JP2017043183A - Information processing technique related to customer services using beacon when accident occurs - Google Patents

Abstract

PROBLEM TO BE SOLVED: To properly provide customer services accompanying an insurance when an accident occurs.SOLUTION: The present method includes the steps of: (A) determining whether calling a call center is possible or not on the basis of contract data stored in a data storage part, after detecting entrance into a range in which a radio wave emitted by an acceleration sensor disposed in a vehicle is receivable; (B) receiving a notification expressing that an event has been detected indicating detection of acceleration of a predetermined threshold or more from the acceleration sensor, or waiting for determination that acceleration reported from the acceleration sensor is the predetermined threshold or more, when determined that calling the call center is possible; and (C) calling the call center according to reception of the notification or the determination.SELECTED DRAWING: Figure 7

Description

  The present invention relates to an information processing technology related to customer service accompanying insurance when an accident occurs.

  One prior art document discloses that a mobile phone is used for a drive recorder, and that data or the like taken when an accident occurs is transmitted to a server.

  Another prior art document discloses a device that realizes the function of a drive recorder with a dedicated terminal and automatically transmits accident data, vehicle ID, personal ID, and the like to the police and an insurance company. The insurance company is supposed to accurately grasp and evaluate objective accident information such as the content and extent of the accident and the cause of the accident, but the specific processing is not specified.

  Still another prior art document discloses an example in which, in the event of an accident, position data and the like are transmitted to the center and a telephone call is also made.

  As described above, the prior art document discloses that data is transmitted from the device on the vehicle side to the center side or makes a call, but a specific description of what processing is performed on the center side is disclosed. There is almost no. In addition, the vehicle-side device is not considered from the viewpoint of customer service accompanying insurance.

JP 2008-244673 A JP 2002-274305 A Japanese Patent No. 3015337 Japanese Patent No. 3139679

  Therefore, the objective of this invention is providing the technique for providing the customer service accompanying insurance appropriately at the time of accident occurrence according to one side.

  In the information processing method according to the first aspect of the present invention, (A) the contract data stored in the data storage unit is detected after detecting that the radio wave emitted by the acceleration sensor installed in the vehicle is within the range that can be received. And (B) when it is determined that a call to the call center is possible, an event that an acceleration equal to or greater than a predetermined threshold is detected from the acceleration sensor is detected. A step of waiting for the reception of the notification indicating the acceleration or the determination that the acceleration notified from the acceleration sensor is greater than or equal to a predetermined threshold; Including.

  According to one aspect, it is possible to appropriately provide customer services accompanying insurance when an accident occurs.

FIG. 1 is a diagram showing a system outline according to an embodiment of the present invention. FIG. 2 is a schematic diagram showing a state of facing forward from the inside of the vehicle in the embodiment. FIG. 3 is a functional block diagram of the beacon. FIG. 4 is a functional block diagram of the smartphone according to the embodiment. FIG. 5 is a functional block diagram of the call center system according to the embodiment. FIG. 6 is a diagram illustrating a processing flow according to the embodiment. FIG. 7 is a diagram illustrating a processing flow according to the embodiment. FIG. 8 is a diagram for explaining another embodiment.

  In the embodiment of the present invention, a case where a beacon having an acceleration sensor and capable of short-range wireless communication is used will be described.

  For example, the beacon wirelessly transmits a first notification including an identifier at a predetermined time interval, and when the built-in acceleration sensor detects an acceleration equal to or higher than a predetermined threshold, an event that the acceleration is detected higher than the predetermined threshold. This is a short-range wireless communication device with an acceleration sensor that wirelessly transmits a second notification representing

  An outline of the system according to the present embodiment is shown in FIG.

  In the system according to the present embodiment, a beacon and a terminal device (for example, a smartphone) are mounted on the vehicle 1000b of the policyholder. The terminal device receives the notification from the beacon, and connects to the cloud storage server 3000, the call center system 4000b, and the insurance company server 7000 via the network 2000 (including a public line network) by wireless communication.

