SYSTEM AND METHOD FOR DETERMINING A USER REQUEST

• US 20100246798A1
• Filed: 03/26/2009
• Published: 09/30/2010
• Est. Priority Date: 03/26/2009
• Status: Abandoned Application

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (Motors Liquidation Co. GUC Trust)
• Inventors: Ramamurthy, Kannan
• Application Number:
  US12/412,328
• Publication Number:
  US 20100246798A1
• Time in Patent Office: Days
• US Class Current: 379/265.90
• CPC Class Codes: H04M 2201/38 Displays
• CPC Class Codes: H04M 2201/42 Graphical user interfaces
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method for determining a user request involves receiving an image at a call center and generating a mathematical representation associated with the image. The method further includes using the image mathematical representation and a pre-selected image mathematical representation (previously associated with an action) to identify a user request that is associated with the image. Also disclosed herein is a system for accomplishing the same.

Claims

1. A method for determining a user request, comprising:

receiving an image at a call center;

generating a mathematical representation associated with the image;

retrieving a previously stored mathematical representation associated with a pre-selected image, wherein the pre-selected image corresponds with an action; and

using the image mathematical representation and the pre-selected image mathematical representation to identify a user request that is associated with the image.

2. The method as defined in claim 1 wherein prior to receiving the image at the call center, the method further comprises:

selecting the pre-selected image;

associating the pre-selected image with the action; and

storing, at the call center, the pre-selected image and the action in a user profile.

3. The method as defined in claim 1, further comprising:

including user identification information with the image received by the call center, the user identification information being associated with a vehicle; and

identifying the vehicle corresponding to the image based on the user identification information.

4. The method as defined in claim 1 wherein after receiving the image, the method further comprises:

requesting, from a sender of the image, user identification information; and

identifying a vehicle corresponding to the image based on the user identification information.

5. The method as defined in claim 1 wherein the generating of the mathematical representation associated with the pre-selected image is accomplished by:

retrieving an original encoded matrix of the pre-selected image;

generating a vector based on the original encoded matrix of the pre-selected image;

calculating a length of the vector; and

storing the vector and the length of the vector in a user profile at the call center.

6. The method as defined in claim 5 wherein retrieving the original encoded matrix of the pre-selected image is accomplished using encoding and decoding processes.

7. The method as defined in claim 5 wherein the generating of the mathematical representation associated with the image is accomplished by:

retrieving an original encoded matrix of the image;

generating a vector based on the original encoded matrix of the image; and

calculating a length of the vector.

8. The method as defined in claim 7, further comprising:

calculating a similarity coefficient based on the calculated length of the vector of the image and the pre-selected image;

comparing the similarity coefficient with a predetermined threshold; and

if the similarity coefficient is less than the predetermined threshold, identifying the user request.

9. The method as defined in claim 1 wherein the user request is selected from an information request, a vehicle service request, and a vehicle diagnostics request.

10. The method as defined in claim 1 wherein if the pre-selected image is a portion of a vehicle, then the image includes the same portion of the vehicle or the same portion of an other vehicle.

11. The method as defined in claim 1 wherein the pre-selected image is a portion of a vehicle or an other object.

12. The method as defined in claim 1, further comprising fulfilling the user request by triggering the action.

13. A system for determining a user request, comprising:

a call center configured to receive an image; and

a processor operatively associated with the call center, the processor configured to;

generate a mathematical representation associated with the image;

retrieve a previously stored mathematical representation associated with a pre-selected image, wherein the pre-selected image corresponds with an action; and

use the image mathematical representation and the pre-selected image mathematical representation to identify a user request that is associated with the image.

14. The system as defined in claim 13, further comprising a telematics unit operatively disposed in a vehicle associated with the received image, the telematics unit configured to fulfill the user request.

15. The system as defined in claim 13 wherein the image is an mms image including at least one or more features of the pre-selected image.

16. The system as defined in claim 13, further comprising a user profile stored at the call center, the user profile including the pre-selected image.

17. The system as defined in claim 13 wherein the image further includes user identification information, the user identification information authenticating a sender of the image.

18. The system as defined in claim 13 wherein the pre-selected image is selected from a portion of a vehicle and an other object.

19. The system as defined in claim 13 wherein the image is selected from a portion of a user vehicle, a portion of an other vehicle, and an other object.

20. The system as defined in claim 13, further comprising means for fulfilling the user request by triggering the action.