Methods for computer-based brokering of mobile services

Abstract

Method for computer-based mediation of mobile services, wherein the mobile services are provided in a service vehicle (10), and wherein an administration server (20) of a service booking portal - receives a request for the provision of a mobile service from a customer (320), - submits a corresponding search query to a service vehicle database (40) in which available service vehicles (10) are listed, - makes adjustments to service vehicle parameters based on additional customer information recorded in a customer master database (30), - provides the customer with a selection of potentially suitable service vehicles (10) according to the adapted service vehicle parameters, - receives a customer's selection of service vehicles (320), and - the selected service vehicle (10) is reserved, whereby a function for calculating an optimal parameter combination for the service vehicle (10) to provide the selected service is used and adjusted for the adjustment of the service vehicle parameters by - the space in the service vehicle is monitored by a camera in order to capture the customer's emotional state by evaluating the camera data, by analyzing the camera data in relation to the customer's facial expressions and / or gestures (320), - the customer's emotional state is recorded during service provision, - checks whether the service employee or the customer makes any manual adjustments to the service vehicle parameters during the service provision; - in the case of a manual adjustment of the service vehicle parameters, the customer's emotional state is recorded after the service vehicle parameter change, - the function for calculating the optimal parameter combination is adjusted if the manual adjustment of the service vehicle parameters has led to positive emotions in the customer.

Description

[0001] The proposal concerns the technical field of mobile services offered in vehicles. These services can also be offered while the vehicle is in motion. The proposal further includes a suitably designed device for carrying out the procedure, as well as a motor vehicle and a computer program.

[0002] Intensive work is currently underway on technologies that will eventually enable autonomous driving. In the near future, it can be assumed that the introduction of autonomous vehicles will open up comprehensive new application possibilities through the use of newer technologies (vehicle-to-vehicle communication, databases, backend connectivity, cloud services, server deployment, vehicle sensors, etc.).

[0003] This will open up a wide range of new possibilities for using vehicles in the future. This also applies to the service sector. In the future, it will be possible to offer many types of services even while the vehicle is in motion. Initial efforts in the area of ​​mobile services include a mobile hair and beauty salon, a consulting or coaching area in a vehicle, or the offering of various prepared foods or drinks in vehicles.

[0004] German patent application DE 10 2014 013 672 A1 proposes a method for the computer-aided operation of a vehicle rental system. Based on user input, which includes at least information about the start and end dates of a vehicle rental as well as a user ID, a vehicle booking is carried out in a computer-aided booking system.

[0005] German patent DE 20 2005 021 147 U1 describes a mobile branch for a financial institution. This branch houses various zones within a single-axle trailer, including a cashier / counter area, a customer service area, and a sanitary area. The trailer is towed by a tractor unit.

[0006] From WO 98 / 33336 A2, a system for telephone-based dispatch of mobile service providers, in particular taxis, to customers is known, wherein each service provider is equipped with a mobile phone and a subscriber memory in which at least one identifier of the service provider is stored. A central office is further provided, which can be connected to each service provider via the mobile network. At the central office, the caller's approximate or precise location is determined based on their telephone number or a code dialed by them. Based on this location, the sector in which this location is situated, or the sector closest to it, is identified, after which the caller is connected via the mobile network to the service provider with the highest priority in the queue of the corresponding sector.

[0007] Radar sensors that make it possible to classify people according to heart rate, height, weight, gender and age are described in Mahler, MN: Radar-based sensor concepts for the vehicle interior, Göttingen: Cuvillier Verlag, 2005. pp. 43-44. - ISBN 9783865377166.

[0008] Sensors that enable driver fatigue detection are also revealed in ToF sensors, suitable for driver condition monitoring, www.elektroniknet.de / elektronikautomotive / assistenzsysteme / tof-sensoren-fit-fuer-fahrerzustandserfassung-114936.html, November 24, 2014. These sensors operate according to the Time-of-Flight detection mechanism based on light beams.

[0009] German patent DE 10 2018 113 258 A1 relates to a method for displaying information about a vehicle in the vicinity of a user. Upon sending a request to a remote server, vehicle information is received and displayed on a mobile portable device, such as a smartphone.

