System and method for detecting unexpected service button key

Abstract

A computer-implemented method, when executed by data processing hardware, causes the data processing hardware to perform operations that include receiving a service request associated with a service request button of a vehicle, receiving one or more service button engagement score inputs, each service button engagement score input associated with a respective vehicle state, calculating a service request confidence score based on the one or more service button engagement score inputs, assigning a service request cancel period based on the one or more service button engagement score inputs, determining whether a cancel request is received within the service request cancel period, and either cancelling the service request when the cancellation request is received within the service request cancellation period, or sending the service request to the service provider when the cancellation request is not received within the service request cancellation period.

Description

Technical Field

[0001] The information provided in this section is for the purpose of generally presenting the context of the present disclosure. The work of the presently named inventors, to the extent it is described in this section and in aspects of the description that may not qualify as prior art at the time of filing, is neither explicitly nor implicitly admitted to be prior art against the present disclosure.

[0002] The present disclosure relates generally to a system and method for detecting accidental or unintentional engagement of a service request button in a vehicle, and more particularly to scoring the likelihood that the engagement was accidental so that a service response can be prioritized. Background Art

[0003] Modern vehicles are often equipped with a service request button that allows a vehicle occupant to communicate directly with a vehicle service center or request emergency services. For example, in the event of an accident or vehicle breakdown, a vehicle occupant may initiate a call to a vehicle service center to request emergency assistance at the vehicle's location. Occasionally, a vehicle occupant may inadvertently press a service request button, thereby initiating a service request to a vehicle service center. Although a vehicle occupant may attempt to cancel an unintentional service request, the vehicle service center must still check and confirm that the service request was unintentional before it is released or canceled. As a result, these unintentional service requests require a significant amount of advisor time to ensure that the button engagement was intentional, which results in excessive costs. Summary of the invention

[0004] One aspect of the present disclosure provides a computer-implemented method that, when executed by data processing hardware, causes data processing hardware to perform operations including receiving a service request associated with a service request button of a vehicle, receiving one or more service button engagement score inputs, each service button engagement score input being associated with a corresponding vehicle state, calculating a service request confidence score based on the one or more service button engagement score inputs, assigning a service request cancellation period based on the one or more service button engagement score inputs, determining whether a cancellation request is received within the service request cancellation period, and canceling the service request when the cancellation request is received within the service request cancellation period, or sending the service request to a service provider when the cancellation request is not received within the service request cancellation period.

[0005] Implementations of the disclosure may include one or more of the following optional features. In some examples, the method includes determining a service request history including an aggregate number of service requests associated with the vehicle, and when the aggregate number of service requests equals one, initiating a service button prompt.

[0006] In some embodiments, one or more service button engagement score inputs include at least one of: number of service button engagements, service button engagement duration, call button engagement status, diagnostic trouble code status, vehicle location status, vehicle operation status, automatic braking event status, vehicle weather conditions, vehicle related call status, vehicle alarm status, vehicle emergency status, adjacent button engagement status, vehicle child occupant status, vehicle mirror adjustment status, or vehicle operator history.

[0007] In some examples, calculating the service request confidence score includes increasing the service request confidence score based on a first of the one or more service button engagement scoring inputs, or decreasing the service request confidence score based on a second of the one or more service button engagement scoring inputs.

[0008] In some configurations, calculating the service request confidence score includes increasing the service request confidence score based on at least one of a service button engagement count, a service button engagement duration, a call button engagement status, a diagnostic trouble code status, a vehicle location status, a vehicle operating status, an automatic braking event status, a vehicle weather condition, a vehicle-related call status, a vehicle alarm status, or a vehicle emergency status.

[0009] In some implementations, calculating the service request confidence score includes reducing the service request confidence score based on at least one of an adjacent button engagement state, a vehicle child occupant state, a vehicle mirror adjustment state, and a vehicle position state.

[0010] In some configurations, assigning a service request cancellation period based on one or more service button engagement score inputs includes determining whether a calculated service request confidence score exceeds a first threshold, and assigning a first service request cancellation period having a first duration when the calculated service request confidence score does not exceed the first threshold, or assigning a second service request cancellation period having a second duration when the calculated service request confidence score exceeds the first threshold, the second duration being less than the first duration.

[0011] Another aspect of the present disclosure provides a system having processing hardware and memory hardware in communication with the data processing hardware. The memory hardware stores instructions that, when executed on the data processing hardware, cause the data processing hardware to perform operations. These operations include receiving a service request associated with a service request button of a vehicle, receiving one or more service button engagement score inputs, each service button engagement score input being associated with a corresponding vehicle state, calculating a service request confidence score based on the one or more service button engagement score inputs, allocating a service request cancellation period based on the one or more service button engagement score inputs, determining whether a cancellation request is received within the service request cancellation period, and canceling the service request when a cancellation request is received within the service request cancellation period. Or when the cancellation request is not received within the service request cancellation period, sending the service request to a service provider.

[0012] Implementations of this aspect of the disclosure may include one or more of the following features. In some examples, operations include determining a service request history including an aggregate number of service requests associated with the vehicle, and when the aggregate number of service requests equals one, initiating a service button prompt.

[0013] In some embodiments, one or more service button engagement score inputs include at least one of: number of service button engagements, service button engagement duration, call button engagement status, diagnostic trouble code status, vehicle location status, vehicle operation status, automatic braking event status, vehicle weather conditions, vehicle related call status, vehicle alarm status, vehicle emergency status, adjacent button engagement status, vehicle child occupant status, vehicle mirror adjustment status, or vehicle operator history.

[0014] In some configurations, calculating the service request confidence score includes increasing the service request confidence score based on a first of the one or more service button engagement scoring inputs, or decreasing the service request confidence score based on a second of the one or more service button engagement scoring inputs.