  The call center system 4000b includes one or a plurality of computers, and is connected to a terminal device 4100b that is installed in the call center and operated by each operator of the call center. The call center operator can communicate with a terminal device mounted on the vehicle 1000b using, for example, a headset connected to the terminal device 4100b.

  A data storage area for the customer service is secured in the cloud storage server 3000. More specifically, a data storage area accessible by the call center system 4000b or the like is secured for each terminal device or insurance contractor arranged in the vehicle 1000b.

  The network 2000 is also connected to an insurance company server 7000 and the like. The insurance company server 7000 distributes an application to be installed in the terminal device mounted on the vehicle 1000b and data to be stored in advance (for example, part of contract data) to the terminal device.

  FIG. 2 shows a state where the front direction of the vehicle 1000b is viewed in the vehicle 1000b. In the present embodiment, beacon 1700 is installed at an appropriate position below the dashboard (or on the dashboard, etc.), and smartphone 1100b, which is a terminal device, is also arranged inside vehicle 1000b. In a simple configuration, the smartphone 1100b may be placed on a seat without being fixed. For example, an automatic diagnostic system (for example, OBD (On-Board Diagnostic system) -II) mounted on the vehicle 1000b. It may be connected to a terminal that can be connected.

  The beacon 1700 has a function as shown in FIG. 3, for example. That is, the beacon 1700 is output when a first notification transmission unit 1710 that wirelessly transmits a first notification including a specific identifier at a predetermined time interval and when an acceleration equal to or greater than a predetermined threshold is detected by measuring the acceleration. And a second notification transmitter 1730 that wirelessly transmits a second notification in response to an output from the acceleration sensor 1720. It is assumed that the second notification includes a specific identifier.

  Note that both the first notification and the second notification are transmitted by radio waves having such an intensity that they reach within the range within the vehicle 1000b. Further, when an acceleration equal to or higher than a predetermined threshold is detected, the outside of the beacon 1700 may be visually notified by an LED (Light Emitting Diode) or the like provided in the beacon 1700.

  Moreover, the function as shown in FIG. 4 is realized by installing and executing an application program provided in advance by an insurance company on the smartphone 1100b.

  FIG. 4 shows a functional block diagram of smartphone 1100b according to the present embodiment. A smartphone 1100b as a terminal device arranged in the vehicle 1000b includes a first communication unit 1110, a second communication unit 1120b, a positioning unit 1130, a data acquisition unit 1210, a control unit 1190b, and a data storage unit 1200b. Have.

  The control unit 1190b causes each component to execute processing related to the customer service.

  The first communication unit 1110 is a communication unit for making a call with a call center or the like using, for example, VoIP (Voice over Internet Protocol). However, it may be a general mobile phone call function. The second communication unit 1120b has a function of receiving data from the insurance company server 7000 and the like and storing the data in the data storage unit 1200b and transmitting the data to the cloud storage server 3000 by, for example, a packet.

  When receiving the first notification and the second notification including the specific identifier from the beacon 1700, the notification receiving unit 1220 outputs the notification to the control unit 1190b.

  Further, when instructed by the control unit 1190b, the positioning unit 1130 acquires the position (for example, latitude and longitude) of the vehicle 1000b by using, for example, GPS (Global Positioning System), and stores it in the data storage unit 1200b.

  The data acquisition unit 1210 acquires data in accordance with an instruction from the control unit 1190b from a device (for example, an automatic diagnosis system or a camera in some cases) connected via the external interface of the smartphone 1100b.

  The data storage unit 1200b stores contract data (for example, securities number, contract period, contractor name, car name, registration number, etc.) acquired from the insurance company server 7000 by the second communication unit 1120b, for example, and is controlled by the control unit 1190b. Data acquired by each component according to the instruction is also stored.

  FIG. 5 shows a configuration example of the call center system 4000b according to the present embodiment.

  The call center system 4000b includes a reception unit 4011, a vehicle extraction unit 4012, a contractor DB 4013, a data acquisition unit 4014b, a data storage unit 4015b, a data output processing unit 4016b, an input processing unit 4017b, and a call processing unit 4021b. And a handling data storage unit 4020b and an agency notification unit 4022.

