Method for providing analysis information of a vehicle, computer-readable medium, and system

Abstract

The invention relates to a method for providing analysis information of a vehicle, the method comprising: receiving an incident of a customer with the vehicle by an incident reporting system; generating an incident object depending on the received customer information by an incident control application of the incident reporting system; transmitting the incident object from the incident control application of the incident reporting system to an analysis system for automated analysis of the incident object; automated analysis of the incident object with a plurality of predefined analysis logics of the analysis system to determine an analysis result by the analysis system; transmitting the analysis result from the analysis system to the incident control application of the incident reporting system; and providing the analysis result as analysis information to the incident reporting system by the incident control application of the incident reporting system

Description

The invention relates to a method for providing analysis information of a vehicle. The invention further relates to a computer-readable medium for providing analysis information of a vehicle and to a system for providing analysis information of a vehicle.Call center systems of vehicle manufacturers are known from the prior art, which can record a customer's incident on their vehicle. A customer incident analysis request may be forwarded from the call center system to a developer. Furthermore, systems are known from the prior art which can read out and display fault memory information of a fault memory of a vehicle. However, an interpretation of fault storage information is performed manually by a developer or a person skilled in the art.It is therefore an object of the invention to operate an incident reporting system more efficiently. In particular, it is an object of the invention to more efficiently provide analysis information relating to a vehicle in the event of a customer.This object is achieved by the features of the independent claims. Advantageous embodiments and further developments of the invention are evident from the dependent claims.According to a first aspect, the invention is distinguished by a method for providing analysis information of a vehicle. The method may be a computer-implemented method. The method includes receiving, by an incident reporting system, an incident of a customer with respect to a vehicle. The incident reporting system can be a call center system, a chat bot, a ticket system, and / or a customer service system of a vehicle manufacturer. The incident preferably relates to a networked function of the vehicle. A networked function of a vehicle may include at least one software component of the vehicle and / or at least one software component of a server external to the vehicle. The method further comprises generating an incident object depending on the received customer information by an incident control application of the incident reporting system and transmitting the incident object from the incident control application of the incident reporting system to an analysis system for automated analysis of the incident object. Furthermore, the method comprises an automated analysis of the incident object with a plurality of predefined analysis logics of the analysis system for determining an analysis result by the analysis system, a transmission of the analysis result from the analysis system to the incident control application of the call system system, and a provision of the analysis result to a user of the incident reporting system by the incident control application of the incident reporting system.Advantageously, the method can perform automated analysis of a customer reported incident. Incidents frequently reported by customers, for which predefined analysis logic is stored in the analysis system, can thus be evaluated efficiently and quickly by the user of the incident reporting system and the result of the evaluation can be used to aid the customer as directly as possible. The customer can thus more quickly obtain a feedback related to the vehicle of the customer about the reported incident by the incident reporting system.According to an advantageous embodiment, the incident object can comprise a unique identifier of the vehicle of the customer and a time window of the incident of the vehicle of the customer, and / or the incident object can be generated automatically by the incident control application and transmitted to the analysis system if the unique identifier of the vehicle and the time window of the incident were transmitted via a communication connection between the customer and the incident reporting system, and the communication connection can preferably be a telephone connection or a data connection between the customer and the incident reporting system. This allows the automated analysis of the incident to be initiated automatically.According to a further, advantageous embodiment, the analysis result can be provided to the user of the incident reporting system by the incident reporting system if at least one predefined analysis logic from the plurality of predefined analysis logics has determined an analysis result, and / or the provided analysis result can be extended continuously by the incident reporting system if further predefined analysis logics from the plurality of analysis logics have determined analysis results. This allows the provision of the analysis result by the incident reporting system to be improved efficiently.According to a further, advantageous embodiment, a predefined analysis logic can analyze a predefined incident, and the predefined analysis logic can determine an analysis result relating to the predefined incident using one or more protocol datasets depending on the incident object. An incident-related analysis can thereby be carried out efficiently.According to a further advantageous embodiment, the automated analysis of the incident object using a multiplicity of predefined analysis logics of the analysis system for determining an analysis result by the analysis system can comprise transmitting the incident object from the analysis system to a central protocol data retrieval system, retrieving protocol data sets from a multiplicity of protocol data storage systems as a function of the incident object by the central protocol data retrieval system, receiving the protocol data sets from the central protocol data retrieval system by the analysis system, and executing the multiplicity of predefined analysis logics on the received protocol data sets for determining the analysis result. This allows automated evaluation of log datasets of the vehicle relating to the incident.According to a further advantageous embodiment, the central protocol data retrieval system can retrieve the protocol data records from the plurality of protocol data storage systems to the unique identifier of the vehicle of the incident object in the time window of the incident object. Relevant protocol data sets can thereby be interrogated efficiently.According to a further advantageous embodiment, the incident object can comprise a unique identifier of the incident, which is preferably generated by the incident control application, the analysis system can be authenticated with the unique identifier of the incident of the incident object by the central protocol data query system, and the protocol data records can be queried from the plurality of protocol data storage systems by the central protocol data query system only if analysis system has been successfully authenticated by the central protocol data query system. This can efficiently ensure that the analysis system analyzes only log datasets, to which a customer has reported an incident, in an automated manner.According to a further aspect, the