Note : Les descriptions sont présentées dans la langue officielle dans laquelle elles ont été soumises.
1
ASSISTANCE ON THE GO
[01] This application claims priority to U.S. Non-Provisional Application
Serial No.
14/611,915, filed February 2, 2015, which is a continuation-in-part
application to U.S.
Non-Provisional Application Serial No. 12/859,627, filed August 19, 2010,
which
claims priority from both U.S. Provisional Application Serial No. 61/235,217,
entitled
"Assistance on the Go," filed August 19, 2009, and U.S. Provisional
Application
Serial No. 61/255,349, entitled "Assistance on the Go," filed October 27,
2009.
TECHNICAL FIELD
[02] Aspects of the disclosure relate to roadside service and other enhanced
services using
a mobile device. More specifically, aspects of the disclosure relate to
wireless-
enabled devices that communicate with a remote server computer to facilitate
and
enhance roadside services and other services, such as towing services.
BRIEF DESCRIPTION OF THE DRAWINGS
[03] Aspects of the invention may take physical form in certain parts and
steps,
embodiments of which will be described in detail in the following description
and
illustrated in the accompanying drawings that form a part hereof, wherein:
[04] Figure 1 depicts an illustrative operating environment in accordance
with aspects of
the invention;
[05] Figure 2 illustrates an exemplary operating environment in accordance
with aspects of
the invention;
[06] Figure 3 is a flowchart illustrating the pre-registration process in
accordance with
aspects of the association;
[07] Figures 4 ¨ 6 illustrate exemplary screenshots of an application for
roadside assistance
in accordance with various aspects of the invention;
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[08] Figure 7 illustrates an exemplary block diagram of a roadside assistance
system and
application that may be used to implement various aspects of the disclosure;
and
[09] Figures 8A and 8B illustrate a method of providing a roadside assistance
system and
application in accordance with aspects of the disclosure.
[10] It will be apparent to one skilled in the art after review of the
entirety disclosed that
the steps illustrated in the figures listed above may be performed in other
than the
recited order, and that one or more steps illustrated in these figures may be
optional.
SUMMARY OF INVENTION
[11] In one embodiment in accordance with aspects of the disclosure, a method
for
coordinating roadside assistance service providers and their available
capacity and
matching users that require roadside assistance to those roadside assistance
service
providers is disclosed. The method may include the steps of: (1) receiving,
through a
mobile application executing on a mobile device having at least one processor,
a
roadside assistance request from a user, wherein the roadside assistance
request is
received through the mobile device; (2) receiving, by the mobile application,
telematics information from a telematics device; (3) receiving, by the mobile
application, insurance information from an insurance company, wherein the
insurance
information includes information about the user, vehicle information, and the
user's
home location; (4) providing, by the mobile application, a prioritized ranking
of
roadside assistance service providers based on the telematics information,
insurance
information, and the roadside assistance request; (5) providing, by the mobile
application, roadside assistance provider information based on the prioritized
ranking
of roadside assistance providers; (6) receiving, by the mobile application, a
roadside
assistance order from the user that includes a selected roadside assistance
provider,
(7) transmitting, by the mobile application, the roadside assistance order to
the
selected roadside assistance provider, (8) receiving, by the mobile
application,
confiimation of the roadside assistance order from the selected roadside
assistance
provider; and (9) providing, by the mobile application, an electronic payment
to the
selected roadside assistance provider for the roadside assistance order.
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[12] In another embodiment in accordance with aspects of the disclosure, a
method for
coordinating roadside assistance service providers and their available
capacity and
matching users that require roadside assistance to those roadside assistance
service
providers is disclosed. The method may include the steps of (1) after
occurrence of a
roadside event to a vehicle, receiving input at a mobile device related to an
electronic
membership card; (2) retrieving, from a data store, membership information
associated with the vehicle, where the membership information includes
insurance
information and roadside assistance services available to the vehicle to
remedy the
roadside event, wherein the insurance information includes information about
the
user, vehicle information, and the user's home location; (3) receiving, by a
roadside
assistance system with a mobile application executing on the mobile device
having at
least one processor, a towing request from a user; (4) receiving, by the
roadside
assistance system, telematics information from a telematics device; (5)
providing, by
the roadside assistance system, a prioritized ranking of tow truck providers
based on
the telematics information, the insurance information, and the towing request,
wherein
the ranking is based on a safest route from a selected tow truck to the
vehicle as
determined by the roadside assistance system; (6) providing, by the roadside
assistance system, tow truck provider information based on the prioritized
ranking of
tow truck providers; (7) receiving, by the roadside assistance system, a
towing order
from the user; (8) transmitting, by the roadside assistance system, the towing
order to
the selected tow truck; and (9) providing, by the roadside assistance system,
an
electronic payment to the selected tow truck for the towing order to the
selected tow
truck.
[13] In another embodiment in accordance with aspects of the disclosure, one
or more non-
transitory computer readable media storing computer readable instructions
that, when
executed, cause an apparatus to coordinate roadside assistance service
providers and
their available capacity and match users that require roadside assistance to
those
roadside assistance service providers is disclosed. The apparatus may provide
include
the instruction of: (a) after occurrence of a roadside event to a vehicle,
receive input at
a mobile device regarding the roadside event to the vehicle; (b) receive,
through a
mobile application executing on the apparatus, a roadside assistance request
from a
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user, wherein the roadside assistance request is received through the mobile
device
and relates to the roadside event to the vehicle; (c) receive, by the mobile
application,
telematics information from a telematics device, wherein the telematics
information
includes information from the vehicle to assist with a diagnosis and repairs
for the
roadside event to the vehicle; (d) receive, by the mobile application,
insurance
information from an insurance company, wherein the insurance information
includes
information about the user, vehicle information, and the user's home address;
(e)
determine and provide, by the mobile application, a prioritized ranking of
roadside
assistance providers based on the telematics information, the insurance
information,
and the roadside assistance request; (f) provide, by the mobile application,
roadside
assistance service provider information based on the prioritized ranking of
roadside
assistance service providers; (g) receive, by the mobile application, a
roadside
assistance order automatically selected by the mobile application based on the
roadside assistance service provider that scores the highest according to a
preset
algorithm, wherein the roadside assistance order include a selected roadside
assistance
provider; (h) transmit, by the mobile application, the roadside assistance
order to the
selected roadside assistance provider; and (i) provide, by the mobile
application, an
electronic payment to the selected roadside assistance provider for the
roadside
assistance order.
[14] The details of these and other embodiments of the present invention are
set forth in
the accompanying drawings and the descriptions below. Other features and
advantages of the invention will be apparent from the description and the
drawings.
DETAILED DESCRIPTION
[15] Figure 1 depicts an illustrative operating environment in accordance with
aspects of
the invention. A user of wireless-enabled devices 102, 104 may communicate
with a
wireless access point 106. The wireless-enabled device 102 may be a mobile
telephone with applications and other functionality (e.g., APPLE iPhone,
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RESEARCH IN MOTION Blackberry, HTC41 Android-based GI, or other mobile
telephone), a handheld device with Wi-Fi connectivity (e.g., APPLE iTouch), a
mobile telephone with an enhanced roadside assistance application installed,
or other
portable electronic device. The wireless-enabled devices 102, 104 may be
configured
to communicate with a wireless access point 106 such as a cellular tower
operated by
a cellular service provider. Alternatively, the wireless access point 106 may
be a Wi-
Fi (e.g., compatible with IEEE 802.11a/b/g/etc. wireless communication
standards)
hotspot where the wireless-enabled device 102, 104 may obtain access to the
Internet
(e.g., to communicate using online chat applications or voice-over-IP
applications).
One skilled in the art will appreciate that other techniques may be used to
allow
devices 102, 104 access over a wide area network (WAN).
