such as hearing, product explanation, and close, is low, the content selection unit 124 selects, as the content, for example, a video or audio showing the customer service situation information of other employees with high evaluations. When the evaluation of the employee's product explanation is low, the content selection unit 124 selects the content that serves as a model for the product explanation or the content related to frequently asked questions about the product. The content selection unit 124 outputs the information of the content thus selected to the content distribution control unit 125.

[0048] The content distribution control unit 125 distributes the content selected by the content selection unit 124 to the employee terminal 220. When the information of the content selected by the content selection unit 124 is input, the content distribution control unit 125 distributes the corresponding content stored in the storage device 505 to the employee terminal 220.

[0049] 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 the program control by the CPU described above.

[0050] As shown in FIG. 11, first, the situation information acquisition unit 121 acquires business situation information and customer service situation information, and outputs the business situation information to the free time detection unit 122 and the employee situation information to the customer service evaluation unit 123 respectively. (Step S301). Next, when the free time detection unit 122 detects that it is the free time of the employee based on the business situation 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 customers based on the customer service situation information acquired by the situation information acquisition unit 121. The customer service evaluation unit 123 outputs the evaluation result of the customer service by the employee to the content selection unit 124 (Step S303). Next, the content selection unit 124 selects the content to be distributed to the employee based on the evaluation result of the employee's customer service, and outputs information regarding 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). Thus, the content distribution device 120 ends the content distribution operation.

[0051] In the content distribution device 120 in the third embodiment described above, the content to be distributed to the employee is selected based on the evaluation result of the employee's customer service by the customer service evaluation unit 123. Therefore, content corresponding to the customer service skills of the employee can be distributed.

[0052] [Modification Example of the Third Embodiment] In the third embodiment, the customer service evaluation unit 123 evaluated 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 in-service customer service based on the customer's reaction to the employee's customer service instead of, or together with, the customer service status information. The customer's reaction includes the customer's evaluation information regarding the employee's customer service 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 for the customer service received by an automatic 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 after the customer service (for example, within 30 minutes). If the customer's reaction to the customer service is good, the customer service evaluation unit 123 highly evaluates the customer service. On the other hand, if the customer's reaction to the customer service is bad, the customer service evaluation unit 123 lowly evaluates the customer service. Since the configurations other than the customer service evaluation unit 123 are the same as those in the third embodiment, the description thereof is omitted here.

[0053] Also, the third embodiment can be configured in combination with the second embodiment. That is, in the third embodiment, both the situation estimation unit 113 and the customer service evaluation unit 123 may be provided. In this case, for example, when the situation estimation unit 113 estimates that the employee is depressed, the content distribution control unit 125 may distribute content for soothing the emotion to the employee terminal 220. On the other hand, when the situation estimation unit 113 estimates that the emotion is normal, content corresponding to the customer service evaluation is distributed. Thereby, when the employee's emotion is not calm, it is possible to encourage the emotion to calm down, and when the emotion is calm, it is possible to encourage the employee to reflect on his / her own customer service evaluation.

[0054] As described above, the present invention has been described with reference to each embodiment, but the present invention is not limited to the above embodiments. Various changes that can be understood by those skilled in the art can be made to the configuration and details of the present invention within the scope of the present invention.

[0055] For example, although a plurality of operations are described in order in the form of a flowchart, the order of the description does not limit the order in which the plurality of operations are executed. Therefore, when implementing each embodiment, the order of the plurality of operations can be changed as long as it does not interfere with the content. Also, in the first embodiment, it is assumed that the free time detection unit 102 detects free time when an employee has not been working for a certain period of time or more (for example, 15 minutes). However, the certain period of time referred to here is not limited to 15 minutes. It is not limited to this as long as it is possible to detect free time suitable for delivering content according to the job type and work content of the employee. Also, the content of the content to be delivered by the content delivery control unit may be changed according to the length of the free time. For example, the content delivery control unit may deliver content with a long playback time if the free time is long, and content with a short playback time if the free time is short.

[0056] Some or all of the above embodiments can be described as follows in the appended claims, but are not limited to the following.

