Pre-connection system readiness for receiving voice and data commands

A pre-connection readiness system employs a telematics unit and a telematics call center. The telematics unit receives and stores pre-connection user information prior to a connection between the telematics unit and the telematics call center. The telematics unit and the telematics call center exchange the pre-connection user information subsequent to the connection between the telematics unit and the telematics call center.

FIELD OF THE INVENTION

The present invention generally relates to techniques for connecting a telematics unit in a vehicle to a telematics call center. The present invention specifically relates to facilitating a system readiness for receiving voice and data commands prior to a connection being established between a telematics unit in a vehicle and a telematics call center.

BACKGROUND OF THE INVENTION

Currently, a user of a vehicle telematics system initiates a connection from the vehicle to a telematics call center whereby the user has to wait for the connection to be established before the user can speak to the call center or direct the system to transmit data to the call center. This connection process can take as few as a couple of seconds to as long as a couple of minutes, particularly if the hardware of the system implements one or more connection retries. In most cases, the connection time is an inconvenience to the user and is viewed as wasted time or “dead time.” Occasionally, the connection time may be more important and delays may have unintended consequences. For example, a user experiencing a heart attack may have only a few seconds to ask for help before the user loses his or her ability to speak. Thus, a connection time greater than these few seconds can be very detrimental to the ability of the call center to obtain timely help for the user.

The present invention advances the state of the art in system readiness of telematics systems.

SUMMARY OF THE INVENTION

One form of the present invention is a pre-connection readiness system employing a telematics unit and a telematics call center. The telematics unit receives and stores pre-connection user information prior to a connection between the telematics unit and the telematics call center. The telematics unit and the telematics call center exchange the pre-connection user information subsequent to the connection between the telematics unit and the telematics call center.

DETAILED DESCRIPTION OF THE DRAWINGS

FIG. 1illustrates one embodiment of a mobile vehicle communication system (“MVCS”)100for sending pre-connection user information. MVCS100includes a mobile vehicle communication unit (“MVCU”)110, a vehicle communication network112, a telematics unit120, one or more wireless carrier systems140, one or more communication networks142, one or more land networks144, one or more satellite broadcast systems146, one or more client, personal, or user computers150, one or more web-hosting portals160, and one or more call centers170. In one embodiment, MVCU110is implemented as a mobile vehicle equipped with suitable hardware and software for transmitting and receiving voice and data communications. MVCS100may include additional components not relevant to the present discussion. Mobile vehicle communication systems and telematics units are known in the art.

MVCU110is also referred to as a mobile vehicle in the discussion below. In operation, MVCU110may be implemented as a motor vehicle, a marine vehicle, or as an aircraft. MVCU110may include additional components not relevant to the present discussion.

MVCU110, via a vehicle communication network112, sends signals to various units of equipment and systems (detailed below) within MVCU110to perform various functions such as unlocking a door, opening the trunk, setting personal comfort settings, and calling from telematics unit120. These functions are performed by sending electronic instructions to a vehicle module configured to perform a certain task or function. In facilitating interactions among the various communication and electronic modules, vehicle communication network112utilizes network interfaces such as controller-area network, International Organization for Standardization (“ISO”) Standard 9141, ISO Standard 11898 for high-speed applications, ISO Standard 11519 for lower speed applications, and Society of Automotive Engineers Standard J1850 for high-speed and lower speed applications.

MVCU110, via telematics unit120, sends to and receives radio transmissions from wireless carrier system140. Wireless carrier system140is implemented as any suitable system for transmitting a signal from MVCU110to communication network142.

Telematics unit120includes a processor122connected to a wireless modem124, a global positioning system (“GPS”) unit126, an in-vehicle memory128, a microphone130, one or more speakers132, and an embedded or in-vehicle mobile phone134. In other embodiments, telematics unit120may be implemented without one or more of the above listed components such as, for example, speakers132. Telematics unit120may include additional components not relevant to the present discussion. Telematics unit120is one example of a vehicle module.

In one embodiment, processor122is implemented as a microcontroller, controller, host processor, or vehicle communications processor. In one embodiment, processor122is a digital signal processor. In an example, processor122is implemented as an application specific integrated circuit. In another embodiment, processor122is implemented as a processor working in conjunction with a central processing unit performing the function of a general purpose processor. GPS unit126provides longitude and latitude coordinates of the vehicle responsive to a GPS broadcast signal received from one or more GPS satellite broadcast systems (not shown). In-vehicle mobile phone134is a cellular-type phone such as, for example, a digital, dual-mode (e.g., analog and digital), dual-band, multi-mode, or multi-band cellular phone.

