# US 12,603,955 B2 · System and method for handling of a service request

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- Number: US 12,603,955 B2
- Document ID: US12603955B2
- Status: Granted
- Kind: B2
- Application number: 18/411,979
- Filed: 2024-01-12
- Published: 2025-07-17
- Granted: 2026-04-14
- Earliest claimed: 2024-01-12
- Applicants: GM Global Technology Operations LLC
- Inventors: Matthew Edward Gilbert-Eyres; Eric T. Hosey; Russell A. Patenaude; Robert Myers
- Web page: https://patentgrep.com/patent/US12603955B2

## CPC

- H04M 3/5116: {for emergency applications}
- G06Q 30/015: Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
- G07C 5/008: {communicating information to a remotely located station (transmission systems for measured values G08C)}
- H04M 1/72454: according to context-related or environment-related conditions
- H04M: TELEPHONIC COMMUNICATION (circuits for controlling other apparatus via a telephone cable and not involving telephone switching apparatus G08)
- G06Q: INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
- G07C: TIME OR ATTENDANCE REGISTERS; REGISTERING OR INDICATING THE WORKING OF MACHINES; GENERATING RANDOM NUMBERS; VOTING OR LOTTERY APPARATUS; ARRANGEMENTS, SYSTEMS OR APPARATUS FOR CHECKING NOT PROVIDED FOR ELSEWHERE

## Abstract

A computer-implemented method that, when executed by data processing hardware, causes the data processing hardware to perform operations. The operations include detecting a low-impact event of a vehicle, receiving one or more service request handling inputs, assigning a service request handling pathway to the low-impact event based on the service request handling inputs, initiating a service request, assigning a service request cancellation period to the service request based on the handling pathway, determining whether a cancellation request is received within the service request cancellation period, and either cancelling the service request when the cancellation request is received within the service request cancellation period or transmitting the service request to a service provider when the cancellation request is not received within the service request cancellation period.

## Claims

### Claim 1

A computer-implemented method that, when executed by data processing hardware, causes the data processing hardware to perform operations comprising:
detecting a low-impact event of a vehicle;
receiving one or more service request handling inputs;
assigning at least one service request handling pathway to the low-impact event based on the service request handling inputs subsequently or simultaneously present when the low-impact event is detected, the service request handling pathways include a first handling pathway, a second handling pathway, and a third handling pathway;
initiating a service request;
dynamically assigning, via a call handling strategy evaluator, a service request cancellation period to the service request based on the assigned service request handling pathway, the first handling pathway having a first service request cancellation period of zero (0) seconds, the second handling pathway having a second service request cancellation period that is greater than the first service request cancellation period, and the third handling pathway having a third service request cancellation period that is greater than the first and second service request cancellation periods;
when the second or third handling pathways is assigned, prompting an operator of the vehicle with the service request cancellation period assigned;
determining whether a cancellation request is received within the service request cancellation period; and
either (i) cancelling the service request when the cancellation request is received within the service request cancellation period or (ii) transmitting the service request to a service provider when the cancellation request is not received within the service request cancellation period.

### Claim 2 (depends on 1)

The method of claim 1, wherein the one or more service request handling inputs includes at least one of the following:
a current vehicle speed;
a vehicle speed at impact;
a diagnostic trouble code status;
a vehicle operation status;
a vehicle operator age status;
a type of object impacted;
weather conditions;
a child occupant status;
an internal audio status;
an account type;
a driver experience status; or
an external audio status.

### Claim 3 (depends on 2)

The method of claim 2, wherein the first handling pathway is assigned to the low-impact event if the speed of impact was greater than a first threshold, the driver is a teenager, the vehicle is being operated under a fleet account, children are present in the vehicle, the vehicle is an autonomous vehicle, a large object impact was detected, diagnostic trouble codes are present, or external audio indicates damage occurred.

