Vehicle warranty and repair computer-networked system

• US 20020072808A1
• Filed: 01/20/2000
• Published: 06/13/2002
• Est. Priority Date: 01/20/2000
• Status: Active Grant

• Current Assignee: FCA US LLC (Stellantis NV)
• Original Assignee: Daimler Chrysler Corporation (Mercedes-Benz Group AG)
• Inventors: Li, David D.
• Granted Patent: US 6,609,050 B2
• Time in Patent Office: Days
• US Class Current: 700/5
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

A computer-based warranty administration system provides vehicle-specific service. The system includes a dialog manager for collecting service information regarding a vehicle from a user. The system also has an artificial intelligence based reasoning module for analyzing the service information to determine a diagnosis. The system further includes a repair processing module for administering warranty-specific service based on the diagnosis and the service information.

Claims

1. A computer-based warranty administration system comprising:

a dialog manager for collecting service information regarding a vehicle from a user;

an artificial intelligence-based reasoning module for analyzing said service information to determine a diagnosis; and

a repair processing module for administering warranty-specific service based on said diagnosis and said service information.

2. The system according to claim 1 further comprising:

a case based reasoning module connected to the artificial intelligence-based reasoning module for analyzing the service information to determine the diagnosis;

a diagnostic module for analyzing said service information with a symptoms database and a cases database, said symptoms database containing information regarding automotive symptoms and said cases database containing information regarding automobiles exhibiting automotive symptoms contained in said symptoms databases; and

a dialog module for generating case-specific queries based on a query database, said symptoms database and said cases database, said query database containing information regarding user skill levels.

3. The system according to claim 1 further comprising:

a warranty analysis module for determining a warranty status based on a vehicle owner database, said vehicle owner database containing information regarding vehicle warranties;

a service dealer selector module for determining a service dealer location based on said warranty status, said service information and a service dealer database, said service dealer database containing information regarding service dealers;

a scheduler module for scheduling said vehicle for service at a specific time based on said service dealer location and said service dealer database;

a technician selector module for selecting a technician at said service dealer location to service said vehicle based on said specific time and said service dealer database; and

a vehicle loan module for determining vehicle loan availability at said specific time.

4. The system according to claim 1 further comprising a vehicle quality feedback module for monitoring servicing issues based on said diagnosis and said service information.

5. The system according to claim 4 further comprising:

an equipment configuration module for determining whether said vehicle contains an equipment configuration which has been identified as having servicing issues based on a known issues database, said known potential issues database containing information regarding servicing issues;

a recall module for determining whether said vehicle is under recall based on said known issues database;

a VIN module for determining whether a VIN for said vehicle has been identified as having servicing issues based on said known potential issues database;

an emerging issues module for updating an emerging issues database based on said diagnosis, said emerging issues database containing information regarding servicing issues not found in said known issues database.

6. The system according to claim 1 further comprising a user skill determinator module for determining a skill level for said user.

7. The system according to claim 6 further comprising:

a service associate module for biasing said system toward service associates based on a vehicle owner database and a query database, said vehicle owner database containing information regarding vehicle warranties and said query database containing information regarding user skill levels; and

a customer module for biasing said system toward customers based on said vehicle owner database and said query database.

8. The system according to claim 1 further comprising a problem severity level analysis module for notifying concerned parties when servicing issues reach a predetermined priority level.

9. The system according to claim 8 further comprising:

a severity assignment module for assigning priority levels to issues contained in a known issues database and an emerging issues database based on a severity level database, said known issues database containing information regarding servicing issues and said emerging issues database containing information regarding servicing issues not found in said known issues database, said severity level database containing information regarding problem severity; and

an emergency alert module for notifying concerned parties when servicing issues have a priority above a predetermined level based on a contact database, said contact database containing information regarding concerned parties.

10. A computer-based warranty administration method comprising:

collecting service information regarding a vehicle from a user;

determining a diagnosis based upon artificial intelligence analysis of the service information; and

providing the determined diagnosis to the user.

11. The method of claim 10 further comprising:

determining warranty coverage based upon the determined diagnosis and upon the service information from the user; and

providing the determined warranty coverage to the user.

12. The method of claim 10 further comprising:

receiving the service information via an Internet-based network; and

providing the warranty-specific service data to the user via the Internet-based network.

13. The method of claim 10 further comprising:

receiving evaluation ratings over a predetermined period of time for the vehicle repair steps,

said evaluation ratings being indicative of quality of performance for the vehicle repair steps and being associated with at least one person;

determining a statistic for at least one of the vehicle repair steps based upon the evaluation rating collected over the period of time;

determining a service person based upon the statistic for servicing the vehicle of the user based upon the determined diagnosis.

14. The method of claim 13 wherein the statistic is an average of the evaluation ratings.

15. The method of claim 13 further comprising the step of:

providing a person for additional training if the person receives a predetermined low evaluation rating over the period of time

16. The method of claim 10 wherein the service information from the user is directed to repairing the vehicle.

17. The method of claim 10 wherein the artificial intelligence analysis is based upon case base reasoning analysis of the service information.

18. The method of claim 10 wherein the artificial intelligence analysis is based upon a neural network analysis of the service information.

19. The method of claim 10 further comprising:

providing multi-media information to the user in order to determine the diagnosis for the vehicle

20. The method of claim 10 wherein the multi-media information includes audio and video information related to a problem of the vehicle.