Processor122executes various computer programs that control programming and operational modes of electronic and mechanical systems within MVCU110. Processor122controls communications (e.g., call signals) between telematics unit120, wireless carrier system140, and call center170. Additionally, processor122controls reception of communications from satellite broadcast system146. In one embodiment, a voice-recognition application is installed in processor122that can translate human voice input through microphone130to digital signals. Processor122generates and accepts digital signals transmitted between telematics unit120and vehicle communication network112that is connected to various electronic modules in the vehicle. In one embodiment, these digital signals activate the programming mode and operation modes, as well as provide for data transfers such as, for example, data over voice channel communication. In this embodiment, signals from processor122are translated into voice messages and sent out through speaker132.

Wireless carrier system140is a wireless communications carrier or a mobile telephone system and transmits to and receives signals from one or more MVCU110. Wireless carrier system140incorporates any type of telecommunications in which electromagnetic waves carry signal over part of or the entire communication path. In one embodiment, wireless carrier system140is implemented as any type of broadcast communication in addition to satellite broadcast system146. In another embodiment, wireless carrier system140provides broadcast communication to satellite broadcast system146for download to MVCU110. In an example, wireless carrier system140connects communication network142to land network144directly. In another example, wireless carrier system140connects communication network142to land network144indirectly via satellite broadcast system146.

Satellite broadcast system146transmits radio signals to telematics unit120within MVCU110. In one embodiment, satellite broadcast system146may broadcast over a spectrum in the “S” band of 2.3 GHz that has been allocated by the U.S. Federal Communications Commission for nationwide broadcasting of satellite-based Digital Audio Radio Service.

In operation, broadcast services provided by satellite broadcast system146are received by telematics unit120located within MVCU110. In one embodiment, broadcast services include various formatted programs based on a package subscription obtained by the user and managed by telematics unit120. In another embodiment, broadcast services include various formatted data packets based on a package subscription obtained by the user and managed by call center170. In an example, processor122implements data packets received by telematics unit120.

Communication network142includes services from one or more mobile telephone switching offices and wireless networks. Communication network142connects wireless carrier system140to land network144. Communication network142is implemented as any suitable system or collection of systems for connecting wireless carrier system140to MVCU110and land network144.

Land network144connects communication network142to client computer150, web-hosting portal160, and call center170. In one embodiment, land network144is a public-switched telephone network. In another embodiment, land network144is implemented as an Internet protocol (“IP”) network. In other embodiments, land network144is implemented as a wired network, an optical network, a fiber network, other wireless networks, or any combination thereof. Land network144is connected to one or more landline telephones. Communication network142and land network144connect wireless carrier system140to web-hosting portal160and call center170.

Client, personal, or user computer150includes a computer usable medium to execute Internet browser and Internet-access computer programs for sending and receiving data over land network144and, optionally, wired or wireless communication networks142to web-hosting portal160. Personal or client computer150sends user preferences to web-hosting portal160through a web-page interface using communication standards such as hypertext transport protocol, and transport-control protocol and Internet protocol. In one embodiment, the data include directives to change certain programming and operational modes of electronic and mechanical systems within MVCU110.

In operation, a client utilizes computer150to initiate setting or re-setting of user preferences for MVCU110. In an example, a client utilizes computer150to provide radio station presets as user preferences for MVCU110. User-preference data from client-side software is transmitted to server-side software of web-hosting portal160. In an example, user-preference data are stored at web-hosting portal160.

Web-hosting portal160includes one or more data modems162, one or more web servers164, one or more databases166, and a network system168. Web-hosting portal160is connected directly by wire to call center170, or connected by phone lines to land network144, which is connected to call center170. In an example, web-hosting portal160is connected to call center170utilizing an IP network. In this example, both components, web-hosting portal160and call center170, are connected to land network144utilizing the IP network. In another example, web-hosting portal160is connected to land network144by one or more data modems162. Land network144sends digital data to and receives digital data from modem162, data that are then transferred to web server164. Modem162may reside inside web server164. Land network144transmits data communications between web-hosting portal160and call center170.

