Communication system and communication control method

Abstract

[Object] To provide a communication system and a communication control method capable of obtaining reliable feedback from a user further naturally through a conversation with an agent without imposing a burden on the user. [Solution] The communication system includes: a communication unit configured to receive request information for requesting feedback on a specific experience of a user; an accumulation unit configured to accumulate the feedback received from a client terminal of the user via the communication unit; and a control unit configured to perform control such that a question for requesting the feedback on the specific experience of the user based on the request information is transmitted to the client terminal of the user at a timing according to context of the user, and feedback input by the user in response to the question output as speech of an agent via the client terminal is received.

1 . A communication system, comprising:
 processing circuitry configured to:
 receive request information to request a feedback on a specific experience of a user; 
 estimate that the user has the specific experience based on an acquisition of a response of the user to a first question, wherein the first question is associated with the specific experience of the user; 
 control, based on the request information and the estimation, transmission of a second question to a client terminal of the user at a timing, wherein
 the timing is associated with a context of the user, and 
 the context of the user is based on at least one of a change in a feeling of the user in a specific period or a change in a situation of the user; 
 
 control reception of the feedback of the user from the client terminal based on the transmission of the second question, wherein the second question is output as speech of an agent in the client terminal; and 
 accumulate the feedback received from the client terminal in a database. 
   
     
     
         2 . The communication system according to  claim 1 , wherein the context of the user comprises at least one of a schedule of the user, a conversation of the user, or feeling information of the user. 
     
     
         3 . The communication system according to  claim 1 , wherein the processing circuitry is further configured to generate the second question based on a relation between the user and the agent. 
     
     
         4 . The communication system according to  claim 3 , wherein
 the processing circuitry is further configured to generate the second question based on a reliability of the agent, and   the reliability of the agent is based on a rank assigned to the agent by the user.   
     
     
         5 . The communication system according to  claim 4 , wherein the processing circuitry is further configured to modify an expression of the second question based on the reliability of the agent. 
     
     
         6 . The communication system according to  claim 1 , wherein the processing circuitry is further configured to generate the second question based on an attribute of the user. 
     
     
         7 . The communication system according to  claim 6 , wherein
 the attribute of the user is one of a personality trait or habit of the user, and   the attribute is based on one of biological information of the user, voice information of the user, a captured image that is associated with a wearable terminal of the user, or a conversation of the user.   
     
     
         8 . The communication system according to  claim 7 , wherein
 the processing circuitry is further configured to generate a number of questions to request the feedback, and   the number of questions is generated based on the attribute of the user.   
     
     
         9 . The communication system according to  claim 1 , wherein the processing circuitry is further configured to:
 calculate a positive determination value of the specific experience based on the feedback and the feeling of the user, wherein the positive determination value is calculated at a time of acquisition of the feedback; and   accumulate the positive determination value of the specific experience in the database.   
     
     
         10 . The communication system according to  claim 1 , wherein the processing circuitry is further configured to store the request information in association with the feedback. 
     
     
         11 . A communication method, comprising:
 in a communication system:
 receiving request information to request a feedback on a specific experience of a user; 
 estimating that the user has the specific experience based on an acquisition of a response of the user to a first question, wherein the first question is associated with the specific experience of the user; 
 controlling, based on the request information and the estimation, transmission of a second question to a client terminal of the user at a timing, wherein
 the timing is associated with a context of the user, and 
 the context of the user is based on at least one of a change in a feeling of the user in a specific period or a change in a situation of the user; 
 
 controlling reception of the feedback of the user from the client terminal based on the transmission of the second question, wherein the second question is output as speech of an agent in the client terminal; and 
 accumulating the feedback received from the client terminal in a database. 
   
     
     
         12 . The communication method according to  claim 11 , wherein the context of the user comprises at least one of a schedule of the user, a conversation of the user, or feeling information of the user. 
     
     
         13 . The communication method according to  claim 11 , further comprising generating the second question based on a relation between the user and the agent. 
     
     
         14 . The communication method according to  claim 13 , further comprising generating the second question based on a reliability of the agent, wherein the reliability of the agent is based on a rank assigned to the agent by the user. 
     
     
         15 . The communication method according to  claim 14 , further comprising modifying an expression of the second question based on the reliability of the agent. 
     
     
         16 . The communication method according to  claim 11 , further comprising generating the second question based on an attribute of the user. 
     
     
         17 . The communication method according to  claim 16 , wherein
 the attribute of the user is one of a personality trait or habit of the user, and   the attribute is based on one of biological information of the user, voice information of the user, a captured image that is associated with a wearable terminal of the user, or a conversation of the user.   
     
     
         18 . The communication method according to  claim 17 , further comprising generating a number of questions to request the feedback, wherein the number of questions is generated based on the attribute of the user, 
     
     
         19 . The communication method according to  claim 11 , further comprising:
 calculating a positive determination value of the specific experience based on the feedback and the feeling of the user, wherein the positive determination value is calculated at a time of acquisition of the feedback; and   accumulating the positive determination value of the specific experience in the database.   
     
     
         20 . The communication method according to  claim 11 , further comprising storing the request information in association with the feedback.