[0015] In some embodiments, calculating the service request confidence score includes increasing the service request confidence score based on at least one of a service button engagement count, a service button engagement duration, a call button engagement status, a diagnostic trouble code status, a vehicle location status, a vehicle operating status, an automatic braking event status, a vehicle weather condition, a vehicle-related call status, a vehicle alarm status, or a vehicle emergency status.

[0016] In some examples, calculating the service request confidence score includes reducing the service request confidence score based on at least one of an adjacent button engagement state, a vehicle child occupant state, a vehicle mirror adjustment state, and a vehicle position state.

[0017] In some configurations, assigning a service request cancellation period based on one or more service button engagement score inputs includes determining whether a calculated service request confidence score exceeds a first threshold, and assigning a first service request cancellation period having a first duration when the calculated service request confidence score does not exceed the first threshold, or assigning a second service request cancellation period having a second duration when the calculated service request confidence score exceeds the first threshold, the second duration being less than the first duration.

[0018] An additional aspect of the present disclosure provides a vehicle management system. The vehicle management system includes a communication system, data processing hardware, and memory hardware in communication with the data processing hardware, the communication system including a service request button associated with a service request. The memory hardware stores instructions that, when executed on the data processing hardware, cause the data processing hardware to perform operations. These operations include receiving a service request associated with a service request button, receiving one or more service button engagement scoring inputs, each service button engagement scoring input being associated with a corresponding vehicle environmental condition, calculating a service request confidence score based on one or more service button engagement scoring inputs, allocating a service request cancellation period based on one or more service button engagement scoring inputs, determining whether a cancellation request is received within the service request cancellation period, and canceling the service request when a cancellation request is received within the service request cancellation period. Or when the cancellation request is not received within the service request cancellation period, sending the service request to a service provider.

[0019] Implementations of this aspect of the disclosure may include one or more of the following optional features. In some examples, the vehicle management system includes determining a service request history including an aggregate number of service requests associated with the vehicle, and initiating a service button prompt when the aggregate number of service requests equals 1.

[0020] In some embodiments, one or more service button engagement score inputs include at least one of: number of service button engagements, service button engagement duration, call button engagement status, diagnostic trouble code status, vehicle location status, vehicle operation status, automatic braking event status, vehicle weather conditions, vehicle related call status, vehicle alarm status, vehicle emergency status, adjacent button engagement status, vehicle child occupant status, vehicle mirror adjustment status, or vehicle operator history.

[0021] In some configurations, calculating the service request confidence score includes increasing the service request confidence score based on a first of the one or more service button engagement scoring inputs, or decreasing the service request confidence score based on a second of the one or more service button engagement scoring inputs.

[0022] In some examples, calculating the service request confidence score includes increasing the service request confidence score based on at least one of a service button engagement number, a service button engagement duration, a call button engagement state, a diagnostic trouble code state, a vehicle location state, a vehicle operating state, an automatic braking event state, a vehicle weather condition, a vehicle related call state, a vehicle alarm state, or a vehicle emergency state. Calculating the service request confidence score includes decreasing the service request confidence score based on at least one of the adjacent button engagement state, the vehicle child occupant state, the vehicle mirror adjustment state, and the vehicle location state.

[0023] In some embodiments, allocating a service request cancellation period based on one or more service button reduction score inputs includes determining whether a calculated service request confidence score exceeds a first threshold, and allocating a first service request cancellation period having a first duration when the calculated service request confidence score does not exceed the first threshold, or allocating a second service request cancellation period having a second duration when the calculated service request confidence score exceeds the first threshold, the second duration being less than the first duration. BRIEF DESCRIPTION OF THE DRAWINGS

[0024] The drawings described herein are for illustrative purposes only of selected configurations and are not intended to limit the scope of the present disclosure.

[0025] Figure 1A is a schematic diagram of a vehicle environment including a vehicle management system according to the principles of the present disclosure;

[0026] Figure 1B is an enlarged schematic diagram showing an example of a vehicle management system according to the principles of the present disclosure;

[0027] Figure 2A It is shown Figure 1B A flow chart of the operation of the vehicle management system;

[0028] Figure 2B yes Figure 2A A detailed view of the flow chart showing the Figure 2A The confidence score input used in the method; and

[0029] Figure 2C yes Figure 2A Detailed view of a flowchart showing the sub-steps for calculating a service request confidence score.

[0030] Corresponding reference characters indicate corresponding parts throughout the several views of the drawings. DETAILED DESCRIPTION

[0031] Example configurations will now be described more fully with reference to the accompanying drawings. Example configurations are provided so that the present disclosure will be thorough and will fully convey the scope of the present disclosure to those of ordinary skill in the art. Specific details, such as examples of specific components, devices, and methods, are set forth to provide a thorough understanding of the configurations of the present disclosure. It will be apparent to those of ordinary skill in the art that specific details need not be employed, that example configurations may be embodied in many different forms, and that the specific details and example configurations should not be construed as limiting the scope of the present disclosure.

[0032] The terms used herein are only used for the purpose of describing specific exemplary configurations and are not intended to be limiting. As used herein, the singular articles "a", "an" and "the" may also be intended to include plural forms unless the context clearly indicates otherwise. The terms "comprises", "comprising", "including" and "having" are inclusive and therefore specify the presence of features, steps, operations, elements and / or parts, but do not exclude the presence or addition of one or more other features, steps, operations, elements, parts and / or groups thereof. The method steps, processes and operations described herein should not be interpreted as necessarily requiring them to be performed in the specific order discussed or shown, unless specifically identified as an execution order. Additional or alternative steps may be adopted.

[0033] When an element or layer is referred to as being "on another element or layer," "engaged to," "connected to," "attached to," or "coupled to" another element or layer, it may be directly on, directly engaged with, connected to, attached to, or coupled to another element or layer, or there may be intermediate elements or layers. Conversely, when an element is referred to as being "directly on another element or layer," "directly engaged to," "directly connected to," "directly attached to," or "directly coupled to" another element or layer, there may be no intermediate elements or layers. Other words used to describe the relationship between elements should be interpreted in a similar manner (e.g., "between" versus "directly between," "adjacent" versus "directly adjacent," etc.). As used herein, the term "and / or" includes any and all combinations of one or more associated listed items.

