JP2016174272A - Unsatisfaction cause estimation device, system, method, and content presenting terminal - Google Patents

Abstract

PROBLEM TO BE SOLVED: To provide an unsatisfaction cause estimation device capable of estimating a user's unsatisfaction cause against service provided through a network, a system, a method, and a content presenting terminal.SOLUTION: An unsatisfaction cause estimation device receives unsatisfaction information representing that a user is dissatisfied with offered service, estimates an unsatisfaction factor that can possibly be an unsatisfaction that occurs at a time of receiving the unsatisfaction information as an unsatisfaction cause, and outputs the estimated unsatisfaction cause.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a dissatisfaction cause estimation apparatus, system, method, and content presentation terminal in a service provided via a network.

  As a result of the explosive increase in the amount of data flowing through mobile networks due to the spread of smartphones, there is a problem of a decrease in quality of experience (QoE) due to network congestion. Mobile operators (communication carriers) can take measures such as setting low priority for traffic that greatly contributes to congestion, and improving the compression rate of video flowing through mobile networks, in order to minimize QoE degradation. Is taking.

  As an index for detecting the congestion state of a mobile network, there are service quality (QoS: Quality of Service) indices (eg, communication delay value, throughput value, packet loss rate) that can be observed from the network.

  In the method described in Patent Document 1, two elements of a display quality score (PQS) and a delivery quality score (DQS) are measured as QoE for moving image distribution.

  On the other hand, a MOS (Mean Opinion Score) index is known as a method for accurately measuring QoE. However, since it is necessary to aggregate input results from a plurality of evaluators, it is difficult to continuously measure them. .

  As a method using the MOS index, there is a method described in Non-Patent Document 1. In this method, a feedback button that is pressed when the user feels dissatisfied is installed, and the frequency of pressing the button is detected. Then, based on the result of totaling the correlation between the button press frequency of other general users and the MOS index, the MOS index is obtained from the button press frequency, and the QoE is approximately measured.

US Patent Application Publication No. 2014/0181266

Kuan-Ta Chen and two others, “OneClick: A Framework for Measuring Network Quality of Experience”, IEEE INFOCOM 2009, pp.702-710

  However, there are individual differences in the relationship between the QoS index and the indexes such as PQS and DQS in the method of Patent Document 1 and the subjective quality of the user, and the actual QoS does not necessarily match. Therefore, control based on these indices does not always contribute to QoE optimization. For example, when the control for increasing the compression rate of a moving image is performed when the throughput value is below a certain value, the image quality is deteriorated, so there is a possibility that the QoE may be lowered rather than nothing. Further, even if the occurrence of playback interruption can be detected as a low DQS value, there is still a possibility that lowering the image quality will lead to lower QoE.

  Further, in the method described in Non-Patent Document 1, since QoE can be measured only in the form of dissatisfaction, control according to the cause of dissatisfaction cannot be performed. For example, the control of increasing the compression rate of a moving image is effective when the interruption of reproduction is a cause of dissatisfaction, but has an adverse effect when low image quality is a cause of dissatisfaction.

  For this reason, in order to improve QoE, it is required to estimate the cause of user dissatisfaction and perform control according to the cause of dissatisfaction.

  It is an object of the present invention to provide a dissatisfaction cause estimation device, system, method, and content presentation terminal that can estimate a user's dissatisfaction cause for a service provided via a network.

  In order to solve the above-described problem, a dissatisfaction cause estimation apparatus according to the present invention includes a dissatisfaction receiving unit that receives dissatisfaction information indicating that a user is dissatisfied with a service being provided, and reception of the dissatisfaction information. A dissatisfaction cause estimation unit that estimates a dissatisfaction factor that sometimes occurs as a dissatisfaction cause is provided, and an output unit that outputs the estimated dissatisfaction cause.

  In addition, the content presentation terminal of the present invention includes a content presentation unit that presents content provided by a service via a network, a dissatisfaction input unit that receives input from a user, and the dissatisfaction input unit that receives the input And a dissatisfaction transmitter for transmitting dissatisfaction information indicating that the user is dissatisfied with the service.

  In addition, the dissatisfaction cause estimation method of the present invention receives dissatisfaction information indicating that a user is dissatisfied with a service being provided, and provides dissatisfaction factors that may occur when the dissatisfaction information is received. The cause of dissatisfaction is estimated, and the estimated cause of dissatisfaction is output.

  Also, the content presentation method of the present invention presents content provided by a service via a network, accepts input from a user, and when the input is accepted, the user is dissatisfied with the service It is characterized by transmitting dissatisfaction information indicating that the information is present.

  The dissatisfaction cause estimation apparatus, system, method, and content presentation terminal of the present invention make it possible to estimate a cause of dissatisfaction of a user for a service provided via a network. And by estimating the cause of dissatisfaction, it becomes possible to perform control according to the cause of dissatisfaction.

