Remote service management method and management device

Abstract

To achieve smooth operation of a remote service when a plurality of operators provide the remote service of mobile objects including remote operations.SOLUTION: A method for managing a remote service for mobile objects is provided. The method includes a step of determining, when receiving a request for close of a business of the remote service, whether or not to accept the request for close. The service business includes a first business that affects the travel efficiency of an object for which the remote service is provided and a second business that does not affect the travel efficiency. In the step of determining the request for close, when the request for close is a request for close of the second business, it is determined whether or not a start of the first business to the object of the second business is expected. When it is determined that the start of the first business is expected, acceptance of the request for close of the second business is rejected.SELECTED DRAWING: Figure 9

Description

[Technical field]

[0001] The present disclosure relates to a method and apparatus for managing remote services for mobile objects. [Background technology]

[0002] JP 2018-142265 A discloses a method for managing remote services for autonomous vehicles. In this conventional method, when it is determined that remote operation of an autonomous vehicle is necessary, a standby operator is selected from among multiple operators, and remote operation is assigned to the selected operator. Therefore, according to this conventional method, it is possible to efficiently operate remote services for multiple autonomous vehicles with a small number of operators.

[0003] In addition to JP 2018-142265 A, JP 2021-144732 A can be exemplified as documents showing the technical state of the technical field related to the present disclosure. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2018-142265 A [Patent Document 2] Patent Publication No. 2021-144732 Summary of the Invention [Problem to be solved by the invention]

[0005] An operator who remotely controls a moving object, including an autonomous vehicle, obtains information about the moving object during remote control and grasps the surroundings of the moving object and the contents of the remote control task required of the operator. The information about the moving object includes sensor information, such as camera images obtained by a camera mounted on the moving object. This sensor information is typically visualized and output to a display. Outputting the sensor information to a display is expected to help the operator quickly grasp the surroundings of the moving object.

[0006] However, it is inevitable that the time required for an operator waiting for remote control to grasp the surrounding situation, etc., will be longer than that required for a driver sitting in the driver's seat of the mobile body, because while a driver is expected to always be aware of the surrounding situation of the mobile body he or she is riding in, it is realistically difficult to expect an operator waiting for remote control to grasp the surrounding situation to the same extent as a driver does.

[0007] It is undesirable to require an operator waiting to remotely control the vehicle to grasp the surrounding situation to the same extent as a driver does, since this leads to a decrease in the amount of work that the operator can handle per unit time and an increase in labor costs. In addition, when one operator is selected from among multiple operators and assigned to remote control, it is virtually impossible for each operator to grasp information about the vehicle that requires remote control before it is determined that remote control is necessary.

[0008] One object of the present disclosure is to provide a technology for realizing smooth operation of remote services for mobile objects, including remote operation, when the remote services are provided by multiple operators. [Means for solving the problem]

[0009] A first aspect of the present disclosure is a method for managing remote services for a mobile object, the method having the following features. The method comprises: when a request to terminate the remote service is received, determining whether or not to accept the request; transmitting a result of the determination of the termination request to a terminal of an operator who transmitted the termination request; Includes. The service operations include a first operation that affects the driving efficiency of the object to be provided, and a second operation that does not affect the driving efficiency. The step of determining a termination request includes: When the end request is a request to end the second service, determining whether or not the start of the first service is expected for a target of the second service; refusing to accept a request to terminate the second task when it is determined that the first task is expected to start; Includes.

[0010] A second aspect of the present disclosure is an apparatus for managing remote services for mobile objects, and has the following features. The apparatus includes a processor for managing the remote service. The processor, a process of determining whether to accept a request to terminate the remote service operation when the request is received; A process of transmitting a result of the determination of the termination request to a terminal of an operator who transmitted the termination request; The present invention is configured to: The task of the remote service includes a first task that affects the driving efficiency of a target to which the remote service is provided, and a second task that does not affect the driving efficiency. In the process of determining whether to accept the termination request, the processor If the end request is a request to end the second service, a process of determining whether or not the start of the first service is expected for a target of the second service; a process of refusing to accept a request to terminate the second task when it is determined that the first task is expected to start; The present invention is configured to: Effect of the Invention

[0011] According to the present disclosure, when a request to end a remote service task is received, it is determined whether or not to accept the end request. If the end request is a request to end a second task that does not affect the driving efficiency of a remote service target, it is determined whether or not the start of a first task that affects the driving efficiency of the target is expected. Then, if it is determined that the start of the first task is expected, the end request for the second task is rejected.

[0012] If the request to end the second task is rejected, the second task continues. Therefore, when the first task occurs in the near future, it is possible to assign the first task to an operator engaged in the second task. This makes it possible to reduce the time required for the operator to grasp the surrounding situation of the target of the service. Therefore, when a remote service is provided by multiple operators, it is expected to contribute to the smooth operation of the remote service. [Brief description of the drawings]

[0013] [Figure 1] FIG. 1 is a conceptual diagram illustrating a remote service. [Diagram 2] FIG. 11 is a diagram showing an example of an image output from a display of a terminal operated by an operator. [Diagram 3] FIG. 11 is a diagram showing another example of an image output from the display of the terminal operated by the operator. [Figure 4] FIG. 13 is a diagram for explaining an example of an image that is displayed on a display when a first task for a vehicle is assigned, in association with two types of states of an operator before this assignment is made. [Diagram 5] FIG. 13 is a diagram illustrating an example of an image that is displayed on the display when a request to end the second task is output, in association with two types of response to the request. [Figure 6] 2 is a block diagram showing a first example of a functional configuration of a processor of a management server that is particularly related to the embodiment. FIG. [Figure 7] 11 is a flowchart showing a first process flow particularly related to an embodiment performed by a management server (processor). [Figure 8] 11 is a block diagram showing a second example of a functional configuration of a processor of a management server that is particularly related to the embodiment. FIG. [Figure 9] 13 is a flowchart showing a second process flow particularly related to an embodiment performed by a management server (processor). DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0014] Hereinafter, a remote service management method and a management device according to an embodiment of the present disclosure will be described with reference to the drawings. The management method according to the embodiment is realized by computer processing performed in the management device according to the embodiment. In addition, in each drawing, the same or corresponding parts are given the same reference numerals, and the description thereof will be simplified or omitted.