[0034] The terms "first", "second", "third", etc. may be used in this article to describe various elements, components, regions, layers and / or parts. These elements, components, regions, layers and / or parts should not be limited by these terms. These terms may only be used to distinguish an element, component, region, layer or part from another region, layer or part. Unless the context clearly indicates, terms such as "first", "second" and other numerical terms do not imply an order or sequence. Therefore, without departing from the teaching of the example configuration, the first element, component, region, layer or part discussed below may be referred to as a second element, component, region, layer or part.

[0035] In this application, including the definitions below, the term "module" may be replaced with the term "circuit". The term "module" may refer to, be a part of, or include an application specific integrated circuit (ASIC); a digital, analog, or mixed analog / digital discrete circuit; a digital, analog, or mixed analog / digital integrated circuit; a combinational logic circuit; a field programmable gate array (FPGA); a processor (shared, dedicated, or group) that executes code; a memory (shared, dedicated, or group) that stores code executed by the processor; other suitable hardware components that provide the described functionality; or a combination of some or all of the above, such as in a system on a chip.

[0036] The term "code" as used above may include software, firmware and / or microcode, and may refer to a program, a routine, a function, a class and / or an object. The term "shared processor" includes a single processor that executes some or all codes from multiple modules. The term "group processor" includes a processor that executes some or all codes from one or more modules in combination with an additional processor. The term "shared memory" covers a single memory that stores some or all codes from multiple modules. The term "group memory" includes a memory that stores some or all codes from one or more modules in combination with an additional memory. The term "memory" may be a subset of the term "computer-readable medium". The term "computer-readable medium" does not include transient electrical signals and electromagnetic signals propagated through the medium, and can therefore be considered to be tangible and non-transient memory. Non-limiting examples of non-temporary memory include tangible computer-readable media, which include non-volatile memory, magnetic memory, and optical memory.

[0037] The apparatus and methods described in this application may be implemented in part or in whole by one or more computer programs executed by one or more processors. The computer program includes processor executable instructions stored on at least one non-transitory tangible computer readable medium. The computer program may also include and / or rely on stored data.

[0038] Software applications (i.e., software resources) may refer to computer software that enables a computing device to perform tasks. Example applications include, but are not limited to, system diagnostic applications, system management applications, system maintenance applications, word processing applications, spreadsheet applications, messaging applications, media streaming applications, social networking applications, and gaming applications.

[0039] Non-transitory memory can be a physical device used to temporarily or permanently store programs (e.g., sequences of instructions) or data (e.g., program state information) for use by a computing device. Non-transitory memory can be volatile and / or non-volatile addressable semiconductor memory. Examples of non-volatile memory include, but are not limited to, flash memory and read-only memory (ROM) / programmable read-only memory (PROM) / erasable programmable read-only memory (EPROM) / electrically erasable programmable read-only memory (EEPROM) (e.g., commonly used for firmware, such as bootloaders). Examples of volatile memory include, but are not limited to, random access memory (RAM), dynamic random access memory (DRAM), static random access memory (SRAM), phase change memory (PCM), and disk or tape.

[0040] These computer programs (also referred to as programs, software, software applications, or code) include machine instructions for a programmable processor and may be implemented in high-level procedural and / or object-oriented programming languages ​​and / or assembly / machine languages. As used herein, the terms "machine-readable medium" and "computer-readable medium" refer to any computer program product, non-transitory computer-readable medium, apparatus, and / or device (e.g., disks, optical disks, memory, programmable logic devices (PLDs)) for providing machine instructions and / or data to a programmable processor, including machine-readable media that receive machine instructions as machine-readable signals. The term "machine-readable signal" refers to any signal for providing machine instructions and / or data to a programmable processor.

[0041] Various implementations of the systems and techniques described herein can be realized in digital electronic and / or optical circuits, integrated circuits, specially designed ASICs (application specific integrated circuits), computer hardware, firmware, software, and / or combinations thereof. These various implementations may include implementations in one or more computer programs executable and / or interpretable on a programmable system that includes at least one programmable processor, which may be special purpose or general purpose, coupled to receive data and instructions from a storage system, at least one input device, and at least one output device, and to send data and instructions to the storage system, at least one input device, and at least one output device.

[0042] The processes and logic flows described in this specification can be performed by one or more programmable processors (also referred to as data processing hardware), which execute one or more computer programs to perform functions by operating on input data and generating outputs. The processes and logic flows can also be performed by special logic circuits (e.g., FPGA (field programmable gate array) or ASIC (application-specific integrated circuit)). As an example, processors suitable for executing computer programs include both general-purpose and special-purpose microprocessors, and any one or more processors of any type of digital computer. Typically, the processor will receive instructions and data from a read-only memory or a random access memory or both. The basic elements of a computer are a processor for executing instructions and one or more memory devices for storing instructions and data. Typically, a computer will also include one or more mass storage devices (e.g., magnetic disks, magneto-optical disks, or optical disks) for storing data, or be operably coupled to receive data from it or transmit data to it or both. However, a computer does not need to have such a device. Computer-readable media suitable for storing computer program instructions and data include all forms of nonvolatile memory, media, and memory devices, including, for example, semiconductor memory devices, such as EPROM, EEPROM, and flash memory devices; magnetic disks, such as internal hard disks or removable disks; magneto-optical disks; and CD ROM and DVD-ROM disks. The processor and memory may be supplemented by, or incorporated in, special purpose logic circuitry.