It is a figure which shows the structural example of the dissatisfaction cause estimation apparatus of 1st embodiment of this invention. It is a figure which shows the operation example of the dissatisfaction cause estimation apparatus of 1st embodiment of this invention. It is a figure which shows the structural example of the dissatisfaction cause estimation apparatus of 2nd embodiment of this invention. It is a figure which shows the structural example of the dissatisfaction cause estimation system of 2nd embodiment of this invention. It is a figure which shows the structural example of the content presentation terminal of 2nd embodiment of this invention. It is a figure which shows the example of a display of the content presentation terminal of 2nd embodiment of this invention. It is a figure which shows the operation example of the content presentation terminal of 2nd embodiment of this invention. It is a figure which shows the operation example of the dissatisfaction cause estimation apparatus and content presentation terminal of 2nd embodiment of this invention. It is a figure which shows the specific example of the dissatisfaction cause estimation method of 2nd embodiment of this invention. It is a figure which shows the structural example of the dissatisfaction cause estimation apparatus of 3rd embodiment of this invention. It is a figure which shows the structural example of the content presentation terminal of 3rd embodiment of this invention. It is a figure which shows the structural example of the dissatisfaction cause estimation apparatus of 4th embodiment of this invention.

[First embodiment]
A first embodiment of the present invention will be described.

  FIG. 1 shows a configuration example of the dissatisfaction cause estimation apparatus 10 of the present embodiment.

  The dissatisfaction cause estimation device 10 includes a dissatisfaction reception unit 11, a dissatisfaction cause estimation unit 12, and an output unit 13.

  The dissatisfaction receiving unit 11 is a part that receives dissatisfaction information indicating that the user is dissatisfied with the service being provided.

  The dissatisfaction cause estimation unit 12 is a part that estimates a dissatisfaction factor that may occur when receiving dissatisfaction information as a dissatisfaction cause.

  The output unit 13 is a part that outputs the estimated cause of dissatisfaction. Any method of outputting the cause of dissatisfaction may be used, but transmission to another device, display on the display screen of the dissatisfaction cause estimation device 10, and the like are conceivable. Further, it is possible to output a control instruction for reducing the cause of dissatisfaction to another device according to the estimated cause of dissatisfaction.

  By configuring the dissatisfaction cause estimation apparatus 10 in this way, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  Next, FIG. 2 shows an example of the operation of the dissatisfaction cause estimating apparatus 10 of the present embodiment.

  First, the dissatisfaction cause estimation device 10 receives dissatisfaction information indicating that the user is dissatisfied with the service being provided (step S101).

  Next, the dissatisfaction factor that has occurred when the dissatisfaction information is received and that may be dissatisfied is estimated as the cause of dissatisfaction (step S102).

  Then, the estimated cause of dissatisfaction is output (step S103).

  By operating the dissatisfied cause estimating apparatus 10 in this way, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  As described above, in the first embodiment of the present invention, the dissatisfaction factor that can be dissatisfied that occurs when the user is dissatisfied with the service being provided is estimated as the cause of dissatisfaction. . Therefore, it is possible to estimate the cause of user dissatisfaction with the service provided via the network. By estimating the cause of dissatisfaction, it becomes possible to perform control according to the cause of dissatisfaction and to improve QoE.

[Second Embodiment]
Next, a second embodiment of the present invention will be described.

  This embodiment is a configuration in which a configuration for detecting a dissatisfaction factor that can be dissatisfied is added to the dissatisfaction cause estimation device of the first embodiment.

  FIG. 3 shows a configuration example of the dissatisfaction cause estimation device 20 of the present embodiment.

  The dissatisfaction cause estimation device 20 includes a dissatisfaction reception unit 11, a dissatisfaction cause estimation unit 12, an output unit 13, and a dissatisfaction factor detection unit 24. The dissatisfaction receiving unit 11, the dissatisfaction cause estimating unit 12, and the output unit 13 are the same as those in the first embodiment.

  The dissatisfaction factor detection unit 24 is a part that detects dissatisfaction factors that may be dissatisfied. The dissatisfaction cause estimation unit 12 estimates the dissatisfaction cause based on the dissatisfaction factor detected by the dissatisfaction factor detection unit 24.

  By configuring the dissatisfaction cause estimating device 20 in this way, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  In FIG. 4, the structural example of the system using the dissatisfaction cause estimation apparatus 20 is shown.

  In FIG. 4, the dissatisfaction cause estimation device 20, the content server 50, and the content presentation terminal 70 are connected via a network 60. One content server 50 or one content presentation terminal 70 can exist for one dissatisfaction cause estimation device 20. The content server 50 is a server that provides content (video, audio, electronic book, Web content, etc.) to the content presentation terminal 70 in response to a request from the content presentation terminal 70. The dissatisfaction cause estimation device 20 receives dissatisfaction information from the content presentation terminal 70 and estimates the cause of dissatisfaction.

  FIG. 5 shows a configuration example of the content presentation terminal 70. The content presentation terminal 70 is a computer such as a mobile phone, a smartphone, a tablet, and a PC (Personal Computer) that operates by program control and has a network connection function and a screen.

  The content presentation terminal 70 includes a content presentation unit 71, a dissatisfaction input unit 72, and a dissatisfaction transmission unit 73.

  The content presentation unit 71 is a part that receives content from the content server 50 in response to a user request and presents the received content to the user. For example, moving image display, audio output, and the like are performed.

  The dissatisfaction input part 72 is a part which inputs that there is dissatisfaction when the user is dissatisfied with the provided service (in the case of this embodiment, presentation of contents such as moving image reproduction).

  The dissatisfaction transmitting unit 73 is a part that transmits dissatisfaction information indicating that the user is dissatisfied to the content server 50 when there is an input from the user to the dissatisfaction input unit 72.

  In FIG. 6, the example of a display of the screen of the content presentation terminal 70 is shown. In this example, the terminal screen includes a dissatisfied input button, a content display area, a playback position display area, and a content name display area. The dissatisfaction input button is a button that the user presses when dissatisfied with the content being presented. This dissatisfied input button corresponds to an input button for the dissatisfied input unit 72 of the content presentation terminal 70. The content display area is an area for displaying content. The reproduction position display area is an area for displaying a reproduction position (elapsed time from the beginning) in the content. The content name display area is an area for displaying the name of the content.

