Service provision device

Abstract

A first reception unit receives a complaint about or request for a service from a first user. A classification unit classifies complaints or requests, thereby outputting one or more items related to service improvement. For some or all of the one or more items, a second reception unit receives, from a second user, a vote for determining the necessity for improvement. A calculation unit multiplies the vote by a coefficient corresponding to points possessed by each second user, and calculates a received vote score for each of the one or more items. A presentation unit presents the received vote score for each of the one or more items to a manager of the service and / or a user using the service. A grant unit grants a point to the first user when a policy for improvement is executed for one or more items corresponding to the complaint or request received from the first user.

Description

Service providing device

[0001] The present invention relates to a service providing device.

[0002] Conventionally, technologies have been developed that collect user complaints or requests and present solutions to those complaints or requests. For example, a data processing device disclosed in Patent Document 1 below automatically extracts solutions from a comment by using a part-of-speech analysis or the like when a user posts a comment denying a problem or complaint, and presents the solutions to the user who posted the problem or complaint.

[0003] JP 2011-48524 A

[0004] One example of dissatisfaction or requests that users have is dissatisfaction or requests about the services they use. Generally, measures to address dissatisfaction or requests about the service, in other words, measures to improve the service, are implemented in one direction from the service administrator to the users. This means that users are unable to actively participate in improving the service.

[0005] An object of the present invention is to make it easier for users to participate in improving services.

[0006] A service providing device according to one aspect of the present invention includes a first reception unit that receives complaints or requests regarding a service from a first user; a classification unit that outputs one or more items related to improving the service by classifying the complaints or requests received by the first reception unit; a second reception unit that receives votes from a second user to determine whether or not improvement is necessary for some or all of the one or more items; a calculation unit that multiplies the votes by a coefficient corresponding to the points held by the second user to calculate a vote score for each of the one or more items; a presentation unit that presents the vote score for each of the one or more items calculated by the calculation unit to at least one of an administrator of the service or a user who uses the service; and an awarding unit that awards the points to the first user when improvement measures are implemented for one or more items corresponding to the complaints or requests received from the first user.

[0007] According to one aspect of the present invention, it is possible to make it easier for users to participate in improving services.

[0008] FIG. 1 is a block diagram showing the configuration of a system 1 according to an embodiment. FIG. 2 is a block diagram showing the configuration of a user terminal 20. FIG. 3 is a block diagram showing the configuration of a server 10. FIG. 4 is a diagram schematically showing a dissatisfaction room installed in a virtual space VS. FIG. 5 is a flowchart showing the operation of a processing device 103. FIG. 6 is a block diagram showing the configuration of a server 10 according to a first modified example. FIG. 7 is a block diagram showing the configuration of a server 10 according to a second modified example.

[0009] A. First Embodiment A-1. System Configuration Fig. 1 is a block diagram showing the configuration of a system 1 according to an embodiment. The system 1 includes a server 10 and multiple user terminals 20-1 to 20-N (N is a natural number greater than or equal to 2). The server 10 and the user terminals 20-1 to 20-N are connected via a network NET.

[0010] User terminal 20-1 is owned by user U-1. Similarly, user terminal 20-k is owned by user U-k (k is a natural number from 2 to N). Hereinafter, when there is no need to distinguish between multiple user terminals 20-1 to 20-N, they will simply be referred to as "user terminal 20." Furthermore, when there is no need to distinguish between multiple users U-1-1 to U-N, they will simply be referred to as "user U."

[0011] The system 1 displays a virtual space VS (see FIG. 4, etc.) on the user terminal 20, allowing the user U to have a variety of experiences in the virtual space VS. The user U acts as an avatar A in the virtual space VS. The avatar A corresponding to the user U-1 is referred to as avatar A-1. Similarly, the avatar A corresponding to the user U-k is referred to as avatar A-k. When there is no need to distinguish between the multiple avatars A-1 to A-N, they are simply referred to as "avatar A."

[0012] For example, an image of the virtual space VS (hereinafter referred to as the "virtual space image") displayed on the user terminal 20-1 shows the field of view of an avatar A-1 corresponding to the user U-1. The viewpoint of the virtual space image may be positioned near the avatar A-1 so that the avatar A-1 appears in the virtual space image. By operating the avatar A-1 using the user terminal 20-1, the user U-1 can move within the virtual space VS and communicate, including converse, with other users U-k.

[0013] The server 10 is an example of a service providing device that provides a service. In this embodiment, the service is a virtual space access service that provides access to the virtual space VS using the user terminals 20-1 to 20-N.

[0014] The server 10 manages the virtual space VS. More specifically, the server 10 manages virtual space data VD (see FIG. 3 ) for displaying the virtual space VS on the user terminals 20. The server 10 also generates display data for displaying a virtual space image on each user terminal 20 based on the virtual space data VD and transmits the display data to each user terminal 20.

[0015] The user terminal 20 is, for example, an information processing terminal such as a smartphone, a tablet terminal, a personal computer, or a head-mounted display.