[0043] To provide interaction with a user, one or more aspects of the present disclosure may be implemented on a computer having a display device (e.g., a CRT (cathode ray tube), LCD (liquid crystal display) monitor, or touch screen) for displaying information to the user and optionally a keyboard and pointing device (e.g., a mouse or trackball) through which the user can provide input to the computer. Other kinds of devices may also be used to provide interaction with the user; for example, the feedback provided to the user may be any form of sensory feedback, such as visual feedback, auditory feedback, or tactile feedback; and input from the user may be received in any form, including sound, voice, or tactile input. In addition, the computer may interact with the user by sending documents to and receiving documents from a device used by the user; for example, by sending a web page to a web browser on a user's client device in response to a request received from the web browser.

[0044] refer to Figure 1A and Figure 1B, an exemplary vehicle operating environment 10 is provided for illustrating the principles of the present disclosure. The vehicle operating environment 10 includes a vehicle 100, a vehicle service center 20, and a vehicle service provider 30. For illustration purposes, the vehicle operating environment 10 is shown to include a single vehicle service center 20 and a single vehicle service provider 30. However, in other examples, the vehicle operating environment 10 may include multiple vehicle service centers 20 and vehicle service providers 30 that communicate via a network 40 (e.g., the Internet, a cellular network). The vehicle service provider 30 may include an emergency service provider, such as fire, medical, or law enforcement services, or a vehicle maintenance service, such as a repair or towing service.

[0045] The vehicle 100 includes a vehicle management system 110, which includes a sensor system 120, a communication system 130, and a service request manager 140. As the vehicle 100 maneuvers around the environment 10, the sensor system 120 includes various sensor subsystems 122, 122a-123c configured to collect sensor data 123, 123a-123c related to characteristics of the environment 10 and / or the state of the vehicle 100. For example, the sensor subsystems 122 include a vehicle external sensor subsystem 122a configured to measure or obtain external environmental data 123a such as weather or surrounding objects (e.g., vehicles, pedestrians), an internal sensor subsystem 122b configured to measure internal environmental data 123b such as vehicle occupancy, and / or a vehicle state subsystem 122c configured to measure or obtain vehicle operating data 123c such as vehicle position and operating parameters. When the sensor system 120 collects sensor data 123, the computing system 150 is configured to store, process and / or transmit the sensor data 123 within the vehicle operating environment 10. In order to perform computing tasks related to the sensor data 123, the computing system 150 of the vehicle 100 includes data processing hardware 152 and memory hardware 154. The data processing hardware 152 is configured to execute instructions stored in the memory hardware 154 to perform computing tasks related to the operation and management of the vehicle 100. In general, the computing system 150 refers to one or more locations of the data processing hardware 152 and / or the memory hardware 154.

[0046] In some examples, computing system 150 is a local system located on vehicle 100 (e.g., a vehicle control unit). When located on vehicle 100, computing system 150 may be centralized (i.e., in a single location / area on vehicle 100, e.g., a vehicle control unit), decentralized (i.e., located at various locations around vehicle 100), or a hybrid combination of both (e.g., having a large portion of centralized hardware and a small amount of decentralized hardware). To illustrate some of the differences, a decentralized computing system 150 may allow processing to occur at an active location (e.g., at communication system 130), while a centralized computing system 150 may allow a central processing hub to communicate with systems located at various locations on vehicle 100 (e.g., communicating with communication system 130).

[0047] Additionally or alternatively, computing system 150 includes computing resources located remotely from vehicle 100. For example, computing system 150 can communicate with remote vehicle computing system 50 (e.g., a remote computer / server or cloud-based environment) via network 40. Much like computing system 150, remote vehicle computing system 50 includes remote computing resources, such as remote data processing hardware 52 and remote memory hardware 54. Here, sensor data 123 or other processed data (e.g., data processed locally by computing system 150) can be stored in remote vehicle computing system 50 and can be accessed by computing system 150. In some examples, computing system 150 is configured to utilize remote resources 52, 54 as an extension of computing resources 152, 154, such that resources of computing system 150 can reside on resources of remote vehicle computing system 50.

[0048] The communication system 130 of the vehicle 100 provides an interface for facilitating local communication at the vehicle 100 and external communication at the service center 20 and the service provider 30 via the network 40. In the illustrated example, the communication system 130 includes one or more communication buttons 132, 134, 136, including an emergency (SOS) service request button 132, a service call button 134, and an internal voice command button 136 for providing voice commands to the vehicle management system 110. The communication buttons 132, 134, 136 can be embodied as physical buttons integrated into the interior of the vehicle (e.g., steering wheel, rearview mirror), or as rendered buttons integrated into a touch-sensitive graphical user interface (e.g., vehicle infotainment system). Therefore, the communication buttons 132, 134, 136 are easily accessible to vehicle occupants. The vehicle communication system 130 can communicate with the computing system 150 and / or the remote vehicle computing system 50. Thus, upon engagement (e.g., pressing, touching) of one of the communication buttons 132, 134, 136, a corresponding communication request 133, 135 is sent from the communication system 130 to initiate communication. In particular, engagement of the support service request button 132 generates a support service request 133, and engagement of the service call button 134 generates a call request 135. As discussed herein, the support service request button 132 may be used a first time to generate a support service initiation request 133a, and may be used a second time to generate a support service cancellation request 133b. Alternatively, the communication system 130 may include a separate support service request button 132 for initiating and canceling the support service request 133.

[0049] Continue to refer Figure 1A and 1B , the vehicle management system 110 includes a service request manager 140, which is executed at the local vehicle computing system 150 and / or the remote vehicle computing system 50 in the manner previously described. The service request manager 140 is configured to receive the support service request 133 from the communication system 130, and determine the priority of the support service request 133 based on the sensor data 123, 123a-123b provided by the sensor system 120. More specifically, the service request manager 140 includes a confidence score calculator 142, which is configured to receive the support service initiation request 133a and to prioritize the support service request 133 by calculating the service request confidence score SRC calc To determine the likelihood that the support service initiation request 133a is intentionally initiated by the vehicle occupant, the service request confidence score SRC calc is provided as service request confidence score data 143. The service request manager 140 also includes a confidence score evaluator 144 configured to evaluate the service request confidence score data 143 and determine a calculated service request confidence score SRC calcWhether one or more threshold service request confidence scores SRC are met hresh , to provide a cancel request instruction 145 to the vehicle occupant via the vehicle user interface.