  By configuring the content presentation terminal 70 and the dissatisfaction cause estimation system in this manner, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  Next, an example of the operation of the dissatisfaction cause estimation device 20 and the content presentation terminal 70 according to the present embodiment will be described.

  The operation of this embodiment is composed of two sequences: a content presentation sequence and a dissatisfaction cause estimation sequence.

  FIG. 7 shows an example of a content presentation sequence. The content presentation sequence starts when the requested content is selected by the user.

  First, the user performs a content request operation on the content presentation terminal 70 (step S201). This operation includes specification of the content to be requested.

  Next, the content presentation unit 71 requests the content server 50 to transmit the content (step S202). This request includes a content ID (identification) for identifying the target content.

  The content server 50 transmits the content corresponding to the content ID specified in step S202 (step S203). The content transmitted here is, for example, data expressed using an encoding method such as H.264 in the case of a moving image.

  Then, the content presentation unit 71 decodes the received content as necessary and presents it on the content presentation terminal 70 (step S204). For example, when the content is a moving image, the moving image is reproduced on the content display area (see FIG. 6) on the screen of the content presentation terminal 70. Further, the name and playback position of the moving image being played are displayed in the content name display area and the playback position display area, respectively. Note that the video playback in this embodiment is streaming playback. That is, the reception of moving image data in step S203 and the moving image reproduction in step S204 are performed in parallel.

  Next, FIG. 8 shows an example of the dissatisfaction cause estimation sequence. The dissatisfaction cause estimation sequence is a sequence in which the dissatisfaction cause estimation device 20 estimates the dissatisfaction cause when the user presses a dissatisfaction input button on the content presentation terminal 70 (click, tap, etc.).

  First, the user presses a dissatisfaction input button during content presentation (for example, moving image reproduction), and the dissatisfaction input unit 72 receives an input to the dissatisfaction input button (step S301).

  The dissatisfied input unit 72 that has received the input notifies the dissatisfied transmitting unit 73 that the input to the dissatisfied input button has been received, and the dissatisfied transmitting unit 73 transmits dissatisfied information to the dissatisfied cause estimating apparatus 20. The dissatisfaction receiver 11 of the dissatisfaction cause estimation device 20 receives the dissatisfaction information transmitted from the dissatisfaction transmitter 73 (step S302).

  The dissatisfaction receiving unit 11 that has received the dissatisfaction information notifies the dissatisfaction cause estimation unit 12 that the dissatisfaction information has been received, and the dissatisfaction cause estimation unit 12 estimates the cause of dissatisfaction. Then, the output unit 13 outputs the estimated cause of dissatisfaction (step S303).

  Next, a specific example of the method for estimating the cause of dissatisfaction will be described with reference to FIG.

  The dissatisfaction factor detection unit 24 detects dissatisfaction factors that can be detected by the dissatisfaction cause estimation device 20 for the content presentation terminal 70 that has transmitted dissatisfaction information. Then, the dissatisfaction cause estimation unit 12 estimates the dissatisfaction factor detected by the dissatisfaction factor detection unit 24 as a dissatisfaction cause of the dissatisfaction information received by the dissatisfaction reception unit 11.

  The dissatisfaction factors that can be detected by the dissatisfaction cause estimation device 20 include, for example, transmission quality (for example, throughput (transmission data amount per unit time), bit error rate) for a communication session between the content server 50 and the content presentation terminal 70. ) Is considered. When the content is a video, when the throughput is lower than the playback bit rate of the video being played on the content presentation terminal 70, or when the bit error rate exceeds the bit error rate at which playback is possible without interruption, the video being played is interrupted To do. Therefore, it is possible to detect that the transmission quality may be unsatisfactory by measuring the throughput and the bit error rate and comparing with the transmission quality necessary for presenting the content. Throughput and bit error rate can be measured, for example, by detecting a packet transmitted from the content server 50 to the content presentation terminal 70 based on each IP address.

  FIG. 9 shows a method for estimating the cause of dissatisfaction when measuring the transmission quality of the communication session between the content server 50 and the content presentation terminal 70 for the content presentation terminal 70 that has transmitted the dissatisfaction information.

  First, the dissatisfaction factor detection unit 24 measures the transmission quality in the area where the content presentation terminal 70 that transmitted the dissatisfaction information is located (step S401).

  Next, it is confirmed whether or not the measured transmission quality is unsatisfactory. If the transmission quality is unsatisfactory, such as when the throughput is lower than the reproduction bit rate of the moving image being reproduced, the transmission quality is detected as a dissatisfaction factor (step S402).

  If a dissatisfaction factor is detected, in this case, since the transmission quality is detected as a dissatisfaction factor, it is estimated that the dissatisfaction cause is the transmission quality (step S403). If no dissatisfaction factor is detected, it is estimated that the dissatisfaction cause is the quality of the content itself, for example, the compression rate of the moving image (step S404).

  In step S401, as a method for designating the area where the content presentation terminal 70 is located, a method of transmitting the content presentation terminal 70 by adding area information indicating the area where the content presentation terminal 70 is located to the dissatisfaction information can be considered. As the area information, for example, a cell ID (location information of a mobile phone base station) to which the content presentation terminal 70 is connected, area designation information based on a positioning result of a GPS (Global Positioning System) function, and the like can be considered. It is also possible to use location information of a connection destination wireless LAN (Local Area Network) access point or an IP (Internet Protocol) address (host address or network address) assigned to the content presentation terminal 70.