[0057] (Appended Claim 1) Situation information acquisition means for acquiring business situation information indicating the business situation of an employee, Free time detection means for detecting that the time is free time for the employee based on the business situation information acquired by the situation information acquisition means, Content delivery control means for delivering content to the employee when the free time is detected by the free time detection means, A content delivery device comprising:

[0058] (Appended Claim 2) The content delivery device according to Appended Claim 1, wherein the free time detection means detects that the time is free time when the employee has not been working for a certain period of time or more.

[0059] (Appended Claim 3) The content delivery device according to Appended Claim 1, wherein the free time detection means detects a time zone when free time occurs based on business situation information in the same situation in the past.

[0060] (Appendix 4) The free time detection means estimates the length of the free time when detecting a time zone that becomes the free time, and the content distribution device according to Appendix 3.

[0061] (Appendix 5) The situation information acquisition means further acquires employee situation information indicating the situation of the employee during work, and further includes content selection means for selecting content to be distributed to the employee based on the employee situation information, The content distribution control means distributes the content selected by the content selection means, and the content distribution device according to any one of Appendices 1 to 4.

[0062] (Appendix 6) It further includes situation estimation means for estimating the situation of the employee based on the employee situation information acquired by the situation information acquisition means, The content selection means selects content to be distributed to the employee based on the situation of the employee estimated by the situation estimation means, and the content distribution device according to Appendix 5.

[0063] (Appendix 7) When it is estimated by the situation estimation means that the employee is depressed, The content selection means selects content including information during customer service that is highly evaluated by the employee, and the content distribution device according to Appendix 6.

[0064] (Appendix 8) It further includes customer service evaluation means for evaluating the customer service of the employee during work, The content selection means selects content to be distributed to the employee based on the evaluation result by the customer service evaluation means, and the content distribution device according to Appendix 5.

[0065] (Appendix 9) The customer service evaluation means is the content distribution apparatus according to Supplementary Note 8 that evaluates the customer service during the business based on customer service status information indicating the customer service situation of the employee or the customer's reaction to the employee's customer service.

[0066] (Supplementary Note 10) Obtain business status information indicating the status of an employee's business, Detect that it is the free time of the employee based on the business status information, A content distribution method for distributing content to the employee when the free time is detected.

[0067] (Supplementary Note 11) Obtain business status information indicating the status of an employee's business, Detect that it is the free time of the employee based on the business status information, A program that causes a computer to distribute content to the employee when the free time is detected.

Explanation of Reference Numerals

[0068] 100, 110, 120 Content distribution apparatus 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

1. A status information acquisition means for acquiring business 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 that it is free time of the employee based on the business status information acquired by the status information acquisition means; A content selection means for selecting content to be distributed 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:

2. The content distribution device according to claim 1, wherein the free time detection means detects that it is free time when the employee has not worked for a certain period of time or more.

3. The content distribution device according to claim 1, wherein the free time detection means detects a time zone when it becomes free time based on business status information in the same situation in the past.

4. The free time detection means estimates the length of free time based on business status information in the same situation in the past. The content distribution device according to claim 3, wherein the content distribution control means distributes content according to the length of free time.

5. Further comprising a status estimation means for estimating the status of the employee based on the employee status information acquired by the status information acquisition means; The content distribution device according to claim 1, wherein the content selection means selects content to be distributed to the employee based on the status of the employee estimated by the status estimation means.

6. When it is estimated by the status estimation means that the employee is depressed; The content distribution device according to claim 5, wherein the content selection means selects content including information at the time of customer service when the employee is evaluated highly.

7. Further comprising a customer service evaluation means for evaluating the employee's customer service during the work; The content distribution device according to claim 1, wherein the content selection means selects content to be distributed to the employee based on the evaluation result by the customer service evaluation means.

8. The content distribution 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 status of the employee's customer service or the customer's reaction to the employee's customer service.

9. Obtain work status information indicating the work status of an employee and employee status information indicating the status of the employee during work, Detect that it is the free time of the employee based on the work status information, Select the content to be distributed to the employee based on the employee status information, A content distribution method for distributing the selected content to the employee when the free time is detected.

10. Obtain work status information indicating the work status of an employee and employee status information indicating the status of the employee during work, Detect that it is the free time of the employee based on the work status information, Select the content to be distributed to the employee based on the employee status information, A program that causes a computer to execute distributing the selected content to the employee when the free time is detected.

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