Patent Description:
Users of conveyance systems, such as, for example, elevator systems, escalator systems, and moving walkways, may submit a service request to indicate an issue with the conveyance system. For example, a passenger of an elevator system may contact a maintenance provider to report that an elevator car is not running, a light is out, excessive noise, a blocked call button, etc. In some cases, a maintenance person is dispatched to address the service request and it is determined that the conveyance system is operating properly (referred to as "running on arrival").

<CIT> discloses an elevator system comprising an elevator car configured for moving along a hoistway; an elevator control configured for controlling the movement of the elevator car; and a communication circuit configured for establishing a data connection between the elevator system and a remote service center.

<CIT> discloses an elevator system and a method for maintenance of such an elevator system including a device for receiving a plurality of sensor signals.

<CIT> discloses an elevator control device that drives and controls an elevator; and a remote recovery device that communicates with the elevator control device and causes the elevator control device to perform a failure recovery operation for the elevator.

According to an embodiment, a method of processing a service request related to a conveyance system by a classification server as recited in claim <NUM> is provided.

Some embodiments may include wherein upon determining that the service request identifies the conveyance system as running, determining if the service request identifies at least one issue.

Some embodiments may include wherein upon determining that the service request identifies at least one issue, initiating a service call for the conveyance system.

Some embodiments may include wherein the service call is associated with a low priority.

Some embodiments may include wherein upon determining, from the conveyance system status, that the conveyance system is not operating properly, initiating a service call for the conveyance system.

Some embodiments may include wherein the service call is associated with a high priority.

Some embodiments may include wherein determining from the at least one input whether the conveyance system is operating properly comprises applying machine intelligence to the at least one input.

Some embodiments may include wherein the at least one input is obtained from at least one sensor installed at the conveyance system.

Some embodiments may include wherein the at least one sensor comprises one or more of a light sensor, a door sensor, a motion sensor, a microphone and level sensor and an acceleration sensor.

Some embodiments may include wherein the light sensor measures light levels within an elevator car to indicate that lighting in the elevator car is operating properly.

Some embodiments may include wherein the door sensor measures elevator car door motion to indicate that an elevator car door is operating properly.

Some embodiments may include wherein the motion sensor measures motion in and out of an elevator car to indicate that the conveyance system is operating properly.

Some embodiments may include wherein the microphone detects sound in an elevator car to indicate that the conveyance system is operating properly.

Some embodiments may include wherein the acceleration sensor detects movement of an elevator car to indicate that the conveyance system is operating properly.

Some embodiments may include wherein the at least one input comprises human feedback.

Some embodiments may include wherein the conveyance system comprises an elevator system.

Some embodiments may include wherein the service request is received from a passenger of the conveyance system.

Some embodiments may include wherein the service request is received from the passenger by at least one of a telephone call, a text message and an online request.

According to another embodiment, a computer program product for processing a service request related to a conveyance system as recited in claim <NUM> is provided.

Technical effects of embodiments of the present disclosure include the ability to process a service request related to a conveyance system and determine whether to initiate a service call based on one or both of system status and one or more inputs.

<FIG> is a perspective view of a conveyance system in the form of an elevator system <NUM> including an elevator car <NUM>, a counterweight <NUM>, a tension member <NUM>, a guide rail <NUM>, a machine <NUM>, a position reference system <NUM>, and an elevator controller <NUM>. The counterweight <NUM> is configured to balance a load of the elevator car <NUM> and is configured to facilitate movement of the elevator car <NUM> concurrently and in an opposite direction with respect to the counterweight <NUM> within an elevator hoistway <NUM> and along the guide rail <NUM>.

The elevator controller <NUM> is located, as shown, in a controller room <NUM> of the elevator hoistway <NUM> and is configured to control the operation of the elevator system <NUM>, and particularly the elevator car <NUM>. For example, the elevator controller <NUM> may provide drive signals to the machine <NUM> to control the acceleration, deceleration, leveling, stopping, etc. of the elevator car <NUM>. The elevator controller <NUM> may also be configured to receive position signals from the position reference system <NUM> or any other desired position reference device. When moving up or down within the elevator hoistway <NUM> along guide rail <NUM>, the elevator car <NUM> may stop at one or more landings <NUM> as controlled by the elevator controller <NUM>. Although shown in a controller room <NUM>, those of skill in the art will appreciate that the elevator controller <NUM> can be located and/or configured in other locations or positions within the elevator system <NUM>. In one embodiment, the elevator controller <NUM> may be located remotely or in the cloud.

