Mobility service system

Abstract

To suppress uneasiness and unpleasant feeling of a passenger in a vehicle, when remote support requested from the vehicle by which mobility service is provided is service support.SOLUTION: A mobility service system provides mobility service given by using a vehicle. The mobility service system allocates a remote operator to an object vehicle in response to a request of remote support from the object vehicle. The remote support includes service support different from vehicle driving support. When the remote support requested from the object vehicle is the service support, the mobility service system executes notification stand-by processing of prohibiting that a notification related to the service support is given to a passenger in the object vehicle until the remote operator is allocated to the object vehicle.SELECTED DRAWING: Figure 4

Description

[Technical field]

[0001] The present disclosure relates to a mobility service system that provides mobility services using vehicles. [Background technology]

[0002] Patent Document 1 discloses a remote support device for remotely supporting an autonomous vehicle. An operator remotely supports the autonomous vehicle at a support point. When there is no operator available or when it is predicted that there will be no more available operators, the remote support device controls the operation of the autonomous vehicle so that there will be no more available operators at the support point. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2023-11353 A Summary of the Invention [Problem to be solved by the invention]

[0004] Remote assistance for vehicles provided by a remote operator is known. In general remote assistance, the remote operator recognizes and makes decisions regarding vehicle driving instead of the vehicle's driving subject (driver, autonomous driving system). In other words, general remote assistance is assistance for vehicle driving.

[0005] Here, let us consider mobility services that use vehicles. In the case of mobility services, a remote operator may be required to perform various operations and handle passenger inquiries on behalf of the conductor. In other words, remote support in the case of mobility services may include not only support for driving the vehicle, but also service support on behalf of the conductor. Such service support has not been sufficiently considered in the past.

[0006] For example, there may be cases where a remote operator is not available when service assistance is requested from a vehicle, which can cause discomfort and discomfort to passengers in the vehicle. [Means for solving the problem]

[0007] One aspect of the present disclosure relates to a mobility service system that provides mobility services using vehicles. The mobility services system includes one or more processors configured to assign a remote operator to the target vehicle in response to a request for remote assistance from the target vehicle. Remote assistance includes service assistance that is different from assistance with vehicle driving. If the remote assistance requested from the target vehicle is service assistance, one or more processors execute a notification waiting process that prohibits notifications related to service assistance from being issued to passengers in the target vehicle until a remote operator is assigned to the target vehicle. Effect of the Invention

[0008] According to the present disclosure, when the remote support requested by a target vehicle for providing a mobility service is service support, a notification standby process is performed. In the notification standby process, a notification related to the service support is prohibited from being issued to passengers in the target vehicle until a remote operator is assigned to the target vehicle. This suppresses a discrepancy between the timing of the notification related to the service support and the timing of the execution of the service support. As a result, the sense of anxiety or discomfort felt by passengers in the target vehicle is suppressed. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a conceptual diagram for explaining an overview of a mobility service system. [Diagram 2] FIG. 1 is a block diagram showing an example of the configuration of a vehicle. [Diagram 3] FIG. 2 is a block diagram showing an example of the configuration of a management system. [Figure 4]FIG. 11 is a conceptual diagram for explaining a notification waiting process. [Diagram 5] 13 is a flowchart illustrating an example of processing by the management system. [Figure 6] FIG. 13 is a conceptual diagram for explaining a waiting message. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] 1. Mobility Service System 1-1. Overview FIG. 1 is a conceptual diagram for explaining an overview of a mobility service system 1 according to the present embodiment. The mobility service system 1 provides a mobility service to a user by using a vehicle 10. The vehicle 10 can also be called a MaaS (Mobility as a Service) vehicle. For example, the vehicle 10 is an autonomously driven vehicle that runs autonomously. The vehicle 10 may be driven by a driver. Typically, the vehicle 10 runs with a user (passenger) on board. The vehicle 10 may be a bus. A plurality of vehicles 10 are used in one service area.

[0011] The mobility service system 1 includes a management system 100 that manages mobility services. The management system 100 is capable of communicating with the vehicle 10, and collects various information from the vehicle 10 and transmits various commands to the vehicle 10. For example, the management system 100 manages the operation schedule and operation status of the vehicle 10. Typically, the management system 100 is a management server on a cloud. The management server may be composed of multiple servers that perform distributed processing.