[0016] A-2. User Terminal 20 Fig. 2 is a block diagram showing the configuration of the user terminal 20. The user terminal 20 includes a communication device 201, an input device 202, a display device 203, a microphone 204, a speaker 205, an imaging device 206, a storage device 207, a processing device 208, and a bus 220 that interconnects these devices.

[0017] The communication device 201 communicates with the server 10 using wireless or wired communication. In this embodiment, the communication device 201 has an interface connectable to the network NET, and communicates with the communication device 101 (see FIG. 3) of the server 10 via the network NET.

[0018] The input device 202 is an input device (for example, a keyboard, a mouse, a switch, a button, or a sensor) that accepts input from the outside. The display device 203 is a display device (for example, various display panels such as a liquid crystal display panel or an organic EL display panel) that displays information to the outside. The display device 203 and the input device 202 may also be integrated into one device (for example, a touch panel).

[0019] In addition, if the user terminal 20 is a head-mounted display, a projection device that projects an image onto lenses placed in front of both eyes of the user U is provided instead of the display device 203.

[0020] The microphone 204 collects sounds generated around the user terminal 20 and outputs them as audio data. In this embodiment, the sounds collected by the microphone 204 are mainly the speech of the user U. The speaker 205 outputs sounds that can be heard around the user terminal 20 based on the input audio data. In this embodiment, the sounds output by the speaker 205 are mainly the speech of other users U.

[0021] The imaging device 206 generates an image (hereinafter referred to as a "user image") of the user U. When the user terminal 20 is a smartphone, a tablet terminal, or a personal computer, the imaging device 206 is, for example, an in-camera whose imaging direction faces the user U. When the user terminal 20 is, for example, a head-mounted display, the imaging device 206 is, for example, a camera for detecting a line of sight.

[0022] The storage device 207 is a recording medium readable by the processing device 208. The storage device 207 includes, for example, a nonvolatile memory and a volatile memory. The nonvolatile memory is, for example, a read-only memory (ROM), an erasable programmable read-only memory (EPROM), and an electrically erasable programmable read-only memory (EEPROM). The volatile memory is, for example, a random access memory (RAM). The storage device 207 stores a program PG2. The program PG2 is a program for operating the user terminal 20.

[0023] The processing unit 208 includes one or more central processing units (CPUs). The one or more CPUs are examples of one or more processors. Each of the processors and CPUs is an example of a computer.

[0024] The processing device 208 reads the program PG2 from the storage device 207. By executing the program PG2, the processing device 208 functions as an input control unit 211 and an output control unit 212. At least some of these functions may be configured by circuits such as a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), a PLD (Programmable Logic Device), and an FPGA (Field Programmable Gate Array).

[0025] The input control unit 211 transmits input information input from the input device 202 to the server 10. The input information is, for example, information indicating the movement direction of the avatar A in the virtual space VS, the speech of the user U, or a captured image of the user U.

[0026] The output control unit 212 outputs the output information transmitted from the server 10 from the display device 203. The output information is, for example, a virtual space image or the speech of another user U.

[0027] A-3 Server 10 Fig. 3 is a block diagram showing the configuration of the server 10. The server 10 comprises a communication device 101, a storage device 102, a processing device 103, and a bus 150 that interconnects these devices.

[0028] The communication device 101 communicates with the user terminal 20 using wireless or wired communication. In this embodiment, the communication device 101 has an interface connectable to the network NET, and communicates with a communication device 201 (see FIG. 2 ) of the user terminal 20 via the network NET.

[0029] The storage device 102 is a recording medium readable by the processing device 103. The storage device 102 includes, for example, a nonvolatile memory and a volatile memory. The nonvolatile memory is, for example, a ROM, an EPROM, and an EEPROM. The volatile memory is, for example, a RAM. The storage device 102 stores a program PG1 and virtual space data VD.

[0030] The program PG1 is a program for operating the server 10. The virtual space data VD is data for displaying the virtual space VS on the user terminal 20. The virtual space data VD includes, for example, information indicating the shape and appearance of objects placed in the virtual space VS, information indicating the position of the objects, information indicating the shape and appearance of the avatar A corresponding to the user U, and the like.

[0031] The processing unit 103 includes one or more CPUs. The one or more CPUs are examples of one or more processors. Each of the processors and CPUs is an example of a computer.

[0032] The processing device 103 reads the program PG1 from the storage device 102. By executing the program PG1, the processing device 103 functions as a service improvement unit 110, an avatar control unit 120, a virtual space control unit 130, and a transmission data generation unit 140. The service improvement unit 110 also includes a first reception unit 111, a classification unit 112, a second reception unit 113, a calculation unit 114, a presentation unit 115, and an assignment unit 116. At least some of these functions may be configured using circuits such as a DSP, an ASIC, a PLD, and an FPGA.

[0033] A-4. Details of the Processing Device 103 Next, the service improvement unit 110 (first reception unit 111, classification unit 112, second reception unit 113, calculation unit 114, presentation unit 115, and assignment unit 116), avatar control unit 120, virtual space control unit 130, and transmission data generation unit 140 realized by the processing device 103 will be described.