[0015] 1. Overview 1-1.Remote service Fig. 1 is a conceptual diagram for explaining a remote service, which illustrates a management server MS, a plurality of vehicles VH, and a plurality of operators OP.

[0016] The management server MS is an example of a management device according to an embodiment. The management server MS manages remote services. The management server MS is typically managed by a provider of the remote services. The management server MS communicates with a plurality of vehicles VH and a plurality of operators OP.

[0017] Each of the multiple vehicles VH is an example of a moving body according to an embodiment. Each of the multiple vehicles VH is a target for providing remote services. Some or all of the multiple vehicles VH may be vehicles owned by a remote service provider, or may be vehicles owned by a corporation or individual that has entered into a remote service provision contract with the provider. The total number of the multiple vehicles VH is M (M≧2). Hereinafter, for ease of explanation, any one of the multiple vehicles VH will be referred to as "vehicle VHm". The configuration of the vehicle VHm is not particularly limited, but it is desirable for the vehicle VHm to have a configuration capable of autonomous driving.

[0018] Each of the multiple operators OP performs a service business SB for a target of remote service provision. The multiple operators OP may be employees of a business providing remote services, or may be employees of a corporation or individuals who have concluded a contract for outsourcing with the business. The total number of the multiple operators OP is N (N≧2). Hereinafter, for convenience of explanation, any one of the multiple operators OP will be referred to as "operator OPn".

[0019] 1-2.Service operations The service tasks SB performed by the operator OPn include a first task SB1 and a second task SB2. These tasks can be distinguished, for example, based on whether or not the execution of the task affects the driving efficiency of the vehicle VHm. For example, the first task SB1 is a service task SB that affects the driving efficiency, and the second task SB2 is a service task SB that does not affect the driving efficiency. The "driving efficiency" here is, for example, the ratio of the result to the execution amount of the service task SB performed by the operator OPn, and an example of this result is the time at which the vehicle VHm arrives at the destination.

[0020] An example of the first business SB1 is an operation business. The operation business includes a driving business, a command business, and an assistance business. The driving business is a business of operating devices (e.g., the steering wheel, pedals, shift lever, turn signals, etc. of the vehicle VHm) that are directly or indirectly related to the traveling of the vehicle VHm while monitoring images of the surroundings of the vehicle VHm acquired from a camera mounted on the vehicle VHm (hereinafter, also referred to as an "on-board camera").

[0021] The instruction work is not a work aimed at operating devices related to the traveling of the vehicle VHm. However, in the instruction work, information related to the traveling of the vehicle VHm is generated and provided to the vehicle VHm. For example, consider a case where there is a fallen object in front of the vehicle VHm and the operator OPn is required to make a decision on how the vehicle VHm should travel. In this case, the instruction work includes the work of the operator OPn who recognizes the fallen object and generates instruction information such as "follow the road" or "avoid obstacles and proceed." In addition, consider a case where it is difficult for the vehicle VHm to recognize a traffic signal due to backlighting or the like and the operator OPn is required to recognize the traffic signal. In this case, the instruction work also includes the work of the operator OPn who recognizes the traffic signal and generates recognition information such as "the traffic signal is green."

[0022] Like the instruction task, in the support task, information related to the traveling of the vehicle VHm is provided to the vehicle VHm. Unlike the instruction task, in the support task, information is generated by the operator OPn (human) taking into consideration the driving experience and driving knowledge, and is provided to the vehicle VHm. For example, consider a case where a vehicle VHm that plans to turn right at an intersection without traffic lights encounters an oncoming vehicle that also plans to turn right at this intersection, and the operator OPn is required to make a decision on when to make the right turn. In this case, the task of the driver of the oncoming vehicle or the operator OPn who recognizes the driver's gesture to generate support information such as "the oncoming vehicle is about to start, so give priority to the oncoming vehicle's right turn" or "the driver of the oncoming vehicle is yielding, so you may turn right first" is included in the support task.

[0023] An example of the second task SB2 is a monitoring task. The monitoring task includes a task of monitoring images of the surroundings of the vehicle VHm acquired from an on-board camera to confirm the safety of driving the vehicle VHm. The on-board camera may include a camera that acquires images of the interior of the vehicle Vm. In this case, the monitoring task includes a task of monitoring images of the interior of the vehicle VHm acquired from the on-board camera to confirm the status of an occupant (e.g., the driver) of the vehicle VHm. Note that the various images acquired from the on-board camera are typically videos, but may also be still images.

[0024] The surveillance work may include a task of monitoring visualized images of surrounding objects obtained from a recognition sensor other than an on-board camera (e.g., a LiDAR mounted on the vehicle VHm). The surveillance work may include a task of indirectly confirming the safety of traveling of the vehicle VHm by monitoring images of traffic flow obtained from a camera attached to a road structure (e.g., a traffic signal installed at an intersection) or visualized images of traffic flow obtained from a recognition sensor other than a camera (e.g., an infrared sensor). Hereinafter, the cameras and recognition sensors attached to road structures are collectively referred to as "infrastructure sensors."