[0050] refer to Figures 2A-2C , a method 200 for determining the likelihood that a support service request 133 is intentional or unintentional is provided. At a first step 202, the method 200 is initiated. In practice, the method 200 may be initiated when a vehicle operator powers on the vehicle 100. At startup, the vehicle sensor system 120 begins collecting sensor data 123, 123a-123c from one or more of the external sensor subsystem 122a, the internal sensor subsystem 122b, and the vehicle status subsystem 122c at a data collection step 204. As discussed in more detail below, the confidence score calculator 142 may utilize the sensor data 123, 123a-123c as a service request scoring input 217 for calculating a service request confidence score SRC calc .

[0051] At another step 206, which may occur after or simultaneously with the data collection step 204, the vehicle management system 110 (e.g., the communication system 130) monitors the engagement of the emergency (SOS) service request button 132, and determines at step 208 whether the emergency (SOS) service request button 132 has been engaged. When the vehicle management system 110 determines that the emergency (SOS) service request button 132 has not been engaged, the vehicle management system 110 continues to monitor the engagement of the emergency (SOS) service request button 132. Conversely, when the service request manager 140 determines that the emergency (SOS) service request button 132 has been engaged, the vehicle management system 110 proceeds to step 210 and instructs the communication system 130 to send a support service initiation request 133a to the service request manager 140.

[0052] Optionally, the vehicle management system 110 may evaluate the engagement history of the emergency (SOS) service request button 132 stored in the memory hardware 54, 154 to determine whether the emergency (SOS) service request button 132 has been previously engaged. When the vehicle management system 110 determines at step 212 that the emergency (SOS) service request button 132 has not been previously engaged (i.e., this is the first time that the vehicle operator has pressed the emergency (SOS) service request button 132), the vehicle management system 110 instructs the communication system 130 to provide a service request initiation prompt at step 214. The prompt may include a visual prompt on a display of the vehicle 100 and / or an audio prompt provided through the vehicle audio system, and may include information for using the emergency (SOS) service request button 132.

[0053] When the vehicle management system 112 determines that the emergency (SOS) service request button 132 has been previously engaged (i.e., the answer to step 212 is "no"), the vehicle management system 112 instructs the communication system 130 to continue to send the support service initiation request 133a to the service request manager 140 for evaluation. At step 216, the confidence score calculator 142 receives the support service initiation request 133a and the sensor data 123, 123a-123b, and calculates the service request confidence score SRC calc .

[0054] refer to Figure 2B and 2C , details inputs 217, 217a-217o and sub-steps 216a-216q performed by the confidence score calculator 142 at step 216. The confidence score calculator 142 receives one or more of the confidence score inputs 217, 217a-217o and evaluates the confidence score inputs 217, 217a-217o at sub-steps 216a-216q to determine whether to increase the support request confidence score (SRC+) or decrease the support request confidence score (SRC-). Figure 2B and 2C , the first sub-step 216a includes evaluating a service button engagement count 217a, which identifies the number of times the emergency (SOS) service request button 132 has been engaged within a time period prior to the support service initiation request 133a. The time period may be referred to as a service request look-back period, and may be a duration selected to include a corresponding engagement. For example, the service button engagement count 217a may include the number of instances in which the emergency (SOS) service request button 132 was pressed within the previous one-minute period. In this example, when the confidence score calculator 142 determines that the service button engagement count 217a exceeds a threshold value (x) within a one-minute period, then the confidence score calculator 142 calculates the support request confidence score SRC calc Add three points (SRC+3). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional where the vehicle operator engages the emergency (SOS) multiple times within a set time period.

[0055] In sub-step 216b, the confidence score calculator 142 evaluates a service button engagement duration 217b, which identifies the duration that the emergency (SOS) service request button 132 is engaged in a single engagement and / or during a set time period. For example, the service button engagement duration 217b may indicate the duration of a previous engagement or the total duration of engagements during a review period. In this example, when the confidence score calculator 142 determines that the service button engagement duration 217b is a "long button engagement" (i.e., exceeds a threshold engagement duration), the confidence score calculator 142 calculates the support request confidence score SRC 17b. calc Add three points (SRC+3). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional, where the vehicle operator engages the emergency (SOS) for a prolonged period of time.

[0056] At sub-step 216c, the confidence score calculator 142 evaluates the call button engagement state 217c indicating whether the call button 134 has also been engaged by the vehicle operator. In this example, when the confidence score calculator 142 determines that the call button engagement state 217c indicates that the call button 134 has also been engaged, the confidence score calculator 142 calculates the support request confidence score SRC calc Increase by six points (SRC+6). Calculated support request confidence score SRC calc This increase corresponds to determining that the SOS service request button 132 engagement is more likely intentional, where the vehicle operator engages both the call button 134 and the SOS service request button 132. Collectively, the inputs 217a-217c may be referred to as communication system status inputs 217a-217c.

[0057] In sub-step 216d, the confidence score calculator 142 evaluates the diagnostic trouble code status 217d obtained from the vehicle diagnostic system (i.e., part of the vehicle status subsystem 122c). The diagnostic trouble code status 217d can indicate whether the vehicle 100 has a fault or damage. In this example, when the confidence score calculator 142 determines that the diagnostic trouble code status 217d indicates that the vehicle 100 has an active diagnostic trouble code, the confidence score calculator 142 calculates the support request confidence score SRC calc Add three points (SRC+3). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional, where the vehicle 100 has a fault associated with the diagnostic trouble code.