[0012] According to the present embodiment, the remote operator O remotely assists the vehicle 10 as necessary. To this end, the mobility service system 1 also includes a remote operator terminal 200. The remote operator terminal 200 is a terminal device used by the remote operator O when performing remote assistance for the vehicle 10. The remote operator terminal 200 includes an input device for receiving input from the remote operator O and an output device for presenting various information to the remote operator O. Examples of the input device include a touch panel, a keyboard, a button, a microphone, and the like. Examples of the output device include a display, a speaker, and the like. The remote operator terminal 200 can also be called a remote assistance HMI (Human Machine Interface). The management system 100 can also communicate with the remote operator terminal 200. The management system 100 also performs remote assistance and management of the remote operator O.

[0013] More specifically, when it is determined that remote assistance is necessary, the vehicle 10 transmits an "assistance request REQ" requesting remote assistance to the management system 100. The vehicle 10 that has issued the assistance request REQ, i.e., the vehicle 10 that requires remote assistance, will be referred to as the "target vehicle 10T" hereinafter.

[0014] In response to an assistance request REQ from the target vehicle 10T, the management system 100 assigns one of the remote operators O to the target vehicle 10T. This process is hereinafter referred to as "operator assignment process." The "assigned operator OA" is the remote operator O assigned to the target vehicle 10T. The "assigned operator terminal 200A" is the remote operator terminal 200 operated by the assigned operator OA. The management system 100 manages the target vehicle 10T in association with the assigned operator OA (assigned operator terminal 200A).

[0015] The management system 100 transmits an allocation notification including the assistance request REQ and information on the target vehicle 10T to the allocating operator terminal 200A. The allocating operator terminal 200A presents the allocation notification to the allocating operator OA. The allocating operator OA recognizes that it has been assigned to the target vehicle 10T and starts remote assistance for the target vehicle 10T.

[0016] During remote assistance, the target vehicle 10T and the allocating operator terminal 200A communicate with each other via the management system 100. The target vehicle 10T transmits vehicle information VCL to the allocating operator terminal 200A. The vehicle information VCL includes the state of the target vehicle 10T, images obtained by a camera mounted on the target vehicle 10T, and the like. The allocating operator terminal 200A presents the vehicle information VCL received from the target vehicle 10T to the allocating operator OA. For example, the allocating operator terminal 200A displays an image obtained by a camera mounted on the target vehicle 10T on a display device.

[0017] The assigned operator OA views the vehicle information VCL and provides remote support to the target vehicle 10T. The operator instruction INS is an instruction for the target vehicle 10T input by the assigned operator OA. The assigned operator terminal 200A accepts input of the operator instruction INS from the assigned operator OA, and transmits the input operator instruction INS to the target vehicle 10T. The target vehicle 10T receives the operator instruction INS from the assigned operator terminal 200A, and performs vehicle control according to the received operator instruction INS.

[0018] As an example, consider a case where the vehicle 10 is an autonomous vehicle. The vehicle 10 performs various vehicle processes during autonomous driving. Representative vehicle processes during autonomous driving include the following: (1) Recognition process: The vehicle 10 uses a recognition sensor to recognize the situation around the vehicle 10. For example, the vehicle 10 uses a camera to recognize the signal display of a traffic light (e.g., green light, yellow light, red light, right turn signal, etc.). (2) Action Determination Process: The vehicle 10 determines whether or not to execute an action based on the result of the recognition process. Examples of actions include starting, stopping, turning right, turning left, changing lanes, and the like. (3) Timing determination process: The vehicle 10 determines the execution timing for executing the above action. Typically, a situation in which remote assistance by a remote operator O is necessary is a situation in which autonomous driving is difficult, i.e., a situation in which at least one of the above vehicle processes is difficult. When autonomous driving is difficult, the target vehicle 10T issues an assistance request REQ. The assigned operator OA supports at least one of the above recognition process, action determination process, and timing determination process. For example, the assigned operator OA instructs the target vehicle 10T to start.

[0019] 1-2.Vehicle configuration examples 2 is a block diagram showing an example of the configuration of the vehicle 10. The vehicle 10 includes a communication device 20, a sensor group 30, a traveling device 40, a door 50, an input / output device 60, and a control device .