[0034] The service improvement unit 110 improves the virtual space access service based on the complaints or requests of users U-1 to UN who use the service. Details of the service improvement unit 110 will be described later.

[0035] The avatar control unit 120 controls the behavior of avatar A in the virtual space VS. For example, taking the user terminal 20-1 as an example, the avatar control unit 120 determines the position of avatar A-1 in the virtual space VS based on information transmitted from the user terminal 20-1 indicating the direction of movement of avatar A-1 in the virtual space VS. The avatar control unit 120 also determines the facial expression of avatar A-1 based on the captured image (user U-1's facial expression) transmitted from the user terminal 20-1. The avatar control unit 120 also controls the speech of avatar A-1 based on the speech of user U-1 transmitted from the user terminal 20-1. The speech of avatar A-1 is basically the speech of user U-1 itself, but the speech data may also be processed using a voice changer, for example. The avatar control unit 120 also determines the mouth movement of avatar A-1 based on the speech of user U-1 transmitted from the user terminal 20-1.

[0036] The virtual space control unit 130 controls the virtual space VS. Controlling the virtual space VS includes reflecting the behavior of avatar A determined by the avatar control unit 120 in the virtual space data VD. Controlling the virtual space VS also includes reflecting changes in the virtual space VS caused by, for example, the behavior of avatar A in the virtual space data VD.

[0037] The transmission data generation unit 140 generates transmission data to be transmitted to the user terminals 20-1 to 20-N. The transmission data is generated individually for each of the user terminals 20-1 to 20-N and transmitted to each of the user terminals 20-1 to 20-N. The virtual space data VD mainly includes image data and audio data. The image data is data for displaying a virtual space image on the display device 203 of the user terminal 20. The audio data is data for outputting sound in the virtual space VS from the speaker 205 of the user terminal 20.

[0038] Next, the service improvement unit 110 will be described in detail. The first reception unit 111 receives complaints or requests (hereinafter referred to as "complaints, etc.") about the virtual space access service from user U-1. User U-1 is an example of a first user. In other words, the first reception unit 111 receives complaints, etc. about the virtual space access service from at least one user U among multiple users U-1 to U-N. The first reception unit 111 may receive complaints, etc. that user U-1 consciously sends, or may receive complaints, etc. that user U-1 unconsciously sends.

[0039] An example of a method in which user U-1 intentionally expresses dissatisfaction is by posting on a bulletin board or chatbot. These bulletin boards or chatbots may be set up by the operator of the virtual space access service to improve the service. Alternatively, dissatisfaction with the virtual space access service may be extracted from posts on a general bulletin board.

[0040] Another example of a method in which user U-1 intentionally expresses dissatisfaction is a "dissatisfaction room." The dissatisfaction room is set up in a virtual space VS. In the dissatisfaction room, user U-1 throws a first virtual object OB1 corresponding to the user's dissatisfaction at a second virtual object OB2 set up in the dissatisfaction room.

[0041] FIG. 4 is a schematic diagram illustrating a complaints room installed in a virtual space VS. FIG. 4 illustrates an example in which an avatar A-1 corresponding to a user U-1 visits the complaints room. When the user U-1 speaks while the avatar A-1 is visiting the complaints room, a first virtual object OB1 is generated based on the utterance. The content of the utterance may be, for example, dissatisfaction with the virtual space access service. The first virtual object OB1 may be generated by inputting text rather than by the user U-1 speaking. For example, the first virtual object OB1 may have text displayed on its surface indicating the content of the utterance. Alternatively, the content of the utterance may be output as audio when an action such as hitting the first virtual object OB1 is performed. In the example of FIG. 4, the first virtual object OB1 is cloud-shaped.

[0042] A second virtual object OB2 is placed in the dissatisfaction room. In the example of Fig. 4, the second virtual object OB2 is a rock. The second virtual object OB2 may be fixed in position within the dissatisfaction room, or may be movable.

[0043] The user U-1 (avatar A-1) throws the first virtual object OB1 at the second virtual object OB2. When the first virtual object OB1 hits the second virtual object OB2, a change occurs in the first virtual object OB1. As an example, the first virtual object OB1 may be scattered and disappear. The change in the first virtual object OB1 may be, for example, the first virtual object OB1 becoming smaller or burning up. Furthermore, if the user U-1's complaint is about something new that has never been expressed before, for example, an effect may be implemented in which the appearance of the second virtual object OB2 hit by the first virtual object OB1 changes.

[0044] By generating a first virtual object OB1 that represents dissatisfaction or the like and throwing it, the user U-1 can express their dissatisfaction or the like to others without having to keep it to themselves. Furthermore, by changing the first virtual object OB1 by throwing it, it is expected that the psychological burden of the user U-1 regarding dissatisfaction or the like will be reduced.

[0045] The first reception unit 111 receives, in the complaint room, the content of an utterance made by the user U-1 as the first virtual object OB1 as a complaint, etc. That is, the first reception unit 111 receives the complaint, etc. based on an operation on the first virtual object OB1 corresponding to the complaint, etc., made by the user U-1 who has accessed the virtual space VS.