[0025] The monitoring task may include a task of monitoring driving information of the vehicle VHm acquired from a status sensor (e.g., an acceleration sensor, a steering angle sensor) mounted on the vehicle VHm. The monitoring task may include a task of listening to sound information of the vehicle VHm (e.g., sounds outside the vehicle, conversations between occupants) acquired from a microphone (e.g., a microphone outside or inside the vehicle) mounted on the vehicle VHm.

[0026] Images of the on-board camera, recognition sensor, etc. monitored by the operator OP in the first and second tasks SB1 and SB2 are output from a display DPn of a terminal operated by the operator OPn. Fig. 2 is a diagram showing an example of an image IMG1 output from a display DP1 of a terminal operated by the operator OP1. In the example shown in Fig. 2, the image IMG1 includes an image IM_CF1. The image IM_CF1 is an image of the center front of the vehicle VH1 captured by the on-board camera of the vehicle VH1.

[0027] In addition, image IM_LF1 is superimposed on the left portion of image IM_CF1, and image IM_RF1 is superimposed on the right portion of image IM_CF1. Image IM_LF1 is an image of the left front of vehicle VH1 acquired by the vehicle-mounted camera of vehicle VH1, and image IM_RF1 is an image of the right front of vehicle VH1 acquired by the vehicle-mounted camera of vehicle VH1. In addition, image IM_CR1 is superimposed on a part of the upper part of image IM_CF1. Image IM_CR1 is an image of the central rear of vehicle VH1 acquired by the vehicle-mounted camera of vehicle VH1.

[0028] The image IMG1 shown in Fig. 2 corresponds to an example of an image output from the display DP1 when the operator OP1 performs the first task SB1. Note that the image IMG1 may include an image of the surroundings of the vehicle VH1 other than the image shown in Fig. 2 (for example, an image of the side of the vehicle VH1). The display DP1 may be composed of two or more displays. In this case, the images IM_LF1, IM_RF1, and IM_CR1 may be output from a display other than the display on which the image IM_CF1 is output.

[0029] Fig. 3 is a diagram showing another example of image IMG1 output from the display DP1 of the terminal operated by the operator OP1. The image IMG1 shown in Fig. 3 corresponds to an example of an image output from the display DP1 when the operator OP1 performs a second task SB2. In the example shown in Fig. 3, the display area of ​​the display DP1 is divided into four, and images IM_CF1 to IM_CF4 are output in each area. The images IM_CF2 to IM_CF4 are images of the center front of the vehicles VH2 to VH4 captured by the on-board cameras of these vehicles.

[0030] As can be seen from Fig. 3, the second task SB2 includes a task of monitoring surrounding images of two or more vehicles VH and simultaneously checking the driving safety of these vehicles VH. The reason for this is that the operator OPn in charge of the first task SB1 of the vehicle VHm is expected to concentrate on this first task SB1 or is prohibited from engaging in service tasks SB other than this first task SB1, whereas there are fewer such constraints in the second task SB2. Note that the example shown in Fig. 3 is just one example, and during the second task SB2 by the operator OPn, only information about one vehicle (i.e., information about the vehicle VHm) may be output from the display DPn.

[0031] 1-3. Service Business SB Start Trigger A service job SB by an operator OPn is started with the output of a trigger. Examples of output sources of the start trigger TRG of the service job SB include the vehicle VHm, the operator OPn, the management server MS, and an arbitrary predictor. Below, these output sources and output examples of the start trigger TRG in these output sources will be described.

[0032] The vehicle VHm recognizes objects included in the surrounding image of the vehicle VHm. The vehicle VHm also detects the motion of the recognized object. For example, if it is difficult to recognize an object included in the surrounding image, the vehicle VHm requests the management server MS to recognize the object. At this time, the start trigger TRG is output. In another example, if the object is recognized but an unnatural motion of the object is detected, the vehicle VHm requests the management server MS to check the state of the object. At this time, the start trigger TRG is also output.

[0033] The vehicle VHm may recognize the state of the occupant (driver) contained in the interior image of the vehicle VHm. Then, when an abnormal state of the driver is recognized, the vehicle VHm may request the management server MS to confirm this abnormal state. At this time, the start trigger TRG is also output. The vehicle VHm may detect the movement of an object around the vehicle VHm based on information from a recognition sensor other than the on-board camera. Then, when an unnatural movement of the object is detected, the vehicle VHm may request the management server MS to confirm the state of the object. At this time, the start trigger TRG is also output.

[0034] An operator OPn waiting for a service job SB starts a second job SB2 for the vehicle VHm at any timing. An example of the arbitrary timing is the timing when the operator OPn starts a service job SB. Another example of the arbitrary timing is the timing when the first job SB1 for the vehicle VHm by the operator OPn is completed. In such a case, the operator OPn requests the management server MS for the second job SB2. At this time, a start trigger TRG is output.

[0035] While engaged in the second task SB2, the operator OPn monitors the surrounding image of at least one vehicle output from the display DPn. The operator OPn may also monitor information other than the surrounding image (for example, an interior image, recognition sensor information, a traffic flow image, and driving information). The operator OPn can further listen to information (i.e., sound information) about at least one vehicle output from a speaker. Then, when the operator OPn determines that the first task SB1 is necessary for a certain vehicle during the second task SB2, the operator OPn makes a request for this service task SB to the management server MS. At this time, a start trigger TRG is output.

