ENHANCED ON-DEMAND DIAGNOSTIC AND MAINTENANCE REPORTING

• US 20090171684A1
• Filed: 12/31/2007
• Published: 07/02/2009
• Est. Priority Date: 12/31/2007
• Status: Abandoned Application

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors Corporation (Motors Liquidation Co. GUC Trust)
• Inventors: Maten, Michael, Samolinski, Steven J., Kettenbeil, Kelley J., Correia, John J.
• Application Number:
  US11/967,347
• Publication Number:
  US 20090171684A1
• Time in Patent Office: Days
• US Class Current: 705/305
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G06Q 50/30 Transportation; Communications
• CPC Class Codes: G06Q 50/40 Business processes related to the transportation industry shipping G06Q10/083
• CPC Class Codes: H04M 2203/1016 Telecontrol
• CPC Class Codes: H04M 2203/553 Data upload
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A system and method for providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communication system. When receiving a telephone call from a subscriber requesting diagnostic assistance, a data connection is established between a call center and the subscriber'"'"'s vehicle, and the needed diagnostic data is obtained by the call center so that an advisor at the call center can provide the requested assistance. The established data connection is also used to obtain additional data from the vehicle related to vehicle maintenance and this additional data is used by the advisor to provide an enhanced response to the subscriber.

Claims

1. A method of providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, wherein the vehicle includes a telematics unit installed on the vehicle that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the method comprising the steps of:

receiving a telephone call from a caller requesting vehicle operational condition assistance, wherein the telephone call includes at least a portion of the call in which the caller speaks with an advisor at a call center;

retrieving operational condition data that includes diagnostic data associated with the caller'"'"'s request, wherein the retrieval of operational condition data includes sending the diagnostic data from the vehicle to a central facility via the telematics unit;

retrieving additional data relating to vehicle maintenance by sending the additional data from the vehicle to the central facility via the telematics unit;

providing a verbal response to the caller over the telephone call based on the retrieved diagnostic data; and

providing additional maintenance information to the caller based on the retrieved additional data.

2. The method of claim 1, further comprising the step of the caller initiating the telephone call from the vehicle via the telematics unit.

3. The method of claim 2, wherein the steps of retrieving operational condition data and retrieving additional data together further comprise the steps of switching the telephone call from a voice mode to a data mode, retrieving the diagnostic data and additional data while in the data mode, and then switching the telephone call from the data mode back to the voice mode.

4. The method of claim 3, wherein, prior to switching to the data mode, the caller speaks with a first advisor and wherein, after switching from the data mode back to the voice mode the caller speaks with a different, second advisor who is a live diagnostic advisor.

5. The method of claim 4, wherein the first advisor is a live advisor.

6. The method of claim 4, further comprising the step of providing the diagnostic data to a diagnostic tool operated by the live diagnostic advisor.

7. The method of claim 1, further comprising the step of the caller initiating the telephone call via a voice communication device other than the telematics unit, wherein the operational condition data is retrieved via a communication that is separate from the telephone call.

8. The method of claim 1, wherein central facility is the call center.

9. The method of claim 1, wherein the retrieving step further comprises providing the diagnostic data from one or more of the vehicle system modules to the telematics unit for subsequent transmission to the central facility.

10. The method of claim 1, wherein the step of providing additional maintenance information further comprises providing the additional maintenance information verbally to the caller over the telephone call.

11. The method of claim 1, wherein the step of providing additional maintenance information further comprises providing the additional maintenance informnation electronically for access by the caller at a time after the telephone call is terminated.

12. The method of claim 11, wherein the step of providing the additional maintenance information electronically further comprises the steps of obtaining an email address for the caller and sending the additional maintenance information to the caller via email.

13. A method of providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, wherein the vehicle includes a telematics unit installed on the vehicle that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the method comprising the steps of:

initiating a telephone call from a caller via the vehicle telematics unit to a call center;

connecting the telephone call to a first advisor at the call center;

receiving a verbal request from the caller for vehicle operational condition assistance;

retrieving operational condition data during the telephone call, wherein the step of retrieving operational condition data further comprises the steps of;

sending a request over the telephone call from the call center to the vehicle telematics unit requesting diagnostic data and additional data relating to vehicle maintenance;

obtaining the requested data at the telematics unit from one or more vehicle system modules located on the vehicle; and

transmitting the requested data to the call center over the telephone call;

connecting the caller to a second, different advisor that is a live diagnostic advisor;

supplying the requested data to the live diagnostic advisor;

providing a verbal response from the live diagnostic advisor to the caller over the telephone call based on the diagnostic data; and

providing additional maintenance information to the caller based on the additional data.

14. A system for providing enhanced diagnostic and maintenance reporting for a vehicle over a wireless communications system, comprising:

a call center that receives telephone calls from telematics services subscribers and that has access to data received from callers'"'"' vehicles;

a wireless carrier system that enables wireless telephone calls between callers and the call center;

a vehicle equipped with a telematics unit that communicates electronically with various vehicle system modules to receive vehicle data from the vehicle system modules, the telematics unit including wireless telephony components that communicate with the call center via the wireless carrier system;

wherein the call center includes at least one computer that responds to requests from an advisor at the call center and obtains operational condition data from the vehicle that includes both diagnostic data associated with a caller'"'"'s request and additional data relating to vehicle maintenance; and

wherein the call center is configured such that, during a telephone call between a caller and the advisor, the telephone call is switched from a voice mode to a data mode, the at least one computer obtains the operational condition data, the telephone call is switched back to the voice mode and transferred to a second, different advisor, and the diagnostic data and additional data are both supplied to the second advisor, wherein the second advisor can provide diagnostic assistance and maintenance information to the caller during the telephone call.

15. A system as defined in claim 14, wherein said wireless telephony components include a cellular chipset, data modem, or both.

16. A system as defined in claim 14, wherein the call center includes a voice response unit that operates as an advisor.

17. A system as defined in claim 14, wherein the diagnostic data includes one or more diagnostic trouble codes and wherein the call center includes a diagnostic tool comprising a programmed computer that receives the one or more diagnostic trouble codes and provides the second advisor with information based on the one or more diagnostic trouble codes.