[0046] The method of expressing dissatisfaction in the dissatisfaction room is not limited to the above. For example, user U-1 may express dissatisfaction by destroying the first virtual object OB1 or sending the first virtual object OB1 to a location out of sight of user U-1, such as the bottom of the ocean or outer space.

[0047] Furthermore, "user U-1 unconsciously expressing dissatisfaction, etc." means, for example, that dissatisfaction with the virtual space access service is included in user U-1's monologue or conversation (chat, etc.) with another user U. The first reception unit 111 analyzes, for example, the speech of user U-1 who uses the virtual space access service, and if dissatisfaction with the virtual space access service, etc. is included, the first reception unit 111 accepts this content. Analysis of user U-1's speech is, for example, keyword detection processing or language recognition processing. Note that the speech may be text rather than audio.

[0048] Furthermore, the user U-1 unconsciously expressing dissatisfaction or the like refers to, for example, taking an action that indicates dissatisfaction or the like while using the virtual space access service. Examples of actions that indicate dissatisfaction or the like include sighing, throwing the user terminal 20 nearby, repeatedly performing aggressive emotes or actions, or making an expression that indicates anger or displeasure. The first reception unit 111 detects sighs, for example, as part of the analysis of the user U-1's speech described above. The first reception unit 111 also acquires a detection value from an acceleration sensor (not shown) provided in the user terminal 20, for example, and detects that the user U-1 has thrown the user terminal 20. The first reception unit 111 also detects repeated aggressive emotes or actions based on, for example, the user U-1's operation of the user terminal 20. The first reception unit 111 analyzes the user U-1's facial expression using, for example, a user image captured by the imaging device 206 of the user terminal 20.

[0049] Unlike statements that indicate dissatisfaction, the above-described actions that indicate dissatisfaction do not directly indicate what user U-1 is dissatisfied with. The first receiving unit 111 estimates what user U-1 is dissatisfied with, for example, based on the state of avatar A-1 when user U-1 takes an action that indicates dissatisfaction.

[0050] Furthermore, the first reception unit 111 may also receive, along with the dissatisfaction, a proposed measure to improve the dissatisfaction (hereinafter referred to as a "proposed measure"). When extracting the dissatisfaction from the utterances or posts of the user U, the first reception unit 111 detects whether a proposed measure for the dissatisfaction is included. If a proposed measure is included, the first reception unit 111 records the proposed measure in association with the dissatisfaction.

[0051] The classification unit 112 classifies the complaints and the like received by the first reception unit 111, and outputs one or more items related to improving the service. The complaints and the like received by the first reception unit 111 are what are known as "the real voices of users U." Although these complaints are expressed differently for each user U, they may contain common problems. For example, user U-1's complaint that "I can't find a community that suits me" and user U-3's complaint that "participating in a community is tiring" differ in content, but they both suggest that there may be an issue with the "algorithm that matches personal factors such as user U's preferences or personality with communities."

[0052] In addition to the one or more items, various other contents may be output, such as "processing speed of server 10," "communication speed on network NET," "design of virtual space," or "manners of user U using virtual space."

[0053] The classification unit 112 uses, for example, AI (Artificial Intelligence) to classify the complaints received from the user U and organize them into one or more items (problems). Examples of the items include "the processing speed of the server 10," "the design of the virtual space," or "the manners of the user U."

[0054] The classification unit 112 may calculate, for example, the importance of each item. The importance of each item increases, for example, as the number of users U who expressed the complaints that formed the basis of the item increases. Furthermore, the classification unit 112 may assign a higher importance to an item based on complaints expressed by a user U when he or she is with multiple people than to an item based on complaints (talking to oneself) expressed by a user U when he or she is alone.

[0055] The classification unit 112 may also acquire a proposed measure for improving each item from an AI engine such as Chat GPT. The classification unit 112 stores the proposed measure received by the first receiving unit 111 together with the complaint or the like in association with the item corresponding to the complaint.

[0056] The second receiving unit 113 receives a vote from user U-2 to determine whether or not some or all of the one or more items output by the classification unit 112 need improvement. User U-2 is an example of a second user. User U-2 is also an example of users U-1 to U-N who use the virtual space access service. User U-1 may also participate in the vote, similar to user U-2.

[0057] The second receiving unit 113 may present, for example, a list of one or more items to the user U-2. At this time, the second receiving unit 113 may present the one or more items in an order of decreasing importance calculated by the classification unit 112. Alternatively, the second receiving unit 113 may present only a predetermined number of items to the user U in order of decreasing importance, for example.

[0058] When voting, along with the item, user U-2 may be presented with, for example, a proposed measure for the item obtained by the classification unit 112 from an AI engine, or a proposed measure for the item submitted by user U-1 along with complaints, etc. Alternatively, only the item may be presented to user U-2 without a proposed measure.