[0036] The output of the start trigger TRG can be detected by the management server MS. For example, when the vehicle VHm is the output source, the start trigger TRG is detected by the management server MS receiving a request signal for a service job SB from the vehicle VHm. When the operator OPn engaged in the second job SB2 is the output source, the start trigger TRG is detected by the management server MS receiving a request signal for a first job SB1 from the operator OPn.

[0037] The management server MS can appropriately acquire images (e.g., surrounding images, interior images) from the vehicle VHm's onboard camera. Therefore, when the vehicle VHm is provided with an object recognition function and a driver state recognition function, the management server MS can recognize objects included in the surrounding images of the vehicle VHm, detect the motion of the recognized objects, and recognize the state of the driver of the vehicle VHm. The management server MS can also appropriately acquire information other than the images from the onboard camera (e.g., recognition sensor information, traffic flow images, driving information, sound information). Therefore, when the management server MS is provided with a function for determining the start of a service job SB, the management server MS can actively output a start trigger TRG.

[0038] The management server MS may output a start trigger TRG of the second task SB2 for the vehicle VHm every time a predetermined time elapses while the vehicle VHm is in operation. The management server MS may also output a start trigger TRG of the second task SB2 for the vehicle VHm every time the accumulated mileage of the vehicle VHm reaches a dividing line while the vehicle VHm is in operation. The management server MS may also output a start trigger TRG of the first task SB1 to check the operation of various devices of the vehicle VHm (for example, check whether the lights are on) when the operation of the vehicle VHm starts or stops. The management server MS may further output a start trigger TRG of the second task SB2 to check various conditions of the vehicle VHm (check tire pressure, oil, battery, mileage, appearance) when the operation of the vehicle VHm starts or stops.

[0039] The arbitrary predictor is formed, for example, inside the management server MS. The arbitrary predictor may be formed outside the management server MS. The arbitrary predictor predicts the occurrence of a service job SB for the vehicle VHm by machine learning using the provision history (time period and location) of the service job SB. The arbitrary predictor may predict the occurrence of a service job SB at a point focused on by an infrastructure sensor by machine learning using the provision history of the service job SB. The point focused on by the infrastructure sensor is set, for example, from the detection range of the infrastructure sensor and map information. When the occurrence of a service job SB is predicted, the arbitrary predictor formed inside the management server MS outputs a start trigger TRG. The arbitrary predictor formed outside the management server MS transmits a signal equivalent to the start trigger TRG to the management server MS.

[0040] For ease of explanation, the start trigger TRG of the first task SB1 for the vehicle VHm will also be referred to as the "start trigger TRG_SB1," and the start trigger TRG of the second task SB2 for the vehicle VHm will also be referred to as the "start trigger TRG_SB2."

[0041] 1-4. Request to terminate service business SB The service task SB by the operator OPn is terminated when the cause of starting the service task SB disappears or is resolved. Alternatively, the service task SB by the operator OPn is terminated by an active expression of the operator OPn's intention. The second task SB2, which is started every time a predetermined time has elapsed, is terminated when the time the operator OPn has spent on this task reaches a preset time.

[0042] When the service job SB is finished, a request for closing (RFC) of the service job SB is output. Examples of the output source of the closing request RFC include the vehicle VHm, the operator OPn, and the management server MS. In other words, examples of the output source of the closing request RFC include an output source of the start trigger TRG other than any predictor.

[0043] For example, the target of a service job SB (hereinafter also referred to as "vehicle VH_SB") outputs a termination request RFC for this service job SB when the cause for starting the service job SB disappears or is resolved. An example of the disappearance of the cause for starting a service job SB is when a passenger is recognized as standing up inside the vehicle VHm and a service job SB (second job SB2) is started in response to the recognition of this passenger taking his / her seat. Another example of the disappearance of the cause for starting a service job SB is when a service job SB (second job SB2) is started at a point focused on by the infrastructure sensor and the vehicle VH_SB falls out of the range of the angle of view of the infrastructure sensor.

[0044] An example of resolving the cause of the initiation of a service job SB is when a service job SB (second job SB2) is initiated due to the detection of a large amount of lateral movement of the vehicle VHm, and the operator OPn confirms that there is no problem with the behavior of the vehicle VH_SB (for example, vehicle operation to avoid multiple vehicles parked on the street).

[0045] 2. Features of the embodiment When a start trigger TRG for a service job SB for a vehicle VHm is output, the management server MS selects an operator OPn to which this service job SB is assigned from among a plurality of operators OP. For ease of explanation, the operator OPn to which the service job SB is assigned is also referred to as "operator OP_SB" below. In addition, the operator OPn to which the first job SB1 is assigned is also referred to as "operator OP_SB1," and the operator OPn to which the second job SB2 is assigned is also referred to as "operator OP_SB2."

[0046] Here, consider a display DPn that a candidate for operator OP_SB1 is monitoring when a start trigger TRG_SB1 for vehicle VHm is output. Assumed candidates for operator OP_SB1 are an operator OPn waiting to engage in a service job SB and an operator OPn (i.e., operator OP_SB2) engaged in a second job SB2. The former is an operator OPn in a state where he / she can accept the first job SB1 performed in response to the start trigger TRG_SB1 as a new service job SB. The latter is an operator OPn in a state where he / she can switch from the second job SB2 in which he / she is currently engaged to the first job SB1 performed in response to the start trigger TRG_SB1.

