SHARED CHECKLISTS FOR ONBOARD ASSISTANT
There is disclosed herein a method of providing customer service, including receiving a customer service request from an autonomous vehicle (AV), the customer service request comprising sensor data collected by the AV; selecting a standard operating procedure (SOP) for responding to the customer service request, the SOP selected from a data store comprising a plurality of SOPs, wherein selecting the SOP is based at least in part on the sensor data from the AV, and wherein the SOP includes a human-usable resolution script; and handling the customer service request, including displaying the human-usable resolution script to a human customer service agent to assist the human customer service agent in handling the customer service request.
1 . A method of providing customer service, comprising:
receiving a customer service request from an autonomous vehicle (AV), the customer service request comprising sensor data collected by the AV;
selecting a standard operating procedure (SOP) for responding to the customer service request, the SOP selected from a data store comprising a plurality of SOPs, wherein selecting the SOP is based at least in part on the sensor data from the AV, and wherein the SOP includes a human-usable resolution script; and
handling the customer service request, comprising displaying the human-usable resolution script to a human customer service agent to assist the human customer service agent in handling the customer service request.
2 . The method of claim 1 , wherein the customer service request was initiated autonomously by the AV.
3 . The method of claim 1 , wherein the customer service request was initiated by a passenger of the AV.
4 . The method of claim 3 , wherein selecting the SOP comprises accounting for a user sentiment of the passenger.
5 . The method of claim 1 , wherein the sensor data comprises a state of the AV.
6 . The method of claim 1 , wherein the sensor data comprises a state of a passenger of the AV.
7 . The method of claim 1 , wherein the sensor data comprise occupancy data.
8 . The method of claim 1 , wherein the sensor data comprise data from a third-party data source.
9 . The method of claim 1 , wherein selecting the SOP comprises providing the sensor data to a machine learning (ML) algorithm, and selecting the SOP as an output of the ML algorithm.
10 . 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:
provide a user interface to a customer service agent (CSA);
receive, from an autonomous vehicle, incident data comprises information collected by sensors of the autonomous vehicle;
institute a customer service instance based on the incident data;
select a standard operating procedure (SOP) based on the incident data, the SOP selected from a data store comprising a plurality of SOPs, wherein the SOP includes human-usable instructions; and
display to the CSA the human-usable instructions via the user interface.
11 . The computing system of claim 10 , wherein the SOP further comprises computer-executable operations, and wherein the instructions are further to instruct the at least one processor circuit to carry out the computer-executable operations.
12 . The computing system of claim 10 , wherein selecting the SOP comprises providing the incident data to a machine learning (ML) algorithm, and selecting the SOP as an output of the ML algorithm.
13 . The computing system of claim 12 , further comprising training the ML algorithm with a plurality of real or simulated sensor data conditions and respective preferred SOPs for the real or simulated sensor data conditions.
14 . The computing system of claim 10 , wherein the instructions are further to collect additional data while handling the customer service instance.
15 . The computing system of claim 14 , wherein the instructions are further to select a new SOP according to the additional data.
16 . The computing system of claim 14 , wherein the additional data comprise data that have changed since a beginning of handling the customer service instance.
17 . The computing system of claim 14 , wherein the additional data comprise a passenger sentiment.
18 . The computing system of claim 14 , wherein the additional data comprise a change in customer sentiment since a beginning of handling the customer service instance.
19 . One or more tangible, non-transitory computer-readable media having stored thereon executable instructions to instruct a processor to:
provide a user interface to a customer service agent (CSA);
receive, from an autonomous vehicle, incident data comprises information collected by sensors of the autonomous vehicle;
institute a customer service instance based on the incident data;
select a standard operating procedure (SOP) based on the incident data, the SOP selected from a data store comprising a plurality of SOPs, wherein the SOP includes human-usable instructions; and
display to the CSA the human-usable instructions via the user interface.
20 . The one or more tangible, non-transitory computer-readable media of claim 19 , wherein the SOP further comprises computer-executable operations, and wherein the executable instructions are further to instruct the processor to carry out the computer-executable operations.