[0059] The second receiving unit 113, for example, receives votes (hereinafter referred to as "improvement votes") for items that user U-2 thinks require improvement among the presented items. Alternatively, the second receiving unit 113 may receive votes (hereinafter referred to as "no improvement votes") for items that user U-2 thinks do not need improvement. Furthermore, the second receiving unit 113 may receive both improvement votes and no improvement votes.

[0060] The calculation unit 114 calculates a vote score for each of one or more items by multiplying the vote by a coefficient corresponding to the points held by user U-2. In other words, the calculation unit 114 calculates a vote score for each of one or more items by multiplying the vote by a coefficient corresponding to the points held by each of users U who participated in the vote.

[0061] In this embodiment, each of the multiple users U-1 to UN has points. These points are awarded by the awarding unit 116, which will be described later. As will be described in detail later, when a measure is taken to improve the virtual space access service, the awarding unit 116 awards points to a user (hereinafter referred to as a "proposing user") who expressed dissatisfaction or the like that prompted the measure to be taken.

[0062] The calculation unit 114 calculates the vote score by multiplying, for example, the vote of a user U who has more points by a larger coefficient. Specifically, the calculation unit 114 multiplies, for example, a vote of a user U who has 0 points by a coefficient of 1, a vote of a user U who has 1 point by a coefficient of 2, and a vote of a user U who has 2 points by a coefficient of 3. In this case, a vote of a user U who has 0 points will have a vote score of 1, and a vote of a user U who has 2 points by a vote score of 3. In general, items with larger vote scores are improved preferentially. Therefore, by calculating the vote score using a coefficient according to the user U's points, the influence of a user U who has a large number of points on the voting results will be greater.

[0063] The presentation unit 115 presents the vote score for each of the one or more items calculated by the calculation unit 114 to the administrator of the virtual space access service or at least one of the users U-1 to UN who use the virtual space access service. Generally, it is the administrator of the service who implements measures to improve the service. Therefore, in this case, the vote scores are presented only to the administrator. The administrator looks at the presented vote scores, selects the items that should be addressed as a priority, and implements measures to improve those items.

[0064] On the other hand, if the virtual space access service is operated by a DAO (Decentralized Autonomous Organization), users U-1 to U-N who use the virtual space access service also actively participate in improving the service. Therefore, in this case, vote scores are presented to users U-1 to U-N. Users U-1 to U-N look at the presented vote scores, select items that should be addressed as a priority, and implement measures to improve those items. Alternatively, the vote scores may be presented to both users U-1 to U-N and the administrator of the virtual space access service.

[0065] The granting unit 116 grants points to user U-1 when measures to improve one or more items corresponding to complaints or requests received from user U-1 are implemented. In other words, when measures to improve the virtual space access service are implemented, points are granted to the user (hereinafter sometimes referred to as the "proposing user") who expressed the complaints that prompted the measures. For example, when measures are implemented to improve the above-mentioned "algorithm for matching personal elements such as user U's preferences or personality with the community," points are granted to user U-1 who expressed complaints corresponding to the items. Similarly, points are also granted to user U-3 who expressed complaints corresponding to the items.

[0066] For each of one or more items, whether or not a measure will be implemented is determined, for example, by a service administrator. Alternatively, whether or not a measure will be implemented may be determined by at least some of the users U-1 to U-N who use the service. The content of the measure may be, for example, the content of a proposed measure for the item acquired by the classification unit 112 from an AI engine, or the content of a proposed measure for the item presented by user U-1 along with complaints, etc.

[0067] Points are awarded to the proposing user because the complaints, etc., expressed by the proposing user are more useful than other complaints, etc. By awarding points to the proposing user, the proposing user's voice in the vote is increased, and the virtual space access service can be improved more efficiently.

[0068] Furthermore, when the first receiving unit 111 receives complaints and the like from the user U-1 along with proposed measures to address the complaints and the like, the granting unit 116 may grant more points to the user U-1 than when only complaints and the like are received. For example, one point may be awarded when only complaints and the like are received, and three points may be awarded when complaints and the proposed measures are received. This motivates the user U-1 to make useful comments that are likely to lead to improvements in the service.

[0069] A-5. Operation of the processing device 103 Figure 5 is a flowchart showing the operation of the processing device 103. The processing device 103 of the server 10 functions as the first reception unit 111 and receives complaints, etc. from the user U-1 (step S11). The processing device 103 functions as the classification unit 112 and classifies the complaints, etc. received in step S11 and outputs one or more items (step S12).

[0070] The processing device 103 functions as a second receiving unit 113 and receives votes from user U-2 to determine whether or not improvement is necessary for some or all of one or more items (step S13). The processing device 103 functions as a calculation unit 114 and calculates a vote score by multiplying the votes received in step S13 by a coefficient corresponding to the points held by user U-2 (step S14). The processing device 103 functions as a presentation unit 115 and presents the vote score for each item calculated in step S114 to the service administrator or at least one of users U-1 to U-N (step S15).