In one example, embodiments disclosed herein may be applicable conveyance systems such as an elevator system <NUM> and a conveyance system component such as an elevator car <NUM> of the elevator system <NUM>. In another example, embodiments disclosed herein may be applicable conveyance systems such as an escalator system and a conveyance system component such as a moving stair of the escalator system.

<FIG> depicts a service system <NUM> in an example embodiment. The service system <NUM> operates to determine if a service call should be initiated in response to a service request. The service system <NUM> includes a classification server <NUM> that processes service requests as either requiring a service call or not requiring a service call. The classification server <NUM> may be implemented using a processor-based machine such as a computation or computer device capable of performing the functions described herein, including, without limitation, a computer, a server, a workstation, a desktop computer, a laptop computer, a notebook computer, a tablet computer, a mobile computing device, a wearable computing device, a network appliance, a web appliance, a distributed computing system (e.g., cloud computing), and/or a consumer electronic device.

The classification server <NUM> receives one or more inputs over a network <NUM>. The classification server <NUM> determines if a service call is needed based on the one or more inputs. The network <NUM> may be implemented via one or more wired and/or wireless networks, such as, but are not limited to, one or more of WiMax, a Local Area Network (LAN), Wireless Local Area Network (WLAN), a Personal area network (PAN), a Campus area network (CAN), a Metropolitan area network (MAN), a Wide area network (WAN), a Wireless wide area network (WWAN), or any broadband network, and further enabled with technologies such as, by way of example, Global System for Mobile Communications (GSM), Personal Communications Service (PCS), Bluetooth, BLE WiFi, enOceaon, Ingenu, weightless, enocean, thread, Zigbee, Zwave Fixed Wireless Data, <NUM>, <NUM>, <NUM> (e.g., WCDMA/UMTS based <NUM> networks), <NUM>, LoRaWAN, Sigfox, IMT-Advanced, pre-<NUM>, LTE Advanced, mobile WiMax, WiMax <NUM>, WirelessMAN-Advanced networks, enhanced data rates for GSM evolution (EDGE), General packet radio service (GPRS), enhanced GPRS, iBurst, UMTS, HSPDA, HSUPA, HSPA, HSPA+, UMTS-TDD, 1xRTT, EV-DO, messaging protocols such as, TCP/IP, SMS, MMS, extensible messaging and presence protocol (XMPP), real time messaging protocol (RTMP), instant messaging and presence protocol (IMPP), instant messaging, USSD, IRC, or any other wireless data networks, broadband networks, or messaging protocols.

In operation, the classification server <NUM> receives a service request <NUM>, which may be submitted by a user placing a telephone call, text message, online request, etc. The classification server <NUM> determines if a service call is needed in response to the service request <NUM>. If a service call is needed, the classification server <NUM> may contact a maintenance system <NUM> with a message that initiates a service call in response to the service request <NUM>. The classification server <NUM> may communicate with the maintenance system <NUM> over network <NUM>, or over a separate wired and/or wireless connection. The maintenance system <NUM> may be implemented using a processor-based machine such as a computation or computer device capable of performing the functions described herein, including, without limitation, a computer, a server, a workstation, a desktop computer, a laptop computer, a notebook computer, a tablet computer, a mobile computing device, a wearable computing device, a network appliance, a web appliance, a distributed computing system (e.g., cloud computing), and/or a consumer electronic device.

In determining whether to initiate a service call, the classification server <NUM> considers one or more inputs. Inputs to the classification server <NUM> include the service request <NUM>. The service request <NUM> may be submitted by a user of the elevator system and will include at least one issue (elevator car is not running, a light is out, excessive noise, blocked call button, etc.). Inputs to the classification server <NUM> may include an elevator system status <NUM>. The elevator system status <NUM> may include codes such as normal, idle, parked, shutdown, etc. The elevator system status <NUM> can be retrieved from the elevator controller <NUM> (or a database populated by the elevator controller <NUM>) if the classification server <NUM> has access to the elevator controller <NUM>. The elevator system status <NUM> may also be received from a sensor(s) associated with the elevator system, but not physically part of the system or the elevator controller <NUM>. In some situations, the entity responsible for service of the elevator system <NUM> cannot access the elevator controller <NUM>, and thus cannot access the elevator system status <NUM>.

Inputs to the classification server <NUM> may include in-car light level measured by a light sensor <NUM> located in the elevator car <NUM>. The in-car light level can be used to determine if lighting in the car is operating properly and/or if the elevator car doors are opening.