[0020] The communication device 20 communicates with the management system 100 and the remote operator terminal 200 .

[0021] The sensor group 30 includes a recognition sensor, a vehicle state sensor, a position sensor, etc. The recognition sensor recognizes (detects) the situation around the vehicle 10. Examples of the recognition sensor include a camera, a LIDAR (Laser Imaging Detection and Ranging), a radar, etc. The vehicle state sensor detects the state of the vehicle 10. The vehicle state sensor includes a speed sensor, an acceleration sensor, a yaw rate sensor, a steering angle sensor, etc. The position sensor detects the position and orientation of the vehicle 10. For example, the position sensor includes a GNSS.

[0022] The sensor group 30 further includes an interior camera that captures images of the conditions inside the cabin of the vehicle 10.

[0023] The traveling device 40 includes a steering device, a drive device, and a braking device. The steering device steers the wheels. For example, the steering device includes a power steering device. The drive device is a power source that generates a driving force. Examples of the drive device include an engine, an electric motor, and an in-wheel motor. The braking device generates a braking force.

[0024] The input / output device 60 includes an output device that presents various information to passengers in the cabin of the vehicle 10. Examples of the output device include a display, a speaker, and the like. The input / output device 60 also includes an input device that receives various inputs from passengers in the cabin of the vehicle 10. Examples of the input device include a touch panel, a microphone, and the like.

[0025] The control device 70 is a computer that controls the vehicle 10. The control device 70 includes one or more processors 80 (hereinafter simply referred to as processor 80) and one or more storage devices 90 (hereinafter simply referred to as storage devices 90). The processor 80 executes various processes. For example, the processor 80 includes a CPU. The storage device 90 stores various information. Examples of the storage device 90 include a volatile memory, a non-volatile memory, a HDD, and an SSD.

[0026] The vehicle control program 91 is a computer program executed by the processor 80. The functions of the control device 70 may be realized by cooperation between the processor 80, which executes the vehicle control program 91, and the storage device 90. The vehicle control program 91 is stored in the storage device 90. Alternatively, the vehicle control program 91 may be recorded in a computer-readable recording medium.

[0027] The control device 70 acquires driving environment information 92 indicating the driving environment of the vehicle 10 using the sensor group 30. The driving environment information 92 includes surrounding situation information indicating the recognition result by the recognition sensor. For example, the surrounding situation information includes an image captured by a camera. The surrounding situation information may include object information regarding objects around the vehicle 10. The driving environment information 92 also includes vehicle state information indicating the vehicle state detected by the vehicle state sensor. Furthermore, the driving environment information 92 includes vehicle position information indicating the position and orientation of the vehicle 10.

[0028] The control device 70 executes vehicle driving control for controlling the driving of the vehicle 10. The vehicle driving control includes steering control, drive control, and braking control. The control device 70 executes vehicle driving control by controlling the driving device 40. The control device 70 may execute automatic driving control based on the driving environment information 92. More specifically, the control device 70 executes the above-mentioned recognition processing, action determination processing, and timing determination processing based on the driving environment information 92. Then, the control device 70 executes vehicle driving control to realize the action.

[0029] The control device 70 controls the opening and closing of the door 50 .

[0030] The control device 70 presents various information to passengers via the input / output device 60, and also receives various inputs from passengers.

[0031] When remote assistance is provided to the vehicle 10, the control device 70 communicates with the management system 100 and the remote operator terminal 200 via the communication device 20. When it is determined that remote assistance is necessary, the control device 70 transmits an assistance request REQ to the management system 100. The control device 70 also transmits vehicle information VCL. The vehicle information VCL is information necessary for remote assistance by the remote operator O, and includes at least a part of the driving environment information 92 described above. For example, the vehicle information VCL includes an image captured by a camera. The vehicle information VCL may further include vehicle state information, vehicle position information, and the like. The control device 70 receives the operator instructions INS and controls the vehicle accordingly.

[0032] 1-3. Management system configuration example 3 is a block diagram showing an example of the configuration of the management system 100. The management system 100 includes a communication device 110 and a control device 120.

[0033] The communication device 110 communicates with the vehicle 10 and with a remote operator terminal 200 .

