Vehicle Service Button Intent Detection to Cut False Requests
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Solution Overview
Problem
Modern vehicles face issues with accidental engagement of service request buttons, leading to unnecessary service requests that require significant advisor time to confirm intentionality, resulting in excess costs.
Innovation Solution
A computer-implemented method and system that calculates a service request confidence score based on various vehicle status inputs to determine the likelihood of an intentional engagement, allowing for automatic cancellation or transmission of the request within a defined period.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If service request button is provided for direct communication, then ease of operation is improved, but accidental engagement causes loss of time and resources
Solution Approach 1:
The system performs preliminary analysis of button engagement characteristics (duration, pressure, pattern) before initiating service request processing. By evaluating these parameters in advance, the system can predict accidental engagement and prevent unnecessary advisor verification, thus resolving the contradiction between ease of operation and time loss.
Solution Approach 2:
The system implements feedback mechanisms where button engagement data is continuously monitored and analyzed. The feedback loop compares engagement patterns against established criteria to determine intent, enabling automatic rejection of accidental requests while preserving legitimate ones, thereby reducing advisor time without compromising ease of operation.
2Productivity
If service request is transmitted immediately, then productivity is improved, but unnecessary requests increase cost
Solution Approach 1:
The system executes preliminary validation of service requests by analyzing engagement characteristics before transmission to the service center. This pre-screening process filters out accidental engagements automatically, enabling fast processing of legitimate requests while preventing waste of service center resources on false alarms.
Solution Approach 2:
The system performs self-validation of service requests using onboard sensors and processing capabilities. By autonomously determining request legitimacy without external intervention, the system maintains high productivity while eliminating unnecessary resource consumption at the service center.
3Reliability
If advisor verification is required for all requests, then reliability is improved, but loss of time increases
Solution Approach 1:
The system conducts preliminary verification by analyzing button engagement patterns, duration, and contextual data before advisor review. This pre-verification process filters out clearly accidental engagements, allowing advisors to focus only on ambiguous cases, thereby maintaining high reliability while significantly reducing overall verification time.
Solution Approach 2:
The system introduces an automated analysis intermediary between button engagement and advisor verification. This intermediary evaluates engagement characteristics and provides recommendations, enabling advisors to make faster, more accurate decisions without compromising reliability.
Data Source
AI summary
A computer-implemented method that, when executed by data processing hardware, causes data processing hardware to perform operations comprising receiving a service request associated with a service request button of a vehicle, receiving one or more service button engagement scoring inputs each associated with a corresponding vehicle status, calculating a service request confidence score based on the one or more service button engagement scoring inputs, assigning a service request cancellation period based on the one or more service button engagement scoring inputs, determining whether a cancellation request is received within the service request cancellation period, and either cancelling the service request when the cancellation request is received within the service request cancellation period, or transmitting the service request to a service provider when the cancellation request is not received within the service request cancellation period.