  The receiving unit 4011 receives an incoming call from the smartphone 1100b addressed to a predetermined phone number, specifies the phone number of the smartphone 1100b by calling number notification, and outputs the phone number to the vehicle extraction unit 4012. Note that the receiving unit 4011 transfers the incoming call from the smartphone 1100b to the terminal device 4100b of the operator who can respond based on a predetermined rule.

  The contractor DB 4013 stores, for example, telephone numbers, contract data, and access information (for example, URI (Uniform Resource Identifier)) for specifying a data storage area in the cloud storage server 3000 in association with each other. At least a part of the access information may be specified by some function from a telephone number or a vehicle registration number.

  The vehicle extraction unit 4012 reads the contract data and access information stored in the contractor DB 4013 from the phone number of the smartphone 1100b, and outputs the contract data and access information to the data output processing unit 4016b. The data is output to the acquisition unit 4014b.

  The data acquisition unit 4014b acquires data from the data storage area in the cloud storage server 3000 based on the access information, and stores the data in the data storage unit 4015b. The data output processing unit 4016b executes processing for outputting the contract data and the data stored in the data storage unit 4015b to the terminal device 4100b of the incoming transfer destination determined by the receiving unit 4011.

  The call processing unit 4021b executes a process for making a call to the smartphone 1100b or the like in the vehicle 1000b.

  The input processing unit 4017b causes the data output processing unit 4016b, the call processing unit 4021b, and the like to perform processing in response to an instruction or input from the terminal device 4100b. Further, the input processing unit 4017b stores data related to handling performed in response to an incoming call from the smartphone 1100b in the handling data storage unit 4020b. The data stored in the coping data storage unit 4020b includes access information and contract data, and may include text data input in the terminal device 4100b.

  Based on the data stored in the handling data storage unit 4020b, the agency notification unit 4022 performs processing such as sending an e-mail to the agency that sold car insurance related to the vehicle 1000b in which the accident occurred. As a result, information can be shared with the agency.

  Note that since the function of the call center system 4000b may be realized in cooperation with the terminal device 4100b, there may be a function provided on the terminal device 4100b side.

  Next, processing contents of the system shown in FIG. 1 will be described with reference to FIGS.

  First, an application program for customer service according to the present embodiment is downloaded from an insurance company server 7000, for example, in a time zone other than driving. Further, the control unit 1190b of the smartphone 1100b causes the insurance company server 7000 to transmit a request for contract data to the second communication unit 1120b periodically or irregularly or after acquiring the beacon 1700 (FIG. 6: step). S101). Note that step S101 may be executed in accordance with, for example, step S111.

  On the other hand, when the insurance company server 7000 receives the contract data request from the smartphone 1100b, the insurance company server 7000 transmits the contract data to the smartphone 1100b after performing authentication, for example (step S103). Authentication may be of any method.

  When receiving the contract data from the insurance company server 7000, the second communication unit 1120b of the smartphone 1100b stores the contract data in the data storage unit 1200b (step S105). Such pretreatment is performed before operation.

  Thereafter, when the driver holding the smartphone 1100b gets into the vehicle 1000b, a first notification (step S107) periodically transmitted from the first notification transmission unit 1710 of the beacon 1700 is sent to the notification reception unit 1220 of the smartphone 1100b. Is received (step S109). The first notification includes an identifier. Based on this identifier, it is determined whether the notification is related to the installed application program.

  If the control unit 1190b is not activated, the notification receiving unit 1220 activates the control unit 1190b to start operation (step S111). When the control unit 1190b is activated, it reads out the contract data (securities number, contract period, contractor name, car name, registration number, etc.) stored in the data storage unit 1200b (step S113), and the current time is within the contract period. It is determined whether or not the customer service can be provided based on whether or not there is (step S115).

  If the current time is out of the contract period or the provision of customer service is prohibited for some reason (step S115: No route), the control unit 1190b displays “unusable” on the display device of the smartphone 1100b, and processing Is finished (step S117).

  On the other hand, when determining that the customer service can be provided (step S115: Yes route), the control unit 1190b causes the second communication unit 1120b to access the insurance company server 7000 (step S119). At this time, the control unit 1190b may cause the positioning unit 1130 to acquire the current position data and transmit the current position data to the insurance company server 7000.