[0010] Finally, DE 11 2017 007 797 T5 describes a vehicle safety procedure for autonomous vehicles, which determines an access key assigned to a route and transmits it to a user. The vehicle safety system includes a passenger vital signs management device that can monitor a passenger's vital signs such as heart rate, respiratory rate, stress level, emotional state, and the like.

[0011] By optimizing the allocation between end customer and service vehicle and service employee, the ergonomics for the service employee and the end customer, and therefore also the service quality, should be improved.

[0012] This task is solved by a method for computer-based mediation of mobile services according to claim 1.

[0013] The dependent claims include advantageous further developments and improvements of the invention in accordance with the following description of these measures.

[0014] The proposed method for computer-based mediation of mobile services, where the mobile services are provided in a service vehicle, consists of an administration server of a service booking portal receiving a request for a mobile service from a customer. The administration server then sends a corresponding search query to a service vehicle database containing the available service vehicles. A key feature is that the administration server adjusts the service vehicle parameters based on additional customer information stored in a customer master data database. Using these adjusted parameters, the administration server selects potentially suitable service vehicles and provides the list to the customer. The administration server then receives a service vehicle selection from the customer.The selected service vehicle is then reserved by the administration server. A function is used to calculate an optimal parameter combination for the service vehicle to provide the selected service. This function is configured as follows: The interior of the service vehicle is monitored by a camera. The customer's emotional state is assessed by analyzing the camera data, specifically focusing on facial expressions and / or gestures. The customer's emotional state during service provision is recorded. The system also checks whether the service employee or the customer manually adjusts the service vehicle parameters during service provision.In the case of a manual adjustment of the service vehicle parameters, the customer's emotional state after the service vehicle parameter change is recorded. The function for calculating the optimal parameter combination is adjusted if the manual adjustment of the service vehicle parameters has led to positive emotions in the customer.

[0015] This method has the advantage that by optimizing the assignment of end customers and service vehicles with the corresponding service technicians, and by automatically adjusting service vehicle parameters, ergonomics are improved for both the service technician and the end customer. This increases service quality for the end customer and facilitates service delivery for the service technician.

[0016] For the implementation of the process, it is advantageous to determine a range of adjustments for the service vehicle parameters based on customer information and service characteristics, which is then taken into account when selecting the service vehicle. This initially broadens the selection of service vehicles and allows more service vehicles to be offered to the customer.

[0017] It is advantageous to also consider the contextual information in the service request when determining the scope for adjustment.

[0018] Exemplary embodiments of the invention are shown in the drawings and are explained in more detail below with reference to the figures.

[0019] They show: Fig. 1. The basic network architecture for V2V and V2X communication; Fig. 2. A representation of an autonomous vehicle specialized for the provision of a mobile service; Fig. 3. An overview plan of the steps and components necessary for the provision of service vehicles; Fig. 4. A flowchart for a computer program for the dispatch of service vehicles; Fig. 5. A detailed flowchart for the process of identifying potentially suitable service vehicles; Fig. 6. A detailed flowchart for determining the suitability of a service vehicle, taking into account parameter adjustments; Fig. 7. A detailed flowchart for the process step of selecting a service vehicle from the offered list of suitable service vehicles by the end user; Fig. 8 a detailed flowchart for the process step of adjusting the service vehicle parameters to prepare for the provision of the service in response to the service vehicle selection; Fig. 9 a detailed flowchart for the process step of adjusting the service vehicle parameters in response to the service progress and changing influencing factors during the provision of the service; Fig. 10. A detailed flowchart for the process step of optimizing the function for automatic service vehicle parameter determination in response to manual service vehicle parameter adjustments and with regard to the emotional impact of parameter adjustments; and Fig. 11 A detailed flowchart for the process step of optimizing the function for automatic service vehicle parameter determination in response to the service evaluations by the service employee.

[0020] The present description illustrates the principles of the inventive disclosure. It is therefore understood that those skilled in the art will be able to design various arrangements which, although not explicitly described here, embody principles of the inventive disclosure and which are also intended to be protected in their scope.