### Claim 4 (depends on 3)

The method of claim 3, wherein the second handling pathway is assigned to the low-impact event if the speed of impact was less than a first threshold but greater than a second threshold, the driver is inexperienced, the vehicle is a non-autonomous vehicle, keywords were detected within the vehicle, a small object impact was detected, or weather conditions are present.

### Claim 5 (depends on 4)

The method of claim 4, wherein the third handling pathway is assigned to the low-impact event if the vehicle is still moving, no object impact was detected, or no keywords were detected.

### Claim 6 (depends on 5)

The method of claim 5, wherein the first handling pathway is a high severity pathway, the second handling pathway is a medium severity pathway, and the third handling pathway is a low severity pathway.

### Claim 7 (depends on 6)

The method of claim 6, wherein when more than one of the first handling pathway, the second handling pathway, or the third handling pathway is assigned to the low-impact event, the highest severity pathway assigned is used to assign the service request cancellation period to the service request.

### Claim 8

A system comprising:
data processing hardware; and
memory hardware in communication with the data processing hardware, the memory hardware storing instructions that, when executed on the data processing hardware, cause the data processing hardware to perform operations comprising:
detecting a low-impact event of a vehicle;
receiving one or more service request handling inputs;
assigning at least one service request handling pathway to the low-impact event based on the service request handling inputs subsequently or simultaneously present when the low-impact event is detected, the service request handling pathways include a first handling pathway, a second handling pathway, and a third handling pathway;
initiating a service request;
dynamically assigning, via a call handling strategy evaluator, a service request cancellation period to the service request based on the assigned service request handling pathway, the first handling pathway having a first service request cancellation period of zero (0) seconds, the second handling pathway having a second service request cancellation period that is greater than the first service request cancellation period, and the third handling pathway having a third service request cancellation period that is greater than the first and second service request cancellation periods;
when the second or third handling pathways is assigned, prompting an operator of the vehicle with the service request cancellation period assigned;
determining whether a cancellation request is received within the service request cancellation period; and
either (i) cancelling the service request when the cancellation request is received within the service request cancellation period or (ii) transmitting the service request to a service provider when the cancellation request is not received within the service request cancellation period.

### Claim 9 (depends on 8)

The system of claim 8, wherein the one or more service request handling inputs includes at least one of the following:
a current vehicle speed;
a vehicle speed at impact;
a diagnostic trouble code status;
a vehicle operation status;
a vehicle operator age status;
a type of object impacted;
weather conditions;
a child occupant status;
an internal audio status;
an account type;
a driver experience status; or
an external audio status.

### Claim 10 (depends on 9)

The system of claim 9, wherein the first handling pathway is assigned to the low-impact event if the speed of impact was greater than a first threshold, the driver is a teenager, the vehicle is being operated under a fleet account, children are present in the vehicle, the vehicle is an autonomous vehicle, a large object impact was detected, diagnostic trouble codes are present, or external audio indicates damage occurred.

### Claim 11 (depends on 10)

The system of claim 10, wherein the second handling pathway is assigned to the low-impact event if the speed of impact was less than a first threshold but greater than a second threshold, the driver is inexperienced, the vehicle is a non-autonomous vehicle, keywords were detected within the vehicle, a small object impact was detected, or weather conditions are present.

### Claim 12 (depends on 11)

The system of claim 11, wherein the third handling pathway is assigned to the low-impact event if the vehicle is still moving, no object impact was detected, or no keywords were detected.

### Claim 13 (depends on 12)

The system of claim 12, wherein the first handling pathway is a high severity pathway, the second handling pathway is a medium severity pathway, and the third handling pathway is a low severity pathway.

### Claim 14 (depends on 13)

The system of claim 13, wherein when more than one of the first handling pathway, the second handling pathway, or the third handling pathway is assigned to the low-impact event, the highest severity pathway assigned is used to assign the service request cancellation period to the service request.

### Claim 15 (depends on 8)

The system of claim 8, further comprising a communication system configured for facilitating communication to vehicle service centers and service providers via a network.

### Claim 16 (depends on 8)

The system of claim 8, wherein the system is a vehicle management system.