[0071] The processing device 103 determines whether or not measures for improvement have been implemented for one or more items corresponding to the complaints, etc. received from user U-1 (step S16). If measures have been implemented (step S16: YES), the processing device 103 functions as the granting unit 116 and grants points to user U-1 (the proposing user) who expressed the complaints, etc. corresponding to the items for which the measures have been implemented (step S17), and ends the processing of this flowchart. On the other hand, if measures have not been implemented (step S16: NO), the processing device 103 does not grant points to user U-1 (the proposing user) and ends the processing of this flowchart.

[0072] A-6. Summary of the embodiment As described above, the server 10 according to the embodiment accepts complaints about the service from a user U-1 who uses the virtual space access service. The acceptance of complaints is performed both when the user U-1 consciously expresses complaints and when the user U-1 unconsciously expresses complaints. Therefore, the complaints of the user U-1 can be collected automatically, which reduces costs compared to accepting complaints by an operator, for example. Furthermore, by accepting complaints unconsciously expressed by the user U-1, the opinions of the user U-1 can also be accepted, for example, even when the user U-1 does not voluntarily express complaints. Therefore, the opinions of various users U can be reflected in the service.

[0073] The server 10 also accepts votes from the user U-2 for one or more items output by classifying the complaints, etc. By voting for an item that is the source of the user U-2's complaints, the user U-2 can feel that he or she is participating in improving the service. This gives the user U-2 a positive mindset that he or she can proactively improve the service rather than just passively using it.

[0074] The server 10 also multiplies the vote by a coefficient corresponding to the points held by user U-2 to calculate a vote score for each of one or more items. As will be described later, if user U-2 has a large number of points, it can be said that user U-2's comments are useful. By calculating the vote score using points, it is possible to increase the influence that user U-2 who makes useful comments has on the voting results, thereby enabling efficient improvement of services.

[0075] The server 10 also awards points to the proposing user who expressed dissatisfaction or the like corresponding to an item for which improvement measures have been implemented. As described above, the vote score corresponding to a vote is determined by the points held by each user U. This increases the influence of a user U who makes a useful comment on the voting results (vote score), thereby enabling efficient improvement of the service.

[0076] B: Modifications Modifications of the above-described embodiment are shown below. Two or more of the following modifications may be arbitrarily selected and combined as long as they are not mutually contradictory.

[0077] B1: First Modification Fig. 6 is a block diagram showing the configuration of the server 10 according to the first modification. The server 10 according to the first modification includes a first questionnaire unit 117 and a determination unit 118 in addition to the configuration of the server 10 according to the embodiment.

[0078] The first questionnaire unit 117 presents the one or more items output by the classification unit 112 to users U-1 to U-N who use the virtual space access service, and receives responses as to whether or not they wish to improve each of the one or more items. The users who respond to the questionnaire by the first questionnaire unit 117 may be all users U who use the virtual space access service, or may be a portion of users U selected based on a predetermined criterion (for example, the number of points held is equal to or greater than a predetermined number).

[0079] The determination unit 118 determines, from among the one or more items, an item to be voted on, based on the responses to the questionnaire. Specifically, the determination unit 118 determines, from among the one or more items, an item for which a relatively large number of users U responded that they would like to improve, as the item to be voted on.

[0080] Depending on the number of users U who use the virtual space access service, the number of items output by the classification unit 112 may be enormous. When the second reception unit 113 receives votes from users U, if there are too many items to vote on, users U may find voting tedious or their votes may be too scattered, resulting in inappropriate voting. Therefore, in the first modification, of the one or more items output by the classification unit 112, the items to be voted on are narrowed down based on a questionnaire. This makes it easier for users U to find items that match their own dissatisfaction, for example, or to read through all of the items, making it easier to vote compared to when all items are listed.

[0081] According to the first modified example, an appropriate number of items can be presented to the user U as voting targets, thereby improving the effectiveness of voting.

[0082] B2: Second Modification Fig. 7 is a block diagram showing the configuration of the server 10 according to the second modification. The server 10 according to the second modification has a second questionnaire unit 119 in addition to the configuration of the server 10 according to the embodiment.

[0083] The second questionnaire unit 119 conducts a questionnaire after improvement measures have been implemented for a predetermined item and before points are assigned by the assigning unit 116. The subjects of the questionnaire are users U who have voted for improvement measures for the item (the above-mentioned predetermined item) for which improvement measures have been implemented. The content of the questionnaire is whether or not they feel the improvement measures have been effective. In other words, the second questionnaire unit 119 accepts responses from users U who have voted for improvement as being necessary for the item for which improvement measures have been implemented, as to whether or not they feel the measures have been effective.

[0084] In the second modified example, the granting unit 116 grants points to user U-1 (the proposing user) when a predetermined percentage or more of users U responded to the second questionnaire unit 119 that they felt the effect of the measure. In other words, points are granted to user U-1 when many users U feel that the service has improved as a result of the implementation of the measure. In other words, points are granted to the proposing user who made a useful comment that actually led to the improvement of the service. As a result, the voting influence of the proposing user who made a useful comment increases, and the service can be improved more efficiently.