[0021] Fig. Figure 10 shows the system architecture for the proposal. Reference numeral 10 denotes a vehicle, in particular a car. A passenger car is shown. It can be any type of vehicle. Examples of other vehicle types are: camper vans, buses, motorcycles, bicycles, commercial vehicles, in particular trucks, agricultural machinery, construction machinery, etc. The invention could generally be used with land vehicles, watercraft, and aircraft, in particular helicopters and air taxis. Vehicle 10 is equipped with a communication module 160, which includes one or more corresponding antennas, so that vehicle 10 can participate in any form of radio communication service. In particular, a mobile communication service is intended. Fig. Figure 1 shows that the vehicle can send and receive 10 signals to and from a base station 210 of a mobile communications provider.

[0022] Such a base station 210 can be an eNodeB base station of an LTE (Long Term Evolution) or 5G mobile network operator. The base station 210 and the associated equipment are part of a mobile communications network with a multitude of network cells, each cell being served by a base station 210. When the vehicle 10 passes through a cell and approaches the edge of the cell's coverage area, a handover process takes place.

[0023] The network architecture is explained using the example of the LTE (Long Term Evolution) network architecture and includes the three subsystems: User Equipment (UE), Access Network (AN) and Core Network (CN).

[0024] In LTE networks, E-UTRAN is the access network for LTE; it uses the OFDMA modulation technique in the radio interface for communication with the user equipment (UE). An Evolved Packet Core (EPC) 200 is used in the core network to provide an all-IP architecture, enabling access to various services, such as the internet. The UE can be a personal device, such as a smartphone, smartwatch, tablet, notebook, laptop, or similar device.

[0025] The connection between the physical devices in both the EPC 200 and the E-UTRAN is established via IP network-based technologies, making the transport network a typical IP network. In this way, every LTE network infrastructure contains IP elements such as routers, DHCP servers, and DNS servers. This allows the data packets of the messages to be routed in the usual manner.

[0026] Base station 210 in Fig. Vehicle 1 is positioned near a main road on which vehicles 10 travel. Vehicles 10 are equipped with an on-board connectivity module OCU 160. This OCU module is an LTE communication module that allows vehicle 10 to receive and send mobile data.

[0027] The eNodeBs are interconnected via the X2 interface over LTE. The eNodeBs are also connected to the EPC (Evolved Packet Core) 200 via the S1 interface.

[0028] The various interfaces of the 5G network architecture are standardized. Reference is made in particular to the various publicly available specifications to sufficiently reveal further details of the implementation. As a modern example of a mobile communications standard, reference is made to the 3GPP initiative and the LTE (Long Term Evolution) standard. Many of the associated ETSI specifications are available. For example: ETSI TS 136 213 V13.0.0 (2016-05); Evolved Universal Terrestrial Radio Access (E-UTRA); Physical layer procedures (3GPP TS 36.213 Version 13.0.0 Release 13).

[0029] Fig. Figure 1 shows this general architecture. The base station 210 is connected to the EPC 200 via the S1 interface, and the EPC 200 is connected to the Internet 300. Reference number 320 designates a customer computer, also connected to the Internet 300. Reference number 330 designates a data center that hosts a booking portal for mobile services. Finally, an infrastructure network component is also shown. This is exemplified by a roadside unit (RSU), 310. To simplify the implementation, it is assumed that all components have been assigned an Internet address, typically in the form of an IPv6 address, so that the packets carrying messages between the components can be routed accordingly.

[0030] The inventive method for brokering mobile services is explained in detail below using an exemplary embodiment. Alternative embodiments are also discussed.

[0031] Fig. Figure 2 shows a service vehicle 10. It offers a sufficiently large interior space, necessary for providing the mobile service. Therefore, the service vehicle is more accurately classified as a commercial vehicle than a passenger car. It can be the same size and have the same body style for many different mobile services. Additionally, the vehicle is equipped with autonomous driving capabilities. This allows the mobile service to be offered even while en route from a pick-up point to a destination. The vehicle's equipment is determined by the type of mobile service to be provided in the service vehicle 10. It is entirely possible for the service vehicle to be equipped to provide several different services. In the example shown, the service vehicle is equipped with a sales area.It is evident that many different things can be offered for sale with such equipment.