[0058] At sub-step 216e, the confidence score calculator 142 evaluates the vehicle position state 217e provided by the positioning system (e.g., global positioning system (GPS)) of the vehicle 100. In this example, when the confidence score calculator 142 determines that the vehicle position state 217e is associated with an emergency area (e.g., off-road), the confidence score calculator 142 calculates the support request confidence score SRC calc Add three points (SRC+3). Calculated support request confidence score SRC calc This increase in corresponds to a determination that the emergency (SOS) service request button 132 engagement is more likely intentional, with the vehicle 100 being off the road or in an emergency location.

[0059] At sub-step 216f, the confidence score calculator 142 evaluates the vehicle operating state 217f indicating whether the vehicle 100 is operating (i.e., moving) or stopped (i.e., stopped). In this example, when the confidence score calculator 142 determines that the vehicle operating state 217f indicates that the vehicle 100 is stopped on the road, the confidence score calculator 142 calculates the support request confidence score SRC calc Add three points (SRC+3). Calculated support request confidence score SRC calc This increase in corresponds to a determination that the engagement of the emergency (SOS) service request button 132 is more likely intentional, with the vehicle stopped on the side of the road.

[0060] At sub-step 216g, the confidence score calculator 142 evaluates an automatic braking event status 217g indicating whether the automatic braking system associated with the advanced driver assistance system of the vehicle 100 has been activated. In this example, when the confidence score calculator 142 determines that the automatic braking event status 217g indicates that the vehicle 100 has experienced an automatic braking event, the confidence score calculator 142 calculates the support request confidence score SRC calc Increase by two points (SRC+2). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional given that the vehicle 100 has already initiated automatic braking.

[0061] In sub-step 216h, the confidence score calculator 142 evaluates the vehicle-related call state 217h, which indicates whether the vehicle service center 20 has received a support service request 133 or a service call from another vehicle located near the vehicle 100. In this example, when the confidence score calculator 142 determines that another vehicle has initiated a support service request 133 or a service call near the vehicle 100, the confidence score calculator 142 calculates the support request confidence score SRC calcIncrease by one point (SRC+). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 was more likely intentional, where other vehicles in the area of ​​the vehicle 100 are also requesting communications or services.

[0062] At sub-step 216i, the confidence score calculator 142 evaluates the vehicle weather condition 217i indicating whether the vehicle 100 is currently located in inclement weather. In this example, when the confidence score calculator 142 determines that the vehicle weather condition 217i indicates that the vehicle 100 is in inclement weather, the confidence score calculator 142 calculates the support request confidence score SRC calc Increase by two points (SRC+2). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional when the vehicle 100 is in inclement weather.

[0063] At sub-step 216j, the confidence score calculator 142 evaluates the vehicle alarm state 217j indicating whether the alarm system of the vehicle 100 has been activated. In this example, when the confidence score calculator 142 determines that the vehicle alarm state 217j indicates that the vehicle 100 alarm is activated, the confidence score calculator 142 calculates the support request confidence score SRC calc Increase by two points (SRC+2). Calculated support request confidence score SRC calc This increase in corresponds to a determination that an emergency event is more likely to occur when the vehicle 100 alarm is activated.

[0064] At sub-step 216k, the confidence score calculator 142 evaluates the vehicle emergency status 217k indicating whether the emergency system of the vehicle 100 has been activated. In this example, when the confidence score calculator 142 determines that the vehicle emergency status 217k indicates that the emergency system of the vehicle 100 is active, the confidence score calculator 142 calculates the support request confidence score SRC calc Increase by two points (SRC+2). Calculated support request confidence score SRC calc This increase in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is more likely intentional when the vehicle 100 emergency system is activated. For clarity, a vehicle alarm system and a vehicle emergency system are distinguishable in that a vehicle alarm system is configured to automatically activate when the vehicle is disturbed (e.g., door handle pulled, window broken), whereas a vehicle emergency system is configured to be manually activated by a vehicle operator, typically via a remote device.

[0065] While the aforementioned sub-steps 216a-216k involve evaluating support request confidence score inputs 217a-217k associated with increasing support request confidence scores (SRCs) associated with increasing likelihood that the vehicle 100 is in an emergency, the confidence score calculator 142 also evaluates support request confidence score inputs 217l-217q associated with decreasing support request confidence scores (SRCs) associated with decreasing likelihood that the vehicle 100 is in an emergency. For example, at sub-step 216l, the confidence score calculator 142 evaluates an adjacent button state 217l that indicates whether other buttons (e.g., a voice command button, a garage door button) of the vehicle 100 located near the emergency (SOS) service request button 132 have been engaged during the review period. In this example, when the confidence score calculator 142 determines that the adjacent button state 217l indicates that other buttons adjacent to the emergency (SOS) service request button 132 have been engaged, the confidence score calculator 142 calculates the support request confidence score SRC as being greater than the value of the SRC. calc Reduce by two points (SRC-2). The calculated support request confidence score SRC calc This reduction in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is less likely to be intentional when other adjacent buttons are also engaged simultaneously with the emergency (SOS) service request button 132 .

[0066] At sub-step 216m, the confidence score calculator 142 evaluates the vehicle location state 217e. In this example, when the confidence score calculator 142 determines that the vehicle location state 217e indicates that the vehicle 100 is located at the maintenance center, the confidence score calculator 142 calculates the support request confidence score SRC calc Reduce by two points (SRC-2). The calculated support request confidence score SRC calc This reduction in corresponds to engagement of the emergency (SOS) service request button 132 being less likely to be intentional if the vehicle 100 is undergoing maintenance service, where maintenance personnel may engage the emergency (SOS) service request button 132 unintentionally.