[16] The data communicated from the user devices 102, 104 may be transmitted
to a server
108. The server 108 (e.g., a high-performance Intel computer) may include a
memory 112 storing computer-readable instructions and a processor 114 for
executing
the computer-readable instructions. The data communicated to the server 108
from
the user device 102, 104 may be transmitted over the WAN through wireless
access
point 106. Meanwhile, another server 110 may be comprised of a memory 120
storing computer-readable instructions and a processor 116 for executing the
computer-readable instructions in accordance with aspects of the invention.
The
memories 112, 120 may also store computer data files that hold information
that may
be useful to applications running on the user's mobile device 102, 104 or the
servers
108, 110. For example, the computer data files may include user login/profile
information, insurance policy (or motor club) information, service provider
list and
related information, and/or other information. The data collected and stored
in the
data files may be used to support one or more of the numerous features
disclosed
throughout this disclosure.
[17] One skilled in the art will appreciate that the server (e.g., servers
110 and 108) is not
limited to a single machine or device. The server may be embodied as a web
server or
Internet-accessible server. Furthermore, the term server refers to any system
of
computers and/or devices (e.g., firewalls, routers, caching systems, proxy
servers, etc.
or combination thereof) that may be used to provide access to services and
features
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available for use. As such, different reference to the server perfoitning
particular
steps does not require that the same machine/device perform all the steps.
[18] Servers (108 and 110), data store 122, and wireless access point 106
may
communicate over a wired and/or wireless connection. In some instances, a
private,
secure connection may be established between one or more of these components.
For
example, server 108 and server 110 may communicate over a network cloud
representing the Internet. Alternatively, server 108 and data store 122 may
communicate over a secure WAN or a dedicated Ti (or other telecommunications)
line. Furthermore, wireless devices 102, 104 may include a processor, memory,
display screen (e.g., touchscreen), keypad, sensors (e.g., motion, light,
etc.), camera,
global positioning system (GPS) chip, audio output/input devices, and other
electronic
components configured for use in mobile phones, PDAs, and mini-laptops.
[19] In another example, one or more servers 108, 110 may include a processor,
RANI,
ROM, communications module, and/or memory storing an operating system,
applications, and/or data. The server may have a processor for controlling
overall
operation of the server and its associated components, including random access
memory, read-only memory, communications module, and memory. Such a server
may include a variety of computer readable media. Computer readable media may
be
any available media, both tangible and intangible, that may be accessed by the
server
and include both volatile and nonvolatile media, and removable and non-
removable
media. By way of example, and not limitation, computer readable media may
comprise a combination of computer storage media and communication media.
Computer storage media include volatile and nonvolatile, removable and non-
removable media implemented in any method or technology for storage of
information such as computer readable instructions, object code, data
structures,
program modules or other data. Computer storage media include, but are not
limited
to, random access memory (RAM), read only memory (ROM), electronically
erasable
programmable read only memory (EEPROM), flash memory or other memory
technology, CD-ROM, digital versatile disks (DVD) or other optical disk
storage,
magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic
storage
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devices, or any other medium that can be used to store the desired information
and
that can be accessed by the server.
[20] The aforementioned server may include one or more applications
representing the
application data stored in RAM memory while the server is on and corresponding
software applications (e.g., software tasks) are running on the server. The
aforementioned communications module may include a microphone, keypad, touch
screen, and/or stylus through which an (optional) user of the server may
provide
input, and may also include one or more of a speaker for providing audio
output and a
video display device for providing textual, audio/visual and/or graphical
output.
Software may be stored within the memory and/or storage to provide
instructions to
the processor for enabling the server to perform various functions. For
example,
memory may store software used by the server, such as an operating system,
application programs, and/or an associated database. Alternatively, some or
all of the
computer executable instructions for the server may be embodied in hardware or
firmware. Moreover, a database (or data store) 122 may provide centralized
storage
of data.
[21] Such a server may operate in a networked environment supporting
connections to one
or more remote computing devices. The remote computing devices may be personal
computing devices or servers that include many or all of the elements
described above
relative to the server. Remote computing devices may be a mobile device
communicating over wireless carrier channel. The network connections depicted
in
the figures may include a local area network (LAN) and/or a wide area network
(WAN), but may also include other networks. When used in a LAN networking
environment, the server may be connected to the LAN through a network
interface or
adapter in the communications module. When used in a WAN networking
environment, the server may include a modem in the communications module or
other
means for establishing communications over the WAN, such as the Internet. It
will be
appreciated that the network connections shown and described are illustrative
and
other means of establishing a communications link between the computing
devices
may be used. The existence of any of various well-known protocols such as
TCP/IP,
Ethernet, FTP, HTTP and the like is presumed, and the system can be operated
in a
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client-server configuration to permit a user to retrieve web pages from a web-
based
server. Any of various commonly known web browsers can be used to display and
manipulate data on web pages.
[22] Referring to Figure 2, numerous mobile wireless-enabled devices are
illustrated
connecting to mobile architecture 200 over a wireless network. The mobile
architecture includes wired and/or wireless connections with servers, data
store/database, and a wireless access point. An interactive voice response
(IVR)
system may also be included to facilitate services not using a cellular data
plan.
Numerous different application servers and data stores may be included in the
mobile
architecture, including, but not limited to, a database, application server,
map server,
software application for use at a call center or for a customer service
platform), CTI
(i.e., computer telephony integration ¨ which presents voice and data within a
customer service platform), data store in which customer and supporting data
tables
may be housed), IVR (interactive voice response) server, web services
application
server, interceptor, and firewall. The mobile wireless-enabled devices in
Figure 2
may have application software installed in accordance with various aspects of
the
invention. The application software may permit the mobile device to
communicate
with a remote web services application server through the firewall. In an
alternative
embodiment, the mobile device may have a thin-client installed that provides
an
interface for the mobile device to execute application software on a remote
server.
One skilled in the art will appreciate the numerous advantages and
disadvantages
related to the thin-client and thick-client design choices contemplated by the
various
embodiments of the invention. Moreover, in some embodiments, the mobile device
may receive notifications of software updates (e.g., new versions) of the
application
and can receive automatic (or manually authorized) download and installation
of the
updates.
[23] Flat Tire. In one example in accordance with aspects of the invention,
John Doe's
(i.e., a user) vehicle has a flat tire. John has previously installed a
roadside assistance
application in accordance with various aspects of the invention on his APPLE
iPhone, and he has registered his vehicle with the application. After
launching the
roadside assistance application, the registered application attempts to assess
whether
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John is in a safe location. If John presses the "911" icon, the application
will
automatically dial the emergency line to locate emergency assistance for John.
However, in this case, John is at the parking garage near his office building,
and he
presses the "Yes" icon.
[24] Next the application, in this example, requests information about John's
service needs
(see Figure 5). The application provides a list of services 500 to John in a
"Service
Type" selection box. Some examples of service types include, but are not
limited to,
locked out (i.e., locked out of one's vehicle), flat tire/ tire needs air/
tire change, dead
battery/ battery service/ battery replacement, jump start, out of gas /
incorrect fuel /
fluids, towing, vehicular accident / vehicle fire, mechanical failure/ brakes
/
transmission / engine, lock out/ locked out/ lost keys/ damage keys/ keys
locked in
car, locksmith, winch! stuck, won't start, stalled while driving, reunite,
dealer service,
transfer, recovery, wrecker, and other (i.e., the service type when none of
the listed
services are appropriate). In addition, in those cases where the mobile device
102,
104 provides functionality to retrieve and display a user's phone number, the
application may retrieve and display that information. John, in some
embodiments,
may be permitted to edit the callback number displayed by the application if
he
desires.