Inputs to the classification server <NUM> may include elevator car door motion measured by a door sensor <NUM> located at the elevator car <NUM>. The elevator car door motion can be used to determine if the elevator car <NUM> is operating normally, as regular opening and closing of the elevator car doors is indicative of proper operation of the elevator system <NUM>. Motion of the elevator car doors may be used with other inputs, such as an acceleration sensor, edge computing status, a health score, a floor level of the door by height sensor (e.g., air pressure sensor), etc. to determine if the elevator system <NUM> is operating properly.

Inputs to the classification server <NUM> may include motion inside the elevator car <NUM> measured by a motion sensor <NUM> located in the elevator car <NUM>. Motion in and out of the elevator car <NUM> can be used to determine if the elevator car <NUM> is operating normally, as regular movement of passengers and/or cargo in and out of the elevator car <NUM> is indicative of proper operation of the elevator system <NUM>. The motion sensor <NUM> may be implemented using one or more of a two dimensional camera, three dimensional camera, passive infrared sensor, ultrasonic speaker, microphone, etc..

Inputs to the classification server <NUM> may include sound inside the elevator car <NUM> measured by a microphone <NUM> located in the elevator car <NUM>. The measured sound may include passenger sound or car operational sound (e.g., doors closing/opening). Passenger sound within normal levels is indicative of proper operation of the elevator system <NUM>. Car operational sound within normal levels is indicative of proper operation of the elevator system <NUM>.

Inputs to the classification server <NUM> may include car location measured by a leveling sensor <NUM> located on the elevator car <NUM>. The leveling sensor <NUM> can detect a landing at which the elevator car <NUM> is located. If the elevator system <NUM> is operating properly, the leveling sensor <NUM> should indicate that the elevator car <NUM> is traversing floors in a normal fashion. The height of the elevator car <NUM> may be detected by an air pressure sensor, correct leveling (accuracy) by magnetic sensors or car leveling sensors, as described in co-pending <CIT>.

Inputs to the classification server <NUM> may include motion of the elevator car <NUM> measured by an acceleration sensor <NUM> located on the elevator car <NUM>. The acceleration sensor <NUM> can detect acceleration of the elevator car <NUM>, which can be processed to derive speed and direction of the elevator car <NUM>. The acceleration sensor <NUM> may be implemented using an air pressure sensor. If the elevator system <NUM> is operating properly, the acceleration sensor <NUM> should indicate that the elevator car <NUM> is traveling up and down the hoistway <NUM> in a typical manner. The acceleration sensor <NUM> may be implemented using the same sensor that measures door movement, namely door sensor <NUM>.

Inputs to the classification server <NUM> may include feedback <NUM>, which may be provided by a person, such as a service person. The feedback <NUM> may be used to adjust decision making by the classification server <NUM>. For example, a service person may be sent on a service call to the elevator system <NUM> to investigate a faulty button in a car operating panel. The service person may determine that the button was not faulty, but rather the user did not have access to the floor in question (e.g., a VIP floor). Feedback <NUM> from the service person may be used to reduce future service calls for the same issue in the future.

<FIG> depicts a process of classifying a service request in an example embodiment. The process begins at <NUM> where a service request is received at the classification server <NUM>. The service request may be initiated by a user placing a telephone call, text message, online request, email, etc. At <NUM>, a determination is made if the service request identifies the elevator system <NUM> as running or not. The elevator system <NUM> is considered running if the elevator car <NUM> is moving between floors and the elevator doors open and close. If the service request is submitted by phone, a human receiving the call may need to provide data to the classification server <NUM> indicating the running status of the elevator system <NUM>. Alternatively, the classification server <NUM> may present the requestor of the service request with options to select through an automated call menu or automated text message prompts. If the service request is submitted via an online menu, the requestor can select options to indicate if the elevator system <NUM> is running or not.

If the elevator system <NUM> is running, flow proceeds to <NUM> where a determination is made if issues other than the elevator system <NUM> not running are contained in the service request <NUM>. Such issues may be, for example, a light out, excessive noise, a blocked call button, etc. If additional issues are present, flow proceeds to <NUM> where a service call is initiated. The classification server <NUM> may initiate the service call by sending a message to the maintenance system <NUM> indicating the location, issues, priority, etc. The service call at block <NUM> may be assigned a low priority, as the elevator system <NUM> is running. If no issues are identified at <NUM>, the process ends at <NUM>.