  The insurance company server 7000 delivers the current driving assistance information to the smartphone 1100b in response to the access from the smartphone 1100b (step S121). The second communication unit 1120b of the smartphone 1100b receives the driving assistance information from the insurance company server 7000 and outputs it to the control unit 1190b. The control unit 1190b displays driving assistance information on the display device (step S123). The processing shifts to the processing in FIG.

  The driving assistance information includes, for example, weather information, road traffic information such as traffic jams, and other information related to an environment that induces an accident. When the current position data is notified to the insurance company server 7000, driving assistance information near the current position is extracted and distributed.

  Since the first notification transmission unit 1710 of the beacon 1700 periodically transmits the first notification, the notification reception unit 1220 receives the first notification, but the control unit 1190b has been activated. If so, no particular processing is performed. If the first notification cannot be received regularly, the driver has left the vehicle 1000b while holding the smartphone 1100b. Accordingly, the control unit 1190b may output to the control unit 1190b that the first notification has not been received periodically, and the control unit 1190b may display on the display device that the process has been completed after leaving the vehicle 1000b. .

  Shifting to the description of the processing in FIG. The acceleration sensor 1720 of the beacon 1700 continuously measures acceleration, and does not output to the second notification transmission unit 1730 unless it detects an acceleration equal to or higher than a predetermined threshold. When the acceleration sensor 1720 detects an acceleration equal to or higher than a predetermined threshold due to an impact or the like, the acceleration sensor 1720 outputs to the second notification transmission unit 1730, and the second notification transmission unit 1730 detects that the acceleration is equal to or higher than the predetermined threshold. A second notification is transmitted (step S125).

  When receiving the second notification, the notification receiving unit 1220 of the smartphone 1100b notifies the control unit 1190b of the reception of the second notification (step S127). Then, the control unit 1190b causes the positioning unit 1130 to acquire the current position data, acquires the date / time data from the clock, and reads the contract data from the data storage unit 1200b, so that the data to be stored in the cloud storage server 3000 is obtained. The second communication unit 1120b extracts the data and transmits it to the cloud storage server 3000 (step S129). Note that the location information may be continuously acquired after step S111, and the location information within a predetermined period before step S129 may be transmitted to the storage server 3000 together. This is because even if the accuracy of the position information is low, a correct position may be specified by comprehensively determining the position information within a predetermined period. Moreover, you may make it acquire driving assistance information regularly, for example by acquiring position information continuously in this way.

  When the cloud storage server 3000 receives the extracted data (in this embodiment, impact event data (position data and date / time data) and contract data) from the smartphone 1100b, the cloud storage server 3000 is identified from, for example, the vehicle registration number included in the contract data. (Step S131).

  Then, the control unit 1190b causes the first communication unit 1110 to automatically call the call center (step S133). Even if the call center operator receives an incoming call, the machine voice is played. Further, the call center operator recognizes from the machine voice that the operation according to the present embodiment is necessary. After the machine voice is finished, the operator and the driver can talk with each other. However, the line may be temporarily disconnected to call back. The contents of the machine sound may include at least a part of the extracted data.

  The automatic call to the call center and the transmission of the extracted data to the cloud storage server 3000 may be performed in parallel or in the reverse order of FIG.

  The receiving unit 4011 of the call center system 4000b receives an incoming call from the vehicle 1000b (step S135), and outputs the telephone number obtained by the caller number notification to the vehicle extracting unit 4012. The vehicle extraction unit 4012 retrieves the contract data and access information by searching the contractor DB 4013 by telephone number, outputs the access information to the data acquisition unit 4014b, and outputs the contract data and access information to the data output processing unit 4016b. To do.

  The data acquisition unit 4014b requests the extracted data stored in the cloud storage server 3000 using the access information specified based on the telephone number (step S137).

  When receiving the request for the extracted data from the call center system 4000b, the cloud storage server 3000 reads the extracted data from the data storage area specified by the access information and transmits it to the call center system 4000b (step S139).