Web server164receives user-preference data from user computer150via land network144. In alternative embodiments, computer150includes a wireless modem to send data to web-hosting portal160through a wireless communication network142and a land network144. Data are received by land network144and sent to one or more web servers164. In one embodiment, web server164is implemented as any suitable hardware and software capable of providing web services to help change and transmit personal preference settings from a client at computer150to telematics unit120in MVCU110. Web server164sends to or receives from one or more databases166data transmissions via network system168. Web server164includes computer applications and files for managing and storing personalization settings supplied by the client, such as door lock/unlock behavior, radio station preset selections, climate controls, custom button configurations, and theft alarm settings. For each client, the web server potentially stores hundreds of preferences for wireless vehicle communication, networking, maintenance and diagnostic services for a mobile vehicle.

In one embodiment, one or more web servers164are networked via network system168to distribute user-preference data among its network components such as database166. In an example, database166is a part of or a separate computer from web server164. Web server164sends data transmissions with user preferences to call center170through land network144.

Call center170is a location where many calls are received and serviced at the same time, or where many calls are sent at the same time. In one embodiment, the call center is a telematics call center, facilitating communications to and from telematics unit120in MVCU110. In another embodiment, the call center is a voice call center, providing verbal communications between an advisor in the call center and a subscriber in a mobile vehicle. In yet another embodiment, the call center contains each of these functions. In other embodiments, call center170and web-hosting portal160are located in the same or different facilities.

Call center170contains one or more voice and data switches172, one or more communication services managers174, one or more communication services databases176, one or more communication services advisors178, and one or more network systems180.

Switch172of call center170connects to land network144. Switch172transmits voice or data transmissions from call center170, and receives voice or data transmissions from telematics unit120in MVCU110through wireless carrier system140, communication network142, and land network144. Switch172receives data transmissions from and sends data transmissions to one or more web-hosting portals160. Switch172receives data transmissions from or sends data transmissions to one or more communication services managers174via one or more network systems180.

Communication services manager174is any suitable hardware and software capable of providing requested communication services to telematics unit120in MVCU110. Communication services manager174sends to or receives from one or more communication services databases176data transmissions via network system180. Communication services manager174sends to or receives from one or more communication services advisors178data transmissions via network system180. Communication services database176sends to or receives from communication services advisor178data transmissions via network system180. Communication services advisor178receives from or sends to switch172voice or data transmissions.

Communication services manager174provides one or more of a variety of services including initiating data over voice channel wireless communication, enrollment services, navigation assistance, directory assistance, roadside assistance, business or residential assistance, information services assistance, emergency assistance, and communications assistance. Communication services manager174receives service-preference requests for a variety of services from the client via computer150, web-hosting portal160, and land network144. Communication services manager174transmits user-preference and other data such as, for example, primary diagnostic script to telematics unit120in MVCU110through wireless carrier system140, communication network142, land network144, voice and data switch172, and network system180. Communication services manager174stores or retrieves data and information from communication services database176. Communication services manager174may provide requested information to communication services advisor178.

In one embodiment, communication services advisor178is implemented as a real advisor. In an example, a real advisor is a human being in verbal communication with a user or subscriber (e.g., a client) in MVCU110via telematics unit120. In another embodiment, communication services advisor178is implemented as a virtual advisor. In an example, a virtual advisor is implemented as a synthesized voice interface responding to requests from telematics unit120in MVCU110.

Communication services advisor178provides services to telematics unit120in MVCU110. Services provided by communication services advisor178include enrollment services, navigation assistance, real-time traffic advisories, directory assistance, roadside assistance, business or residential assistance, information services assistance, emergency assistance, automated vehicle diagnostic function, and communications assistance. Communication services advisor178communicates with telematics unit120in MVCU110through wireless carrier system140, communication network142, and land network144using voice transmissions, or through communication services manager174and switch172using data transmissions. Switch172selects between voice transmissions and data transmissions.

In operation, an incoming call is routed to telematics unit120within mobile vehicle110from call center170. In one embodiment, the call is routed to telematics unit120from call center170via land network144, communication network142, and wireless carrier system140. In another embodiment, an outbound communication is routed to telematics unit120from call center170via land network144, communication network142, wireless carrier system140, and satellite broadcast system146. In this embodiment, an inbound communication is routed to call center170from telematics unit120via wireless carrier system140, communication network142, and land network144.

FIG. 2illustrates a pre-connection readiness system employing a pre-connection readiness module200stored within telematics unit120(FIG. 1), and a pre-connection readiness module300stored within call center170(FIG. 1). Module200and module300are structurally configured with hardware, software, firmware, or any combination thereof to implement a pre-connection readiness method as represented by flowcharts210and310illustrated inFIG. 3. An implementation of flowchart210and flowchart310by module200and module300, respectively, can be based on a conventional communication protocol and format such as, for example, SMS, CDMA, AMPS, and 802.11 or any other FCC Part 15 protocol.