[0034] The control device 120 controls the management system 100. The control device 120 includes one or more processors 130 (hereinafter simply referred to as processor 130) and one or more storage devices 140 (hereinafter simply referred to as storage devices 140). The processor 130 executes various processes. For example, the processor 130 includes a CPU. The storage device 140 stores various information. Examples of the storage device 140 include a volatile memory, a non-volatile memory, a HDD, and an SSD.

[0035] The management program 150 is a computer program executed by the processor 130. The functions of the control device 120 may be realized by cooperation between the processor 130 executing the management program 150 and the storage device 140. The management program 150 is stored in the storage device 140. Alternatively, the management program 150 may be recorded in a computer-readable recording medium. The management program 150 may be provided via a network.

[0036] The vehicle management information 160 is information for managing the vehicle 10 used for the mobility service. For example, the vehicle management information 160 includes an operation schedule of the vehicle 10. As another example, the vehicle management information 160 includes an operation status of the vehicle 10. The operation status of the vehicle 10 includes the position and vehicle status of the vehicle 10, and is obtained from the above-mentioned vehicle information VCL. The vehicle management information 160 is stored in the storage device 140.

[0037] The remote support management information 170 is information for managing remote support of the vehicle 10. For example, the remote support management information 170 includes ID information of the remote operator O and the remote operator terminal 200, a correspondence relationship between the remote operator O and the remote operator terminal 200, a status of the remote operator O (available or assigned), and the like. The remote support management information 170 also includes ID information of the target vehicle 10T, the number of support requests REQ, the contents (tasks) of each support request REQ, and the like. Furthermore, the remote support management information 170 includes information on the assignment relationship between the target vehicle 10T and the assigned operator OA (assigned operator terminal 200A). The remote support management information 170 is stored in the storage device 140.

[0038] The control device 120 receives an assistance request REQ from the target vehicle 10T via the communication device 110. The control device 120 executes an "operator allocation process" in response to the assistance request REQ. Specifically, the control device 120 searches for an available remote operator O based on the remote assistance management information 170. Then, the control device 120 assigns the available remote operator O to the target vehicle 10T. The control device 120 reflects the result of the operator allocation process in the remote assistance management information 170.

[0039] Furthermore, when the remote assistance for the target vehicle 10T is completed, the control device 120 releases the allocation of the assigned operator OA to the target vehicle 10T. Then, the control device 120 updates the remote assistance management information 170.

[0040] 2. Types of remote support The remote support of the target vehicle 10T by the remote operator O (assigned operator OA) includes "driving support" for supporting the driving of the target vehicle 10T. In other words, the remote operator O performs driving support on behalf of the driving subject (driver, automatic driving system) of the target vehicle 10T. The driving support can also be said to be driving support that supports the driving of the target vehicle 10T. Typically, the remote operator O supports at least one of the above-mentioned recognition processing, action judgment processing, and timing judgment processing.

[0041] For example, the remote operator O supports the target vehicle 10T to start at an intersection or the like. That is, the remote operator O judges whether the target vehicle 10T may start and instructs the target vehicle 10T to start. As another example, the remote operator O may recognize the surrounding situation of the target vehicle 10T (e.g., obstacles, traffic lights, etc.) and transmit the recognition result to the target vehicle 10T. As yet another example, the remote operator O may recognize the surrounding situation of the target vehicle 10T (e.g., obstacles, traffic lights, etc.) and instruct appropriate vehicle control according to the recognition result. Notifications and instructions from the remote operator O are sent to the target vehicle 10T as operator instructions INS.

[0042] In the case of a mobility service using the vehicle 10, the remote operator O may be requested to perform various operations and respond to passengers on behalf of the conductor. In other words, in the case of a mobility service, the remote support requested of the remote operator O may include not only the above-mentioned "driving support" but also "service support" on behalf of the conductor. Examples of service support include opening and closing the door 50 of the target vehicle 10T, checking the safety of the interior of the target vehicle 10T, and communicating with passengers in the target vehicle 10T. The target vehicle 10T requests the remote operator O to perform at least one of opening and closing the door 50 of the target vehicle 10T, checking the safety of the interior of the target vehicle 10T, and communicating with passengers in the target vehicle 10T, as necessary.

