Customer service automation systems and methods
AssigneeGMAC Insurance Company
InventorsRobert Farrell Lockwood, David Scott Kerven, Gregory Max Oman, Verne Ewald Purvines, David Robert Small, Laurie Oldham Smith, Mitchell Franklin White, Jason Leonard Wrather
Life of this patent
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Abstract
The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generated based upon at least the detected event. The response plan is then acted upon in an automated fashion to provide an enhanced service experience for the customer.
Claims10
A method for automating and enhancing customer service in vehicle distress situations comprising:
- detecting a vehicle distress event;
- wherein an on-board sensor is in electrical communication with an on-board computer and an on-board recording system;
- wherein the on-board computer and the on-board recording system are capable of electrical communication with a communications link and a navigation subsystem;
- generating a response plan;
- wherein the response plan is a function of predetermined customer provided information and the distress event;
- and
- executing at least one of the generated response plans.
A method for automating and enhancing customer service in vehicle distress situations comprising:
- detecting a vehicle distress event;
- generating a response plan in response to the distress event;
- wherein the response plan is based on customer provided information and the distress event;
- executing at least one of the generated response plan;
- and
- detecting the distress event as a result of an action by a third-party.
Dependencies are inferred from the claim text.