Vehicle remote assistance system, remote assistance apparatus, remote assistance method, and remote assistance program

A remote assistance apparatus that configures a vehicle remote assistance system together with a plurality of vehicles, the remote assistance apparatus comprising:

• a receiving unit that receives calls that are transmitted from a calling unit provided in each of the plurality of vehicles;
• and
• an assigning unit that schedules the calls that are received by the receiving unit based on a priority level that becomes higher in accompaniment with a waiting period of the call, determines whether the calls satisfy a call condition, and assigning the calls to an operator of a plurality of operators in response to determining that the calls satisfy the call condition, wherein:
• the calling unit transmits a cancelation of the call to the remote assistance apparatus when a reason for the call is resolved after the call is made;
• the assigning unit cancels scheduling of the call that corresponds to the cancelation that is transmitted from a respective vehicle of the plurality of vehicles;
• the priority level becomes higher in order of:
• a case in which the waiting period is less than a minimum waiting period;
• a case in which the waiting period exceeds the minimum waiting period and falls below a maximum waiting period;
• and a case in which the waiting period exceeds the maximum waiting period;
• and
• in response to the waiting period being less than the minimum waiting period, the assigning unit determines that the call does not satisfy the call condition and does not assign the call to the operator.

A remote assistance method for assigning an operator of a plurality of operators to remotely support a plurality of vehicles, the remote assistance method comprising:

• receiving calls that are transmitted from the plurality of vehicles;
• scheduling the calls that are received based on a priority level that becomes higher in accompaniment with a waiting period of the call, determining whether the calls satisfy a call condition, and assigning the calls to any of the plurality of operators in response to determining that the calls satisfy the call condition;
• receiving a cancelation of the call;
• and
• canceling scheduling of the call that corresponds to the cancelation based on reception of the cancelation, wherein:
• the priority level becomes higher in order of:
• a case in which the waiting period is less than a minimum waiting period;
• a case in which the waiting period exceeds the minimum waiting period and falls below a maximum waiting period;
• and a case in which the waiting period exceeds the maximum waiting period;
• and
• in response to the waiting period being less than the minimum waiting period, it is determined that the call does not satisfy the call condition and the call is not assigned to the operator.

A non-transitory computer-readable storage medium storing therein a remote assistance program for assigning an operator of a plurality of operators to remotely assist a plurality of vehicles, the remote assistance program causing an information processing apparatus including a receiving unit to implement:

• scheduling a call that is received from a vehicle of the plurality of vehicles by the receiving unit based on a priority level that becomes higher in accompaniment with a waiting period of the call, determining whether the calls satisfy a call condition, and assigning the call to any of the plurality of operators in response to determining that the calls satisfy the call condition;
• and
• canceling, based on a cancelation of the call that is received from the vehicle by the receiving unit, scheduling of the call that corresponds to the cancelation, wherein:
• the priority level becomes higher in order of a case in which the waiting period is less than a minimum waiting period;
• a case in which the waiting period exceeds the minimum waiting period and falls below a maximum waiting period;
• and a case in which the waiting period exceeds the maximum waiting period;
• and
• in response to the waiting period being less than the minimum waiting period, it is determined that the call does not satisfy the call condition and the call is not assigned to the operator.