CN102546725B - The remote assistance method of car-mounted electronic device and system - Google Patents
The remote assistance method of car-mounted electronic device and system Download PDFInfo
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- CN102546725B CN102546725B CN201010621989.XA CN201010621989A CN102546725B CN 102546725 B CN102546725 B CN 102546725B CN 201010621989 A CN201010621989 A CN 201010621989A CN 102546725 B CN102546725 B CN 102546725B
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Abstract
The present invention relates to a kind of remote assistance method and system of car-mounted electronic device.This remote assisting system comprises a call center system, one or more customer service operating desk and a server.The method comprises: set up between this server and one or more car-mounted electronic device and maintain data cube computation; Receive the calling of a wherein car-mounted electronic device in this call center system and be forwarded to this customer service operating desk, and maintain voice call between this client's operating desk and car-mounted electronic device; The instruction of contact staff is received, to start an equipment simulator, to simulate the interface of the car-mounted electronic device made a call at this customer service operating desk; Remote assistance request is sent via this server to the car-mounted electronic device made a call from this customer service operating desk, when after the mandate obtaining remote assistance request, the operation of contact staff is received at the equipment simulator of customer service operating desk, and operation transformation is become message instruction, send to car-mounted electronic device via server.
Description
Technical field
The present invention relates to car-mounted electronic device, especially relate to a kind of remote assistance method and system of car-mounted electronic device.
Background technology
Automobile so far over more than 100 year, is evolved into the continuity of life and gaming space from birth gradually from the walking-replacing tool of people.Along with automobile becomes the necessity in most people life gradually, safer, more comfortable, auxiliary lower ready to appear at numerous electronic equipment of modernization intelligent automobile more easily.
Car-mounted electronic device, comprises the parts such as vehicle information system (vehicle-mounted computer), navigation system, automobile audiovisual entertaining system, Vehicular communication system.The function that car-mounted electronic device can provide also day by day is enriched, typically comprise broadcast receiver, music, navigation, electronic chart etc. at present, and have integrated video broadcasting, web page browsing, speculation in stocks, the mobile TV even trend of the function such as E-mail receiver/send system.
But the complexity of car-mounted electronic device is a challenge concerning the user of introduction.For this reason, in the after-sale service of manufacturer, comprise phone customer service, to instruct user, car-mounted electronic device is operated.Common phone customer service, contact staff can only by language and customer communication.Inaccuracy and the expression defect of communication reduce the efficiency of service and the satisfaction of client.
The intelligent system of improvement allows contact staff that data are sent to a user, but how these data of reasonable employment often need higher operating experience to the equipment of user side, and this can cause user can not enjoy the achievement of service best.
Summary of the invention
An object of the present invention proposes a kind of remote assistance method for car-mounted electronic device and system, and under the prerequisite of subscriber authorisation, contact staff can call function or the setting of car-mounted electronic device end, for user directly operates.
The present invention proposes a kind of remote assistance method of car-mounted electronic device, be perform in the remote assisting system comprising a call center system, one or more customer service operating desk and a server, the method comprises the following steps: set up between this server and one or more car-mounted electronic device and maintain data cube computation; Receive the calling of a wherein car-mounted electronic device in this call center system, this calling of transferring to this customer service operating desk, and maintains voice call between this client's operating desk and the car-mounted electronic device made a call; Receive the instruction of a contact staff at this customer service operating desk, to start an equipment simulator, this equipment simulator is for simulating the interface of the car-mounted electronic device made a call; Remote assistance request is sent via this server to the car-mounted electronic device made a call from this customer service operating desk; Mandate to this remote assistance request is returned to this customer service operating desk via this server; Receive the operation of contact staff at the equipment simulator of this customer service operating desk, and described operation transformation is become message instruction; And send this message instruction via this server to the car-mounted electronic device that this makes a call from this customer service operating desk.
In one embodiment of this invention, also comprise before setting up data cube computation between a server and one or more car-mounted electronic device, at this server, the driver to car-mounted electronic device or association carries out certification.
In one embodiment of this invention, this car-mounted electronic device is a corresponding car phone number, and the method also comprises: the device numbering and/or the driver's data that utilize this this car-mounted electronic device of car phone number inquiry in this call center system.
In one embodiment of this invention, each data cube computation of maintaining of this server is uniquely corresponding with a car-mounted electronic device.
In one embodiment of this invention, after this customer service operating desk receives the operation stopping remote assistance, stop sending this message instruction from this customer service operating desk.
In one embodiment of this invention, when after the message receiving the recovery operation authority that the car-mounted electronic device that makes a call sends, stop sending this message instruction from this customer service operating desk.
In one embodiment of this invention, this voice call is based on the one in GSM, CDMA, WCDMA, TD-SCDMA agreement.
In one embodiment of this invention, data cube computation is set up by WCDMA network, TD-SCDMA network, CDMA2000 network or LTE network between this server and this car-mounted electronic device.
The present invention proposes a kind of remote assistance method of car-mounted electronic device, perform in a car-mounted electronic device, the method comprises the following steps: make a call to a remote assisting system, after call through, between this remote assisting system and this car-mounted electronic device, maintains voice call; Data cube computation is set up between this car-mounted electronic device and this remote assisting system; Remote assistance request is received from this remote assisting system; This remote assistance request is pointed out to driver; According to the instruction of driver, return the confirmation to this remote assistance request to this remote assisting system; The message instruction corresponding to one or more interface operation is received from this remote assisting system; And according to described message command operating the interface of car-mounted electronic device.