[25] In an alternative example, the mobile device 102, 104 may automatically
receive
information about the vehicle directly through communications with the
vehicle's
onboard diagnostics system (e.g., ODB II interface or other comparable
interface with
the vehicle's diagnostics system). The mobile device 102 may be equipped with
appropriate circuitry and/or firmware/software to communicate via the
requisite
communication protocols for the ODB II interface. Alternatively, an external
accessory (e.g., peripheral device) may be attached to the ODB II interface to
translate
the ODB II codes/data into a format compatible with the communication protocol
of
the application on the mobile device 102, 104. For example, the external
accessory
may be a bluetooth-compliant device that receives the ODB II data and
transmits it
via bluetooth to the mobile device 102. Alternatively, the external accessory
may
attach to the pins on a mobile device 102 and receive the data wirelessly
transmitted
from the ODB II interface. The information received from the vehicle (e.g.,
through
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the ODB II interface) may be used to select the appropriate service type
without
requiring additional user intervention. Moreover, the ODB 11 codes may be
useful to
a service provider (e.g., towing company or mechanic) in contemplating the
needs of
the user in preparation for addressing the user's calamity.
[26] In yet another alternative example, John's vehicle may be equipped with a
wireless
transmission module (e.g., transceiver circuitry) to transmit diagnostic
information to
a car dealership that services his vehicle. The car dealership may then
transmit the
information to John (e.g., via an onboard display on the vehicle's dashboard).
In
accordance with various aspects of the invention, assume John Doe is driving a
BMW brand vehicle equipped with BMWAssist . John may register on a server
108 to have updates from a third party (e.g., BMW) computer server routed
through a
server 108 to his mobile device 102 whenever a defect in his vehicle is
detected. John
Doe can designate computer server 108 to receive notifications on his behalf
from the
third-party server. As such, the computer server 108, in accordance with
various
aspects of the invention, can process and transmit the notification to John's
mobile
device 102. For example, the third-party server may receive notification that
a flat-
tire has occurred on John Doe's vehicle, and may send a notification to John
Doe's
mobile device 102 indicating the service type required. Consequently, the
"Service
Type" information may be pre-filled in the application selection screen.
Moreover, in
such an example, John may or may not need to be physically present at his
vehicle
For example, John may have parked his vehicle in an outdoor lot on a cold
winter day
while at his office, and he may receive a notification (e.g., a push
notification
available on APPLE iPhone OS 3.0 and later, SMS message, e-mail, etc.) on his
mobile device 102 in the afternoon stating that his battery has gone dead.
John may
use his mobile device 102, in accordance with the various aspects of the
invention
disclosed herein, to contact a preferred service provider and repair his
vehicle, all
while within the comfort of his warm office and not physically present at his
vehicle.
[27] Furthermore, the ODB II codes (or other types of diagnostic codes)
transmitted from
the vehicle to the mobile device 102 may be translated to map against the
numerous
"Service Type" selections available. ODB II codes (and other types of
diagnostic
codes) may be different for different make and model of cars; therefore, when
a user
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registers with the application and provides information about his/her vehicle,
the
appropriate mapping for the type of car can be identified and used for
translating
diagnostic codes. The mapping table may be stored in computer memory at the
mobile device 102 or may be maintained in memory 112 at a remote server 108.
Likewise, the translation may occur at a processor at the mobile device 102 or
at the
remote server 108. One skilled in the art will appreciate that there are
numerous
benefits and drawbacks to each approach.
[28] Next, mobile device 102 transmits data, either directly or indirectly, to
the remote
server 108. The transmission may occur in response to a user keypress (e.g.,
the user
selecting a phone icon on the mobile device 102 display). Alternatively, the
transmission may occur automatically (e.g., in the embodiments where the ODB
II
codes are automatically retrieved and transmitted). The data transmitted from
the
mobile device 102 may include, but is not limited to, the "service type"
selected, user
identification information (e.g., the mobile device 102 phone number, user's
login/username, etc.), location information (e.g., retrieved from the mobile
device
102, manually entered by the user, triangulated from cellular towers by the
cellular
service provider, etc.), vehicle diagnostic data (e.g., OBD II data/codes),
and other
useful information.
[29] Next, the server 108 receives the data transmitted from the mobile device
102. The
server 108 may use the data to identify one or more service providers (e.g.,
towing
company, taxi company, mechanic, etc.) in the area. In one embodiment, the
identification may occur in real-time using an algorithmic selection process
that
maintains ratings and other metrics about the service providers, and selects
one or
more provider based on these ratings and metrics. In another embodiment, the
provider identified may be based on a company's preferred high-quality
relationship
with particular service providers.
[30] In one embodiment in accordance with aspects of the invention, the server
108 may
transmit information about one or more service providers to the mobile device
102 for
the user's review and final selection. As such, information such as a service
provider's name, contact information, rating, and other metrics (e.g.,
distance from
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mobile device's location, cost, etc.) may be displayed on the user's mobile
device
102. In an alternative embodiment, the server 108 may communicate directly
with a
service provider and hire a service provider to service the user. For example,
the
server 108 may communicate over a network (e.g., the Internet, WAN, etc.) with
a
service provider's server 110. The server 110 may receive a request for a
particular
service. The request may include pertinent information about the service
required,
including the location of the vehicle requiring servicing, the type of service
required,
the make/model/color of the vehicle requiring servicing, the maximum charge
allowed for the service (e.g., pre-contracted towing rates), and other
information.
[31] The service provider's server 110 may communicate the information to
mobile
devices carried by (or installed in the vehicles of) its employees in the
field. As such,
the employee can accept or reject the new service request. Alternatively, the
server
110 may communicate the information to employees located at an office and that
are
responsible for facilitating new service requests and dispatching service
vehicles (e.g.,
using the Beacon system). Once the service provider accepts the new service
request,
their server 110 transmits an acceptance message to the server 108. In order
to
facilitate simultaneous communication to multiple service providers, the
server 108
may be required to send a confirmation message to the service provider once
acceptance has been received and accepted. At least one benefit of such a
system is
that multiple service providers may be contacted with a request for a
particular
service, and then only the "best" service provider willing to accept the
service request
may be confirmed for the job. In one embodiment in accordance with various
aspects
of the invention, the service providers may include a price or quote (or other
information, such as estimated time of arrival at the user's vehicle) in its
acceptance
message. As such, service providers may compete (e.g., in an auction-like
system) for
new servicing jobs. Alternatively, the "best" service provider may simply be
the first
to reply with an acceptance message. In some embodiments, the server 108 may
also
transmit a cancellation message to the other service providers (i.e., everyone
except
the one receiving a confirmation message) once a new service request has been
filled
so that the other service providers are updated about the current status of
filled new
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service requests. Alternatively, new service requests may automatically expire
after a
predetermined time period. As such, a cancellation message may not be
necessary.
[32] The server 108 may transmit to the mobile device 102 information about
the service
provider that will be servicing the user's vehicle. The information may
include, but is
not limited to the name of the service provider, the estimated time of arrival
(ETA),
the phone number for the service provider (or the mobile phone number of the
particular service vehicle servicing the user's vehicle), and/or other useful
information. For example, Figure 6 illustrates an exemplary "service details"
screen
600. In some embodiments, the user is conveniently provided with the option of
providing feedback while he/she waits for a service provider to arrive. In
some
embodiments, the mobile device 102 may receive regular (e.g., every 5 minutes,
real-
time, or on another regular or periodic basis) updates from the server 108
with the
approximate location of the service vehicle that will be servicing the user's
vehicle.
The approximate location may be displayed on a map or may be provided as an
approximate distance from the user's vehicle. Moreover, the approximate time
until
arrival may be displayed and updated on a regular or periodic basis.
[33] In an alternative embodiment, server 108 may provide the mobile device
102 with
information about service providers. The user may contact the service
providers
directly (e.g., by calling their office) to arrange for a service provider. At
least one
advantage of such a system over simply looking up service providers in a
telephone
directory is that the server 108 may be able to provide an enhanced list of
service
providers to the mobile device 102. For example, the list may include one or
more
service providers that are competent in the particular type of service
required of the
user's vehicle. As such, the user need not be concerned with whether a
particular
service provider offers the particular service required of the user's vehicle.
[34] In addition, the server 108 may transmit relevant information to the
user's insurance
company, emergency contacts, police, fire department, taxi company, and/or
others.
For example, information necessary for starting a claim may be submitted to
the
insurance company so the user's process for submitting the claim is already
partially
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completed. In some embodiments, the user may retain full control over whether
the
insurance company is notified of the user's vehicle situation.