[0043] For example, when the control device 70 of the target vehicle 10T is unable to determine whether it is permissible to open or close the door 50 by itself, it requests the remote operator O to open or close the door 50. The remote operator O can confirm the situation around the target vehicle 10T and the situation inside the vehicle cabin of the target vehicle 10T based on the vehicle information VCL (particularly images) sent from the target vehicle 10T. After confirming the situation, the remote operator O instructs the target vehicle 10T to open or close the door 50. The control device 70 of the target vehicle 10T opens and closes the door 50 of the target vehicle 10T in accordance with the operator instruction INS indicating the instruction from the remote operator O.

[0044] As another example, the control device 70 of the target vehicle 10T detects an abnormality in the cabin of the target vehicle 10T based on an image captured by an interior camera of the target vehicle 10T. Then, the control device 70 of the target vehicle 10T requests the remote operator O to confirm the safety of the cabin. The remote operator O can confirm the safety of the cabin of the target vehicle 10T based on the vehicle information VCL (particularly the image of the cabin) sent from the target vehicle 10T.

[0045] As yet another example, the control device 70 of the target vehicle 10T requests the remote operator O to talk to a passenger in the target vehicle 10T. The remote operator O can talk to the passenger in the target vehicle 10T via the input / output device 60 (speaker, microphone) of the target vehicle 10T.

[0046] Below, a technique that is useful when the driving assistance requested by the target vehicle 10T is "service assistance" will be described.

[0047] 3. Technologies useful for service support 3-1. Notification waiting process The control device 70 of the vehicle 10 can issue various notifications to passengers in the vehicle 10 via the output devices (display, speaker) of the input / output device 60. For example, the control device 70 of the vehicle 10 displays a visual notification on the display. As another example, the control device 70 of the vehicle 10 may output an audio notification from the speaker.

[0048] As an example, consider a door opening / closing notification regarding the opening / closing of the door 50 of the vehicle 10. Examples of the door opening / closing notification include "The door is closing," "The door is opening," and "Please move away as the door is opening." When the control device 70 of the vehicle 10 decides to open or close the door 50, it issues the door opening / closing notification via the output device. Alternatively, the control device 120 of the management system 100 may decide to open or close the door 50 of the vehicle 10 and instruct the vehicle 10 to open or close the door 50. In this case, the control device 70 of the vehicle 10 also issues the door opening / closing notification via the output device. Information on the door opening / closing notification is stored in advance in the storage device 90 of the vehicle 10, for example. Alternatively, the information on the door opening / closing notification may be sent from the management system 100 to the vehicle 10.

[0049] On the other hand, there are cases where the control device 70 of the vehicle 10 requests the remote operator O to open or close the door 50. In such cases, the opening or closing of the door 50 of the vehicle 10 coincides with the content of the service support requested of the remote operator O. Furthermore, the above-mentioned door opening / closing notification is a notification that explains the content of the service support requested of the remote operator O. In other words, the above-mentioned door opening / closing notification is a notification related to the service support requested of the remote operator O. In such a situation, the inventors of the present application have found the following problem.

[0050] The problem will be described with reference to a comparative example shown in (A) of FIG. 4. At the time when a request for service support is issued from the target vehicle 10T, there is no available remote operator O, and the remote operator O is not assigned to the target vehicle 10T. In the comparative example, a notification related to service support is issued at a stage when the remote operator O is not assigned to the target vehicle 10T. After that, after a certain amount of time has passed since the request for service support, the remote operator O is assigned to the target vehicle 10T. Then, the assigned operator OA executes service support (e.g., closing the door 50) for the target vehicle 10T. In other words, the service support requested by the target vehicle 10T is actually executed after a certain amount of time has passed since the notification related to the service support is issued. Therefore, for example, after a notification of "the door is closing" is issued, a situation in which nothing occurs continues, and then the door 50 actually closes. In such a situation, passengers in the target vehicle 10T may feel uneasy or uncomfortable.

[0051] In this way, if a notification related to service support is issued between the time service support is requested and the time a remote operator O is assigned to the target vehicle 10T, passengers in the target vehicle 10T may feel uneasy or uncomfortable.