In one embodiment, pre-connection user information is stored in the memory of the telematics unit, while in other embodiments, the pre-connection user information is stored in memory that is accessible to the telematics unit. In one embodiment, the pre-connection user information is stored until transmitted to the call center and then erased from the memory. In other embodiments, pre-connection user information is stored in memory until the next entry of pre-connection user information by the user, or stored in memory until overwritten by new pre-connection user information. If pre-connection user information is stored in memory until overwritten by the next entry of pre-connection user information, the stored pre-connection user information could be available to reconstruct events, or serve as a memory aide. In one example, stored pre-connection user information in a memory provides a reconstruction of events that involved a person who is no longer available to assist in reconstruction, such as kidnapping or other criminal activity, or in case of medical emergencies.

In the example of a medical emergency, a person may initiate communications with a call center170(FIG. 1) via a telematics unit120(FIG. 1) by pressing a button or by an utterance. In this example, a voice recorder may activate and the person may record an utterance, such as “Help, I'm having a heart attack.” The voice recorder activates and records the utterance. Once the communication between the call center and telematics unit is established, the stored utterance is transmitted to the call center and played back, providing the utterance to an advisor178.

FIG. 3illustrates one embodiment of a method to provide telematics services in accord with the invention. At stage S212, module200awaits the occurrence of an event, for example, action from a user, to initiate connection with a call center, such as call center170. In one embodiment, the action is a button push, although other actions such as a verbal command may be utilized. In one embodiment, the event is an airbag deployment event.

Upon receiving the signal during stage S212, module200proceeds to a stage S214of flowchart200to initiate a connection with call center170and to receive and store pre-connection user information. To this end, module200transmits conventional connection signals to call center170while simultaneously entering telematics unit120into one or more conventional voice and data input modes for receiving pre-connection user information from the user. In one embodiment, module200enters telematics unit120into a conventional voice-recording mode to receive and store pre-connection user information in the form of voice commands. In another embodiment, module200enters telematics unit120into a conventional data-recording mode to receive and store pre-connection user information in the form of dual tone multi-frequency (“DTMF”) tones. In another embodiment, module200enters telematics unit into a mode to record other user inputs, such as, for example, inputs from a user data input device such as a wireless-enabled computer, personal data assistant (“PDA”) or other such device. In yet another embodiment, module200enters telematics unit120into a mode to record other user inputs from button pushes entered on, for example, a radio or other dashboard input device.

During stage S312, module300waits for a connection signal from telematics unit120, such as the signal generated during S214. Upon receiving such a signal, module300proceeds to a stage S314of flowchart300to establish the connection with telematics unit120and to prepare to receive pre-connection user information from telematics unit120. Module300thereafter proceeds to a stage S316of flowchart300.

During stage S316, the call center receives the pre-connection user information. In one embodiment, the call center transmits an automated call center reply responsive to the received pre-connection user information. In one embodiment, the call center parses the pre-connection user information to determine the contents of the pre-connection user information and selects a call center reply responsive to the contents of the information.

Upon determining the connection has been established with call center170during a stage S216of flowchart200, module200proceeds to a stage S218of flowchart200whereby module200and module300exchange pre-connection user information and a call center greeting/reply during stage S218and S316, respectively. In one embodiment, the pre-connection user information is transmitted to an advisor (e.g., advisor178depicted inFIG. 1) of call center170via a screen dialog box involving a speech-to-text conversion. In a second embodiment, the pre-connection user information is transmitted to advisor178via a replicated audio playback. In a third embodiment, telematics unit120informs advisor178that the pre-connection user information is available for retrieval via a data transfer. In a fourth embodiment, the initial connection is routed to an interactive voice response (“IVR”) system of call center170, and the pre-connection user information is used as an input to the IVR system.

Flowcharts210and310are terminated upon completion of stages S218and S316. As a result of flowcharts210and310, telematics unit120and call center170can implement routines corresponding to the content of the pre-connection user information and/or the call center greeting/reply in a timely manner or in an efficient manner.

