Automated, targeted diagnostic probe using a vehicle telematics unit

• US 9,645,971 B2
• Filed: 08/09/2013
• Issued: 05/09/2017
• Est. Priority Date: 03/31/2008
• Status: Active Grant

• Current Assignee: General Motors LLC (General Motors Company)
• Original Assignee: General Motors LLC (General Motors Company)
• Inventors: Hering, Carl J., Edwards, Ryan M.
• Primary Examiner(s): RODDEN, JOSHUA E
• Application Number:
  US13/963,006
• Publication Number:
  US 20130325249A1
• Time in Patent Office: 1,369 Days
• Field of Search: 701 29, 701 33, 701 291, 701 314, 701 315, 701 316, 701 343, 701 328
• CPC Class Codes: G06F 17/00 Digital computing or data processing equipment or methods, specially adapted for specific functions information retrieval, database structures or file system structures therefor G06F16/00
• CPC Class Codes: G06Q 10/20 Administration of product repair or maintenance
• CPC Class Codes: G07C 5/008 communicating information to a remotely located station transmission systems for measured values G08C

Abstract

A system and method for providing diagnostic assistance to a driver of a vehicle when calling a call center following a diagnostic warning being displayed on the vehicle instrument panel. Upon establishing the call, indicator data representative of the warning is automatically sent to the call center where it is used to select one or more diagnostic tests targeted to particular vehicle systems associated with the warning. The test is carried out at the vehicle and the resulting diagnostic data sent back to the call center. The call is then switched to an advisor at the call center and the received diagnostic data is used to aid the advisor in providing the diagnostic assistance to the driver.

Claims

1. A method of supplying data for use in providing diagnostic assistance to a vehicle, comprising the steps of:

(a) obtaining indicator data representative of vehicle diagnostic information that is presented via a vehicle instrument panel;

(b) in response to the indicator data, receiving a request from a vehicle occupant to place a call to a call center using a telematics unit installed in the vehicle, wherein the telematics unit initiates the call to the call center upon receipt of the request from the vehicle occupant and wherein the telematics unit places the call by establishing a connection to the call center over a communication channel configured to transmit voice communication, data communication, or both;

(c) automatically transmitting the indicator data to the call center over the communication channel once the connection is established with the call center, the transmission of the indicator data automatically initiating diagnostic probing of one or more vehicle modules, wherein the diagnostic probing is transparent to the vehicle occupant and includes;

(c1) receiving a selected diagnostic test that is selected from a plurality of diagnostic tests based on the transmitted indicator data;

(c2) commanding the vehicle to carry out the selected diagnostic test;

(c3) obtaining diagnostic data resulting from the diagnostic test; and

(c4) sending the diagnostic data to the call center;

(d) upon completion of the diagnostic probing, automatically enabling voice communication over the communication channel and transferring the call to a call center advisor without terminating the established connection over the communication channel; and

(e) receiving at the vehicle a response from the call center advisor that includes diagnostic assistance related to the diagnostic data;

wherein steps c1-c4 are performed via the call after the connection is established between the vehicle and the call center, but prior to the call being transferred to the call center advisor.

2. The method of claim 1, wherein the obtaining step further comprises monitoring bus messages for the indicator data and temporarily storing the indicator data retrieved from the bus messages until the indicator data is transmitted via the call.

3. The method of claim 1, wherein the obtaining step further comprises obtaining indicator data representative of an illuminated warning light displayed on the vehicle instrument panel.

4. The method of claim 1, wherein the obtaining step further comprises obtaining indicator data representative of a textual message displayed on the vehicle instrument panel.

5. The method of claim 1, further comprising the step of entering into a data mode at an outset of the call and wherein the transmitting step further comprises transmitting the indicator data over the call while in the data mode.

6. The method of claim 5, further comprising the step of switching from the data mode to a voice mode after the indicator data is transmitted to the call center.

7. The method of claim 1, wherein the step of receiving a response that includes diagnostic assistance further comprises receiving the diagnostic assistance from the advisor at the call center over the same occupant-initiated call that was used to transmit the indicator data to the call center.

8. The method of claim 1, wherein the transmitting step further comprises encoding the indicator data and sending the encoded data to the call center.

9. A method of processing a call received at a call center to provide diagnostic assistance to a vehicle, comprising the steps of:

(a) receiving a call from a vehicle telematics unit, wherein receipt of the call establishes a connection between the call center and the vehicle telematics unit over a communication channel configured to transmit voice communication, data communication, or both;

(b) receiving data from the telematics unit via the call;

(c) processing the data and identifying from it indicator data representative of vehicle diagnostic information that is presented via a vehicle instrument panel;

(d) selecting a diagnostic test for one or more specific vehicle modules from a plurality of diagnostic tests based on the indicator data;

(e) transmitting a command to the vehicle telematics unit that initiates the diagnostic test on the specific vehicle module(s);

(f) receiving a diagnostic result data back at the call center from the telematics unit; and

(g) upon receipt of the diagnostic result data, automatically enabling voice communication over the communication channel and transferring the call to an advisor without terminating the established connection over the communication channel, and providing the advisor with diagnostic information based on the received diagnostic result data;

wherein steps (b), (c), (d), (e), and (f) are performed via the call after the connection is established between the vehicle and the call center, but prior to the call being transferred to the call center advisor.

10. The method of claim 9, wherein step (e) further comprises the step of sending the selected diagnostic test to the vehicle over the call.

11. The method of claim 9, wherein step (c) further comprises the step of decoding a bit pattern contained in the received data and obtaining the indicator data from the decoded bit pattern, and wherein step (d) further comprises the step of selecting the vehicle module via a lookup using the indicator data.