[0052] In order to solve such a problem, the management system 100 according to the present embodiment is configured to execute a "notification waiting process." Specifically, the control device 120 of the management system 100 prohibits issuing a notification related to service support to passengers in the target vehicle 10T until a remote operator O is assigned to the target vehicle 10T. An instruction to prohibit is sent from the management system 100 to the target vehicle 10T. The control device 70 of the target vehicle 10T waits without issuing a notification related to service support according to the instruction. After that, when the remote operator O is assigned to the target vehicle 10T, the control device 120 of the management system 100 permits issuing a notification related to service support to passengers in the target vehicle 10T. An instruction to permit is sent from the management system 100 to the target vehicle 10T. The control device 70 of the target vehicle 10T issues a notification related to service support according to the instruction. This suppresses the discrepancy between the timing of the notification related to service support and the timing of execution of the service support. As a result, the sense of anxiety and discomfort felt by the passengers in the target vehicle 10T is suppressed.

[0053] 5 is a flowchart showing an example of processing by the management system 100. In step S100, the management system 100 determines whether or not a new assistance request REQ has been received from the vehicle 10. When the management system 100 receives a new assistance request REQ (step S100; Yes), the processing proceeds to step S110.

[0054] In step S110, the management system 100 checks the availability of remote operators O based on the remote assistance management information 170. If the number of available remote operators O exceeds the number of unallocated assistance requests REQ, a remote operator O can be allocated to the new assistance request REQ. If a remote operator O can be allocated to the new assistance request REQ, i.e., if there is an available remote operator O (step S110; Yes), the process proceeds to step S120. In step S120, the management system 100 allocates an available remote operator O to the target vehicle 10T.

[0055] On the other hand, if a remote operator O cannot be assigned to the new support request REQ, that is, if there is no available remote operator O (step S110; No), the process proceeds to step S130. In step S130, the management system 100 determines whether the requested remote support is service support based on the content of the support request REQ.

[0056] If the remote support requested is not service support but driving support (step S130; No), the process proceeds to step S140. In step S140, the management system 100 executes a predetermined process. There are various examples of measures to be taken when no remote operator O is available when driving support is requested, but they are outside the scope of this disclosure and will not be described here.

[0057] On the other hand, if the requested remote assistance is not driving assistance but service assistance (step S130; Yes), the process proceeds to step S150. In step S150, the management system 100 executes a notification waiting process. That is, the management system 100 prohibits notifications related to the service assistance from being sent to passengers in the target vehicle 10T. The management system 100 instructs the target vehicle 10T to prohibit notification. After that, the process returns to step S110.

[0058] After the notification waiting process starts, when an available remote operator O appears, the management system 100 assigns the available remote operator O to the target vehicle 10T (step S120). Then, the management system 100 permits a notification related to service support to be sent to passengers in the target vehicle 10T. The management system 100 instructs the target vehicle 10T to permit the notification.

[0059] As described above, according to the present embodiment, when the remote assistance requested by the target vehicle 10T that provides the mobility service is a service assistance other than the driving assistance, a notification waiting process is performed. In the notification waiting process, a notification related to the service assistance is prohibited from being issued to the passengers in the target vehicle 10T until a remote operator O is assigned to the target vehicle 10T. This suppresses the discrepancy between the timing of the notification related to the service assistance and the timing of the execution of the service assistance. As a result, the sense of anxiety or discomfort felt by the passengers in the target vehicle 10T is suppressed.

[0060] 3-2. Waiting message 6 is a conceptual diagram for explaining the notification standby process and the standby message. During the notification standby process, passengers in the target vehicle 10T may feel uneasy or uncomfortable because nothing is happening. Therefore, during the notification standby process, the management system 100 may instruct the target vehicle 10T to send a standby message to passengers in the target vehicle 10T. Examples of standby messages include "Please wait a moment," "We are currently checking the situation," and the like.

[0061] The information on the wait message is stored in advance in the storage device 90 of the vehicle 10. Alternatively, the information on the wait message may be sent from the management system 100 to the target vehicle 10T. The control device 70 of the target vehicle 10T issues the wait message to passengers via the output device (display, speaker) of the input / output device 60. The wait message may be a visual message displayed on the display, or may be an audio message output from the speaker. Outputting the wait message also suppresses the passengers' sense of anxiety or discomfort during the notification wait process.

[0062] If a remote operator O becomes available while a wait message is being played, the wait message (e.g., "Please wait a moment") and the service assistance notification (e.g., "Doors closing") may overlap. Alternatively, the wait message may end abruptly and the service assistance notification may follow. For example, if the wait message ends with "For a while" and is followed by "Doors closing," the unnatural message "Doors closing for a while" may result. In particular, in the case of audio, the wait message or service assistance notification may be difficult to hear or may sound unnatural.