[0067] At sub-step 216n, the confidence score calculator 142 evaluates the vehicle position state 217e. In this example, when the confidence score calculator 142 determines that the vehicle position state 217e indicates that the vehicle 100 is located at a cleaner, the confidence score calculator 142 calculates the support request confidence score SRC calc Reduce by two points (SRC-2). The calculated support request confidence score SRC calcThis reduction in corresponds to engagement of the emergency (SOS) service request button 132 being less likely to be intentional if the vehicle 100 is undergoing cleaning service, where cleaning personnel may engage the emergency (SOS) service request button 132 unintentionally.

[0068] At sub-step 216o, the confidence score calculator 142 evaluates the vehicle child occupant state 217m, which may be provided by an interior sensor subsystem 222b (e.g., camera, seat belt sensor, seat weight sensor). In this example, when the confidence score calculator 142 determines that a child is in the vehicle 100, the confidence score calculator 142 reduces the calculated support request confidence score SRCcalc by two points (SRC-2). This reduction in the calculated support request confidence score SRCcalc corresponds to a determination that the engagement of the emergency (SOS) service request button 132 is less likely to be intentional and more likely to be caused unintentionally by the child when the child is present in the vehicle 100.

[0069] At sub-step 216p, the confidence score calculator 142 evaluates the vehicle mirror adjustment state 217n, which indicates whether the vehicle mirror (i.e., where the emergency (SOS) service request button 132 may be located) has been adjusted or moved during the review period. In this example, when the confidence score calculator 142 determines that the vehicle mirror adjustment state 217n indicates that the vehicle 100's mirror was adjusted during the review period, the confidence score calculator 142 calculates the support request confidence score SRC calc Reduce by two points (SRC-2). The calculated support request confidence score SRC calc This decrease in corresponds to a determination that engagement of the emergency (SOS) service request button 132 when the vehicle operator is adjusting a rearview mirror on which the emergency (SOS) service request button 132 is located is less likely to be intentional.

[0070] At sub-step 216q, the confidence score calculator 142 evaluates the vehicle operator request history 217o, which indicates whether the vehicle operator (i.e., owner) associated with the vehicle has previously unintentionally used the emergency (SOS) service request button 132. In this example, when the confidence score calculator 142 determines that the vehicle operator (i.e., owner) associated with the vehicle has previously unintentionally used the emergency (SOS) service request button 132, the confidence score calculator 142 calculates the support request confidence score SRC calc Reduced by two points (SRC-2). The calculated support request confidence score SRC calc This reduction in corresponds to a determination that engagement of the emergency (SOS) service request button 132 is less likely to be intentional when the vehicle operator has a history of inadvertent button engagements.

[0071] Reference again Figure 1B and 2A At step 218 and step 220, the service request confidence score SRC calculated is included. calc The service request confidence score data 143 is provided to the confidence score evaluator 144. The confidence score evaluator 144 determines the calculated service request confidence score SRC calc Whether the service request confidence score SRC exceeds the first threshold thresh1 Or the second threshold service request confidence score SRC thresh2 , and allocates corresponding service request cancellation time periods T1, T2, T3 through the cancellation request instruction 145. In step 218, the confidence score evaluator 144 determines the calculated service request confidence score SRC calc Whether the service request confidence score SRC exceeds the first threshold thresh1 When the calculated service request confidence score SRC calc The service request confidence score SRC does not exceed the first threshold thresh1 (ie, the answer to step 218 is “no”), the confidence score evaluator 144 assigns a first service request cancellation time period T1 and sends a corresponding cancellation request instruction 145 to the vehicle occupant via the vehicle user interface and / or communication system 130 .

[0072] When the calculated service request confidence score SRC calc The service request confidence score SRC does exceed the first threshold thresh1 (ie, the answer at step 218 is “yes”), the confidence score evaluator 144 proceeds to step 220 and determines the calculated service request confidence score SRC calc Whether the service request confidence score SRC exceeds the second threshold thresh2 When the calculated service request confidence score SRC calc Not exceeding the second threshold service request confidence score SRC thresh2 (i.e., the answer to step 220 is “No”), the confidence score evaluator 144 assigns a second service request cancellation period T2 having a shorter duration than the first service request cancellation period T1, and sends a corresponding cancellation request instruction 145 to the vehicle occupant via the vehicle user interface or communication system 130. The shorter duration of the second service request cancellation period T2 corresponds to the calculated service request confidence score SRC required for the second service request cancellation period T2. calc Greater than the calculated service request confidence score SRC required for the first service request cancellation period T1 calc , indicating that the emergency (SOS) service request button 132 is more likely to be intentionally engaged.

[0073] When the calculated service request confidence score SRC calc The service request confidence score SRC does exceed the second threshold thresh2 (i.e., the answer to step 220 is “yes”), the confidence score evaluator 144 assigns a third service request cancellation period T3 having a shorter duration than the second service request cancellation period T2, and sends a corresponding cancellation request instruction 145 to the vehicle occupant via the vehicle user interface and / or communication system 130. The shorter duration of the third service request cancellation period T3 corresponds to the calculated service request confidence score SRC required for the third service request cancellation period T3. calc Greater than the calculated service request confidence score SRC required for the second service request cancellation period T2 calc , indicating that the emergency (SOS) service request button 132 is more likely to be intentionally engaged.

[0074] In steps 222, 224 and 226, the corresponding cancel request instruction 145 causes the assigned service request cancellation period T1, T2, T3 to be displayed and / or announced to the vehicle operator. For example, the vehicle operator may receive a visual or audio prompt having information indicating the duration of the vehicle operator service request cancellation period T1, T2, T3 so that the vehicle operator can cancel the support service initiation request 133a. In step 228, the service request manager 140 monitors the support service cancellation request 133b from the communication system 130, which can be initiated by the vehicle operator by engaging the emergency (SOS) service request button 132 or a separate request cancellation button. When the service request manager 140 determines that the support service cancellation request 133b has been received (i.e., the answer to step 228 is "yes"), the service request manager 140 sends the support service cancellation request 133b to the service center 20 in step 230 to cancel the support service initiation request 133a. Conversely, when the service request manager 140 determines that the support service cancellation request 133b has not been received (ie, the answer to step 228 is "no"), the service request manager 140 instructs the service center 20 to connect with the VCS 130 at step 232. The method is then completed at step 234.