[0047] "CASE1" shown in Fig. 4 is an example of an image IMGn output from the display DPn when a first task SB1 for a vehicle VH3 is assigned to an operator OPn waiting to be engaged in a service task SB. "CASE2" shown in Fig. 4 is an example of an image IMG1 output from the display DPn when a first task SB1 for a vehicle VH3 is assigned to an operator OPn engaged in a second task SB2 for the vehicle VH3.

[0048] Comparing "CASE1" and "CASE2", the latter is expected to grasp the surrounding conditions of the vehicle VH3 earlier than the former. The reason is that before the first task SB1 for the vehicle VH3 is assigned, the operator OPn is already engaged in the second task SB2 for the vehicle VH3, so it does not take time to grasp the surrounding conditions of the vehicle VH3.

[0049] Based on this viewpoint, in the embodiment, when a start trigger TRG_SB1 of a first task SB1 for a vehicle VHm is output, it is determined whether or not there is an operator OPn already engaged in a second task SB2 for the vehicle VHm. Then, when it is determined that there is an operator OPn already engaged in a second task SB2 for the vehicle VHm, the first task SB1 is preferentially assigned to this operator OPn. Such preferential assignment is expected to contribute to smooth operation of remote services.

[0050] The problem here is the case where there is an operator OPn who was engaged in a second task SB2 for the vehicle VHm until immediately before the start trigger TRG_SB1 for the first task SB1 for this vehicle VHm is output. The output of the termination request RFC is detected by the management server MS, like the output of the start trigger TRG. When the termination request RFC is detected, the management server MS accepts this termination request RFC. Then, the management server MS terminates the service task SB for the vehicle VHm corresponding to the termination request RFC, and transmits permission information for the termination request RFC to the terminal operated by the operator OPn engaged in this service task SB.

[0051] Therefore, when a termination request RFC is output from the target of the second task SB2 for the vehicle VHm (hereinafter also referred to as "vehicle VH_SB2") or an operator OPn engaged in the second task SB2 for this vehicle VHm, the operator OPn is removed from this second task SB2. "CASE3" shown in Fig. 5 is an example of an image IMGn output from the display DPn when accepting a termination request RFC for the second task SB2 (hereinafter also referred to as "termination request RFC_SB2"). In this example, with the acceptance of the termination request RFC_SB2, the image is switched to an image IMGn waiting to engage in the service task SB.

[0052] In this case, when a start trigger TRG_SB1 for the first task SB1 for the vehicle VHm is output immediately after the vehicle VHm is released from the second task SB2, the above-mentioned priority allocation cannot be performed. Therefore, in the embodiment, when an output of a termination request RFC_SB2 for the vehicle VHm is detected, a function of an arbitrary predictor is used to determine whether or not the start of the first task SB1 for the vehicle VHm is predicted. Then, when it is determined that the start of the first task SB1 is predicted, acceptance of the termination request RFC_SB2 is rejected.

[0053] "CASE4" shown in Fig. 5 is an example of an image IMGn output from the display DPn when the acceptance of the end request RFC_SB2 is rejected. In this example, due to the refusal to accept the end request RFC_SB2, the same image IMGn as before the output of the end request RFC_SB2 is output from the display DPn. Therefore, in "CASE4", when a start trigger TRG_SB1 for a vehicle VHm is output in the near future, it will be possible to preferentially assign the first task SB1 for this vehicle VHm to the operator who rejected the acceptance of the end request RFC_SB2.

[0054] The management method and management device according to the embodiment will be described in detail below.

[0055] 3. Remote service management device 3-1. First configuration example Fig. 6 is a block diagram showing a first example of a functional configuration of the processor 10 of the management server MS that is particularly related to the embodiment. In the example shown in Fig. 6, the processor 10 includes a state information acquisition unit 11, a first trigger output determination unit 12, an allocation method setting unit 13, a first task allocation unit 14, and a first task assignment unit 15. The functions of these blocks are realized by the processor 10 executing a remote service program.

[0056] The status information acquisition unit 11 acquires information on the current status of multiple vehicles VH and multiple operators OP. The information on the current status of multiple vehicles VH includes, for example, information on the operating status and information on the provision status of a service job SB. The operating status is divided into a state in which the drive source (e.g., an electric motor, an engine) of the vehicle VHm is operating and a state in which it is not. The provision status is divided into a state in which a service job SB is being provided and a state in which it is not. When a service job SB is being provided to the vehicle VHm, information on the type of service job SB being provided (i.e., a first job SB1 and a second job SB2) is added to the provision status information.

[0057] Information on the current status of multiple operators OP includes information on their engagement status in service business SB. The engagement status is divided into a state of waiting to engage in service business SB and a state of being engaged in service business SB. When an operator OPn is engaged in a service business SB, information on the type of service business SB in which the operator is engaged (i.e., the first business SB1 and the second business SB2) is added to the information on the current status. When an operator OPn is engaged in a service business SB, unique information (e.g., ID information) of the target of this service business SB (i.e., vehicle VH_SB) is added to the information on the engagement status. As will be understood from the explanation of FIG. 3, the total number of targets of the second business SB2 (i.e., vehicles VH_SB2) is at least 1.

[0058] The state information acquisition unit 11 transmits the information relating to the current state that it has acquired to the allocation method setting unit 13 and the first task allocation unit 14 .

[0059] The first trigger output determination unit 12 determines whether or not a start trigger TRG_SB1 for the vehicle VHm has been output. As already described, the output sources of the start trigger TRG include the vehicle VHm, the operator OPn, the management server MS, and any predictor. When the output of the start trigger TRG_SB1 is detected, the first trigger output determination unit 12 transmits to the allocation setting unit 13 unique information (e.g., ID information) of the vehicle that output the start trigger TRG_SB1 (hereinafter also referred to as "vehicle VH_TRG_SB1").