[35] Moreover, a user's parents, spouse, coworkers, etc. may be contacted to
alert them
about the user's vehicle situation. For example, in one embodiment, the server
108
may receive notification from the user's mobile device 102, and then reference
the
user's preferences. A copy of the user's preferences may be saved in memory,
e.g., as
a data file, at the server 108. The preferences may indicate which additional
people or
organizations to contact and what information to provide to those people. In
another
embodiment, the application may enable the user to save his/her emergency
contact's
information on the mobile device 102. For example, the user may enter his
insurance
agent's information, personal contact information, and emergency contact
information. Alternatively, the screen may permit entry of other relevant
information
about each contact (e.g., email address, SMS number, alternate phone numbers,
etc.)
As such, the user may conveniently access his contacts through the
application's
menu.
[36] In one embodiment, the server 108 may automatically send a text message
(e.g., SMS,
etc.) to the user's parent's phone number (or other people's phone numbers)
with a
predetermined message. The server 108 may alternatively send an e-mail message
to
the desired person/organization's email address. In some embodiments, the
desired
person may have an application installed on his/her mobile device 102 that
receives a
push notification initiated by server 108 The push notification may include a
textual
message and/or other appropriate information (e.g., the location of the
vehicle/user,
the condition of the vehicle, whether anyone is injured, etc.) Alternatively,
a
customer service representative may be alerted by server 108 to manually call
the
desired person/organization and provide an appropriate message.
[37] In another embodiment in accordance with aspects of the disclosure, the
user may be
provided with a guided experience when requesting roadside assistance. The
guided
experience may be implemented using a series of icons along the top of the
screen on
the user's mobile device 102. One skilled in the art will appreciate that the
guided
experience may be provided through different configurations of the icons; for
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example, the icons may be placed vertically along a side of the screen, or
they may be
configured in a circular or other pattern around the screen. The series of
icons may
tell the user where he/she in the process of obtaining roadside assistance.
[38] In some embodiments in accordance with aspects of the invention, the
application
may verify that the user is in a safe location. An option for calling "911"
may be
provided should the user require immediate emergency assistance. Next, as
depicted
in Figure 3, the application may request information about the type of service
the user
requires. As discussed in detail above, there are numerous service types 300
that may
be available for the user to select. Moreover, as already discussed herein, in
some
embodiments, the user's vehicle may be equipped with appropriate technology to
communicate directly with the mobile device to provide/recommend the service
type
information. Next, the application may direct the user to call a roadside
assistance
customer service representative to identify and secure the appropriate
roadside service
provider for the user. The application on the mobile device 102 may transmit
the
appropriate information (e.g., member number, member's zip code, service type
requested, and/or user's current location) to the customer service center. As
such, the
representative may already have information about the user and/or user's
vehicle on-
screen when the conversation begins. Additional information about aspects of
this
feature are disclosed below, including the use of a caller ID feature to
automatically
match the user with his/her information.
[39] Once the service provider arrives to provide the user's vehicle with
roadside
assistance, the user may use his/her mobile device 102 to authorize payment to
the
service provider. For example, the mobile device 102 may display an icon to
permit
the user to indicate that service has been satisfactorily provided and
completed. Upon
receipt of a corresponding message at the server 108 from the mobile device
102, the
server 108 may authorize release of funds to the service provider. For
example, the
server 108 may authorize a bank to perform an ACH transaction of funds
directly into
the service provider's bank account. In one example, the funds are sourced
from the
user's bank account; while in another example, the funds are sourced directly
from the
account of the company providing the roadside assistance program. Meanwhile,
in
another example a first person (e.g., a parent) may arrange for a second
person (e.g.,
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their child) to authorize release of the parent's funds to the service
provider. The
server 108 may also notify the service provider's server 110 that payment has
been
authorized. As such, service provider may receive more prompt payment for its
services, while also reducing the need to process claims at the insurance
company.
[40] Vehicle Incident. In yet another example in accordance with various
aspects of the
invention, two user vehicles may be involved in a vehicular crash. In such a
scenario,
the two users may exchange insurance information and other information (e.g.,
pictures of the crash site taken with a camera on the mobile device 102)
wirelessly
using their mobile device 102. For example, an application in accordance with
various aspects of the invention may enable the users to wirelessly transmit
(e.g.,
using Bluetooth, SMS messaging, e-mail, or other wireless transmission
techniques)
their information to the other user's mobile device. At least one benefit is
that the
exchange of information between the parties is much more convenient given the
stressful situation of a vehicular crash.
[41] In addition, the user may contact a customer service representative to
report the
vehicular incident. In accordance with various aspects of the invention, the
representative may already have information about the user and/or user's
vehicle on-
screen when initiating conversation. For example, the application on the
mobile
device 102 may transmit the device's phone number and other information (e.g.,
accident information, user's location, pictures, or other information) to
server 108. As
such, the representative's system may use the caller ID feature to
appropriately
identify the transmitted data as corresponding to the phone number identified
on the
caller ID. Therefore, information about the user and/or user vehicle may
already be
displayed on the representative's screen when the call commences. Thus, an
enhanced roadside assistance program may be offered to users.
[42] Preventive Measures. As explained earlier, vehicles with onboard
diagnostic
equipment (e.g., ODB II port) may be able to retrieve information about
operating
parameters of the user's vehicle. As such, the diagnostic equipment may be
able to
assist the user in the maintenance and upkeep of the vehicle; thus, resulting
in a safer
vehicle and hopefully fewer incidents. The mobile device 102 may receive alert
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notifications when parameters of the vehicle are outside of normal operating
limits or
limits set by the user or other entity. For example, if the user's battery is
dead or low,
the user may receive a notification on the mobile device 102 (or elsewhere
designated
by the user) about the dead or failing car battery. Likewise, if the vehicle's
tire
pressure runs low, the mobile device 102 may receive a notification. Along
with the
notification, the mobile device 102 may be provided with one or more service
providers (e.g., towing companies, mechanics shops, or other providers) that
can
repair the problem.
[43] Referring to Figure 3, the flowchart illustrates various features of the
one or more
embodiments of the invention. The user may register using the mobile device
102, or
may, in some embodiments, register online with a personal computer. Once the
user
is registered, information about the user (e.g., user profile information) may
be stored
on the mobile device 102 (or on a remote server 108). That information may be
useful in storing and displaying information about the user, including a
picture of the
user's vehicle, make/model/year of the vehicle, vehicle's insurance policy (or
motor
club) number (e.g., virtual membership card), and other pertinent information.
In
some embodiments, the user may only be "pre-registered" 302 (i.e., registered
with
the application with some basic information (e.g., name, vehicle, phone
number, etc.),
but may not have a membership in a roadside assistance program); thus,
features such
as the virtual membership card may be grayed out (i.e., deactivated) on the
user's
screen However, in one example, the pre-registered user may provide the
application
with some basic authentication information (e.g., last four digits of social
security
number, date of birth, and/or membership number) to authenticate herself, and
then
need only provide 304 some minimal additional authorization information (e.g.,
credit
card information, vehicle information, driver information, etc.) to
activate/register 306
for membership in the roadside assistance program. At least one benefit of pre-
registration is that a user can go through the lengthy registration process in
advance,
and then at the time of a roadside event (e.g., car crash), the user can
activate the pre-
registration for membership privileges with minimal hassle.
[44] One of ordinary skill in the art will understand that the flowcharts
illustrate just some
examples of functions/features available in accordance with various aspects of
the
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invention, and that other examples of features are available as described
throughout
the specification and figures. For example, various aspects of the invention
include a
feature for obtaining customer feedback. The feature enables prompt and
accurate
feedback about the user's experience because, inter alia, the feedback is
collected
almost immediately after the event of interest, and the questions can be
tailored to the
specifics of the particular event/user/details.