[0075] In addition to calculating the service request confidence score SRC calc In addition to being evaluated by the service request manager 140, as described above, the calculated service request confidence score SRC may also be evaluated at the service center 20. calc , to determine the support service request priority. For example, a service request with a large calculated confidence score SRC calc The support service initiation request 133a may be prioritized over a service request with a lower service request confidence score SRC calcAdditionally or alternatively, the service center 20 may evaluate the service request confidence score SRC calc To determine the corresponding response from the service provider 30.

[0076] Many embodiments have been described. However, it should be understood that various modifications can be made without departing from the spirit and scope of the present disclosure. Therefore, other embodiments are within the scope of the appended claims.

[0077] The foregoing description is provided for the purpose of illustration and description. It is not intended to be exhaustive or to limit the present disclosure. The individual elements or features of a particular configuration are generally not limited to that particular configuration, but are interchangeable where applicable and can be used in a selected configuration, even if not specifically shown or described. It can also be varied in many ways. Such variations should not be considered as departing from the present disclosure, and all such modifications are intended to be included within the scope of the present disclosure.

Claims

1. A computer-implemented method, when executed by data processing hardware, causes the data processing hardware to perform operations, the operations comprising: receiving a service request associated with a service request button of a vehicle; receiving one or more service button engagement score inputs, each service button engagement score input being associated with a corresponding vehicle state; calculating a service request confidence score based on the one or more service button engagement rating inputs; allocating a service request cancellation period based on the one or more service button engagement rating inputs; determining whether a cancellation request is received within the service request cancellation period; as well as Either (i) when a cancellation request is received within the service request cancellation period, cancel the service request, or (ii) when no cancellation request is received within the service request cancellation period, send the service request to the service provider.

2. The method according to claim 1, further comprising: determining a service request history, the service request history comprising an aggregate number of service requests associated with the vehicle; as well as When the total number of service requests is equal to 1, a service button prompt is initiated.

3. The method according to claim 1, wherein: The one or more service buttons engaging the rating input include at least one of: Number of service button engagements; Service button engagement duration; Call button engaged state; Diagnostic trouble code status; Vehicle location status; Vehicle operating status; Automatic braking event status; Vehicle weather conditions; The status of the call associated with the vehicle; Vehicle alarm status; Vehicle emergency; Adjacent button engagement state; Status of child occupants in the vehicle; The vehicle's rearview mirror adjustment status; or Vehicle operator history.

4. The method according to claim 3, wherein: Calculating the service request confidence score includes increasing the service request confidence score based on a first of the one or more service button engagement scoring inputs or decreasing the service request confidence score based on a second of the one or more service button engagement scoring inputs.

5. The method according to claim 4, wherein: Calculating the service request confidence score includes increasing the service request confidence score based on at least one of the number of service button engagements, the service button engagement duration, the call button engagement status, the diagnostic trouble code status, the vehicle location status, the vehicle operation status, the automatic braking event status, the vehicle weather condition, the vehicle-related call status, the vehicle alarm status, or the vehicle emergency status.

6. The method according to claim 5, wherein: Calculating the service request confidence score includes reducing the service request confidence score based on at least one of the adjacent button engagement state, the vehicle child occupant state, the vehicle mirror adjustment state, and the vehicle position state.

7. The method according to claim 1, wherein: Allocating a service request cancellation period based on the one or more service button engagement score inputs includes: determining whether the calculated service request confidence score exceeds a first threshold; and Either (i) when the calculated service request confidence score does not exceed the first threshold, a first service request cancellation period with a first duration is allocated, or (ii) when the calculated service request confidence score exceeds the first threshold, a second service request cancellation period with a second duration is allocated, and the second duration is less than the first duration.

8. A system comprising: Data processing hardware; as well as memory hardware in communication with the data processing hardware, the memory hardware storing instructions that, when executed on the data processing hardware, cause the data processing hardware to perform operations comprising: receiving a service request associated with a service request button of a vehicle; receiving one or more service button engagement score inputs, each service button engagement score input being associated with a corresponding vehicle state; calculating a service request confidence score based on the one or more service button engagement rating inputs; allocating a service request cancellation period based on the one or more service button engagement rating inputs; determining whether a cancellation request is received within the service request cancellation period; and Either (i) when a cancellation request is received within the service request cancellation period, cancel the service request, or (ii) when no cancellation request is received within the service request cancellation period, send the service request to the service provider.

9. The system according to claim 8, wherein: Allocating a service request cancellation period based on the one or more service button engagement score inputs includes: determining whether the calculated service request confidence score exceeds a first threshold; and Either (i) when the calculated service request confidence score does not exceed the first threshold, a first service request cancellation period with a first duration is allocated, or (ii) when the calculated service request confidence score exceeds the first threshold, a second service request cancellation period with a second duration is allocated, and the second duration is less than the first duration.

10. A vehicle management system, comprising: A communication system comprising a service request button associated with a service request, Data processing hardware; as well as memory hardware in communication with the data processing hardware, the memory hardware storing instructions that, when executed on the data processing hardware, cause the data processing hardware to perform operations comprising: receiving a service request associated with the service request button; receiving one or more service button engagement score inputs, each service button engagement score input being associated with a corresponding vehicle environment condition; calculating a service request confidence score based on the one or more service button engagement rating inputs; allocating a service request cancellation period based on the one or more service button engagement rating inputs; determining whether a cancellation request is received within the service request cancellation period; and Either (i) when a cancellation request is received within the service request cancellation period, cancel the service request, or (ii) when no cancellation request is received within the service request cancellation period, send the service request to the service provider.

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