Roadside Assistance Dispatch via Vehicle Data Relay
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Solution Overview
Problem
Current roadside assistance systems face inefficiencies in quickly and accurately processing customer and vehicle data, leading to potential misallocation of services or denial of eligible assistance, which can irritate customers or result in costly improper service.
Innovation Solution
A vehicle computing system (VCS) that wirelessly communicates with an intermediate system and a backend roadside assistance processing system, enabling the transfer of vehicle and customer data, verification of assistance eligibility, and automatic dispatch of services, thereby streamlining the assistance request process.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Productivity
If manual processing of roadside assistance requests is used, then system complexity is reduced, but processing speed and accuracy deteriorate
Solution Approach 1:
The system enables automatic self-service processing where the VCS autonomously transmits vehicle data, the intermediate system automatically processes and validates information, and the backend system automatically determines eligibility and dispatches assistance without manual intervention, thereby increasing processing speed while managing complexity through automated workflows
Solution Approach 2:
The system divides the roadside assistance processing into distinct functional segments: the VCS for data collection and initial transmission, the intermediate system for processing and validation, and the backend system for eligibility determination and dispatch. This segmentation allows each component to specialize in specific tasks, improving overall processing efficiency while distributing system complexity across multiple manageable modules
2Measurement precision
If comprehensive data verification is implemented, then service allocation accuracy is improved, but processing time increases
Solution Approach 1:
The system performs preliminary data collection and validation by the VCS before transmission, and the intermediate system conducts initial processing and format verification before passing data to the backend. This preliminary action ensures data quality early in the process, reducing the need for reprocessing and actually decreasing total processing time despite comprehensive verification
Solution Approach 2:
The system replaces manual data verification with automated electronic validation processes. The intermediate system automatically checks data formats, validates vehicle information against databases, and verifies customer details through electronic means, significantly increasing processing speed while maintaining or improving accuracy compared to manual verification
3Reliability
If automated dispatch system is deployed, then service allocation accuracy is improved, but system complexity increases
Solution Approach 1:
The system implements feedback mechanisms where the backend system automatically receives processed data, validates eligibility criteria, and adjusts dispatch decisions based on real-time information. The system also provides feedback to the intermediate system about data quality and to the VCS about service status, creating a closed-loop control system that improves allocation accuracy while managing complexity through automated decision rules
Solution Approach 2:
The intermediate system serves as an intermediary layer between the VCS and backend system, handling data processing, validation, and formatting. This intermediary absorbs much of the system complexity, providing a standardized interface that simplifies the backend dispatch logic while ensuring reliable data transmission and processing
Data Source
AI summary
A roadside assistance system includes a vehicle computing system (VCS), an intermediate system, operable to communicate with the VCS and at least one backend system, and a backend roadside assistance processing system, operable to receive data from the intermediate system and operable to receive calls from the VCS. The VCS is operable to establish communication with the intermediate system. The VCS is further operable to transfer data to the intermediate system, to place a call to the backend roadside assistance processing system, and to relay at least a MIN to the backend roadside assistance processing system. The intermediate system is operable to process transferred data and relay data to the backend roadside system. The backend roadside system is operable to compare the MIN relayed from the VCS with data received from the intermediate system to formulate a dispatch order and to dispatch roadside assistance in accordance with the dispatch order.