[0085] Alternatively, when a predetermined percentage or more of the users U responded to the second questionnaire unit 119 that they felt the effects of the measures, the granting unit 116 may increase the number of points to be granted to user U-1 compared to when a predetermined percentage or less of the users U responded that they felt the effects of the measures. In other words, when many users U feel that the service has improved as a result of the implementation of the measures, the points to be granted to user U-1 may be increased.

[0086] B3: Third Modification In the above-described embodiment, a case where points are awarded to user U-1 has been described. Points awarded to user U-1 are cumulative, but points may be subtracted in certain cases. Specifically, for example, a third questionnaire unit is provided that accepts responses from users U who use a virtual space access service regarding whether they feel the service has become more difficult to use as a result of implementing measures for certain items. The subjects of the questionnaire conducted by the third questionnaire unit may be all users U-1 to U-N who use the service, or may be users U who voted for improvement for the certain items. If a certain percentage or more of users U responded to the third questionnaire unit that they feel the service has become more difficult to use as a result of implementing the measures, the awarding unit 116 reduces the points of the user who proposed the measures.

[0087] Alternatively, for example, if a user U expresses a complaint or a proposed measure that is disadvantageous to a specific user U, or if a user U expresses a complaint or a proposed measure that reduces the quality of the entire service, the granting unit 116 may reduce the points. This reduces the voting influence of a user U who makes an inappropriate proposal. Note that each user U may not be notified of their own points.

[0088] B4: Fourth Modification In the above-described embodiment, the service provided by the system 1 has been described as a virtual space access service. However, the service provided by the system 1 is not limited to the virtual space access service and may be other services. Examples of other services include services that use the network NET, or services operated by a DAO.

[0089] According to the fourth modification, the system 1 according to the present embodiment can be applied to various services.

[0090] C: Others (1) In the above-described embodiment, ROM and RAM are given as examples of storage devices 102 and 205, but storage devices 102 and 205 may also be flexible disks, magneto-optical disks (e.g., compact disks, digital versatile disks, Blu-ray (registered trademark) disks), smart cards, flash memory devices (e.g., cards, sticks, key drives), CD-ROMs (Compact Disc-ROMs), registers, removable disks, hard disks, floppy (registered trademark) disks, magnetic strips, databases, servers, or other suitable storage media.

[0091] (2) In the above-described embodiments, the described information, signals, etc. may be represented using any of a variety of different technologies. For example, data, instructions, commands, information, signals, bits, symbols, chips, etc. that may be referred to throughout the above description may be represented by voltages, currents, electromagnetic waves, magnetic fields or magnetic particles, optical fields or photons, or any combination thereof.

[0092] (3) In the above-described embodiment, input and output information may be stored in a specific location (for example, a memory) or may be managed using a management table. Input and output information may be overwritten, updated, or added to. Output information may be deleted. Input information may be transmitted to another device.

[0093] (4) In the above-described embodiment, the determination may be made based on a value represented by one bit (0 or 1), a Boolean value (true or false), or a comparison of numerical values ​​(e.g., a comparison with a predetermined value).

[0094] (5) The order of the process procedures, sequences, flowcharts, etc. illustrated in the above-described embodiments may be rearranged unless it is consistent. For example, the methods described in this disclosure present elements of various steps using an example order, and are not limited to the particular order presented.

[0095] (6) Each function illustrated in Figures 2 and 3 is realized by any combination of hardware and / or software. Furthermore, the method for realizing each functional block is not particularly limited. That is, each functional block may be realized using a single device that is physically or logically coupled, or may be realized using two or more physically or logically separated devices that are directly or indirectly connected (e.g., wired, wireless, etc.) and these multiple devices. A functional block may be realized by combining software with the single device or the multiple devices.

[0096] (7) The programs exemplified in the above-described embodiments should be broadly construed to mean instructions, instruction sets, code, code segments, program code, programs, subprograms, software modules, applications, software applications, software packages, routines, subroutines, objects, executable files, threads of execution, procedures, functions, etc., regardless of whether they are called software, firmware, middleware, microcode, hardware description language, or by other names.

[0097] Software, instructions, information, etc. may also be transmitted or received over a transmission medium. For example, if software is transmitted from a website, server, or other remote source using wired technologies (such as coaxial cable, fiber optic cable, twisted pair, Digital Subscriber Line (DSL)), and / or wireless technologies (such as infrared, microwave), then these wired and / or wireless technologies are included within the definition of transmission media.

[0098] (8) In each of the foregoing embodiments, the terms "system" and "network" are used interchangeably.

[0099] (9) The information, parameters, etc. described in this disclosure may be expressed using absolute values, relative values ​​from a predetermined value, or corresponding other information.

[0100] (10) In the above-described embodiments, the portable device may be a mobile station (MS). Those skilled in the art may also refer to a mobile station as a subscriber station, mobile unit, subscriber unit, wireless unit, remote unit, mobile device, wireless device, wireless communication device, remote device, mobile subscriber station, access terminal, mobile terminal, wireless terminal, remote terminal, handset, user agent, mobile client, client, or some other appropriate terminology. In this disclosure, the terms "mobile station," "user terminal," "user equipment (UE)," "terminal," etc. may be used interchangeably.