If at <NUM>, the elevator system <NUM> is reported as not running, flow proceeds to <NUM> where the classification server <NUM> determines if access to the elevator system status <NUM> is available. If access to the elevator system status <NUM> is available, flow proceeds to <NUM> where the classification server <NUM> examines the elevator system status <NUM> to determine if the elevator system <NUM> is operating properly. This may be performed by examining status codes in the elevator system status <NUM>. For example, status codes indicating normal operation or idle operation indicate that the elevator system <NUM> is operating properly. Codes indicating a stoppage or other faults indicate that the elevator system <NUM> is not operating properly. If at <NUM> the elevator system <NUM> is determined to be operating properly, flow proceeds to <NUM> where no service call is needed and the process terminates. At <NUM>, the classification server <NUM> may use one or more inputs (e.g., sensor data) to verify that the elevator system <NUM> is operating properly.

If at <NUM>, the elevator system <NUM> is determined to not be operating properly, flow proceeds to <NUM> where a service call is initiated. The classification server <NUM> may initiate the service call by sending a message to the maintenance system <NUM> indicating the location, issues, priority, etc. The service call at block <NUM> may be assigned a high priority, as the elevator system <NUM> is not running.

If at <NUM> the elevator system status <NUM> is not available, flow proceeds to <NUM> where the classification server <NUM> determines if the elevator system <NUM> has been running within a past time period (e.g., <NUM> minutes) and thus is operating properly. The classification server <NUM> uses the one or more inputs of <FIG> to determine if the elevator system <NUM> has been running within a past time period. The classification server <NUM> may use machine intelligence to dynamically determine if the elevator system <NUM> has been running within the past time period. Such techniques may include, but are not limited to, nearest neighbor (NN) techniques (e.g., k-NN models, replicator NN models, etc.), statistical techniques (e.g., Bayesian networks, etc.), clustering techniques (e.g., k-means, mean-shift, etc.), neural networks (e.g., reservoir networks, artificial neural networks, etc.), support vector machines (SVMs), logistic or other regression, Markov models or chains, principal component analysis (PCA) (e.g., for linear models), multi-layer perceptron (MLP) ANNs (e.g., for non-linear models), replicating reservoir networks (e.g., for non-linear models, typically for time series), random forest classification, or the like.

For example, the classification server <NUM> may detect that the elevator car doors are opening/closing based on the door sensor <NUM>, the elevator car <NUM> is moving up and down the hoistway <NUM> based on the acceleration sensor <NUM> and motion is detected periodically in the elevator car <NUM> based on the motion sensor <NUM>. These inputs indicate that the elevator system <NUM> is running. If at <NUM>, the classification server <NUM> determines that the elevator system <NUM> is running within the past time period, the elevator system <NUM> is determined to be operating properly and flow proceeds to <NUM> where no service call is needed and the process terminates. If at <NUM>, the classification server <NUM> determines that the elevator system has not been running within the past time period, flow proceeds to <NUM> where a service call is initiated. The classification server <NUM> may initiate the service call by sending a message to the maintenance system <NUM> indicating the location, issues, priority, etc. The service call at block <NUM> may be assigned a high priority, as the elevator system <NUM> is not running.

Embodiments provide techniques to classify service requests and reduce running on arrival situations. Embodiments reduce wasted service calls and improve customer satisfaction by focusing on service requests that are directed to actual issues.

As described above, embodiments can be in the form of processor-implemented processes and devices for practicing those processes. Embodiments can also be in the form of computer program code transmitted over some transmission medium, such as over electrical wiring or cabling, through fiber optics, or via electromagnetic radiation, wherein, when the computer program code is loaded into an executed by a computer, the computer becomes a device for practicing the embodiments.

Claim 1:
A method of processing a service request (<NUM>) related to a conveyance system (<NUM>) by a classification server (<NUM>), the method comprising:
the classification server (<NUM>) receiving the service request (<NUM>) related to the conveyance system (<NUM>), the method being characterised by:
determining whether the service request (<NUM>) identifies the conveyance system (<NUM>) as running or not running;
upon determining that the service request (<NUM>) identifies the conveyance system (<NUM>) as not running:
determining whether a conveyance system status (<NUM>) is accessible to the classification server (<NUM>);
when the conveyance system status (<NUM>) is accessible, determining from the conveyance system status (<NUM>) whether the conveyance system (<NUM>) is operating properly;
when the conveyance system status (<NUM>) is not accessible, obtaining at least one input from the conveyance system (<NUM>) and determining from the at least one input whether the conveyance system (<NUM>) is operating properly.