US 12,125,044 B2
Personalized customer service for ridehail vehicle passengers
Theresa Foy, San Francisco, CA (US); Leah Meyerholtz, San Francisco, CA (US); David J. Shuckerow, Seattle, WA (US); Christopher Warren, Seattle, WA (US); Qingxuan Li, San Mateo, CA (US); Yosser Andres D'Avanzo, Brandon, FL (US); Minjie Tong, Issaquah, WA (US); Livia Johanna, San Francisco, CA (US); Bridget Collins, San Francisco, CA (US); Daniel Paul Thengvall, San Francisco, CA (US); Jyothi Babu Araja, San Francisco, CA (US); Steven Sturkop, San Francisco, CA (US); and Hailun Zhou, San Francisco, CA (US)
Assigned to GM Cruise Holdings LLC, San Francisco, CA (US)
Filed by GM Cruise Holdings LLC, San Francisco, CA (US)
Filed on Sep. 8, 2022, as Appl. No. 17/940,342.
Claims priority of application No. 202241037308 (IN), filed on Jun. 29, 2022.
Prior Publication US 2024/0005335 A1, Jan. 4, 2024
Int. Cl. G06Q 30/00 (2023.01); G05D 1/00 (2006.01); G06Q 30/016 (2023.01); G06Q 50/40 (2024.01); G08G 1/00 (2006.01)
CPC G06Q 30/016 (2013.01) [G05D 1/0027 (2013.01); G05D 1/0088 (2013.01); G05D 1/0291 (2013.01); G06Q 50/40 (2024.01); G08G 1/202 (2013.01)] 20 Claims
OG exemplary drawing
 
8. A system for resolving service instances to riders participating in a ride-hail service provided by a fleet of autonomous vehicles (AVs), comprising:
an AV of the fleet of AVs, the AV comprising an onboard computer configured to:
navigate to provide a trip to a passenger,
monitor for a passenger service instance,
trigger a data-driven event, wherein information relating to the data-driven event includes AV sensor data and a state of a user interface being displayed to the passenger within the AV,
trigger a passenger-initiated event based on a passenger-initiated button press within the AV, and
determining an occurrence of the passenger service instance based on the triggering of the data-driven event and the passenger-initiated event; and
a central computer in communication with the fleet of AVs comprising:
at least one processor circuit;
a memory; and
instructions encoded within the memory to instruct the at least one processor circuit to:
associate the passenger with a unique passenger identifier (UPID),
receive passenger metadata for the passenger according to the UPID,
identify event data associated with other passenger service instances of the ride-hail service,
display contextual information regarding the passenger service instance to a service representative, the contextual information including the AV sensor data, a copy of the user interface being displayed to the passenger, and the event data associated with other passenger service instances, and
respond to the passenger service instance, comprising customizing the response to the passenger service instance according to the UPID, the passenger metadata, and the event data associated with other passenger service instances.