  By estimating the cause of dissatisfaction in this way, it becomes possible to control network traffic in a manner that minimizes user dissatisfaction. For example, when the cause of dissatisfaction is transmission quality, it is possible to control the content to be lighter (for example, to switch to a content with a high moving image compression rate or a low content rate). In addition, when the cause of dissatisfaction is the quality of the content itself, it is possible to perform control such as increasing the quality of the content (for example, switching to content with a low moving image compression rate).

  As described above, in the second embodiment of the present invention, as in the first embodiment, the dissatisfaction that may occur when the user is dissatisfied with the service being provided is likely to be dissatisfied. The factor is estimated to be the cause of dissatisfaction. Therefore, it is possible to estimate the cause of user dissatisfaction with the service provided via the network. By estimating the cause of dissatisfaction, it becomes possible to perform control according to the cause of dissatisfaction and to improve QoE.

  Furthermore, since the present embodiment adds only a configuration for accepting and transmitting user dissatisfaction to the content presentation terminal, it should be implemented with no changes or only minor changes to the existing content presentation application. Is possible.

[Third embodiment]
Next, a third embodiment of the present invention will be described.

  This embodiment is a configuration in which a configuration for receiving a dissatisfaction factor that can be dissatisfied is added to the dissatisfaction cause estimation device of the first embodiment. In the second embodiment, the cause of dissatisfaction is detected by the dissatisfaction cause estimation device, but in this embodiment, the content presentation terminal detects the dissatisfaction factor and transmits it to the dissatisfaction cause estimation device.

  FIG. 10 shows a configuration example of the dissatisfaction cause estimation device 30 of the present embodiment.

  The dissatisfaction cause estimation device 30 includes a dissatisfaction reception unit 11, a dissatisfaction cause estimation unit 12, an output unit 13, and a dissatisfaction factor reception unit 35. The dissatisfaction receiving unit 11, the dissatisfaction cause estimating unit 12, and the output unit 13 are the same as those in the first embodiment.

  The dissatisfaction factor receiving unit 35 is a part that receives dissatisfaction factors that may be dissatisfied. The dissatisfaction cause estimation unit 12 estimates the dissatisfaction cause based on the dissatisfaction factor received by the dissatisfaction factor reception unit 35.

  By configuring the dissatisfaction cause estimating device 30 in this way, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  Next, a configuration example of the content presentation terminal 80 is shown in FIG.

  The content presentation terminal 80 includes a content presentation unit 71, a dissatisfaction input unit 72, a dissatisfaction transmission unit 73, a dissatisfaction factor detection unit 84, and a dissatisfaction factor transmission unit 85. About the content presentation part 71, the dissatisfaction input part 72, and the dissatisfaction transmission part 73, it is the same as that of 2nd embodiment.

  The dissatisfaction factor detection unit 84 is a part that detects dissatisfaction factors that may be dissatisfied when dissatisfaction is input to the dissatisfaction input unit 72 by the user.

  The dissatisfaction factor transmission unit 85 is a part that transmits the dissatisfaction factor detected by the dissatisfaction factor detection unit 84.

  By configuring the content presentation terminal 80 in this way, it becomes possible to estimate the cause of user dissatisfaction with the service provided via the network.

  Examples of operations of the dissatisfaction cause estimation device 30 and the content presentation terminal 80 of the present embodiment are the same as in the second embodiment (FIGS. 7 and 8).

  Next, a specific example of the dissatisfaction cause estimation method of the present embodiment will be described.

  The dissatisfaction factor detection unit 84 of the content presentation terminal 80 detects a dissatisfaction factor that can be detected by the content presentation terminal 80, and transmits it to the dissatisfaction cause estimation device 30 via the dissatisfaction factor transmission unit 85. Then, the dissatisfaction cause estimation unit 12 of the dissatisfaction cause estimation device 30 estimates the dissatisfaction factor received by the dissatisfaction factor reception unit 35 as a dissatisfaction cause of the dissatisfaction information received by the dissatisfaction reception unit 11.

  The content presentation terminal 80 can detect transmission quality as a dissatisfaction factor from monitoring results such as error information in the content presentation unit 71 and the state of the content presentation unit 71.

  For example, in the case of moving image reproduction, if the data amount in the moving image reproduction buffer of the content presentation unit 71 is less than the minimum amount necessary for reproduction, the moving image reproduction is interrupted. As a method of detecting this, a method of using error information of the content presentation unit 71 can be considered. The content presentation unit 71 outputs an error to the dissatisfaction factor detection unit 84 when the data amount of the buffer for moving image reproduction falls below the minimum amount necessary for reproduction, to the extent that the data amount of the buffer falls below the minimum amount necessary for reproduction. To do. Then, the dissatisfaction factor detection unit 84 indicates that the transmission quality is low when an error indicating that the data amount of the buffer has fallen below the minimum amount necessary for reproduction when the dissatisfaction input unit 72 is input with dissatisfaction. Is transmitted to the dissatisfied cause estimating apparatus 30 via the dissatisfied factor transmitting unit 85. Instead of using the error information of the content presentation unit 71, the dissatisfaction factor detection unit 84 refers to the data amount of the video playback buffer of the content presentation unit 71 and detects that the minimum amount required for playback has been exceeded. It may be configured.