[0060] The allocation method setting unit 13 sets an allocation method of the first task SB1 for the vehicle VH_TRG_SB1 based on information on the current states of the multiple vehicles VH received from the state information acquisition unit 11 and unique information of the vehicle VH_TRG_SB1 received from the first trigger output determination unit 12. Specifically, the allocation method setting unit 13 determines whether or not the vehicle VH_TRG_SB1 is included in the current target of the second task SB2 (i.e., the vehicle VH_SB2). This determination is made by comparing the unique information of the vehicle VH_TRG_SB1 with that of the vehicle VH_SB2.

[0061] If it is determined that the vehicle VH_TRG_SB1 is included in the vehicle VH_SB2, the allocation method is set to "priority allocation". If it is determined that the vehicle VH_TRG_SB1 is not included in the vehicle VH_SB2, the allocation method is set to "normal allocation". The allocation method setting unit 13 transmits information on the set allocation method and unique information of the vehicle VH_TRG_SB1 to the first task allocation unit 14.

[0062] The first task allocation unit 14 selects an operator OPn to be in charge of the first task SB1 for the vehicle VH_TRG_SB1 based on information regarding the current status of multiple operators OP received from the status information acquisition unit 11, information on the allocation method received from the allocation method setting unit 13, and unique information of the vehicle VH_TRG_SB1.

[0063] Consider a case where "priority allocation" is set as the allocation method. In this case, an operator OP_SB2 already engaged in the second task SB2 for the vehicle VH_TRG_SB1 is identified based on information on the current states of multiple operators OP and unique information of the vehicle VH_TRG_SB1. This identified operator OP_SB2 is selected as the operator OP_SB1 in charge of the first task SB1 for the vehicle VH_TRG_SB1. If there is an operator waiting to start the first task SB1 for the vehicle VHm due to the rejection of the end request of the second task SB2 for the vehicle VHm, this operator is identified. It is desirable to select this identified operator OP_SB2 as the operator OP_SB1 in charge of the first task SB1 for the vehicle VH_TRG_SB1.

[0064] Consider a case where "normal allocation" is set as the allocation method. In this case, for example, based on information on the current states of the multiple operators OP, multiple operators OP who are waiting for the service job SB are set as candidates for the operator OP_SB1. Then, an operator in charge of the first job SB1 for the vehicle VH_TRG_SB1 is selected from among these candidates.

[0065] In addition, when "normal allocation" is set, a publicly known method can be applied to the selection method of the operator OP_SB1. For example, according to a publicly known method, the candidates for the operator OP_SB1 may be narrowed down based on the length of waiting time (operation rate) of the service job SB by the candidates, the proficiency (number of experiences) of the service job SB, etc.

[0066] The first task provision unit 15 transmits information required to start the first task SB1 for the vehicle VH_TRG_SB1 to the terminal operated by the operator OP_SB1 selected by the first task allocation unit 14. An example of the information required to start the first task SB1 is an image of the surroundings of the vehicle VH_TRG_SB1.

[0067] The first task setting unit 15 also transmits information to this terminal notifying that the second task SB2 for the vehicle VH_TRG_SB1 has been shifted to the first task SB1 for this vehicle VH_TRG_SB1. The first task setting unit 15 further transmits information to this terminal to enable the operation of devices related to the running of the vehicle VH_TRG_SB1 (e.g., steering wheel, pedals, shift lever, blinker, etc.).

[0068] Furthermore, when the operator OP_SB1 is selected by the first service allocation unit 14, the first service provision unit 15 updates information about the current state of this operator OP_SB1. Specifically, information about the type of service service SB being performed is updated. Furthermore, when the first service SB1 by the operator OP_SB1 is started, the first service provision unit 15 updates information about the current state of the multiple vehicles VH. Specifically, information about the type of service service SB being provided is updated.

[0069] 3-2. First processing example 7 is a flowchart showing a first process flow particularly related to an embodiment by the management server MS (processor 10). The routine shown in FIG 7 is executed repeatedly at a predetermined control period, for example.

[0070] 7, first, it is determined whether or not the start trigger TRG_SB1 has been output (step S11). For example, when the processor 10 receives a predetermined signal from the output source of the start trigger TRG, it is determined that the start trigger TRG_SB1 has been output. When the determination result of step S11 is negative, the current process ends.

[0071] If the determination result in step S11 is positive, information on the current states of the vehicles VH and the operators OP is acquired (step S12). The information on the current states is stored, for example, in a database of the management server MS, and the processor 10 acquires the latest information therefrom.

[0072] Following the process of step S12, it is determined whether or not the vehicle that output the start trigger TRG_SB1 (i.e., the vehicle VH_TRG_SB1) is included in the current target of the second task SB2 (i.e., the vehicle VH_SB2) (step S13). The determination in step S13 is performed, for example, by comparing the unique information of the vehicle VH_TRG_SB1 with that of the vehicle VH_SB2.

[0073] If the determination result in step S13 is positive, the first task SB1 for the vehicle VH_TRG_SB1 is assigned to the operator OP_SB2 engaged in the second task SB2 for the vehicle VH_TRG_SB1 (step S14). On the other hand, if the determination result in step S13 is negative, the first task SB1 is assigned according to a known method (step S15). In step S15, for example, a plurality of operators OP waiting for the service task SB are set as candidates for the operator OP_SB1, and one operator is selected from among these candidates. Then, the first task SB1 for the vehicle VH_TRG_SB1 is assigned to the selected operator.