[0032] The range of services that can be offered in such vehicles is diverse. A few examples are mentioned, but this list is by no means exhaustive.

[0033] Consultations, sales, restaurant, street food, café, bar, repair shop, medicine, health check, pharmacy, psychologist, light therapy, wellness, massage, hairdresser, beauty salon, nail salon, optician, flower shop, shoe shop, grocery store, travel agency, etc.

[0034] To offer such mobile services cost-effectively, the idea is that a vehicle manufacturer would produce and equip the service vehicles and maintain a pool of vehicles that could be rented by the respective service providers. The service provider would pay a usage fee to the vehicle manufacturer. Customers would be offered the various services via a portal and could select a service. The vehicle manufacturer or another service provider would then provide a selection of service vehicles suitable for delivering the service. Factors such as the availability of a suitable service vehicle near the customer are also important. Therefore, the selection of suitable service vehicles also takes into account the location where the customer wishes to use the service.

[0035] Fig. Figure 3 shows an overview diagram of the various components for the software implementation of the intermediary service. Reference number 320 represents a customer who, in step S1, can submit a service request via the internet using a computer, laptop, tablet, smartphone, or other internet-enabled personal device through a corresponding booking portal 20. The booking portal is also referred to as the service hailing portal. The service request is sent to the data center 330 of the mobile services administrator. The request is processed in data center 330 by one or more computers. In step S2, a context analysis takes place on an administration server. Typically, the service portal through which requests are submitted can have a detailed, structured form. This could guide the user to provide certain mandatory information that is essential for determining the service.Typically, the following information is requested for service provision: name, age, place of residence, location, starting point, destination, date, time, and type of service. In addition, the customer has the option of entering free text to communicate specific special requests or points that should be considered. This information is evaluated during the context analysis. Furthermore, other conditions that must also be taken into account for service provision can be considered. This is indicated by reference numbers 22 and 24.

[0036] Reference number 22 concerns the transmission of external parameters for service provision. Examples of service-relevant data include customer master data, usage profile data, and market-specific data. Reference number 24 concerns external information sources such as weather data from weather stations.

[0037] Step S2 of the context analysis yields the various service mobile parameters for the desired mobile service. These parameters undergo an initial adjustment in step S3. This adjustment is based on the additional customer information stored in a corresponding customer database 30. The precise form of this adjustment is explained in more detail below.

[0038] In step S4, the service vehicle parameters are used to find a selection of suitable service vehicles in a service vehicle database 40. In step S5, the found service vehicles are sorted according to their suitability for the desired service. The list is made available to the customer 320 via the booking portal 20. The customer then selects their preferred service vehicle, also via the booking portal 20, in step S6. This is followed by the customization of the selected service vehicle in step S7. This includes preparing the service vehicle. The vehicle must be loaded with consumables, goods, etc., according to the booked service. It must also be refueled or charged with electricity for the booked trip. The service resource calculation can take place in a separate step S8. The results of the context analysis from step S2 can also be used for this purpose.In step S8, the route for the planned trip is calculated. For this purpose, a route database 50, containing previously calculated routes, can be accessed. Once the service vehicle is prepared, the booked trip will take place at the desired time. The trip itself takes place in step S9.

[0039] Reference number 60 refers to a rating database containing ratings from service employees (62), the results of sensor data analysis from trips for the respective customer (64), and ratings from the respective customer (66). Step S10 involves a subsequent adjustment of the customer information recorded in the customer master database (30). This step will be explained in more detail below.