For example, a connection initiation (S212) by a user of telematics unit120in an emergency situation (e.g., experiencing a heart attack) allows the user to immediately request help (S214) via voice commands (e.g., “I am having a heart attack, please send help”) or data inputs (e.g., a DTMF tone for signaling a heart attack or the like). In response thereto, call center170will establish the connection (S314) to thereby exchange the stored pre-connection user information and a call center greeting/reply (e.g., “Help is on the way”) (S218and S316). The result is the ability of call center170to implement emergency procedures (e.g., a call to a Public Safety Answering Point) in a timely manner on behalf of the user.

Also by example, a connection initiation (S212) by a user of telematics unit120for a particular service (e.g., the weather) allows the user to immediately request the service (S214) via voice commands (e.g., “weather”) or data inputs (e.g., a DTMF tone for signaling a weather report). In response thereto, call center170will establish the connection (S314) to thereby exchange the stored pre-connection user information and a call center greeting/reply (e.g., “Hello”) (S218and S316) while call center170is routing the connection to a weather advisor in an efficient manner.

In yet another embodiment, pre-connection user information is collected only upon certain, predetermined and user programmable triggers, such as combinations of at least two button pushes. For example, a user may instigate storage and communication of pre-connection user information only if the “connection” button is pushed in combination with, for example, a second button on the dashboard. In one embodiment, the connection button is disposed upon a rear-view mirror. Thus, the connection button, in one embodiment, is pressed with the cruise control to activate collection and communication of the pre-communication user information.

In another embodiment, upon receiving the pre-connection user information, the call center may route the communication to an appropriate destination in response to the contents of the pre-connection user information. In one embodiment, users are provided with a list of pre-connection user information commands. In such embodiments, when the call center receives pre-connection user information that includes an entry from the list of pre-connection user information commands, the pre-connection user information is routed to an appropriate destination. For example, in one embodiment, the list includes an entry of “tickets” to connect to a movie ticket ordering service. When the call center receives pre-connection user information comprising the word “tickets,” the communication is routed to a ticket department. In another example, a user provides pre-connection user information including the word “weather,” and the pre-connection user information is routed to a weather department.

Those having ordinary skill in the art will appreciate various advantages of the present invention. First, as provided by one example, the present invention facilitates queued pre-connections commands (voice or data) in an emergency situation that overcomes the drawback of a user having to wait until the connection is established between telematics unit120and call center170. Second, as provided by another example, the present invention facilitates an operation of call center170as a smart call center for efficiently routing service requests. Third, the present invention facilitates a use of telematics unit120as a black box recorder containing pre-connection user information that otherwise would not be available if a user had to wait until the connection is established between telematics unit120and call center170. Finally, a greeting/reply by call center170is individualized to the pre-connection user information (e.g., “Help is approximately fifteen minutes away” or “Hello, the weather for today will be clear at a temperature of 70°”).

FIG. 4illustrates an embodiment of a method400to establish a connection between a telematics unit and a call center in accordance with one aspect of the invention.

Method400begins at block405and continues to block410, where a telematics unit120initiates a wireless communication connection with a call center170.

At block420, the telematics unit receives pre-connection user information. In one embodiment, telematics unit120stores the pre-connection user information during block430. At block440, the pre-connection user information is transmitted to the call center, where the pre-connection user information is received at block450.

At block460, the call center transmits a call center reply in response to the received pre-connection user information. The call center reply may be an automated message such as, for example, “your message has been received,” or the call center reply may be selected based on the content of the pre-connection user information. In another embodiment, the call center parses the pre-connection user information and routes the call to a destination responsive to the contents of the pre-connection user information.

FIG. 5illustrates an embodiment of a method500to receive communications between a telematics unit and a call center in accordance with one aspect of the invention.

Method500begins at block505. At block510, pre-connection user information is received at a call center, as in block450, illustrated inFIG. 4.

After receiving the pre-connection user information, the call center parses the pre-connection user information during block520. The call center may parse the pre-connection user information electronically or with human assistance. In one embodiment, the call center parses the pre-connection user information for certain key words from a predetermined list of key words.

At block530, the pre-connection user information and the communication from the telematics unit are routed to a destination in response to the parsed contents of the pre-connection user information. For example, in one embodiment the list includes an entry of “tickets” to connect to a movie ticket ordering service. When the call center receives pre-connection user information comprising the word “tickets,” the communication is routed to a ticket department. In another example, a user provides pre-connection user information including the word “weather,” and the pre-connection user information is routed to a weather department.

The present invention may be embodied in other specific forms without departing from its spirit or essential characteristics. The described embodiments are to be considered in all respects only as illustrative and not restrictive.