Telematics Service System Remote Operator Support
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Solution Overview
Problem
Modern vehicles with complex electronics and infotainment systems require improved methods for operator support and guidance, as existing solutions often necessitate time-consuming visits to service advisors, increasing service demand and operator inconvenience.
Innovation Solution
A telematics service system enables remote interaction between vehicle operators and service advisors through voice and data communication, allowing advisors to remotely view and control infotainment systems, provide verbal instructions, and send audio/visual tutorials, facilitating operator support and diagnostics.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If vehicle operators bring their vehicles to service advisors at a vehicle dealership for support and guidance, then operator support and guidance can be obtained, but significant time cost is incurred and service demand at the dealership increases
Solution Approach 1:
A telematics service system acts as an intermediary between the vehicle operator and the service advisor. The system enables remote communication and data exchange, allowing the service advisor to access vehicle information and provide guidance without the operator needing to physically bring the vehicle to the dealership, thereby reducing time cost while maintaining support quality
Solution Approach 2:
The patent replaces the mechanical system of physical vehicle transport to the dealership with an electronic/telematic system. Through telematics communication, the service advisor can remotely access vehicle data, diagnose issues, and provide guidance electronically, substituting the need for physical presence and vehicle movement
2Reliability
If vehicle operators bring their vehicles to service advisors at a vehicle dealership for support and guidance, then operator support and guidance can be obtained, but service demand at the dealership increases
Solution Approach 1:
The telematics service system serves as an intermediary that enables remote service delivery. Service advisors can handle multiple vehicle inquiries simultaneously through the telematics platform, reducing the need for operators to physically visit the dealership and thereby decreasing overall service demand at the dealership while maintaining support availability
Solution Approach 2:
The system enables a form of self-service where operators can receive guided support through the telematics interface, following remote instructions from service advisors to resolve issues themselves. This reduces the need for hands-on service at the dealership, decreasing service demand while maintaining support effectiveness
Data Source
AI summary
A method for providing interaction with an operator of a vehicle includes receiving request, from the operator of the vehicle and using a telematics system of the vehicle, for support or assistance regarding use of the telematics system, establishing a remote voice communication link between the vehicle and a remotely located call center, using the telematics system, and establishing a remote data communication link between the vehicle and the remotely located call center, using the telematics system. The method further includes providing verbal interaction or instruction regarding the use of the telematics system through the established remote voice communication, using the telematics system and/or providing audio/visual remote control, demonstrating or executing the use of the telematics system through the established remote data communication link, using the telematics system.