[0040] The Fig. Figure 4 shows the sequence of various basic steps in the service vehicle dispatch process in flowchart form. Z1 denotes the program start. In step Z2, potential service vehicles suitable for providing the requested service are searched for. In step Z3, the search is expanded by adjusting the service parameters used for the search. As a result, a list of service vehicles is offered to the customer. In program step Z4, the customer selects a service vehicle. In program step Z5, the service vehicle parameters are automatically adjusted in response to the service vehicle selection in preparation for the service. In program step Z6, the service vehicle parameters are further adjusted in response to the service progress and any changes in influencing factors during the service process.In program step Z7, the function for automatic service vehicle parameter determination is optimized by addressing manual service parameter adjustments during the service process and also considering the emotional impact of such adjustments on the customer. In program step Z8, the function for automatic service vehicle parameter determination is further optimized by considering the service employee's service evaluation. The program concludes in program step Z9.

[0041] Next, program step Z2 for identifying potential service vehicles will be explained in more detail. This step, which can also be considered a subroutine, executes several other program steps. The corresponding flowchart for this program is shown in Fig. Figure 5 shows the program start, labeled A1. Program step A2 determines the characteristics of the service request submitted by the customer. This corresponds to the context analysis of step S2. Simultaneously, program step A3 determines the service vehicle parameters that are important for providing the requested service. Program step A4 then selects a service vehicle. Query A5 checks whether the selected service vehicle has the required characteristics. This is done using database 40, which contains the service vehicles and their characteristics. A service vehicle is rejected if it does not meet the required service vehicle parameters. If it does, it is added to a results list. In this way, suitable service vehicles are successively found in database 40. The location of the service vehicles is also taken into account.Service vehicles whose location is too far away for service provision are therefore filtered out. The search results list the service vehicles that possess the relevant characteristics determined based on the service request. This list is then made available for further use in program step A6.

[0042] Fig. Figure 6 shows the program flow used to implement step Z3. The program start is labeled B1. In program step B2, the characteristics of the service request submitted by the customer are determined again. In program step B3, the characteristics of the service employee qualified to provide the service are determined. In program step B4, the customer characteristics are determined. For this purpose, the service request is evaluated accordingly, and the customer database 30 is searched for recorded customer characteristics. In program step B5, the service vehicle parameter range is determined. This can be derived from the customer information. For example, the interior dimensions of the service vehicle can be determined here. The parameter range would refer to the area that can be adjusted by changing the seat position.A more complex example involves a service vehicle for a hairdressing service. The range of parameters could be limited because there is no longer enough hair care product available for three people. As a result, the service vehicle can then only accommodate a maximum of two customers instead of the usual three.

[0043] In program step B6, contextual information is determined. This contextual information can be derived from the pick-up or destination location. Nearby locations can then be taken into account. Other examples of contextual information include the time of the service request, public information about major events, and the customer's previous movement patterns (walking, cycling, sports activities, dancing, etc.). In program step B8, the list of suitable service vehicles from step A6 is adopted. In program step B9, the current characteristics of the potentially suitable service vehicles are determined. The corresponding information is retrieved from the service vehicle database 40. In program step B10, one of the service vehicles from the list is selected. In program step B7, the optimal parameter combination for the selected service vehicle is then calculated.In query B11, the program checks whether the service vehicle can meet the requirements by adjusting its parameters. Referring to the previously mentioned example, this check can determine if the seat can be adjusted to accommodate people who are 2 meters tall. In the example of hairdressing services, the shampoo can be rationed because the user is known to have short hair. If not, the program returns to program step B10, where the next service vehicle in the list is selected. If the service vehicle can meet the requirements with a parameter adjustment within the available range, an entry is created in a list of service vehicles with a service request-specific parameter combination. Query B13 checks whether there are any other potential service vehicles in the list from program step A6. If so, the program returns to step B10.Because of the more specific calculation of the optimal parameter combination, the list generated in PS B12 will be smaller than the list from PS A6. In the following PS B14, it is checked whether the list from PS B12 contains any entries at all. If not, the corresponding information, that no suitable service vehicles could be found, is output to customer 320 in PS B17. Otherwise, the list from B12 is sorted in PS B15 according to suitability based on the optimal parameter combination. The result is output to the customer in program step B16. This program section ends in PS B18.

[0044] Fig. Figure 7 shows the flow of another program section for implementing process step Z4. This program section starts in PS C1. In PS C2, the sorted list from PS B16 is output to the customer. The customer manually selects the desired service vehicle in PS C3. If no selection is made, the program ends in PS C5. Otherwise, the selected model is declared in PS C4 as the selected model for the subsequent program sections.