  In addition, it is also possible to measure the bit error rate of the content received from the content server 50 and detect the transmission quality as a dissatisfaction factor when the bit error rate exceeds a predetermined value. It is also possible to measure the throughput of the content received from the content server 50 and detect the transmission quality as a dissatisfaction factor when the measured throughput falls below the throughput necessary for presenting the content without a sense of incongruity.

  The dissatisfaction factor receiver 35 of the dissatisfaction cause estimation device 30 receives the dissatisfaction factor transmitted from the dissatisfaction factor transmitter 85, and the dissatisfaction cause estimator 12 receives the dissatisfaction factor received by the dissatisfaction factor receiver 35 as the dissatisfaction receiver 11. As a cause of dissatisfaction with the dissatisfaction information received at.

  As described above, in the third embodiment of the present invention, as in the first and second embodiments, the dissatisfaction that occurs when the user is dissatisfied with the service being provided. The possible dissatisfaction factor is estimated as the cause of dissatisfaction. Therefore, it is possible to estimate the cause of user dissatisfaction with the service provided via the network. By estimating the cause of dissatisfaction, it becomes possible to perform control according to the cause of dissatisfaction and to improve QoE.

  Furthermore, in this embodiment, since the dissatisfaction factor which generate | occur | produced in the content presentation terminal is detected, it is possible to estimate a dissatisfaction cause more correctly. For example, in the case of video playback, video playback is interrupted more accurately than by monitoring the network status by detecting an error that the amount of data in the buffer of the content presentation unit 71 has fallen below the minimum required for playback. It becomes possible to grasp that. Therefore, the cause of dissatisfaction can be estimated more accurately.

[Fourth embodiment]
Next, a fourth embodiment of the present invention will be described.

  This embodiment is a configuration in which a configuration for detecting a dissatisfaction factor and a configuration for receiving a dissatisfaction factor are added to the dissatisfaction cause estimation device of the first embodiment. This is a configuration in which a configuration for receiving a dissatisfaction factor is added to the dissatisfaction cause estimation device of the second embodiment, or a configuration for detecting a dissatisfaction factor is added to the dissatisfaction cause estimation device of the third embodiment. It is also a configuration.

  FIG. 12 shows a configuration example of the dissatisfaction cause estimation device 40 of the present embodiment.

  The dissatisfaction cause estimation device 40 includes a dissatisfaction reception unit 11, a dissatisfaction cause estimation unit 12, an output unit 13, a dissatisfaction factor detection unit 24, and a dissatisfaction factor reception unit 35. Since all are the same as the first to third embodiments, the description of each part is omitted. The dissatisfaction cause estimation unit 12 estimates the dissatisfaction factor detected by the dissatisfaction factor detection unit 24 and / or the dissatisfaction factor received by the dissatisfaction factor reception unit 35 as a cause of dissatisfaction.

  By configuring the dissatisfaction cause estimation device 40 in this manner, it becomes possible to estimate the cause of dissatisfaction of the user for the service provided via the network.

  The configuration example of the content presentation terminal 80 of the present embodiment is the same as that of the third embodiment (FIG. 11). Moreover, it is the same as that of 2nd and 3rd embodiment about the example of operation | movement of the dissatisfaction cause estimation apparatus 40 and the content presentation terminal 80 (FIG. 7, FIG. 8).

  As described above, in the fourth embodiment of the present invention, as in the first to third embodiments, the dissatisfaction that occurs when the user is dissatisfied with the service being provided. The possible dissatisfaction factor is estimated as the cause of dissatisfaction. Therefore, it is possible to estimate the cause of user dissatisfaction with the service provided via the network. As a result, it is possible to perform control according to the cause of dissatisfaction and to improve QoE.

  Furthermore, in this embodiment, it becomes possible to estimate the cause of dissatisfaction based on both the dissatisfaction factor that can be detected by the dissatisfaction cause estimation device and the dissatisfaction factor that can be detected by the content presentation terminal, and more accurately estimate the cause of dissatisfaction. Is possible.

  Each of the above-described embodiments is a preferred embodiment of the present invention, and various modifications can be made without departing from the scope of the present invention.

  A part or all of the above-described embodiment can be described as in the following supplementary notes, but is not limited thereto.

(Appendix 1)
A dissatisfaction receiver for receiving dissatisfaction information indicating that the user is dissatisfied with the service being provided;
A dissatisfaction cause estimation unit that estimates a dissatisfaction factor that may be a dissatisfaction occurring when the dissatisfaction information is received;
An output unit that outputs the estimated cause of dissatisfaction.

(Appendix 2)
A dissatisfaction factor detector for detecting the dissatisfaction factor,
The dissatisfaction cause estimation unit according to appendix 1, wherein the dissatisfaction cause estimation unit estimates the dissatisfaction factor detected by the dissatisfaction factor detection unit as the dissatisfaction cause.

(Appendix 3)
The dissatisfaction information includes information on an area where the content presentation terminal of the service providing destination is located,
The dissatisfaction factor estimation unit according to appendix 2, wherein the dissatisfaction factor detection unit detects the dissatisfaction factor occurring in the area.

(Appendix 4)
The area information includes an IP (Internet Protocol) address of the content presentation terminal, a connection destination cell ID (Identification), area designation information based on a positioning result of a GPS (Global Positioning System) function, a connection destination wireless LAN (Local (Area Network) The dissatisfaction cause estimation device according to appendix 3, characterized in that it includes any of location information of access points.