[0063] Therefore, the management system 100 may determine whether to play a standby message, taking into consideration the standby time until the operator is assigned. Specifically, the control device 120 of the management system 100 estimates the standby time TW until the remote operator O is assigned to the target vehicle 10T based on the remote support management information 170. The remote support management information 170 includes the state of each remote operator O and the contents (tasks) of each support request REQ. Therefore, by referring to the remote support management information 170, the standby time TW until the remote operator O is assigned to the target vehicle 10T can be estimated. A performance database that shows the past remote support management information 170 in association with the performance of the standby time TW at that time may be accumulated. By using the performance database and the current remote support management information 170, the estimation accuracy of the standby time TW can be improved.

[0064] The message playback time TM is the playback time of the waiting message. Information on the message playback time TM is registered in advance in the management system 100 or the vehicle 10. The management system 100 compares the estimated waiting time TW with the message playback time TM. If the estimated waiting time TW is equal to or greater than the message playback time TM, the management system 100 instructs the target vehicle 10T to send a waiting message to passengers while the notification waiting process is being executed. On the other hand, if the estimated waiting time TW is less than the message playback time TM, the management system 100 refrains from sending a waiting message while the notification waiting process is being executed. In other words, the management system 100 instructs the target vehicle 10T not to send a waiting message.

[0065] A plurality of waiting message candidates with different message playback times TM may be prepared in advance. In this case, the management system 100 selects one of the waiting message candidates whose message playback time TM is equal to or shorter than the estimated waiting time TW from among the plurality of waiting message candidates. For example, the management system 100 selects one waiting message candidate having the longest message playback time TM that is equal to or shorter than the estimated waiting time TW. Then, the management system 100 instructs the target vehicle 10T to issue the selected waiting message to the passenger. Alternatively, the management system 100 may communicate the estimated waiting time TW to the target vehicle 10T. Then, the target vehicle 10T may select one of the waiting message candidates whose message playback time TM is equal to or shorter than the estimated waiting time TW from among the plurality of waiting message candidates. In either case, the control device 70 of the target vehicle 10T can issue a waiting message whose message playback time TM is equal to or shorter than the estimated waiting time TW. This prevents the waiting message from becoming difficult to hear or sounding unnatural.

[0066] After the playing of one waiting message has finished, if there is still time remaining in the estimated waiting time TW, the same or another waiting message may be played. [Explanation of symbols]

[0067] 1...mobility service system, 10...vehicle, 100...management system, 200...remote operator terminal, O...remote operator

Claims

1. A mobility service system that provides a mobility service using a vehicle, one or more processors configured to assign a remote operator to a target vehicle in response to a request for remote assistance from the target vehicle; The remote assistance includes service assistance different from vehicle driving assistance, If the remote assistance requested from the target vehicle is the service assistance, the one or more processors are configured to execute a notification waiting process that prohibits a notification related to the service assistance from being issued to a passenger in the target vehicle until the remote operator is assigned to the target vehicle. Mobility services system.

2. 2. The mobility services system according to claim 1, The service support includes at least one of opening and closing the door of the target vehicle, checking the safety of the interior of the target vehicle, and communicating with the passenger in the target vehicle. Mobility services system.

3. A mobility service system according to claim 1 or 2, The one or more processors are further configured to issue a wait message to the passenger in the target vehicle during the notification wait process. Mobility services system.

4. A mobility service system according to claim 1 or 2, The one or more processors further include: Estimating a waiting time until the target vehicle is assigned to the remote operator; If the estimated waiting time is equal to or greater than a playback time of a waiting message, the waiting message is played to the passengers in the target vehicle during the execution of the notification waiting process; If the estimated waiting time is less than the playback time of the message waiting, refrain from playing the message waiting during the notification waiting process. It was configured as Mobility services system.

5. A mobility service system according to claim 1 or 2, The one or more processors further include: Estimating a waiting time until the target vehicle is assigned to the remote operator; Selecting one of the multiple queued message candidates whose playback time is equal to or less than the waiting time; While the notification waiting process is being executed, the selected one is issued to the passenger in the target vehicle. It was configured as Mobility services system.

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