Logic Based Dispatch Control

• US 20180268704A1
• Filed: 03/16/2017
• Published: 09/20/2018
• Est. Priority Date: 03/16/2017
• Status: Active Application

• Current Assignee: Allstate Insurance Company (Allstate Corporation)
• Original Assignee: Allstate Insurance Company (Allstate Corporation)
• Inventors: Balk, Chad
• Application Number:
  US15/460,653
• Publication Number:
  US 20180268704A1
• Time in Patent Office: Days
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G08G 1/202 Dispatching vehicles on the basis of a location, e.g. taxi dispatching

Abstract

Aspects of the disclosure relate to using systemic logic based on one or more escalation control thresholds to manage fulfillment of a dispatch. In some instances, a dispatch management server may receive data for each of one or more escalation control thresholds, monitor fulfillment of a dispatch after an incident based on each of the one or more escalation control thresholds, identify that at least one of the one or more escalation control thresholds has been surpassed, identify an available dispatch specialist out of a plurality of dispatch specialists to receive task management responsibilities, and assign the task management responsibilities to the dispatch specialist.

Claims

1. A dispatch management server, comprising:

at least one processor;

a communication interface communicatively coupled to the at least one processor; and

memory storing computer-readable instructions that, when executed by the at least one processor, cause the dispatch management server to;

receive data for each of one or more escalation control thresholds;

monitor fulfillment of a dispatch after an incident based on each of the one or more escalation control thresholds;

identify that at least one of the one or more escalation control thresholds has been surpassed;

responsive to identifying that at least one of the one or more escalation control thresholds has been surpassed, identify an available dispatch specialist out of a plurality of dispatch specialists to receive task management responsibilities; and

responsive to identifying the available dispatch specialist out of the plurality of dispatch specialists to receive the task management responsibilities, assign the task management responsibilities to the available dispatch specialist.

2. The dispatch management server of claim 1, wherein the one or more escalation control thresholds relate to at least one of:

estimated time of arrival (ETA) of the dispatch, predictive ETA of the dispatch, ETA extensions taken by the dispatch, and dispatch number associated with the incident.

3. The dispatch management server of claim 1, wherein the predictive ETA is determined by:

access, via the communication interface, a telematics device of a dispatch vehicle associated with the dispatch;

identify, based on the accessed telematics device of the dispatch vehicle associated with the dispatch, a relative location of the dispatch vehicle in relation to a dispatch requester computing device related to the dispatch; and

calculate the predictive ETA based on the relative location.

4. The dispatch management server of claim 1, wherein identifying the available dispatch specialist out of the plurality of dispatch specialists to receive the task management responsibilities includes:

access a database comprising information corresponding to each of the plurality of dispatch specialists;

from the database, produce a list of available dispatch specialists out of the plurality of dispatch specialists by excluding dispatch specialists that are unavailable, work in a group not associated with the dispatch, or have a time conflict;

sort the list of available dispatch specialists based on predetermined criteria; and

identify, from the sorted list of available dispatch specialists, the available dispatch specialist occupying a top most entry of the sorted list to receive the task management responsibilities.

5. The dispatch management server of claim 1, wherein the memory stores further computer-readable instructions that, when executed by the at least one processor, cause the dispatch management server to:

receive, from a computing device associated with the dispatch specialist assigned the task management responsibilities, an update regarding the fulfillment of the dispatch; and

transmit, by the communication interface, the update to a dispatch requester computing device related to the dispatch;

refresh, based on the update regarding the fulfillment of the dispatch, one or more of the escalation control thresholds;

monitor fulfillment of the dispatch based on the one or more refreshed escalation control thresholds;

identify that at least one of the one or more refreshed escalation control thresholds has been surpassed;

responsive to identifying that at least one of the one or more refreshed escalation control thresholds has been surpassed, transmit a cancelation notification to a computing device associated with a dispatch vehicle associated with the dispatch; and

request a new dispatch vehicle.

6. The dispatch management server of claim 1, wherein monitoring fulfillment of the dispatch after the incident based on each of the one or more escalation control thresholds includes:

transmit, to a dispatch requester computing device and a computing device of a dispatch vehicle associated with the dispatch, via the communication interface, a dispatch confirmation;

responsive to transmitting the dispatch confirmation, activate a dispatch timer associated with the dispatch, wherein the dispatch timer is configured to expire upon receipt of a dispatch arrival confirmation; and

based on the dispatch timer, determine whether any of the one or more escalation control thresholds have been surpassed.

7. A method, comprising:

receiving data for each of one or more escalation control thresholds;

monitoring fulfillment of a dispatch after an incident based on each of the one or more escalation control thresholds;

identifying that at least one of the one or more escalation control thresholds has been surpassed;

responsive to identifying that at least one of the one or more escalation control thresholds has been surpassed, identifying an available dispatch specialist out of a plurality of dispatch specialists to receive task management responsibilities; and

responsive to identifying the available dispatch specialist out of the plurality of dispatch specialists to receive the task management responsibilities, assigning the task management responsibilities to the available dispatch specialist.

8. The method of claim 7, wherein the one or more escalation control thresholds relate to at least one of:

estimated time of arrival (ETA) of the dispatch, predictive ETA of the dispatch, ETA extensions taken by the dispatch, and dispatch number associated with the incident.

9. The method of claim 7, wherein the predictive ETA is determined by:

accessing a telematics device of a dispatch vehicle associated with the dispatch;

identifying, based on the accessed telematics device of the dispatch vehicle associated with the dispatch, a relative location of the dispatch vehicle in relation to a dispatch requester computing device related to the dispatch; and

calculating the predictive ETA based on the relative location.