(Appendix 5)
The dissatisfaction factor detection unit measures the transmission quality of a transmission path for transmitting content provided by the service, and the transmission quality measured when the transmission quality necessary for presenting the content is not satisfied. Is detected as the dissatisfaction factor. The dissatisfaction cause estimation device according to any one of appendix 2 to appendix 4.

(Appendix 6)
The dissatisfaction cause estimation device according to appendix 5, wherein the transmission quality is a throughput or a bit error rate of the content.

(Appendix 7)
A dissatisfaction factor receiver for receiving the dissatisfaction factor,
The dissatisfaction cause estimation unit estimates the dissatisfaction factor received by the dissatisfaction factor reception unit as the dissatisfaction cause. The dissatisfaction cause estimation device according to any one of appendix 1 to appendix 6, wherein:

(Appendix 8)
The dissatisfaction cause estimation unit estimates the quality of content provided by the service as the dissatisfaction cause when the dissatisfaction factor does not occur when the dissatisfaction information is received. The dissatisfaction cause estimation device according to the above.

(Appendix 9)
The said output part outputs the control instruction | indication according to the said dissatisfaction cause. The dissatisfaction cause estimation apparatus in any one of the supplementary notes 1 to 8 characterized by the above-mentioned.

(Appendix 10)
The output unit outputs an instruction to switch to the higher-quality content when the cause of dissatisfaction is the quality of content provided by the service, and switches to the lighter content when the cause of dissatisfaction is transmission quality The apparatus for estimating a cause of dissatisfaction according to appendix 9, characterized in that an instruction is output.

(Appendix 11)
A content presentation unit for presenting content provided by a service via a network;
A dissatisfied input unit that accepts input from the user;
A content presentation terminal comprising: a dissatisfaction transmitting unit configured to transmit dissatisfaction information indicating that the user is dissatisfied with the service when the dissatisfaction input unit receives the input.

(Appendix 12)
The content presentation terminal according to appendix 11, wherein the dissatisfaction transmitting unit further transmits information on an area where the content presentation terminal is located.

(Appendix 13)
The area information includes any one of an IP address of the content presentation terminal, a cell ID of a connection destination, area designation information based on a positioning result of a GPS function, and position information of a wireless LAN access point of a connection destination. The content presentation terminal according to appendix 12.

(Appendix 14)
A dissatisfaction factor detection unit that detects dissatisfaction factors that may be dissatisfied;
The content presentation terminal according to any one of appendix 11 to appendix 13, further comprising: a dissatisfaction factor transmitting unit that transmits the dissatisfaction factor when the dissatisfaction input unit receives the input.

(Appendix 15)
The content presentation terminal according to appendix 14, wherein the dissatisfaction factor detection unit detects the dissatisfaction factor by monitoring an error of the content presentation unit.

(Appendix 16)
The dissatisfaction factor detection unit monitors the data amount of the buffer of the content presentation unit, and detects the transmission quality as the dissatisfaction factor when the data amount does not satisfy the data amount necessary for presentation of the content. The content presentation terminal according to supplementary note 14 or supplementary note 15, characterized by:

(Appendix 17)
The dissatisfaction factor detection unit measures the transmission quality of the content received by the content presentation unit, and the transmission quality is measured when the transmission quality measured for the transmission of the content is not satisfied. The content presentation terminal according to attachment 14, wherein the content presentation terminal is detected as a dissatisfaction factor.

(Appendix 18)
The content presentation terminal according to appendix 17, wherein the transmission quality is a throughput or a bit error rate of the content.

(Appendix 19)
The dissatisfaction cause estimation device according to any one of appendix 1 to appendix 10,
And the content presentation terminal according to Supplementary Note 11 to Supplementary Note 13,
The dissatisfaction cause estimation system, wherein the dissatisfaction transmission unit of the content presentation terminal transmits the dissatisfaction information to the dissatisfaction reception unit of the dissatisfaction cause estimation device.

(Appendix 20)
The dissatisfaction cause estimation device according to appendix 7,
The content presentation terminal according to any one of Supplementary Note 14 to Supplementary Note 18, and
The dissatisfaction transmitter of the content presentation terminal transmits the dissatisfaction information to the dissatisfaction receiver of the dissatisfaction cause estimation device,
The dissatisfaction factor transmitting unit of the content presentation terminal transmits the dissatisfaction factor to the dissatisfaction factor receiving unit of the dissatisfaction cause estimating device.

(Appendix 21)
The dissatisfaction information indicating that the user is dissatisfied with the service being provided is received, the dissatisfaction factor occurring at the time of receiving the dissatisfaction information is estimated as a dissatisfaction cause, and the estimated dissatisfaction cause A method for estimating the cause of dissatisfaction, characterized in that

(Appendix 22)
The dissatisfaction cause estimation method according to claim 21, wherein the dissatisfaction factor is detected and the detected dissatisfaction factor is estimated as the dissatisfaction cause.

(Appendix 23)
The dissatisfaction information includes information on an area where the content presentation terminal of the service providing destination is located,
The dissatisfaction cause estimation method according to appendix 22, wherein the dissatisfaction cause estimation method detects the dissatisfaction factor occurring in the area.

(Appendix 24)
The area information includes any one of an IP address of the content presentation terminal, a cell ID of a connection destination, area designation information based on a positioning result of a GPS function, and position information of a wireless LAN access point of a connection destination. The dissatisfaction cause estimation method according to Supplementary Note 23.