[0045] Fig. Figure 8 shows the sequence of the subsequent program section for implementing process step Z5. The program start is labeled D1. In PS D2, the individual parameter settings are sent to the selected service vehicle, declared in PS C4, for preparation. In PS D3, a status check of the selected service vehicle is performed. Then, in PS D4, it is checked whether there is a blockage of service vehicle parameter adjustments during the status check. In the example of a hairdressing service, it can be checked whether a hair clipper no longer has sufficient battery charge. A blockage could also occur if the fill level of the conditioner is too low or if another consumable is depleted. In this case, the program waits until the service technician removes the blockage. If there is no blockage, the parameters are adjusted in PS D5 according to the specifications from PS D2. The program ends in PS D6.

[0046] Fig. Figure 9 shows the flow of the program section for implementing process step Z6. The program start is labeled E1. This program section is executed during service delivery. In PS E2, factors influencing service delivery are collected. In query E3, it is checked whether the collected values ​​of the possible influencing factors have changed significantly. If not, the program branches back to PS E2 for further continuous monitoring of the influencing factors. If a significant change in an influencing factor is detected in query E3, PS E4 calculates the optimal service vehicle parameter combination that is possible for continuing service delivery under the changed circumstances. Simultaneously, further influencing factors are collected in PS E2. In query E5, it is then checked whether the adjustment of the calculated service vehicle parameter combination is blocked.If so, the program branches back to PS E2. In PS E6, it then checks whether information from the service employee or the end customer is required. If so, the service employee or the end customer is informed in PS E7. If not, this PS is skipped. In PS E8, a further check is performed to see if approval from the service employee or the end customer is necessary. If so, this approval is obtained in PS E9. In PS E10, the service vehicle parameters are adjusted. The program ends in PS E11.

[0047] Fig. Figure 10 shows the flow of the program section for implementing process step Z6. This program section starts after manual service parameter adjustments have been registered. The program start is labeled F1. In PS F2, it is recorded whether the service has been provided. In PS F3, the customer's emotional state during and after the service is provided is evaluated. This can be done by analyzing the recorded video data. The space in the service vehicle where the service is provided is therefore monitored by camera. The video data analysis can be performed to capture the customer's emotional state. This can be done using analysis algorithms for the customer's facial expressions and gestures. If the customer feels uncomfortable, this will be reflected in their facial expressions and gestures. Often, a customer will become restless and fidget in their chair when they feel uncomfortable.This can be evaluated. Conversely, the customer will be calm and show a satisfied or smiling face if they are calm, relaxed, and satisfied with the service. In program step F4, the current state of certain service vehicle parameters is recorded. This can be done by measurement. For example, the program records the musical mood of the multimedia playback, the lighting settings, or the olfactory atmosphere in the vehicle. In query F5, it is checked whether the service employee or the customer has manually adjusted the service vehicle parameters. If not, the program returns to program step F3. Otherwise, the two subsequent program steps, F6 and F7, take place either concurrently or sequentially. In program step F6, the service vehicle parameter changes are preferably stored along with the context data.In PS F7, the customer's emotional state after the parameter change is also temporarily stored. In PS F8, this information is used to create a list containing the service vehicle parameter changes, including contextual data and information about the changes in the customer's emotional state. In PS F9, the function for calculating the optimal parameter combination for service vehicle 10 to provide the selected service is adjusted. The function is modified to take into account parameter changes that resulted in positive emotions for the customer. In PS F10, the adjusted calculation function is implemented in the system. This modified calculation function will then be used for future service referrals. The program ends in PS F10.

[0048] Fig.Figure 11 shows the flow of the program section for implementing process step Z7. This program section serves to incorporate service evaluations from the service employee. A similar program can also incorporate service evaluations from the end customer. The program start is designated with reference number G1. In PS G2, the configured service vehicle parameters for the delivered service are recorded. In PS G3, the program checks whether a service evaluation from the service employee is available. If not, the program ends in PS G6. If an evaluation exists, a list of the evaluated services, including the recorded parameters, is generated in PS G4. In PS G5, the calculation function is adapted again, assigning an optimal parameter combination for the service vehicle 10 to a requested service. In PS G6, the adapted calculation function is applied to the system.The program ends in PS G7.