[0101] (11) In the above-described embodiments, the terms "connected," "coupled," or any variation thereof refers to any direct or indirect connection or coupling between two or more elements, and may include the presence of one or more intermediate elements between two elements that are "connected" or "coupled" to each other. The coupling or connection between elements may be physical, logical, or a combination thereof. For example, "connected" may be read as "access." As used in this disclosure, two elements may be considered to be "connected" or "coupled" to each other using at least one of one or more wires, cables, and printed electrical connections, as well as electromagnetic energy having wavelengths in the radio frequency range, microwave range, and optical (both visible and invisible) range, as some non-limiting and non-exhaustive examples.

[0102] (12) In the above embodiments, the phrase "based on" does not mean "based only on," unless otherwise specified. In other words, the phrase "based on" means both "based only on" and "based at least on."

[0103] (13) As used in this disclosure, the terms "determining" and "determining" may encompass a wide variety of actions. "Determining" and "determining" may include, for example, judging, calculating, computing, processing, deriving, investigating, looking up, searching, inquiring (e.g., searching in a table, database, or other data structure), ascertaining something as "determining" or "determining," and the like. Furthermore, "judgment" and "decision" may include regarding receiving (e.g., receiving information), transmitting (e.g., sending information), input, output, and accessing (e.g., accessing data in memory) as having been "judgment" or "decision." Furthermore, "judgment" and "decision" may include regarding resolving, selecting, choosing, establishing, comparing, etc. as having been "judgment" or "decision." In other words, "judgment" and "decision" may include regarding some action as having been "judgment" or "decision." Furthermore, "judgment" may be interpreted as "assuming," "expecting," "considering," etc.

[0104] (14) In the above embodiments, when "include," "including," and variations thereof are used, these terms are intended to be inclusive, similar to the term "comprising." Furthermore, the term "or," as used in this disclosure, is not intended to be an exclusive or.

[0105] (15) In this disclosure, where articles are added by translation, such as a, an, and the in English, this disclosure may include the noun following these articles being plural.

[0106] (16) In this disclosure, the term "A and B are different" may mean "A and B are different from each other." The term may also mean "A and B are each different from C." Terms such as "separate" and "combined" may also be interpreted in the same way as "different."

[0107] (17) Each aspect / embodiment described in this disclosure may be used alone, in combination, or switched depending on the implementation. Furthermore, notification of predetermined information (e.g., notification that "X is true") is not limited to explicit notification, but may be implicit (e.g., not notifying the predetermined information). Multiple aspects selected from the above may be combined.

[0108] 1...system, 10...server, 20 (20-1 to 20-N)...user terminal, 110...service improvement unit, 111...first reception unit, 112...classification unit, 113...second reception unit, 114...calculation unit, 115...presentation unit, 116...assignment unit, 117...first questionnaire unit, 118...determination unit, 119...second questionnaire unit, A (A-1 to A-N)...avatar, NET...network, U (U-1 to U-N)...user, VS...virtual space.

Claims

1. A service providing device comprising: a first reception unit that receives complaints or requests regarding a service from a first user; a classification unit that outputs one or more items related to improvement of the service by classifying the complaints or requests received by the first reception unit; a second reception unit that receives votes from a second user to determine whether or not improvement is necessary for some or all of the one or more items; a calculation unit that calculates a vote score for each of the one or more items by multiplying the votes by a coefficient corresponding to points held by the second user; a presentation unit that presents the vote score for each of the one or more items calculated by the calculation unit to at least one of an administrator of the service or a user who uses the service; and an awarding unit that awards the points to the first user when improvement measures are implemented for the one or more items corresponding to the complaints or requests received from the first user.

2. A service providing device as described in claim 1, comprising: a first questionnaire unit that presents the one or more items output by the classification unit to a user using the service and receives a response as to whether or not the user wishes to improve each of the one or more items; and a determination unit that determines which of the one or more items will be subject to the voting based on the response.

3. The service providing device of claim 1, further comprising a second questionnaire unit that accepts responses from users who voted for improvement regarding an item on which the measure was implemented as to whether they feel that the measure is effective, and the awarding unit awards the points to the first user when a predetermined percentage or more of users responded in the second questionnaire unit that they feel that the measure is effective.

4. The service providing device of claim 1, wherein the first reception unit receives, along with the complaints or requests, proposed measures to improve the complaints or requests, and the awarding unit, when the first reception unit receives the proposed measures along with the complaints or requests from the first user, increases the points to be awarded to the first user compared to when only the complaints or requests are received.

5. The service providing device according to claim 1, wherein the service is a virtual space access service that provides access to a virtual space using a user terminal.

6. The service providing device according to claim 5, wherein the first reception unit receives the complaint or request based on an operation on a virtual object corresponding to the complaint or request by the first user who has accessed the virtual space.

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