(Appendix 25)
The transmission quality of the transmission path for transmitting the content provided by the service is measured, and the transmission quality is detected as the dissatisfaction factor when the transmission quality measured for the content presentation does not satisfy the transmission quality. The method for estimating a cause of dissatisfaction according to any one of appendix 22 to appendix 24, wherein:

(Appendix 26)
The dissatisfaction cause estimation method according to Appendix 25, wherein the transmission quality is a throughput or a bit error rate of the content.

(Appendix 27)
27. The dissatisfaction cause estimation method according to any one of appendix 21 to appendix 26, wherein the dissatisfaction factor is received and the received dissatisfaction factor is estimated as the dissatisfaction cause.

(Appendix 28)
The cause of dissatisfaction according to any one of appendix 21 to appendix 27, wherein when the dissatisfaction factor does not occur when the dissatisfaction information is received, the quality of the content provided by the service is estimated as the cause of dissatisfaction. Method.

(Appendix 29)
The dissatisfaction cause estimation method outputs a control instruction according to the dissatisfaction cause. 29. The dissatisfaction cause estimation method according to any one of appendix 21 to appendix 28, wherein:

(Appendix 30)
If the cause of dissatisfaction is the quality of content provided by the service, the dissatisfaction cause estimation method outputs an instruction to switch to the content having a higher quality. If the cause of dissatisfaction is transmission quality, the content is lighter. 30. The method for estimating a cause of dissatisfaction according to appendix 29, wherein an instruction to switch to is output.

(Appendix 31)
Presenting the content provided by the service via the network, accepting input from the user, and transmitting the dissatisfaction information indicating that the user is dissatisfied with the service when the input is accepted The content presentation method characterized by this.

(Appendix 32)
The content presentation method according to supplementary note 31, further comprising transmitting information on an area where the content presentation terminal is located.

(Appendix 33)
The area information includes any one of an IP address of the content presentation terminal, a cell ID of a connection destination, area designation information based on a positioning result of a GPS function, and position information of a wireless LAN access point of a connection destination. The content presentation method according to attachment 32.

(Appendix 34)
34. The content presentation method according to any one of appendix 31 to appendix 33, wherein a dissatisfaction factor that may be dissatisfied is detected and the dissatisfaction factor is transmitted when the input is received.

(Appendix 35)
The content presentation method according to appendix 34, wherein an error in presentation of the content is monitored to detect the dissatisfaction factor.

(Appendix 36)
The amount of data in the content presentation buffer is monitored, and when the amount of data does not satisfy the amount of data necessary for presentation of the content, transmission quality is detected as the dissatisfaction factor 34. Alternatively, the content presentation method according to attachment 35.

(Appendix 37)
The transmission quality of the received content is measured, and the transmission quality is detected as the dissatisfaction factor when the transmission quality measured for the transmission of content is not satisfied. 34 The content presentation method described in 1.

(Appendix 38)
The content presentation method according to appendix 37, wherein the transmission quality is a throughput or a bit error rate of the content.

(Appendix 39)
On the computer,
A dissatisfaction reception function for receiving dissatisfaction information indicating that the user is dissatisfied with the service being provided;
A dissatisfaction cause estimation function for estimating a dissatisfaction factor that may be dissatisfaction occurring at the time of reception of the dissatisfaction information as a cause of dissatisfaction,
An output function for outputting the estimated cause of dissatisfaction is realized.

(Appendix 40)
On the computer,
Further realizing the dissatisfaction factor detection function for detecting the dissatisfaction factor,
40. The dissatisfaction cause estimation program according to appendix 39, wherein the dissatisfaction cause estimation function estimates the dissatisfaction factor detected by the dissatisfaction factor detection function as the dissatisfaction cause.

(Appendix 41)
The dissatisfaction information includes information on an area where the content presentation terminal of the service providing destination is located,
41. The dissatisfaction cause estimation program according to appendix 40, wherein the dissatisfaction factor detection function detects the dissatisfaction factor occurring in the area.

(Appendix 42)
The area information includes any one of an IP address of the content presentation terminal, a cell ID of a connection destination, area designation information based on a positioning result of a GPS function, and position information of a wireless LAN access point of a connection destination. The dissatisfaction cause estimation program according to appendix 41.

(Appendix 43)
The dissatisfaction factor detection function measures the transmission quality of a transmission path for transmitting content provided by the service, and the transmission quality measured when the transmission quality necessary for presenting the content is not satisfied. 43. The dissatisfaction cause estimation program according to any one of appendix 40 to appendix 42, wherein the program is detected as the dissatisfaction factor.

(Appendix 44)
44. The dissatisfaction cause estimation program according to appendix 43, wherein the transmission quality is a throughput or a bit error rate of the content.

(Appendix 45)
On the computer,
Further realizing a dissatisfaction factor receiving function for receiving the dissatisfaction factor,
45. The dissatisfaction cause estimation program according to any one of appendix 39 to appendix 44, wherein the dissatisfaction cause estimation function estimates the dissatisfaction factor received by the dissatisfaction factor reception function as the dissatisfaction cause.

(Appendix 46)
Any one of appendix 39 to appendix 45, wherein the dissatisfaction cause estimation function estimates the content quality provided by the service as the dissatisfaction cause when the dissatisfaction factor does not occur when the dissatisfaction information is received. The dissatisfaction cause estimation program described in Crab.

(Appendix 47)
47. The dissatisfaction cause estimation program according to any one of appendix 39 to appendix 46, wherein the output function outputs a control instruction according to the cause of the dissatisfaction.

