Method and Apparatus for Interactive Vehicle Service Reception

• US 20160125366A1
• Filed: 10/31/2014
• Published: 05/05/2016
• Est. Priority Date: 10/31/2014
• Status: Abandoned Application

• Current Assignee: Ford Global Technologies, LLC (Ford Motor Company)
• Original Assignee: Ford Global Technologies, LLC (Ford Motor Company)
• Inventors: McCaffrey, Kenneth James, Ziegler, David Alan
• Application Number:
  US14/530,024
• Publication Number:
  US 20160125366A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/1095 Meeting or appointment
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance

Abstract

A system includes a processor configured to retrieve an appointment from a service appointment schedule. The processor is also configured to contact a vehicle associated with the retrieved appointment and determine if the vehicle is on-site at a service location. The processor is further configured to query a current vehicle location and vehicle destination if the vehicle is not on-site. Also, the processor is configured to determine if the vehicle is en-route to the service location based on the vehicle location and destination and update the appointment schedule with an expected arrival time if the vehicle is en-route. Once the vehicle is on-site, the processor can perform numerous interactions with the vehicle to provide a highly automated customer experience.

Claims

1. A system comprising:

a processor configured to;

retrieve an appointment from a service-appointment schedule;

contact a vehicle associated with the retrieved appointment;

determine if the vehicle is on-site at a service facility;

query a current vehicle location and vehicle destination if the vehicle is not on-site;

determine if the vehicle is en-route to the service facility based on the vehicle location and destination; and

update the appointment schedule with an expected arrival time.

2. The system of claim 1, wherein the processor is further configured to send a reminder to a vehicle owner if the vehicle is not en-route.

3. The system of claim 1, wherein the processor is further configured to retrieve vehicle diagnostic information if the vehicle is on-site.

4. The system of claim 1, wherein the processor is configured to determine that the vehicle is en-route based on a correspondence between the service facility and a currently input vehicle route destination retrieved as the vehicle destination.

5. The system of claim 1, wherein the processor is configured to determine that the vehicle is en-route based on the vehicle location being within a predefined distance of the service facility.

6. The system of claim 1, wherein the processor is configured to determine that the vehicle is en-route based on a correspondence between a vehicle heading and a direction from the vehicle to the service facility.

7. The system of claim 1, wherein the processor is configured to determine a route from the vehicle location to the service facility, and to determine that the vehicle is en-route based on repeated vehicle location requests resulting in locations that are within a predetermined tolerance of the determined route.

8. A system comprising:

a processor configured to;

determine an available service appointment timeslot;

search a database of available vehicle connections for a vehicle in need of service;

determine if needed service can be performed in the available timeslot; and

send a service recommendation to the vehicle if the needed servicing can be performed in the available timeslot.

9. The system of claim 8, wherein the processor is configured to determine that the vehicle is in need of service based on diagnostic information retrieved from the vehicle.

10. The system of claim 8, wherein the processor is configured to determine that the vehicle is in need of service based on a previously saved service reminder.

11. The system of claim 8, wherein the processor is further configured to receive confirmation from the vehicle that a customer has accepted the service recommendation.

12. The system of claim 11, wherein the processor is further configured to schedule an appointment in the available timeslot for the vehicle if the confirmation is received.

13. The system of claim 11, wherein the process is further configured to generate an alert for on-site personnel if a customer has accepted the service recommendation.

14. A system comprising:

a processor configured to;

receive diagnostic data from a wirelessly connected vehicle computer;

retrieve customer and vehicle system data;

determine vehicle service recommendations based on at least one of the diagnostic, customer, and vehicle system data;

communicate with a dealer-management system to retrieve part availability and cost data corresponding to the service recommendations; and

populate a display with the service recommendations, part availability, and cost data.

15. The system of claim 14, wherein the vehicle system data includes recall recommendations.

16. The system of claim 14, wherein the vehicle system data includes maintenance or repair recommendations previously saved with respect to the vehicle.

17. The system of claim 14, wherein the processor is configured to populate a display corresponding to a terminal into which a customer corresponding to the retrieved customer data has logged-in.

18. The system of claim 14, wherein the processor is configured to populate the display with a service-related incentive.

19. The system of claim 14, wherein the processor is configured to determine a transportation need of a customer and schedule transportation corresponding to the transportation need.

20. A system comprising:

a processor configured to;

detect that a vehicle is in a designated service area;

retrieve information identifying a customer associated with the vehicle based on vehicle detection;

populate a welcome screen, provided in the service area, with customer welcome information;

determine if an interactive customer terminal is available for use; and

reserve an available interactive customer terminal for the customer.

21. The system of claim 20, wherein the customer welcome information includes at least a customer name.

22. The system of claim 20, wherein the customer welcome information includes at least one customer instruction.

23. The system of claim 20, wherein the processor is further configured to alert personnel that a customer has arrived.

24. The system of claim 20, wherein the customer welcome information includes at least identification of the reserved interactive customer terminal.