invention is distinguished by a computer-readable medium for providing analysis information of a vehicle, wherein the computer-readable medium comprises instructions which, when executed by a computer, execute the method described above.According to a further aspect, the invention is distinguished by a system for providing analysis information of a vehicle, wherein the system is configured to carry out the method described above.Further features of the invention are evident from the claims, the figures and the description of the figures. All features and combinations of features mentioned above in the description and the features and combinations of features mentioned below in the description of the figures and / or shown alone in the figures can be used not only in the respectively specified combination but also in other combinations or else alone.A preferred exemplary embodiment of the invention is described below with reference to the appended drawings. This results in further details, preferred embodiments and developments of the invention. The details are shown schematically FIG. 1 shows an example method for providing analysis information of a vehicle, and FIG. 2 illustrates an example system for providing analysis information of a vehicle.In detail, FIG. 1 shows an example method 100 for providing analysis information of a vehicle. The method may receive 102 an incident of a customer with a vehicle of the vehicle manufacturer through the incident reporting system. The incident reporting system is preferably a call center system of a vehicle manufacturer. The incident can relate, for example, to a networked function of the vehicle and / or a vehicle-specific function of an app of the vehicle manufacturer. The incident may be representative of an operating error, a setting error, and / or an actual state of a functional behavior which deviates from a setpoint state expected by the customer.The method 100 may generate 104 an incident object depending on the received customer information by an incident control application of the incident reporting system. The incident object may include a unique identifier of the incident. The unique incident identifier may be automatically generated by the incident control application. Further, the incident object may include a unique identifier of the customer's vehicle. For example, the customer's vehicle unique identifier may be a vehicle identification number. Furthermore, the incident object can comprise a time window of the incident. The time window of the incident can be defined by the customer. The incident object can be generated automatically by the incident reporting system during a telephone call between a user of the incident reporting system, for example a call center employee, and the customer. Further, the method 100 may transmit 106 the incident object from the incident control application of the incident reporting system to an analysis system for automated analysis of the incident object. As soon as the method 100 has generated the incident object, the incident object can be transmitted automatically from the incident reporting system to the analysis system.The method 100 can analyze 108 the incident object in an automated manner with a plurality of predefined analysis logics for ascertaining an analysis result by the analysis system. The automated analysis 108 of the incident object can comprise an automated interrogation of log datasets of the vehicle. The log datasets, frequently called log datasets or log data, can be written to log data storage systems at regular intervals or on an event basis by software components of vehicles of a fleet of vehicles of the vehicle manufacturer, software components of one or more vehicle-external servers, and / or one or more mobile applications of the vehicle manufacturer, frequently also called apps or vehicle apps. The log data records for each vehicle of the fleet of vehicles and / or a predefined period of time can be queried from the log data storage systems. For the interrogation of the log data records, the incident object can be transmitted to a central log data interrogation system, which automatically interrogates the log data records from the log data storage systems.Further, the automated analysis 108 can comprise automated analysis of the queried protocol datasets using a plurality of predefined analysis logics. An analysis logic can be rule-based analysis logic which analyzes the queried protocol datasets using a predefined set of rules. Analysis logic can be an application that analyzes the retrieved log datasets using a trained machine learning method. The automated analysis 108 can take place during a telephone call of a user of the incident reporting system, for example a call center agent, with the customer.The method 100 may further transmit 110 the analysis result from the analysis system to the incident control application of the call system system and provide 112 the analysis result to a user of the incident reporting system by the incident control application of the incident reporting system. The analysis results may be provided to the user of the incident reporting system during the telephone call with the customer. Thus, the user of the incident notification system is already able to offer a possible solution to the customer during the telephone call with customers based on the analysis result. Customer satisfaction may thus be efficiently increased.For example, the customer may report an incident that driven trips of the vehicle are not available in a trip history on the app on the customer's mobile terminal. For this purpose, the automated analysis can execute an analysis logic which checks whether the customer is logged onto the vehicle with his customer profile. The analysis logic can determine, using the queried log records of the vehicle, whether the customer was logged into the vehicle at the time window of the incident. If the analysis logic determines that the customer is not logged onto the vehicle with his customer profile, the analysis logic can provide the user of the call center system as an analysis result that the customer must log onto the vehicle with his customer profile in order that the driven trips are available in the app of the mobile terminal.In detail, FIG. 2 shows an example system 200 for operating an incident reporting system 202. The incident reporting system may include an incident control application 204 that generates and transmits the incident object to the analysis logic and a graphical user interface 206 that provides the analysis results to the user.Further, the system 200 may include an analysis system 208. The analysis system may have an interface that enables feeding, adapting and / or deleting analysis logics. Furthermore, the system 200 can comprise a central protocol data retrieval system 210, which can retrieve protocol data records from protocol data storage system 212, 214 in an automated manner as a function of the incident object.Advantageously, during a notification of an incident by a customer, the method 100 and the system 200 can automatically analyze log datasets of the vehicle of the customer and communicate results of the analysis to the customer. The time between the notification of the incident by the customer and a notification of a solution by a user of the incident notification system for incidents in which predefined analysis logic is present can thus be reduced efficiently.List of reference characters100 Method 102 Receiving an incident 104 Generating an incident object 106 Transmitting the incident object 108 Automatically analyzing the incident object 110 Transmitting the analysis result 112 Providing the analysis result 200 System 202 Incident reporting system 204 Incident control application 206 Graphical user interface 208 Analysis system 210 Log data retrieval system 212 Log data storage system 214 Log data storage system