  When receiving the extracted data from the cloud storage server 3000, the data acquisition unit 4014b stores the extracted data in the data storage unit 4015b (step S141). Then, the data output processing unit 4016b displays the extracted data and contract data on the terminal device 4100b determined by the receiving unit 4011 (step S143).

  In this embodiment, the data that can be displayed on the terminal device 4100b is extracted data and contract data. However, if further information can be acquired in the smartphone 1100b, more information is accumulated in the cloud storage server 3000 and the call center operator Can be presented.

  With reference to this display content, the operator instructs the terminal device 4100b to perform a callback. Then, the input processing unit 4017b outputs a phone number of the smartphone 1100b to the call processing unit 4021b and makes a call by calling the phone number (step S145).

  The operator and the driver or passenger of the vehicle 1000b confirm the situation in a call. Specifically, we will check for the occurrence of an accident, check for injuries, etc., and confirm the necessity of road service (necessity of tow truck, necessity of repair, etc.). At this time, various advice may be given to the driver or the passenger. The operator arranges the road service if the road service is necessary, and arranges the rescue if the rescue is necessary.

  If it can be confirmed that there is no accident, the process is terminated by inputting, for example, no accident as the handling data. If the occurrence of an accident is confirmed, the contents of the interview, whether or not the road service is implemented, whether or not rescue is performed, and the like are input as countermeasure data.

  When the operator inputs such handling data and gives a registration instruction to the terminal device 4100b, the handling data input from the terminal device 4100b is output to the input processing unit 4017b of the call center system 4000b.

  The input processing unit 4017b acquires, for example, access information, contract data, and the like from the data output processing unit 4016b, and stores them together with the handling data in the handling data storage unit 4020b (step S147).

  If the data indicating that there is an accident is included in the handling data, the agency notification unit 4022 identifies the email address from the agency code included in the contract data, for example, and the agency completes the initial action of the accident. A notification is transmitted (step S149). This notification includes, for example, access information, so that the agent can also check the data stored in the data storage area of the cloud storage server 3000.

  In this way, information can be shared, and activities as an agency can be performed promptly.

  A similar notification may be sent to other related parties such as a safe driving manager of a company to which the driver of the vehicle 1000b belongs.

  By performing the processing as described above, various customer services at the time of an accident can be quickly and appropriately performed with a simple configuration.

  In addition, although the example which the acceleration sensor 1720 of the beacon 1700 detected the event that the acceleration more than a predetermined threshold was detected was shown above, the value of acceleration is transmitted to the smart phone 1100b, and the control part 1190b is this Whether or not such an event has occurred may be determined. Further, an acceleration sensor provided in the smartphone 1100b may be used without providing the acceleration sensor 1720 in the beacon 1700. In this case, the control unit 1190b determines the acceleration output from the acceleration sensor. Further, in this case, since it is assumed that the error of the measured acceleration is large, the call may be made after confirmation by the driver instead of automatic call.

  Further, whether or not the customer service can be provided is determined by the smartphone 1100b, but may be determined by the insurance company server 7000 or the call center system 4000b.

  Further, as shown in FIG. 8, a camera 1800 capable of wireless communication is attached to, for example, a mirror 1300 and the like, and the front of the vehicle 1000b (or in the vehicle 1000b in some cases) is photographed. You may make it transmit to. In this way, even when using the beacon 1700, the video information can be uploaded to the cloud storage server 3000. In addition, the automatic diagnosis system 1400 mounted on the vehicle 1000b may be connected to the smartphone 1100b. As a result, automatic diagnosis data representing the presence or absence of damage for each of the engine, battery, fuel system, etc. can be uploaded to the storage server 3000 in the cloud.

  Note that the smartphone 1100b may be a feature phone.

  The system or server or terminal device 4100b described above is realized by installing and executing a specific application program in a general computer. A typical computer includes one or more processors, a memory (ROM (Read Only Memory), a RAM (Random Access Memory)), a disk drive, a communication device, a display device, a keyboard, an input device such as a mouse, and the like. . Such hardware and programs are organically linked to realize the functions described above.