10. The method of claim 7, wherein identifying the available dispatch specialist out of the plurality of dispatch specialists to receive the task management responsibilities includes:

accessing a database comprising information corresponding to each of the plurality of dispatch specialists;

from the database, producing a list of available dispatch specialists out of the plurality of dispatch specialists by excluding dispatch specialists that are unavailable, work in a group not associated with the dispatch, or have a time conflict;

sorting the list of available dispatch specialists based on predetermined criteria; and

identifying, from the sorted list of available dispatch specialists, the available dispatch specialist occupying a top most entry of the sorted list to receive the task management responsibilities.

11. The method of claim 7, further comprising:

receiving, from the computing device associated with the dispatch specialist assigned the task management responsibilities, an update regarding the fulfillment of the dispatch;

transmitting the update to a dispatch requester computing device related to the dispatch

refreshing, based on the update regarding the fulfillment of the dispatch, one or more of the escalation control thresholds;

monitoring fulfillment of the dispatch based the one or more refreshed escalation control thresholds; and

identifying that at least one of the one or more refreshed escalation control thresholds has been surpassed.

12. The method of claim 11, further comprising:

responsive to identifying that at least one of the one or more refreshed escalation control thresholds has been surpassed, transmitting a cancelation notification to a computing device associated with a dispatch vehicle associated with the dispatch; and

requesting a new dispatch vehicle.

13. The method of claim 7, further comprising:

transmitting, to a dispatch requester computing device and a computing device of a dispatch vehicle associated with the dispatch, a dispatch confirmation;

responsive to transmitting the dispatch confirmation, activating a dispatch timer associated with the dispatch, wherein the dispatch timer is configured to expire upon receipt of a dispatch arrival confirmation; and

based on the dispatch timer, determining whether any of the one or more escalation control thresholds have been surpassed.

14. One or more non-transitory computer-readable media storing instructions that, when executed by a computing device comprising at least one processor, memory, and a communication interface, cause the computing device to:

receive data for each of one or more escalation control thresholds;

monitor fulfillment of a dispatch after an incident based on each of the one or more escalation control thresholds;

identify that at least one of the one or more escalation control thresholds has been surpassed;

responsive to identifying that at least one of the one or more escalation control thresholds has been surpassed, identify an available dispatch specialist out of a plurality of dispatch specialists to receive task management responsibilities; and

responsive to identifying the available dispatch specialist out of the plurality of dispatch specialists to receive the task management responsibilities, assign the task management responsibilities to the available dispatch specialist.

15. The one or more non-transitory computer-readable media of claim 14, wherein the one or more escalation control thresholds relate to at least one of:

estimated time of arrival (ETA) of the dispatch, predictive ETA of the dispatch, ETA extensions taken by the dispatch, and dispatch number associated with the incident.

16. The one or more non-transitory computer-readable media of claim 14, wherein the one or more non-transitory computer-readable media store further instructions that, when executed by the computing device comprising the at least one processor, memory, and the communication interface, cause the computing device to:

access, via the communication interface, a telematics device of a dispatch vehicle associated with the dispatch;

identify, based on the accessed telematics device of a dispatch vehicle associated with the dispatch, a relative location of the dispatch vehicle in relation to a dispatch requester computing device related to the dispatch; and

calculate the predictive ETA based on the relative location.

17. The one or more non-transitory computer-readable media of claim 14, storing further instructions that, when executed by the computing device comprising the at least one processor, memory, and the communication interface, cause the computing device to:

access a database comprising information corresponding to each of the plurality of dispatch specialists;

from the database, produce a list of available dispatch specialists out of the plurality of dispatch specialists by excluding dispatch specialists that are unavailable, work in a group not associated with the dispatch, or have a time conflict;

sort the list of available dispatch specialists based on predetermined criteria; and

identify, from the sorted list of available dispatch specialists, the available dispatch specialist occupying a top most entry of the sorted list to receive the task management responsibilities.

18. The one or more non-transitory computer-readable media of claim 14, storing further instructions that, when executed by the computing device comprising the at least one processor, memory, and the communication interface, cause the computing device to:

receive, from the computing device associated with dispatch specialist assigned the task management responsibilities, an update regarding the fulfillment of the dispatch;

transmit, by the communication interface, the update to a dispatch requester computing device related to the dispatch. refresh, based on the update regarding the fulfillment of the dispatch, one or more of the escalation control thresholds;

monitor fulfillment of the dispatch based the one or more refreshed escalation control thresholds; and

identify that at least one of the one or more refreshed escalation control thresholds has been surpassed.

19. The one or more non-transitory computer-readable media of claim 18, storing further instructions that, when executed by the computing device comprising the at least one processor, memory, and the communication interface, cause the computing device to:

responsive to identifying that at least one of the one or more refreshed escalation control thresholds has been surpassed, transmit a cancelation notification to a computing device associated with a dispatch vehicle associated with the dispatch; and

request a new dispatch vehicle.

20. The one or more non-transitory computer-readable media of claim 19, storing further instructions that, when executed by the computing platform device the at least one processor, memory, and the communication interface, cause the computing device to:

transmit, to a dispatch requester computing device and a computing device of a dispatch vehicle associated with the dispatch, via the communication interface, a dispatch confirmation;

responsive to transmitting the dispatch confirmation, activate a dispatch timer associated with the dispatch, wherein the dispatch timer is configured to expire upon receipt of a dispatch arrival confirmation; and

based on the dispatch timer, determine whether any of the one or more escalation control thresholds have been surpassed.