[45] Regarding user vehicle registration, the user may enter various
information to register
for enhanced roadside assistance. In some embodiments, the user may enter just
the
vehicle VIN (vehicle identification number). The server 108 and/or mobile
device
102 may store the VIN and retrieve information about the vehicle (e.g., made,
model,
year, etc.) based off the VIN. In an alternative embodiment, the user may also
be
required to enter membership information, such as name, zip code, or a member
identification number. The membership information may be linked to the user's
insurance or motor club profile and mapped as such on server 108. As a result,
future
communications between the mobile device 102 and the server 108 may be
recognized as related to a particular member. Membership may refer to
membership
in a roadside assistance program, motor club, or other group/organization.
[46] Electronic Membership Card. Membership information may be illustrated in
an
exemplary virtual membership card screen, as depicted in Figure 4. The member
card
screen 400 may illustrate the date through which the user's membership is
valid
and/or the date since the user has been a member. The user's membership
number,
membership level (e.g., Platinum), and other information may also be displayed
on
the membership card screen. At least some of the information displayed on the
membership card screen may be locally stored on the mobile device 102. As
such, the
user need not be connected to a carrier or WiFi in order to retrieve his/her
membership information. Alternatively, membership information may be stored on
a
server 108 and retrieved for display on the screen. At least one benefit of an
electronic membership card is that changes to the user's policy and/or other
updates
may be dynamically pushed to the user's mobile device 102. As such, the user
may
have instant access to updated policy information and need not necessarily
wait for an
insurance company to mail him/her an updated membership card. In addition, the
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membership card screen may include information about services and promotions
offered to members. For example, a roadside assistance icon may appear to
indicate
that roadside assistance on the go is available to the user. In addition,
promotions and
discounts, for example on travel (e.g., flights, rental cars, hotels, etc.)
may be
available to members and a corresponding icon or information may appear on the
membership card screen accordingly.
[47] Meanwhile, a service provider may also be provided with a registration
screen in
some embodiments in accordance with aspects of the invention. Service provider
vehicles may be equipped with wireless-enabled devices (e.g., navigation
systems
with Internet connectivity) that permit the vehicle operator to react in
realtime to
service requests. For example, the exact location of the service vehicle can
be tracked
using this onboard device.
[48] Enhanced Interactive Voice Response (IVR). In an alternative embodiment,
information from the application on the mobile device 102 may be transmitted
to a
remote server related to an IVR system. For wireless devices 102 with a mobile
data
plan, the information may be transmitted over a wireless Internet connection.
However, in those instances where the mobile device does not have data
connectivity,
the device may transmit the data to the IVR system using other available
means. For
example, in one embodiment, the information may be transmitted as a SMS (or
comparable text message format) message to the IVR system. As a result, when a
user calls into the IVR system, the user may receive an enhanced experience
because
the user's location and other relevant information may already be available at
the IVR
system. The IVR may, in some embodiments, still confirm for security reasons
the
name of the member, zip code of the member, and service requested before
transferring the user to a service provider. The disclosed enhanced IVR is
beneficial
because it alleviates the requirement to have the user listen to endless
prompts and
respond with touchtone key presses. In some examples, if the user wishes to
speak
with a customer service representative, he/she may press "0" (or other
designated key)
to immediately speak with a representative.
20
P191 Other
features in accordance with various aspects of the invention are listed below.
For example, server 108 may generate a user driving score based on the user's
reactions to communications and recommendations from an insurance company or a
motor club. The driving score may be used to adjust the user's insurance
premiums or
membership dues and/or other aspects of the user's insurance policy or motor
club
membership. In another example, the mobile device 102 may provide the user
with
information regarding the relative safety of proposed navigation routes as,
for
example, is described in the provisional applications. In yet another example,
the
mobile device 102 may provide different color-coded zones on a map to indicate
the
relative safety of various areas. For example, the mobile device 102 may alert
the
user that a particular intersection is particularly hazardous and has a
statistically
higher frequency of vehicle incidents. One or more of these features may be
provided
in accordance with various aspects of the invention. In yet another example,
the
mobile device may provide the user with information regarding the relative
safety of
drivers or vehicles in the vicinity of the user. This information may be
provided
through transmission of scores or other data regarding the drivers or vehicles
in the
vicinity of the user.
[50] In one embodiment in accordance with aspects of the invention, a system
is described
where two servers and a mobile device assist in providing roadside assistance.
The
mobile device may communicate with a first server and provide various
information
about the status of a vehicle, the user, and/or other information. The first
server may
communicate with a second server to electronically request, approve, and
monitor a
service provider hired to service the vehicle. The first server may provide
information
and/or regular updates to the mobile device regarding the service provider.
The first
server may also authorize payment to the service provider once the job is
completed.
One or more aspects of the aforementioned embodiment are described in greater
detail
throughout the disclosure.
[51] In another embodiment in accordance with aspects of this invention,
Figures 7 and 8
illustrate a roadside assistance system 700 that coordinates towing facilities
and
roadside assistance providers and their available capacity to tow and provide
roadside
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assistance and matches users with those towing facilities and roadside
assistance
providers. Generally, the roadside assistance system 700 may provide a system
that
matches users who need towing services or roadside assistance together with
towing
service providers and roadside assistance providers by providing real-time
supply
management and on premise technology at the service providers and/or repair
facilities. It is understand to one skilled in the art that the embodiments
described and
disclosed above and in Figures 1-6 may be used together with these embodiments
illustrated in Figures 7 and 8 and described below.
[52] The roadside assistance system 700 illustrated in Figures 7 and 8
discloses a system
that involves automated scheduling and the order and receipt of towing
services
roadside assistance services. The roadside assistance system 700 may allow for
roadside assistance facilities and/or towing facilities to pre-register
providing towing
services or roadside assistance. The roadside assistance system 700 may also
allow
for users to pre-register to order and/or request towing services or roadside
assistance.
A user who may need a towing or roadside assistance for their disabled
vehicle, may
activate an application or "order" in their mobile device or "cell phone." The
user
may identify that they need a tow or roadside assistance at their present
location. The
user's present location may be identified by the GPS in the mobile device. The
roadside assistance system 700 may consider various factors in providing the
automated scheduling services for the tow services. For example, the roadside
assistance system 700 may consider: (a) availability of nearby towing
facilities; (b)
telematics information from the vehicle to assist with the diagnosis/repairs,
(c) preset
preferences of the user; (d) insurance information (such as the type of the
vehicle the
user has and the user's home address), and (e) the capabilities of the towing
facility.
Other factors may be utilized without departing from this invention. The
roadside
assistance system 700 may then send the tow truck or roadside assistance
provider
that scores the highest according to a pre-set algorithm using the factors as
discussed
above. The roadside assistance system 700 may also provide the user the
ability to
select a tow truck and roadside assistance provider with several options for
tow trucks
and roadside assistance providers as well as provide various characteristics
of the
options (such as time to location, quality rating, cost, etc.).
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[53] Figure 7 is an example block diagram of a roadside assistance system 700
and
roadside assistance application 705. The roadside assistance application 705
may
include a variety of software or firmware modules such as one or more of the
following. a telematics module 755, an electronic payment module 760, a
roadside
assistance module 765, and an insurance module 770. Each of these modules may
be
utilized by the roadside assistance application 705.
[54] The telematics module 755 may be configured to receive, evaluate, and
analyze a
user's telematics information, such as location, velocity, direction of
travel, route, and
destination. The present disclosure may utilize an in-vehicle device or
telematics
device 710 to collect and provide telematics information as known and used in
the art.
The in-vehicle device 710 may include a processor with a display or graphical
interface that receives and/or collects driving data and/or telematics
information and
provides additional information based on the driving data. The driving data
and/or
telematics information may include, but not be limited to: location,
instantaneous
velocity, average velocity, route, destination, etc. The in-vehicle device
710, which
may be configured to receive real-time vehicle data, may provide a driver with
visual
and/or audible in-vehicle information. The in-vehicle device 710 may process
real-
time (i.e., near real-time) data and then display the processed information in
a
meaningful way on a display or graphical user interface (GUI). The in-vehicle
device
710 may receive and/or collect critical driving data and store summary
information
for and/or about the driver. The in-vehicle device 710 may also include
telematics
information about the service history, previous repairs, and other information
that
may provide a diagnostic analysis of what repairs or may be needed based on
the
telematics information.