(Appendix 48)
The output function outputs an instruction to switch to the higher-quality content when the cause of dissatisfaction is the quality of content provided by the service, and switches to the lighter content when the cause of dissatisfaction is transmission quality. 48. The dissatisfaction cause estimation program according to appendix 47, characterized in that an instruction is output.

(Appendix 49)
On the computer,
A content presentation function for presenting content provided by a service via a network;
A dissatisfied input function that accepts input from the user;
When the said dissatisfaction input part receives the said input, the dissatisfaction transmission function which transmits dissatisfaction information which shows that the said user is dissatisfied with respect to the said service is implement | achieved.

(Appendix 50)
The content presentation program according to appendix 49, wherein the dissatisfaction transmission function further transmits information on an area where the content presentation terminal is located.

(Appendix 51)
The area information includes any one of an IP address of the content presentation terminal, a cell ID of a connection destination, area designation information based on a positioning result of a GPS function, and position information of a wireless LAN access point of a connection destination. The content presentation program according to appendix 50.

(Appendix 52)
On the computer,
A dissatisfaction factor detection function that detects dissatisfaction factors that can be dissatisfied;
52. The content presentation program according to any one of appendix 49 to appendix 51, further comprising: a dissatisfaction factor transmission function for transmitting the dissatisfaction factor when the dissatisfaction input function receives the input.

(Appendix 53)
The content presentation program according to appendix 52, wherein the dissatisfaction factor detection function detects an error of the content presentation unit and detects the dissatisfaction factor.

(Appendix 54)
The dissatisfaction factor detection function monitors the data amount of the buffer of the content presentation function, and detects the transmission quality as the dissatisfaction factor when the data amount does not satisfy the data amount necessary for presenting the content. Item 52. The content presentation program according to item 52 or 53.

(Appendix 55)
The dissatisfaction factor detection function measures the transmission quality of the content received by the content presentation function, and when the transmission quality measured for the transmission quality necessary for the presentation of the content does not satisfy the transmission quality, The content presentation program according to appendix 52, which is detected as a dissatisfaction factor.

(Appendix 56)
The content presentation program according to appendix 55, wherein the transmission quality is a throughput or a bit error rate of the content.

10, 20, 30, 40 Dissatisfaction cause estimation device 11 Dissatisfaction reception unit 12 Dissatisfaction cause estimation unit 13 Output unit 24 Dissatisfaction factor detection unit 35 Dissatisfaction factor reception unit 50 Content server 60 Network 70, 80 Content presentation terminal 71 Content presentation unit 72 Dissatisfaction Input unit 73 Dissatisfied transmitter 84 Dissatisfied factor detector 85 Dissatisfied factor transmitter

Claims (10)

A dissatisfaction receiver for receiving dissatisfaction information indicating that the user is dissatisfied with the service being provided;
A dissatisfaction cause estimation unit that estimates a dissatisfaction factor that may be a dissatisfaction occurring when the dissatisfaction information is received;
An output unit that outputs the estimated cause of dissatisfaction. A dissatisfaction factor detector for detecting the dissatisfaction factor,
The dissatisfaction cause estimation unit according to claim 1, wherein the dissatisfaction cause estimation unit estimates the dissatisfaction factor detected by the dissatisfaction factor detection unit as the dissatisfaction cause. The dissatisfaction factor detection unit measures the transmission quality of a transmission path for transmitting content provided by the service, and the transmission quality measured when the transmission quality necessary for presenting the content is not satisfied. The dissatisfaction cause estimation apparatus according to claim 2, wherein the dissatisfaction factor is detected as the dissatisfaction factor. A dissatisfaction factor receiver for receiving the dissatisfaction factor,
The dissatisfaction cause estimation unit according to any one of claims 1 to 3, wherein the dissatisfaction cause estimation unit estimates the dissatisfaction factor received by the dissatisfaction factor reception unit as the dissatisfaction cause. The said dissatisfaction cause estimation part estimates the quality of the content provided with the said service as the dissatisfaction cause when the dissatisfaction factor has not generate | occur | produced at the time of the reception of the said dissatisfaction information. The dissatisfaction cause estimation apparatus in any one of. A content presentation unit for presenting content provided by a service via a network;
A dissatisfied input unit that accepts input from the user;
A content presentation terminal comprising: a dissatisfaction transmitting unit configured to transmit dissatisfaction information indicating that the user is dissatisfied with the service when the dissatisfaction input unit receives the input. A dissatisfaction factor detection unit that detects dissatisfaction factors that may be dissatisfied;
The content presentation terminal according to claim 6, further comprising: a dissatisfaction factor transmission unit configured to transmit the dissatisfaction factor when the dissatisfaction input unit receives the input. The dissatisfaction factor detection unit monitors the data amount of the buffer of the content presentation unit, and detects the transmission quality as the dissatisfaction factor when the data amount does not satisfy the data amount necessary for presentation of the content. The content presentation terminal according to claim 7. The dissatisfaction information indicating that the user is dissatisfied with the service being provided is received, the dissatisfaction factor occurring at the time of receiving the dissatisfaction information is estimated as a dissatisfaction cause, and the estimated dissatisfaction cause A method for estimating the cause of dissatisfaction, characterized in that Presenting the content provided by the service via the network, accepting input from the user, and transmitting the dissatisfaction information indicating that the user is dissatisfied with the service when the input is accepted The content presentation method characterized by this.

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