Claims

A method for providing analysis information of a vehicle, the method comprising: receiving, by an incident reporting system, an incident of a customer with the vehicle; generating, by an incident control application of the incident reporting system, an incident object depending on the received customer information; transmitting the incident object from the incident control application of the incident reporting system to an analysis system for automatically analyzing the incident object; automatically analyzing the incident object with a plurality of predefined analysis logics of the analysis system to determine an analysis result by the analysis system; transmitting the analysis result from the analysis system to the incident control application of the incident reporting system; and providing, by the incident control application of the incident reporting system, the analysis result as analysis information.The method of claim 1, wherein the incident object comprises a unique identifier of the customer's vehicle and a time window of the customer's vehicle incident; and / or wherein the incident object is automatically generated by the incident control application and transmitted to the analysis system when the unique identifier of the vehicle and the time window of the incident have been transmitted via a communication link between the customer and the incident reporting system; and wherein the communication link is preferably a telephone link or a data link between the customer and the incident reporting system.Method according to one of the preceding claims, wherein the analysis result is provided to the user of the incident reporting system by the incident reporting system if at least one predefined analysis logic from the plurality of predefined analysis logics has determined an analysis result; and / or wherein the provided analysis result is extended continuously by the incident reporting system if further predefined analysis logics from the plurality of analysis logics have determined analysis results.The method according to any of the preceding claims, wherein a predefined analysis logic analyzes a predefined incident; and wherein the predefined analysis logic determines an analysis result on the predefined incident using one or more protocol datasets depending on the incident object.The method of any preceding claim, wherein automatically analyzing the incident object with a plurality of predefined analysis logics of the analysis system to determine an analysis result by the analysis system comprises: transmitting the incident object from the analysis system to a central log data retrieval system; retrieving log records from a plurality of log data storage systems depending on the incident object by the central log data retrieval system; receiving the log records from the central log data retrieval system by the analysis system; and executing the plurality of predefined analysis logics from the received log records to determine the analysis result.The method of any preceding claim, wherein the central log data retrieval system retrieves, from the plurality of log data storage systems, the log records to the unique identifier of the vehicle of the incident object in the time window of the incident object.The method of any preceding claim, wherein the incident object comprises a unique incident identifier, preferably generated by the incident control application; and wherein the analysis system is authenticated with the unique incident identifier of the incident object by the central log data retrieval system; and wherein the log records from the plurality of log data storage systems are retrieved by the central log data retrieval system only if the analysis system was successfully authenticated by the central log data retrieval system.A computer readable medium for providing analysis information of a vehicle, the computer readable medium comprising instructions which, when executed by a computer, perform the method of any one of claims 1 to 7.A system for providing analysis information of a vehicle, the system being configured to carry out the method of any one of claims 1 to 7.

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