Vehicle Remote Assistance Call Scheduling With Cancellation Feedback
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Solution Overview
Problem
In conventional vehicle remote assistance systems, when multiple vehicles call for assistance simultaneously, operators are overwhelmed with unnecessary calls due to the inability to immediately assign calls, leading to increased load as calls that resolve during the waiting period are still handled by operators.
Innovation Solution
A vehicle remote assistance system that includes a scheduling unit which prioritizes calls based on waiting periods, with higher priority given to calls that have exceeded a maximum waiting period, and allows cancellation of calls when the reason for the call is resolved, thereby reducing operator load by suppressing unnecessary assignments.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are scheduled and assigned to operators in conventional vehicle remote assistance systems, then calls are handled systematically, but operator load increases due to unnecessary calls that resolve during the waiting period
Solution Approach 1:
The patent implements dynamic priority adjustment for calls based on their waiting period. Calls are re-evaluated periodically, and their priority levels are adjusted according to how long they have been waiting. This dynamic approach allows the system to adapt to changing conditions, such as when a call's issue resolves itself, thereby reducing unnecessary operator assignments while maintaining reliable handling of persistent issues.
Solution Approach 2:
The patent performs preliminary evaluation of calls before final assignment to operators. By assessing calls in advance and identifying those that may resolve during the waiting period, the system can prevent unnecessary assignments. This preliminary action filters out redundant calls before they reach operators, improving productivity while maintaining reliable service for genuine issues.
2Reliability
If all calls are assigned to operators regardless of resolution status, then comprehensive coverage is achieved, but unnecessary workload is created on operators
Solution Approach 1:
The patent implements a feedback mechanism where the system continuously monitors the status of calls during the waiting period. By gathering feedback on whether issues have resolved themselves, the system can dynamically adjust assignments. This feedback loop ensures comprehensive coverage of genuine issues while preventing operator time loss on resolved matters.
Solution Approach 2:
The patent applies the principle of discarding calls that have become unnecessary (resolved during waiting period) before operator assignment. By identifying and discarding these redundant calls, the system recovers operator time that would have been spent on unnecessary tasks, while maintaining reliable coverage through continued monitoring and assignment of genuine issues.
3Loss of time
If calls are prioritized by waiting period duration, then urgent calls are handled first, but system complexity increases due to dynamic priority adjustment
Solution Approach 1:
The patent segments calls into different priority levels or categories based on their waiting period duration and resolution status. By dividing the call handling system into distinct segments (e.g., high-priority urgent calls, medium-priority waiting calls, low-priority resolved calls), the system manages complexity through structured categorization while still achieving rapid response to urgent matters.
Data Source
AI summary
A vehicle remote assistance system includes a plurality of vehicles and a remote assistance apparatus. Each of the plurality of vehicles includes a calling unit that transmits a call to the remote assistance apparatus. The remote assistance apparatus includes an assigning unit that schedules the calls that are transmitted from the plurality of vehicles and assigning the calls to any of a plurality of operators. The calling unit transmits a cancelation of the call to the remote assistance apparatus when a reason for the call is resolved after the call is made. The assigning unit cancels scheduling of the call that corresponds to the cancelation that is transmitted from the vehicle.