[55] The in-vehicle device 710 may communicate with a data collection device
or on-
board diagnostics port of a vehicle to collect the driving data. In another
exemplary
embodiment, the in-vehicle device 710 may acquire the driving data directly
from the
device, such as a smart phone, tablet computer, or vehicle navigation system
via a
built-in accelerometer and/or a Global Positioning System (GPS).
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[56] The telematics module 755 may further be configured to recommend or
provide a
ranked list of service providers based on various factors, such as preferred
service
providers, safest route, highest rated service providers, types of service
providers, etc.
Service providers may include those facilities that provide repair services
and include
towing services and/or towing facilities without departing from this
invention. The
telematics module 755 may be in communication with the telematics device or in-
vehicle device 710, wherein the telematics device 710 sends the telematics
information to the telematics module 755. The telematics module 755 may
further
calculate and provide infounation regarding distance to nearest tow truck or
available
service provider, time to travel (with or without traffic) to selected tow
trucks or
available service providers, route information for selected tow trucks or
available
service providers, etc.
[57] The electronic payment module 760 may be configured to allow for and
provide an
electronic payment for the towing service or roadside assistance that is
ordered and
completed. The electronic payment module 760 may be configured to allow for
the
electronic payment to be automatic with a pre-entered payment method, such as
credit
card information, bank information, etc. With the automatic electronic payment
method, the electronic payment module 760 will automatically send the payment
information to a service provider server 780 after an order has been placed
and/or
completed. Additionally, the electronic payment module 760 may be configured
to
allow for manual individual input of payment methods with each roadside
assistance
order. In the manual electronic payment method, a roadside assistance order
may not
be complete until the user manually inputs payment information to pay for the
roadside assistance or towing. Additionally, the payment may be made or
through an
intermediary without departing from the invention. The electronic module 760
may
provide various benefits, such as: avoiding paying cash "on the hood" or "over
the
table", which may potentially lead to fraudulent activities; the roadside
assistance
system 700 can pay the service provider directly; elimination or reduction of
driver
theft (by eliminating driver contact with cash and co-paying).
[58] The roadside assistance module 765 may be configured to interface with
one or more
service provider systems during the roadside assistance ordering process. The
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roadside assistance module 765 may be configured to provide details of a given
tow
truck or available service providers, such as location, tow truck type, time
to dispatch
or arrival, cost, service provider ratings, service provider reviews, etc.
Additionally,
the roadside assistance module 765 may be configured to provide real-time
information about a given tow truck or available roadside assistance, such as
time-to-
arrival. The roadside assistance module 765 may be in communication with a
service
provider server 780, specifically for the real-time roadside assistance
information.
The service provider server 780 may be similar to or the same as the server
110 as
illustrated in Figure 1 and described above. Accordingly, a user may be able
to
receive immediate information about a given tow truck or roadside assistance
through
the roadside assistance module 765 of the roadside assistance application 705.
[59] Additionally, an insurance module 770 may be included with the roadside
assistance
application 705. The insurance module 770 may include insurance information
735
that may reside on an insurance server 730 regarding information about a
particular
user, previous accidents, previous claims, information about other users with
similar
characteristics, etc. The insurance server 730 may be similar to or the same
as the
server 108 as illustrated in Figure 1 and described above. The insurance
module 770
may be configured to utilize roadside assistance information and rating
factors for
providing insurance to the user. The insurance module 770 may derive rating
factors
for providing insurance based on various information Additionally, the
insurance
module 770 may be configured to utilize the insurance information 735 and
specifically the knowledge and information of previous accidents and claims to
assist
in selecting the route or best tow truck or roadside assistance for the user.
[60] Additionally, the insurance module 770 may be configured to utilize the
insurance
information 735 known about a particular user and insurance information 735
about
users with similar characteristics to provide a prioritized rank and/or
recommendations regarding routes and service provider locations. Additionally,
the
insurance module 770 may provide sortable information, such as providing a
sortable
list of a service provider closest to the user's home, the lowest price, the
best ratings
or reviews, and/or the fastest estimated time of arrival, etc. The insurance
information
735 may be utilized in scheduling the roadside assistance. For example, the
insurance
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information 735 may provide the make/model/type of the vehicle, such as an all-
wheel drive vehicle which might establish whether a hook-type tow truck can
tow or
whether a flatbed tow truck is required. The insurance information 735 may
provide
whether the vehicle is under warranty and know what the covered services are
for the
vehicle. The insurance module 770 may provide a reward depending on the
service
provider selected by the user and potentially the service required and ordered
by the
user. If the user chooses a priority service provider or safe route for the
roadside
assistance, the insurance module 770 may provide an insurance reward, such as
a
discount on future premiums, increased coverage, or decreased deductibles.
[61] The steps that follow in Figure 8 may be implemented by one or more of
the
components in Figures 1, 2, and 7 and/or other components, including other
computing devices. Figures 8A and 8B illustrate an example process 800 by
which a
user may utilize a computer-implemented method and roadside assistance system
700
and a roadside assistance application 705 with insurance aspects. The roadside
assistance application 705 may provide safe and quick ordering of roadside
assistance
from a user's vehicle. The roadside assistance application 705 may be located
on a
user's mobile device 102, such a cell phone, a smart phone, or tablet/laptop
computer.
The roadside assistance application 705 may also be located on a vehicle's on-
board
computer or navigation system. The roadside assistance application 705 may be
configured to allow for ordering roadside assistance remotely or from a
vehicle for
pick-up or delivery by providing the use of an application on a mobile device
102 that
provides information that allows the ordering. The roadside assistance
application
705 may also allow for the electronic payment for the roadside assistance.
Telematics
information regarding the user and/or the vehicle may be utilized to provide
information regarding a user's location, velocity (instantaneous and average),
route,
and destination. The computer-implemented method and system may utilize this
telematics information to provide a prioritized ranked list of service
providers for the
user.
[62] Referring to Figure 8A, in step 805, the user may register using the
mobile device
102, or may, in some embodiments, register online with a personal computer.
Once
the user is registered, information about the user (e.g., user profile
information) may
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be stored on the mobile device 102 or on the roadside assistance system 700.
That
information may be useful in storing and displaying information about the
user,
including a picture of the user's vehicle, make/model/year of the vehicle,
vehicle's
insurance policy (or motor club) number (e.g., virtual membership card), and
other
pertinent information. In some embodiments, the user may only be "pre-
registered"
(i.e., registered with the application with some basic information (e.g.,
name, vehicle,
phone number, etc.), but may not have a membership in a roadside assistance
program); thus, features such as the virtual membership card may be grayed out
(i.e.,
deactivated) on the user's screen. However, in one example, the pre-registered
user
may provide the application with some basic authentication information (e.g.,
last four
digits of social security number, date of birth, and/or membership number) to
authenticate herself, and then need only provide some minimal additional
authorization information (e.g., credit card information, vehicle information,
driver
information, etc.) to activate/register for membership in the roadside
assistance
program. At least one benefit of pre-registration is that a user can go
through the
lengthy registration process in advance, and then at the time of a roadside
event (e.g.,
vehicle crash or vehicle breakdown), the user can activate the pre-
registration for
membership privileges with minimal hassle. Additionally, the user may be
required
to pass a qualification.
[63] Regarding user vehicle registration, the user may enter various
information to register
for enhanced roadside assistance. In some embodiments, the user may enter just
the
vehicle VIN (vehicle identification number). The roadside assistance system
700
and/or mobile device 102 may store the VIN and retrieve information about the
vehicle (e.g., made, model, year, etc.) based off the VIN. In an alternative
embodiment, the user may also be required to enter membership information,
such as
name, zip code, or a member identification number. The membership information
may be linked to the user's insurance or motor club profile and mapped as such
on the
roadside assistance system 700. As a result, future communications between the
mobile device 102 and the roadside assistance system 700 may be recognized as
related to a particular member. Membership may refer to membership in a
roadside
assistance program, motor club, or other group/organization.
