Customer service automation systems and methods

• US 20020177926A1
• Filed: 10/09/2001
• Published: 11/28/2002
• Est. Priority Date: 10/06/2000
• Status: Active Grant

• Current Assignee: David Robert Small, David Scott Kerven, Gregory Max Oman, Jason Leonard Wrather, Laurie Oldham Smith, Mitchell Franklin White, Robert Farrell Lockwood, Verne Ewald Purvines
• Original Assignee: David Robert Small, David Scott Kerven, Gregory Max Oman, Jason Leonard Wrather, Laurie Oldham Smith, Mitchell Franklin White, Robert Farrell Lockwood, Verne Ewald Purvines
• Inventors: Small, David Robert, Kerven, David Scott, Lockwood, Robert Farrell, White, Mitchell Franklin, Oman, Gregory Max, Smith, Laurie Oldham, Wrather, Jason Leonard, Purvines, Verne Ewald
• Granted Patent: US 6,694,234 B2
• Time in Patent Office: Days
• US Class Current: 701/1
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 50/40 Business processes related to the transportation industry shipping G06Q10/083
• CPC Class Codes: G07C 5/008 communicating information to a remotely located station transmission systems for measured values G08C

Abstract

The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generated based upon at least the detected event. The response plan is then acted upon in an automated fashion to provide an enhanced service experience for the customer.

Claims

1. A method for automating and enhancing customer service in vehicle distress situations comprising:

detecting a vehicle distress event from at least one of a feedback signal from an on-board sensor, a customer initiated signal, and a third party reporting;

generating a response plan based on the vehicle distress event, the response plan being selected from at least one of arranging and delivering a rental vehicle, scheduling a repair appointment, checking parts availability and preordering out of stock parts at a location where a repair appointment was scheduled, dispatching of or scheduling an appointment with a claims adjustor, and notifying parties designated by the customer; and

executing at least one response plan.

2. A system for automating and enhancing customer service in vehicle distress situations comprising:

a detecting means for detecting a vehicle distress event;

a generating means for generating a response plan based on the vehicle distress event,

wherein the response plan is selected from at least one of arranging and delivering a rental vehicle, scheduling a repair appointment, checking parts availability and preordering out of stock parts at a location where a repair appointment was scheduled, dispatching of or scheduling an appointment with a claims adjustor, and notifying parties designated by the customer; and

a executing means for executing at least one response plan.