Shared checklists for onboard assistant

A computing system comprising:

• at least one processor circuit, and at least one memory;
• and
• instructions encoded on the at least one memory that, when executed, instruct the at least one processor circuit to:
• receive a customer service request comprising first sensor data collected by an autonomous vehicle (AV);
• map the CS request to a cause, and a first standard operating procedure (SOP) for responding to the CS request, wherein the first SOP includes a first human-usable resolution script wherein mapping the first SOP comprises accounting for a user sentiment of a passenger of the AV based on the first sensor data, including camera data and microphone data, wherein mapping the first SOP further comprises providing the first sensor data to a machine learning (ML) algorithm, and selecting the first SOP as an output of the ML algorithm;
• display the first human-usable resolution script and cause to a human CS agent to assist the human CS agent in handling the CS request
• after displaying the first human-usable resolution script, receive second sensor data collected by the AV subsequent to the first sensor data;
• based on the second sensor data, determine a change in condition of the AV, the change in condition comprising at least one of a change in AV operational state or a change in the user sentiment;
• based on determining the change in condition of the AV, select, using the ML algorithm, a second SOP comprising a data structure linking a second human-usable resolution script to a set of computer-executable instructions corresponding to the determined change in condition;
• and
• update the display for the human CS agent to replace the first human-usable resolution script with the second human-usable resolution script corresponding to the second SOP;
• and
• transmit a command derived from the set of machine instructions of the second SOP to modify an operational state of the AV relevant to the determined change in condition, wherein modifying the operational state comprises one of:
• dispatching a replacement AV to a location of the AV;
• dispatching a support vehicle to the location of the AV;
• or rerouting the AV to avoid a hazard.

One or more tangible, non-transitory computer-readable media having stored thereon executable instructions to instruct a processor to:

• receive a customer service request comprising first sensor data collected by an autonomous vehicle (AV);
• map the CS request to a cause, and a first standard operating procedure (SOP) for responding to the CS request, wherein the first SOP includes a first human-usable resolution script wherein mapping the first SOP comprises accounting for a user sentiment of a passenger of the AV based on the first sensor data, including camera data and microphone data, wherein mapping the first SOP further comprises providing the first sensor data to a machine learning (ML) algorithm, and selecting the first SOP as an output of the ML algorithm;
• display the first human-usable resolution script and cause to a human CS agent to assist the human CS agent in handling the CS request
• after displaying the first human-usable resolution script, receive second sensor data collected by the AV subsequent to the first sensor data;
• based on the second sensor data, determine a change in condition of the AV, the change in condition comprising at least one of a change in AV operational state or a change in the user sentiment;
• based on determining the change in condition of the AV, select, using the ML algorithm, a second SOP comprising a data structure linking a second human-usable resolution script to a set of computer-executable instructions corresponding to the determined change in condition;
• and
• update the display for the human CS agent to replace the first human-usable resolution script with the second human-usable resolution script corresponding to the second SOP;
• and
• transmit a command derived from the set of machine instructions of the second SOP to modify an operational state of the AV relevant to the determined change in condition wherein modifying the operational state comprises one of:
• dispatching a replacement AV to a location of the AV;
• dispatching a support vehicle to the location of the AV;
• or rerouting the AV to avoid a hazard.