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[64] In addition, during step 805, the towing facilities and roadside
assistance service
providers may also be required or allowed to pre-register or register with the
roadside
assistance system 700. The pre-approved repair facilities may also engage in
and
provide towing service and may also be required to pre-register or register
with the
roadside assistance system 700. By being registered with the roadside
assistance
system 700, these pre-approved repair facilities find an easy way for repairs
to be
brought to the repair facilities. The pre-registration or registration process
for the
towing service providers, roadside assistance service providers, and/or repair
facilities
may require a qualification. The service providers and/or facilities may be
required to
pass qualifications as required. The qualification may require proof of
training and
registration of the tow truck inventory, as well as rating, reviews, and past
performance of the service providers and/or facilites.
[65] In step 810, the roadside assistance system 700 may receive a roadside
assistance
request from a user. In this step 810, the user may utilize the roadside
assistance
application 705 on a mobile device 102, such as a cell phone, a smart phone,
or a
tablet/laptop computer to request roadside assistance. The user may also
utilize the
roadside assistance application 705 on a vehicle's on-board computer or
navigation
system. In an embodiment according to the disclosure, the system may receive
the
roadside assistance request via a hand-free set up that may be linked or
communicatively connected to the mobile device 102 or the vehicle's on-board
computer or navigation system. The roadside assistance request may include
such
requests such as the type of roadside assistance, i.e. towing, repair
services, on-site
repair services, etc. The roadside assistance request may also include a
request for
personnel to be transported with the towed vehicle.
[66] In step 815, the roadside assistance system 700 may receive telematics
information.
The telematics information may be sent from the telematics module 755 and/or a
telematics device 710 located in the vehicle or as part of the mobile device
102. The
telematics information may include information regarding the user and/or the
user's
vehicle. The telematics information may include information such as the user's
location, the user's velocity (both instantaneous and/or average), the user's
direction
of travel, the user's route and final destination. This telematics information
may then
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be utilized to assist in providing further information to the system and the
roadside
assistance application 705.
[67] in addition to step 815, in step 820, the roadside assistance system
700 may also
receive insurance information 735. Insurance information 735 may be utilized
with
the computer-implemented method and system that may reside on an insurance
server
730 and/or the insurance module 770. The insurance information 735 may include
information about a particular user, location and instances of previous
accidents,
locations and instances of previous claims, information about other users with
similar
characteristics, etc. The insurance information 735 may also include the
make/model/type of vehicle of the user, which may assist in the selection of
the type
of tow truck required (i.e. trailer or hook). For example, the insurance
information
735 may provide the make/model/type of the vehicle, such as an all-wheel drive
vehicle which might establish whether a hook-type tow truck can tow or whether
a
flatbed tow truck is required. The insurance information 735 may provide
whether
the vehicle is under warranty and know what the covered services are for the
vehicle.
The insurance information 735 may also include billing information of the
user. The
insurance information 735 may also include previous repairs and work as
performed
during the history of the vehicle. The insurance information 735 may also
include
preventative repairs and information that are needed based on the telematics
information.
[68] Additionally, in step 820, the roadside assistance system 700 may use
a set of
historical and/or insurance information 735 about the user to assist and
manage the
roadside assistance in meeting the roadside assistance request. Generally, the
historical information and insurance information 735 may include customer
information, insured information, vehicle information, locations and instances
for
previous accidents and previous insurance claims. The set of historical and/or
insurance information 735 may include type of insurance and the primary
address of
the user. The roadside assistance system 700 may utilize the set of historical
and/or
insurance information 735 about the user to allocate roadside assistance to a
service
provider who may be an insured member based on the set of historical and/or
insurance information 735. The roadside assistance system 700 may also utilize
the
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set of historical and/or insurance information 735 about the user to pre-
determine a
list of service providers that currently are willing and available to provide
roadside
assistance to the user. The roadside assistance system 700 may also utilize
the set of
historical and/or insurance information 735 about the user to match locations
of the
potential roadside assistance, tow facilities, or repair facilities with the
residence of
the user.
[69] Also in step 820, the roadside assistance system 700 may utilize
historical information
and/or insurance information 735 to determine a safe route for a potential
service
provider for the tow truck or roadside assistance route to the user. Based on
the
historical information and/or insurance information 735, the roadside
assistance
system 700 may know where the tow truck or roadside assistance is currently
located
and provide the safest route and/or a prioritized list of those service
providers to the
current location of the user and potentially to the requested delivery
location of the
user. The roadside assistance system 700 may further utilize the historical
and/or
insurance information 735 such as previous accident locations and/or insurance
claims
to assist in selecting the safest route to the service providers and/or the
current
location and requested delivery location of the user. The roadside assistance
system
700 may provide recommendations for the safest routes and rate the routes and
the
service providers based on the previous accidents and claims in the historical
and/or
insurance infoi __ illation 735.
[70] In step 825, the roadside assistance system 700 may provide a prioritized
ranking of
service providers based on the telematics information and the roadside
assistance
request. For example, if the roadside assistance request includes a towing
service
request, the system will provide a prioritized ranking of towing service
providers
closest to the user and based on the user's location and/or user's final
destination.
Additionally, based on the telematics data and the roadside assistance
request, the
roadside assistance system 700 may know where the user is and the direction of
travel
of the tow trucks and/or other service providers and therefore provide the
safest route
for the service providers and/or a prioritized list of those service
providers.
Additionally, in another embodiment of the invention in providing the
prioritized
ranking, the roadside assistance system 700 may consider: (a) availability of
nearby
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towing facilities or roadside assistance facilities; (b) telematics
information from the
vehicle; (c) preset preferences from the user (such as a preferred service
provider,
preferred towing provider, preferred repair facility); (d) insurance
information (such
as the type of vehicle the user has and the user's home address); or (e) the
capabilities
of the towing facility or roadside assistance facilities. In another
embodiment of the
invention, the roadside assistance system 700 may provide a sortable feature
that
provides the user with a sortable list of service providers in one or more of
the
following areas: closest service providers to the user's home, lowest price
service
providers, best ratings/reviews for the service providers, fastest estimated
time of
arrival, or other potential areas known to those of skill in the art.
[71] In addition, in step 825, the roadside assistance system 700 may
provide additional
ranking of service providers based on insurance information 735. The roadside
assistance system 700 may use the insurance information 735 of previous
accident
locations and claims to assist in selecting the route or the service
providers. The
roadside assistance system 700 may provide recommendations for the safest
routes
and rate the routes and the potential service providers based on the previous
accidents
and claims in the insurance information 735.
[72] Also in step 825, the roadside assistance system 700 may use the
insurance
information 735 of the particular user and information about users with
similar
characteristics to provide recommendations regarding routes and service
provider
destinations. Based on the user characteristics and past behavior, the
roadside
assistance system 700 may prioritize a list of potential service providers or
routes for
the individual that the system determines will best meet the preferences of
the
individual.
[73] In step 830, the roadside assistance system 700 may provide service
provider
information regarding any of the service providers on the prioritized service
provider
ranking list. This service provider information may include, but not be
limited to
location, cost, service provider type, and roadside assistance type. The
service
provider information may also include additional knowledge of the service
providers
and/or roadside assistance providers. The service provider information may
include
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ratings and reviews from other users of the roadside assistance system 700.
The
service provider may also include ratings and reviews received from third-
party
reviewers. Additionally, the service provider information may include
information
about qualified and/or registered service providers or roadside assistance
providers
Additionally, the service provider information may include real-time
information
about a given service provider, such as wait time, travel time, tow truck
locations, tow
truck availability, etc.
[74] Additionally, in step 830, the service provider may be authorized to pick
up both the
vehicle and people. In some example embodiments, some police departments may
have a contract with a particular service provider. Additionally, there may be
limitations placed on the inventory of tow trucks, for example in a certain
city, where
the police may have an agreement with one towing service provider and the
roadside
assistance system 700 may include qualification for only this particular
towing service
provider for the type of tow in the certain city.
