초록 ▼

The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generat

The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generated based upon at least the detected event. The response plan is then acted upon in an automated fashion to provide an enhanced service experience for the customer.

대표청구항 ▼

1. A method for automating and enhancing customer service in vehicle distress situations comprising: detecting a vehicle distress event; wherein an on-board sensor is in electrical communication with an on-board computer and an on-board recording system; wherein the on-board computer and the on

1. A method for automating and enhancing customer service in vehicle distress situations comprising: detecting a vehicle distress event; wherein an on-board sensor is in electrical communication with an on-board computer and an on-board recording system; wherein the on-board computer and the on-board recording system are capable of electrical communication with a communications link and a navigation subsystem; generating a response plan; wherein the response plan is a function of predetermined customer provided information and the distress event; and executing at least one of the generated response plans. 2. The method for automating and enhancing customer service in vehicle distress situations of claim 1, wherein the predetermined customer provided information includes at least one of timing and method of notification delivery and priority settings, personal contact information, individuals requiring contact, preferences of repair facilities, desired rental car type, and previous service representative. 3. The method for automating and enhancing customer service in vehicle distress situations of claim 1, further comprising a response plan that is iteratively generated and executed. 4. The method for automating and enhancing customer service in vehicle distress situations of claim 1, wherein the response plan is automatically generated by a computer system. 5. The method for automating and enhancing customer service in vehicle distress situations of claim 1, further comprising detecting the distress event as a result of a computer system being in communication with a user community and service providers. 6. The method for automating and enhancing customer service in vehicle distress situations of claim 1, wherein the detecting of the distress event is a result of sensors in electrical communication with an onboard computer system. 7. The method for automating and enhancing customer service in vehicle distress situations of claim 6, the sensors include at least one of a seat belt sensor, altimeter sensor, water level sensor, electrical system sensor, air bag sensor, bumper sensor, panel impact sensor, parts removed from vehicle sensor, impact sensor, anti-theft sensor, glass sensor, ignition switch sensor, lock sensor, driver voice identification sensor, location (GPS) sensor, tire pressure sensor, communications links sensor, speed sensor, maintenance sensor, barometric pressure sensor, environmental conditions sensor, temperature sensor, fuel sensor, distance traveled sensor, accelerometers sensor, and an antilock brake system sensor. 8. A method for automating and enhancing customer service in vehicle distress situations comprising: detecting a vehicle distress event; generating a response plan in response to the distress event; wherein the response plan is based on customer provided information and the distress event; executing at least one of the generated response plan; and detecting the distress event as a result of an action by a third-party. 9. The method for automating and enhancing customer service in vehicle distress situations of claim 8, wherein the third-party is at least one of law enforcement personnel, emergency service personnel, and a reporting agency. 10. The method for automating and enhancing customer service in vehicle distress situations of claim 9, wherein the reporting agency monitors communication to determine presence of a distress event.