ENHANCED ON-DEMAND DIAGNOSTIC AND MAINTENANCE REPORTING
First Claim
1. A method of providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, wherein the vehicle includes a telematics unit installed on the vehicle that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the method comprising the steps of:
- receiving a telephone call from a caller requesting vehicle operational condition assistance, wherein the telephone call includes at least a portion of the call in which the caller speaks with an advisor at a call center;
retrieving operational condition data that includes diagnostic data associated with the caller'"'"'s request, wherein the retrieval of operational condition data includes sending the diagnostic data from the vehicle to a central facility via the telematics unit;
retrieving additional data relating to vehicle maintenance by sending the additional data from the vehicle to the central facility via the telematics unit;
providing a verbal response to the caller over the telephone call based on the retrieved diagnostic data; and
providing additional maintenance information to the caller based on the retrieved additional data.
14 Assignments
0 Petitions
Accused Products
Abstract
A system and method for providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communication system. When receiving a telephone call from a subscriber requesting diagnostic assistance, a data connection is established between a call center and the subscriber'"'"'s vehicle, and the needed diagnostic data is obtained by the call center so that an advisor at the call center can provide the requested assistance. The established data connection is also used to obtain additional data from the vehicle related to vehicle maintenance and this additional data is used by the advisor to provide an enhanced response to the subscriber.
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Citations
17 Claims
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1. A method of providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, wherein the vehicle includes a telematics unit installed on the vehicle that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the method comprising the steps of:
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receiving a telephone call from a caller requesting vehicle operational condition assistance, wherein the telephone call includes at least a portion of the call in which the caller speaks with an advisor at a call center; retrieving operational condition data that includes diagnostic data associated with the caller'"'"'s request, wherein the retrieval of operational condition data includes sending the diagnostic data from the vehicle to a central facility via the telematics unit; retrieving additional data relating to vehicle maintenance by sending the additional data from the vehicle to the central facility via the telematics unit; providing a verbal response to the caller over the telephone call based on the retrieved diagnostic data; and providing additional maintenance information to the caller based on the retrieved additional data. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. A method of providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, wherein the vehicle includes a telematics unit installed on the vehicle that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the method comprising the steps of:
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initiating a telephone call from a caller via the vehicle telematics unit to a call center; connecting the telephone call to a first advisor at the call center; receiving a verbal request from the caller for vehicle operational condition assistance; retrieving operational condition data during the telephone call, wherein the step of retrieving operational condition data further comprises the steps of; sending a request over the telephone call from the call center to the vehicle telematics unit requesting diagnostic data and additional data relating to vehicle maintenance; obtaining the requested data at the telematics unit from one or more vehicle system modules located on the vehicle; and transmitting the requested data to the call center over the telephone call; connecting the caller to a second, different advisor that is a live diagnostic advisor; supplying the requested data to the live diagnostic advisor; providing a verbal response from the live diagnostic advisor to the caller over the telephone call based on the diagnostic data; and providing additional maintenance information to the caller based on the additional data.
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14. A system for providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, comprising:
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a call center that receives telephone calls from telematics services subscribers and that has access to data received from callers'"'"' vehicles; a wireless carrier system that enables wireless telephone calls between callers and the call center; a vehicle equipped with a telematics unit that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the telematics unit including wireless telephony components that communicate with the call center via the wireless carrier system; wherein the call center includes at least one computer that responds to requests from an advisor at the call center and obtains operational condition data from the vehicle that includes both diagnostic data associated with a caller'"'"'s request and additional data relating to vehicle maintenance; and wherein the call center is configured such that, during a telephone call between a caller and the advisor, the telephone call is switched from a voice mode to a data mode, the at least one computer obtains the operational condition data, the telephone call is switched back to the voice mode and transferred to a second, different advisor, and the diagnostic data and additional data are both supplied to the second advisor, wherein the second advisor can provide diagnostic assistance and maintenance information to the caller during the telephone call. - View Dependent Claims (15, 16, 17)
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Specification