[75] Also in step 830, the roadside assistance system 700 may also provide
service
provider information based on a specific search request within the roadside
assistance
order application. The user may search for a specific service provider within
the
roadside assistance order application with the return of the service provider
information for the searched service provider or roadside assistance
requirements.
[76] In step 835, the roadside assistance system 700 may then receive a
roadside assistance
order from the user. The roadside assistance system 700 may provide the user
with
several options for tow trucks and/or roadside assistance and provide the
various
characteristics and options for those tow trucks and/or roadside assistance
(time to
location, cost, quality rating, prioritized ranking, etc.). The user may input
the
roadside assistance order via the service provider information on the mobile
device
102 and the roadside assistance application 705 provided in steps 830. The
user may
select the roadside assistance order with a simple one or two-button sequence.
Additionally, the user may input the roadside assistance order using the hands-
free
service within their vehicle that is wirelessly connected to the mobile device
102
and/or the roadside assistance application 705. In another embodiment, in step
835,
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the roadside assistance system 700 may automatically select the tow truck
and/or
roadside assistance order and send the tow truck with the highest score based
on the
rating factors and rank as determined in step 825. This automatic selection of
the tow
truck and/or the roadside assistance may be provided by a pre-determined
algorithm
utilizing one or many of the factors detailed in this invention.
[77] In step 840, the roadside assistance system 700 may transmit the
roadside assistance
order to the selected service provider. The selected service provider may have
a
service provider server 780 or processor that communicates with the roadside
assistance application 705 and the roadside assistance system 700. The
selected
service provider may require the necessary hardware and/or software to
communicate
with the roadside assistance application 705 and the roadside assistance
system 700.
Additionally in step 840, the service provider sends the requested tow truck
and/or
roadside assistance to meet the roadside assistance request.
[78] In step 845, the roadside assistance system 700 may receive a
confirmation of the
order from the service provider server 780. The confirmation of the order may
be
received via one or more of the following methods: email, text, phone call,
social
media, etc. Additionally, the confirmation of the order may be received
through an
intermediary through one or more of the following methods: email, text, phone
call,
social media, etc.
[79] ln step 850, the roadside assistance system 700 may provide tracking
information on
the status of the selected tow truck and/or the roadside assistance. The
service
provider server 780 may send the location, distance, travel, and time to
destination of
the selected tow truck and/or roadside assistance. The selected tow truck
and/or
roadside assistance may include a telematics device or a GPS system that will
provide
the location, distance traveled, and time and/or distance to the destination
of the
selected tow truck and/or roadside assistance. The roadside assistance system
700
may provide the tracking information to the mobile device 102 of the user. The
tracking information may be in the form of a table or form or may be in the
form of a
map on the mobile device. The mobile device 102 may include a map of the area
that
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shows both the location for the requested roadside assistance location and the
real-
time location of the tow truck and/or roadside assistance.
[80] In step 855, the roadside assistance system 700 may also provide an
electronic
payment for the roadside assistance to the service provider server 780
utilizing the
electronic payment module 760 The electronic payment may be made automatically
to the service provider server 780 and facilitated by the user entering their
payment
information into the roadside assistance application 705 during a set-up
portion of the
application. The electronic payment may utilize back billing information from
the
insurance information 735, which may include a credit card details or bank
details or
other already-verified electronic payment methods. The electronic payment may
also
be made to the service provider server 780 manually for an individual order by
entering the payment information when the order is placed. Additionally, the
payment may be made by or through an intermediary without departing from the
invention.
[81] In another aspect of this invention, the roadside assistance system 700
may provide
rewards to the user depending on the service providers chosen by the user
and/or the
roadside assistance ordered by the user. The roadside assistance system 700
may also
provide rewards based on the user's decision to follow the recommendations of
the
system. The rewards may include cash back, a reward at the service providers,
a
discount at the service providers, and/or a bonus roadside assistance item
(such as
50% off oil change or tire rotation).
[82] In another aspect of this invention, the roadside assistance system 700
may provide
insurance rewards to the user depending on the service providers chosen by the
user
and/or the roadside assistance ordered by the user. The roadside assistance
system
700 may also provide insurance rewards based on the user's decision to follow
the
recommendations of the system. The insurance rewards may include discounts on
future premiums, increased insurance coverage, and/or decreased deductible.
[83] Additionally, in another embodiment, the roadside assistance system 700
may provide
rewards to the service provider or the roadside assistance provider, such as
if the
service providers deliver great service. The tow facility or service provider
that
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provides a high quality service may receive a reward back in response to high
quality
service.
[84] In another aspect of this invention, the roadside assistance system 700
may use the
roadside assistance information in deriving insurance rating factors for
insurance
coverage. For example, the roadside assistance system 700 may keep track and
analyze which service providers the user orders from, the locations of those
service
providers, when the user orders roadside assistance, and the type of roadside
assistance ordered, the frequency of orders, etc. Based on the analysis of
these orders
and this information among millions of users, the system may derive rating
factors
from the infoimation. Many other variables and rating factors may be utilized
with
this order information, without departing from this disclosure.
[85] In another exemplary embodiment, knowledge of accidents and risk may be
utilized
to augment and/or supplement the roadside assistance system. For example, an
insurance company's knowledge of accidents and risks can be used to suggest
routes
and destinations for the delivery and selection of the roadside assistance. In
another
exemplary embodiment, use of user information for prioritization may be
utilized to
augment and/or supplement the roadside assistance system 700. For example,
insurance companies have a wealth of knowledge about particular customers and
customers that share particular characteristics and the insurance companies
may use
that information to enhance the roadside assistance system 700.
[86] In another aspect of this invention, the roadside assistance system 700
may provide an
additional revenue model. The revenue model provides that a middle
organization
may take a portion of the transaction revenue by facilitating the matching of
users
who need towing services or roadside assistance with the towing service
providers
and roadside assistance providers.
[87] In yet another aspect of this invention, in this roadside assistance
system 700, the user
or customer can directly schedule the towing service, thereby bypassing the
dispatching systems. The user or customer is the sole actor dispatching the
tow truck.
An email or text confirmation may be sent out through the roadside assistance
system
700 verifying the completion or fulfillment of the tow truck or roadside
assistance.
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This confirmation may be sent through or by an intermediary without departing
from
the invention. If the user does not use the service after the order has been
placed, a
note may be sent (via text or email) to the user and a note or comment go into
the
user's registration file. If consistently missed or determined to be a serious
violation,
the user may be voted off or out of the roadside assistance system 700 or
forced to
pay a penalty amount.
[88] The foregoing presents a simplified summary of the disclosure in order to
provide a
basic understanding of some aspects. It is not intended to identify key or
critical
elements of the invention or to delineate the scope of the invention. Although
not
required, one of ordinary skill in the art will appreciate that various
aspects described
herein may be embodied as a method, a data processing system, or as a computer-
readable medium storing computer-executable instructions. Accordingly, those
aspects may take the form of an entirely hardware embodiment, an entirely
software
embodiment or an embodiment combining software and hardware aspects. For
example, a tangible computer-readable medium (e.g., a CD-ROM, RAM, hard drive,
flash memory, etc.) storing instructions to cause a processor to perform
methods in
accordance with aspects of the disclosure is contemplated.
[89] Numerous trademarks and/or service marks have been used throughout this
disclosure. These trademarks and/or service marks are owned by their
respective
companies.
[90] Aspects of the invention have been described in terms of illustrative
embodiments
thereof. Numerous other embodiments, modifications and variations within the
scope
and spirit of the disclosed invention will occur to persons of ordinary skill
in the art
from a review of this entire disclosure. For example, one of ordinary skill in
the art
will appreciate that the steps illustrated in the illustrative figures may be
performed in
other than the recited order, and that one or more steps illustrated may be
optional in
accordance with aspects of the disclosure.