[0074] Following the processing of step S14 or S15, an execution command for the first task SB1 for the vehicle VH_TRG_SB1 is sent to the computer of the selected operator (step S16). This execution command includes information required to start the first task SB1, information notifying the transition to the first task SB1, and information enabling the operation of devices related to the traveling of the vehicle VH_TRG_SB1.

[0075] 3-3. Second configuration example Fig. 8 is a block diagram showing a second example of a functional configuration of the processor 10 of the management server MS that is particularly related to the embodiment. In the example shown in Fig. 8, the processor 10 includes a second request output determination unit 16, a first task start prediction unit 17, a request permission determination unit 18, and a second request response unit 19, in addition to a state information acquisition unit 11. The functions of these blocks are realized by the processor 10 executing a remote service program.

[0076] The second request output determination unit 16 determines whether or not a termination request RFC (hereinafter also referred to as "termination request RFC_SB2") for the second business SB2 has been output. As already explained, the output sources of the termination request RFC include the vehicle VHm, the operator OPn, and the management server MS. When the output of the termination request RFC_SB2 is detected, the second request output determination unit 16 transmits to the request acceptance determination unit 18 the unique information (e.g., ID information) of the vehicle (hereinafter also referred to as "vehicle VH_RFC_SB2") that output the termination request RFC_SB2.

[0077] The first task start prediction unit 17 predicts the start of the first task SB1 for the vehicle VHm based on information on the current states of the multiple vehicles VH received from the state information acquisition unit 11. Examples of information for making this prediction include information on the vehicle state such as the position, speed, and acceleration of the vehicle VHm, route information such as the lane the vehicle VHm is currently traveling in and the lane it will travel in the future, and provision history information of the first task SB1 for the vehicle VHm. This information is added to the information on the current state. If the vehicle VHm is a ride-sharing vehicle such as a bus, it is desirable to add information on the operation schedule (route, location of bus stops, arrival time at bus stops, dwell time at bus stops, etc.) to the information on the current state.

[0078] It is desirable that the information on the current state further includes time information and meteorological information about the surroundings of the vehicle VHm (e.g., weather, temperature, wind speed, etc.). The time information and meteorological information make it possible to predict a decrease in the accuracy of recognition of objects around the vehicle VHm, and therefore it is possible to predict the start of the first task SB1. It is also desirable that the information on the current state further includes traffic information about the surroundings of the vehicle VHm (e.g., traffic congestion information). The traffic information makes it possible to predict the occurrence of cases where a judgment based on the driving experience and driving knowledge of the operator OPn (human) is required, and therefore it is possible to predict the start of the first task SB1.

[0079] When the start of the first task SB1 for the vehicle VHm is predicted, the first task start prediction unit 17 generates information on the time when the first task SB1 is predicted to start, and transmits the information to the request acceptance determination unit 18.

[0080] When the request acceptance determination unit 18 receives the unique information of the vehicle VH_RFC_SB2 from the second request output determination unit 16, it determines whether or not to accept the termination request RFC_SB2 of the second task SB2 for this vehicle VH_RFC_SB2. In this determination, for example, it is determined whether there is information on the time when the first task SB1 for the vehicle VH_RFC_SB2 is expected to start. If there is no information on the expected time, the termination request RFC_SB2 is accepted. On the other hand, if there is information on the expected time, the time difference between this expected time and the time when the unique information of the vehicle VH_RFC_SB2 was received is calculated.

[0081] This time difference corresponds to the time that the operator OPn waits for the start of the first task SB1 that will occur in the future. In the embodiment, a threshold value corresponding to the wait time that the operator OPn can tolerate is set. If the time difference is equal to or less than the threshold value (for example, several seconds to several tens of seconds), the termination request RFC_SB2 is rejected. The request permission determination unit 18 transmits the result of the permission determination of the termination request RFC_SB2 to the second request response unit 19.

[0082] The second request response unit 19 generates information to be sent to the operator OPn engaged in the second task SB2 corresponding to the termination request RFC_SB2 based on the result of the acceptance judgment of the termination request RFC_SB2 received from the request acceptance judgment unit 18. The information generated by the second request response unit 19 is acceptance information or rejection information. The acceptance information includes at least information to the effect that the termination request RFC_SB2 is accepted. The acceptance information may include information required for waiting for a service task SB, or information required for starting a service task SB other than the second task SB2 for the vehicle VH_RFC_SB2.

[0083] The rejection information includes at least information that rejects the acceptance of the termination request RFC_SB2. The rejection information may include information on the time to wait for the acceptance of the termination request RFC_SB2. Note that this waiting time may be a time obtained by adding a predetermined margin to the time difference calculated by the request acceptance determination unit 18.

[0084] 3-4. Second processing example 9 is a flowchart showing the flow of a second process particularly related to the embodiment by the management server MS (processor 10). Like the routine described in FIG 7, the routine shown in FIG 9 is repeatedly executed at a predetermined control period.

[0085] 9, first, it is determined whether or not the end request RFC_SB2 has been output (step S21). For example, when the processor 10 receives a predetermined signal from the output source of the end request RFC_SB2, it is determined that the end request RFC_SB2 has been output. When the determination result of step S11 is negative, the current process is terminated.

[0086] If the determination result in step S21 is positive, information about the current state of the vehicle VH_RFC_SB2 is obtained (step S22). The information about the current state is stored, for example, in a database of the management server MS, and the processor 10 obtains the latest information therefrom.

