Device, System, and Method for Automated Vehicle Guidance System

• US 20170024671A1
• Filed: 07/21/2015
• Published: 01/26/2017
• Est. Priority Date: 07/21/2015
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: SMYTH, Joe, McCORMACK, Tony, YOAKUM, John H.
• Granted Patent: US 11,461,717 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: B64C 39/024 of the remote controlled vehicle type, i.e. RPV
• CPC Class Codes: B64U 2101/00 UAVs specially adapted for particular uses or applications
• CPC Class Codes: B64U 2101/30 for imaging, photography or videography
• CPC Class Codes: G06Q 10/06315 Needs-based resource requirements planning or analysis
• CPC Class Codes: G08G 1/205 Indicating the location of the monitored vehicles as destination, e.g. accidents, stolen, rental
• CPC Class Codes: G08G 5/0043 Traffic management of multiple aircrafts from the ground G08G5/003 takes precedence; data processing specially designed for resource management, e.g. scheduling or allocating time, human or machine resources G06Q10/06
• CPC Class Codes: G08G 5/0069 specially adapted for an unmanned aircraft

Abstract

A device, system, and method determines a prioritized location for an automated vehicle to move. The method performed at a contact center includes performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence. The method includes determining location data corresponding to the electronic device, the location data being a location of the electronic device. The method includes determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center. The method includes transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

Claims

1. A method, comprising:

at a contact center,

performing a transaction between an electronic device and the contact center, the transaction including at least one correspondence between a user of the electronic device and the contact center;

determining location data corresponding to the electronic device, the location data being indicative of a location of the electronic device;

determining prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center; and

transmitting the prioritized location data to an unmanned, automated vehicle (UAV), the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

2. The method of claim 1, wherein the transaction is a plurality of transactions, each of the transactions being from a respective electronic device.

3. The method of claim 2, wherein the further related data includes a further analysis of the transactions, the further analysis including a frequency of the transactions originating from electronic devices disposed in a substantially common area.

4. The method of claim 1, wherein the transaction is one of a voice call, a video call, a chat session, an email, and a combination thereof.

5. The method of claim 1, wherein the analysis of the at least one correspondence includes voice analyses, text analyses, metadata analyses, speech analyses, and a combination thereof.

6. The method of claim 1, wherein the internal information includes information previously stored in the contact center.

7. The method of claim 1, wherein the external information includes at least one of social media feeds and news feeds.

8. The method of claim 1, wherein the UAV is a drone.

9. The method of claim 1, wherein the UAV has a queue including a plurality of previously determined prioritized locations.

10. The method of claim 9, wherein the previously determined prioritized locations of the queue are ordered based on at least one of a capacity of the UAV, a load of the UAV, technical capabilities of the UAV, a position of the UAV, an optimized route of the UAV, and a combination thereof.

11. The method of claim 1, wherein the UAV is a plurality of UAVs.

12. The method of claim 11, further comprising:

selecting one of the UAVs for the prioritized location data.

13. The method of claim 9, further comprising:

determining a placement of the prioritized location data in the queue;

updating the queue; and

transmitting the updated queue to the UAV.

14. A server of a contact center, comprising:

a transceiver configured to transmit data to an unmanned, automated vehicle (UAV); and

a processor configured to perform a transaction with an electronic device, the transaction including at least one correspondence between a user of the electronic device and an agent of the contact center, the processor configured to determine location data corresponding to the electronic device, the location data being indicative of a location of the electronic device, the processor configured to determine prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center,

wherein the transceiver is configured to transmit the prioritized location data to the UAV, the UAV configured to automatically move to a predetermined location based upon the prioritized location data.

15. The server of claim 14, wherein the transaction is one of a voice call, a video call, a chat session, an email, and a combination thereof.

16. The server of claim 14, wherein the UAV has a queue including a plurality of previously determined prioritized locations.

17. The server of claim 16, wherein the processor is further configured to determine a placement of the prioritized location data in the queue, update the queue, and transmit the updated queue to the UAV.

18. The server of claim 14, wherein the transceiver transmits the prioritized location data to an automated vehicle guidance system which forwards the prioritized location data to the UAV.

19. The server of claim 14, wherein the UAV is a drone.

20. A system, comprising:

an unmanned, automated vehicle (UAV) configured to receive a prioritized location data and automatically move to a predetermined location based upon the prioritized location data; and

a server of a contact center configured to;

perform a transaction with an electronic device, the transaction including at least one correspondence between a user of the electronic device and an agent of the contact center;

determine location data corresponding to the electronic device, the location data being indicative of a location of the electronic device;

determine the prioritized location data based upon the location data and further related data, the further related data being at least one of an analysis of the at least one correspondence, internal information of the contact center, and external information available to the contact center; and

transmit the prioritized location data to the UAV.