  A mobile phone such as a smartphone 1100b also includes a processor, memory (ROM, RAM, flash memory), GPS device, short-range wireless communication device, wireless LAN (Local Area Network) communication device, cellular wireless communication device, LCD It has a display device such as (Liquid Crystal Display), an input device such as a touch panel and buttons, and an acceleration sensor. Such hardware and programs are organically linked to realize the functions described above.

  The embodiments described above can be summarized as follows.

  The information processing method according to the present embodiment is (A) based on the contract data stored in the data storage unit after detecting that the radio wave emitted by the acceleration sensor installed in the vehicle is within a range that can be received. A step of determining whether or not a call to the call center is possible; and (B) a notification indicating that an event that an acceleration equal to or greater than a predetermined threshold is detected from the acceleration sensor is determined that the call to the call center is possible. Or waiting for a determination that the acceleration notified from the acceleration sensor is equal to or greater than a predetermined threshold, and (C) receiving the notification or making a call to the call center in response to the determination. .

  In this way, even when an acceleration sensor with a communication function is linked with, for example, a terminal device (for example, a mobile terminal device such as a smartphone), customer service can be provided only to appropriate customers.

  The information processing method may further include a step of (D) transmitting data related to the event to a data storage device accessible from a call center after receiving the notification or determining. In this way, objective data can be shared with a call center or the like, so that appropriate customer correspondence can be achieved.

  Further, the information processing method may further include a step (E) of receiving driving assistance information from a predetermined computer and displaying it on a display device when it is determined that a call to the call center is possible. In this way, it is possible to obtain information for driving (such as weather and traffic information) before driving, which is useful for preventing accidents.

  A program for causing the processor to perform the processing according to the above method can be created, and the program can be a computer-readable storage medium such as a flexible disk, a CD-ROM, a magneto-optical disk, a semiconductor memory, a hard disk, or the like. It is stored in a storage device. The intermediate processing result is temporarily stored in a storage device such as a main memory.

1000b Vehicle 1100b Smartphone 1700 Beacon 2000 Network 3000 Cloud storage server 4000b Call center system 4100b Terminal device 7000 Insurance company server

Claims (5)

A step of determining whether or not a call center can be called based on the contract data stored in the data storage unit after detecting that the radio wave emitted by the acceleration sensor installed in the vehicle is within a range that can be received;
When it is determined that a call to the call center is possible, reception of a notification indicating that an event that an acceleration equal to or greater than a predetermined threshold is detected is detected from the acceleration sensor, or the acceleration notified from the acceleration sensor is Waiting for a determination that it is greater than or equal to a predetermined threshold;
Making a call to the call center in response to receiving or determining the notification;
For causing a terminal device to execute The program according to claim 1, further comprising: causing the terminal device to further execute a step of transmitting data related to the event to a data storage device accessible from the call center after the reception of the notification or the determination. The program according to claim 1 or 2 for causing the terminal device to further execute a step of receiving driving assistance information from a predetermined computer and displaying it on a display device when it is determined that a call to the call center is possible. A step of determining whether or not a call center can be called based on the contract data stored in the data storage unit after detecting that the radio wave emitted by the acceleration sensor installed in the vehicle is within a range that can be received;
When it is determined that a call to the call center is possible, reception of a notification indicating that an event that an acceleration equal to or greater than a predetermined threshold is detected is detected from the acceleration sensor, or the acceleration notified from the acceleration sensor is Waiting for a determination that it is greater than or equal to a predetermined threshold;
Making a call to the call center in response to receiving or determining the notification;
An information processing method executed by one or more devices. Means for determining whether or not to call the call center based on the contract data stored in the data storage unit after detecting that the radio wave emitted by the acceleration sensor installed in the vehicle is within a range that can be received;
When it is determined that a call to the call center is possible, reception of a notification indicating that an event that an acceleration equal to or greater than a predetermined threshold is detected is detected from the acceleration sensor, or the acceleration notified from the acceleration sensor is Means for waiting for a determination that the threshold is equal to or greater than a predetermined threshold;
Means for making a call to the call center in response to reception of the notification or the determination;
An information processing system having

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