[0087] Following the processing of step S22, the start of the first task SB1 for the vehicle that output the termination request RFC_SB2 (i.e., vehicle VH_RFC_SB2) is predicted (step S23). The prediction of the start of the first task SB1 for vehicle VH_RFC_SB2 is made based on information on the current state of vehicle VH_RFC_SB2 acquired in step S22. Examples of information on the current state include those described in the explanation of the first task start prediction unit 17. When the start of the first task SB1 is predicted, information on the time when the start of this first task SB1 is predicted is generated.

[0088] Following the processing of step S23, it is determined whether the time difference between the current time tc and the time te at which the first task SB1 is expected to start is equal to or less than a threshold value TH (step S24). The current time tc may be the time at which the processor 10 receives a predetermined signal from the output source of the end request RFC_SB2. If there is no information on the expected time te, or if it is determined that the time difference exceeds the threshold value, the processing of step S25 is performed. If it is determined that the time difference is equal to or less than the threshold value, the processing of step S26 is performed.

[0089] In the processing of step S25, permission information for the termination request RFC_SB2 is generated. The permission information includes at least information to the effect that the termination request RFC_SB2 is accepted. In the processing of step S26, rejection information is generated. The rejection information includes at least information to reject the acceptance of the termination request RFC_SB2. The permission information or rejection information is transmitted to the terminal of the operator OPn engaged in the second task SB2 for the vehicle VH_RFC_SB2.

[0090] 4.Effects According to the embodiment described above, when the start trigger TRG_SB1 for the vehicle VHm is output, if there is an operator OPn who is already engaged in the second task SB2 for the vehicle VH_TRG_SB1, the first task SB1 for the vehicle VH_TRG_SB1 is assigned to this operator OPn. This makes it possible to reduce the time required for this operator OP to grasp the surrounding conditions of the vehicle VH_TRG_SB1. This is expected to contribute to the smooth operation of remote services.

[0091] According to the embodiment, when a termination request RFC_SB2 for a vehicle VHm is output, it is determined whether or not the start of a first task SB1 for this vehicle VHm is expected. If it is determined that the start of this first task SB1 is expected, the acceptance of the termination request RFC_SB2 is rejected. Therefore, when a start trigger TRG_SB1 for the vehicle VHm is output in the near future, it becomes possible to preferentially assign the first task SB1 for this vehicle VHm to an operator who has rejected the acceptance of the termination request RFC_SB2. [Explanation of symbols]

[0092] 10 Processors 11 Status information acquisition unit 12 First trigger output determination section 13 Allocation method setting section 14 1st Business Allocation Division 15 First Business Granting Department 16 Second request output determination unit 17 First Business Start Forecasting Department 18 Request Acceptance Judgment Unit 19 Second request response part DP1, DP2 displays MS Management Server OP1,OP2 Operator VH1, VH2 vehicles SB Service Business SB1 1st business SB2 2nd business TRG Start trigger

Claims

1. 1. A method for managing remote services for a mobile object, comprising: when a request to terminate the remote service is received, determining whether or not to accept the request; transmitting a result of the determination of the termination request to a terminal of an operator who transmitted the termination request; Including, The remote service includes a first operation that affects a driving efficiency of a target to which the remote service is provided, and a second operation that does not affect the driving efficiency; The step of determining a termination request includes: When the end request is a request to end the second service, determining whether or not the start of the first service is expected for a target of the second service; refusing to accept a request to terminate the second task when it is determined that the first task is expected to start; 23. A method for managing a remote service, comprising:

2. 2. The method of claim 1 , The step of determining a termination request includes: calculating a time when the first service is expected to start for a target of the second service; calculating a time for which an operator who has transmitted a request to end the second task will wait for the start of the first task based on a time when the first task is expected to start; Further including, When the time to wait for the start of the first service is equal to or less than a threshold, it is determined that the start of the first service for the target of the second service is expected.

23. A method for managing a remote service comprising:

3. 3. The method according to claim 1 or 2, The method further includes a step of appointing, when a start trigger for the first task is output while the operator who transmitted the end request for the second task is waiting for the start of the first task, the operator who is waiting for the start of the first task to be an operator in charge of the first task.

23. A method for managing a remote service comprising:

4. An apparatus for managing remote services for a mobile object, comprising: a processor for managing the remote service; The processor, a process of determining whether to accept a request to terminate the remote service operation when the request is received; A process of transmitting a result of the determination of the termination request to a terminal of an operator who transmitted the termination request; configured to: The remote service includes a first operation that affects a driving efficiency of a target to which the remote service is provided, and a second operation that does not affect the driving efficiency; In the process of determining whether to accept the termination request, the processor When the end request is a request to end the second service, a process of determining whether or not the start of the first service is expected for a target of the second service; a process of refusing to accept a request to terminate the second task when it is determined that the first task is expected to start; A remote service management device configured to perform the above.

5. 5. The apparatus of claim 4, In the process of determining whether or not the termination request is accepted, the processor A process of calculating a time when the first service is expected to start for a target of the second service; calculating a time for which an operator who has transmitted a request to end the second task will wait for the start of the first task based on a time when the first task is expected to start; configured to: When the time to wait for the start of the first service is equal to or less than a threshold, it is determined that the start of the first service for the target of the second service is expected. A remote service management device comprising:

6. 6. An apparatus according to claim 4 or 5, The processor further comprises: A remote service management device characterized in that, when a start trigger for the first task is output while an operator who sent a request to end the second task is waiting for the start of the first task, the device performs a process of appointing the operator waiting for the start of the first task to the operator in charge of the first task.

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