[0049] All examples mentioned herein, as well as conditional formulations, are to be understood without limitation to such specifically cited examples. For instance, it is recognized by experts that the block diagram shown here represents a conceptual view of an exemplary circuit arrangement. Similarly, it is understood that a flowchart, state transition diagram, pseudocode, and the like are different ways of representing processes that are essentially stored in computer-readable media and can thus be executed by a computer or processor.

[0050] It should be understood that the proposed method and associated apparatus can be implemented in various forms of hardware, software, firmware, specialized processors, or a combination thereof. Specialized processors can include application-specific integrated circuits (ASICs), reduced instruction set computers (RISCs), and / or field-programmable gate arrays (FPGAs). Preferably, the proposed method and apparatus are implemented as a combination of hardware and software. The software is preferably installed as an application program on a program storage device. Typically, this is a machine based on a computer platform that includes hardware such as one or more central processing units (CPUs), random access memory (RAM), and one or more input / output (I / O) interfaces. An operating system is also typically installed on the computer platform.The various processes and functions described here may be part of the application program or a part that is executed via the operating system.

[0051] The disclosure is not limited to the embodiments described here. There is scope for various adaptations and modifications that a person skilled in the art would consider based on their expertise and in relation to the disclosure itself. Reference symbol list 10 Service vehicles 12 observation sensors 20 management servers 22 External parameter consideration 24 external data sources 30 customer database 40 Service Mobile Database 50 route calculation database 60 rating database 70 computer equipment 160 Communication module 200 Core Network EPC 210 Mobile phone base station 300 Internet 310 Infrastructure network component 320 customers 330 Data center of a service portal A1 - A7 different program steps of a first program part B1 - B18 different program steps of a second program part C1 - C5 different program steps of a 3rd program part D1 - D6 different program steps of a 4th program part E1 - E11 different program steps of a 5th program part F1 - F11 different program steps of a 5th program part G1 - G7 different program steps of a 5th program part S1 Service Request S2 Context Analysis S3 Adaptation of service vehicle parameters S4 Inquiry to Service Mobile Database S5 Sorting of selection results S6 Selection of a service vehicle S7 Preparation of the service vehicle S8 Calculation of the resources required for service provision S9 Service Trip S10 Adaptation of service vehicle parameters to the customer profile Z1 - Z9 different process steps of the procedure

Claims

Method for computer-based mediation of mobile services, wherein the mobile services are provided in a service vehicle (10), wherein an administration server (20) of a service booking portal receives a request for the provision of a mobile service from a customer (320), submits a corresponding search query to a service vehicle database (40) in which available service vehicles (10) are recorded, adjusts service vehicle parameters based on additional customer information recorded in a customer master database (30), provides a selection of potentially suitable service vehicles (10) to the customer according to the adjusted service vehicle parameters, receives a service vehicle selection from the customer (320), and reserves the selected service vehicle (10).wherein a function for calculating an optimal parameter combination for the service vehicle (10) for providing the selected service is used for adjusting the service vehicle parameters and this is adjusted by: - ​​monitoring the space in the service vehicle with a camera in order to capture the customer's emotional state by evaluating the camera data, by evaluating the camera data through image analysis related to the customer's facial expressions and / or gestures (320); - capturing the customer's emotional state during the service provision; - checking whether the service employee or the customer manually adjusts the service vehicle parameters during the service provision; - in the case of a manual adjustment of the service vehicle parameters, capturing the customer's emotional state after the service vehicle parameter change; - adjusting the function for calculating the optimal parameter combination.if the manual adjustment of the service vehicle parameters has led to positive emotions in the customer. Method according to claim 1, wherein an adjustment margin for the service vehicle parameters is determined from the customer characteristics and the service characteristics, which is taken into account when selecting the service vehicle. Method according to claim 2, wherein context information in the service request is taken into account for determining the scope of adjustment.

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