In one embodiment of this invention, also comprise before setting up data cube computation between this car-mounted electronic device and this remote assisting system, certification is carried out in the request according to this remote assisting system.
In one embodiment of this invention, said method also comprises: the message receiving the abort operation authority of remote assisting system, recovery operation authority.
In one embodiment of this invention, also comprise: the arbitrary operation receiving driver, recovery operation authority, stops the interface of car-mounted electronic device according to described message command operating.
In one embodiment of this invention, this voice call is based on the one in GSM, CDMA, WCDMA, TD-SCDMA agreement.
In one embodiment of this invention, data cube computation is set up by WCDMA network, TD-SCDMA network, CDMA2000 network or LTE network between this car-mounted electronic device and this remote assisting system.
The present invention separately proposes a kind of remote assisting system of car-mounted electronic device, comprises call center system, one or more customer service operating desk and server.Call center system receives the calling of car-mounted electronic device, and to transfer this calling to customer service operating desk.Customer service operating desk receives the instruction of a contact staff, to connect this calling, and start an equipment simulator, and based on the operation of this contact staff to this equipment simulator, output message instruction, wherein this equipment simulator is corresponding with this car-mounted electronic device.Server receives this message instruction, and transmits this message instruction to this car-mounted electronic device.
In one embodiment of this invention, this server is set up and is maintained the data cube computation between this car-mounted electronic device.
Remote assistance method proposed by the invention and system, under the condition of the mandate through client, can obtain the partial control of car-mounted electronic device, thus modify to the certain operations of device and setting for user.This scheme solves user on the one hand to the puzzlement of unfamiliar function, promotes Consumer's Experience, illustrates operating process on the other hand, shorten the user learning time in mode intuitively to user.
Accompanying drawing explanation
For above-mentioned purpose of the present invention, feature and advantage can be become apparent, below in conjunction with accompanying drawing, the specific embodiment of the present invention is elaborated, wherein:
Fig. 1 illustrates the exemplary system environment of the embodiment of the present invention.
Fig. 2 illustrates the car-mounted electronic device structure chart of one embodiment of the invention.
Fig. 3 and Fig. 4 illustrates the interaction flow between car-mounted electronic device and remote assisting system.
Fig. 5 illustrates the schematic diagram ejecting remote assistance prompting frame at car-mounted electronic device.
Embodiment
In order to further illustrate the present invention, now described in detail the present invention with embodiment in conjunction with the following drawings, embodiment only for introducing, can not think limitation of the present invention.
Fig. 1 illustrates the exemplary system environment of the embodiment of the present invention.In the system 1000 shown in Fig. 1, comprise car-mounted electronic device 100, call center system 200, one or more customer service operating desk 300 and server 400.Car-mounted electronic device 100 is arranged on automobile, and its example arrangement will describe with reference to Fig. 2 later.The assistance system comprising call center system 200, one or more customer service operating desk 300 and server 400 is arranged in long-range service centre.
In this embodiment, car-mounted electronic device 100 can be configured to and can use voice call function, to make a call to call center system 200.The network of function of support voice call can comprise mobile communications network, such as GSM network, cdma network etc.Each car-mounted electronic device 100 can distribute a car phone number, and this number also can be used as the mark of car-mounted electronic device 100.
Call center system 200 is for receiving incoming call, and switching is to contact staff.In this embodiment, call center system 200 can according to car phone number inquiry one information database of car-mounted electronic device 100, with driver's information of the facility information and correspondence that obtain car-mounted electronic device 100.
Each contact staff can be equipped with a customer service operating desk 300.When call center system 200 transfers caller client to contact staff, incoming call can be pointed out at customer service operating desk 300, remind contact staff to answer.Call center system 200 also can eject the facility information of car-mounted electronic device 100 and driver's information of correspondence at customer service operating desk 300.
Typically, this customer service operating desk 300 is personal computer.The simulation tool of car-mounted electronic device 100 is installed on a personal computer, makes contact staff understand the situation of car-mounted electronic device 100.Contact staff can at the enterprising line operate of customer service operating desk 300, and simulation tool will receive operational order, and converts message command to.
Server 400 is maincenters mutual between remote assisting system and car-mounted electronic device end.One or more customer service operating desk 300 is connected to server 400, and by message command to server 400, realizes the data interaction with car-mounted electronic device 100 by server 400.3G or the 4G mobile communications network that connection between server 400 and car-mounted electronic device 100 can be greatly improved in transfer of data based on WCDMA, TD-SCDMA, CDMA2000, LTE etc.
In one embodiment, namely car-mounted electronic device 100 can be connected to server 400 after powering and keep connecting constantly.Server 400 holds the connection of multiple car-mounted electronic device, and identifies which device a connection belongs to by a unique identification (ConnID).ConnID can be device numbering (as PDSN), also can be user's login banner (as UID etc.).The health status of each connection of server 400 regular check, if a Joint failure just no longer holds the information of this connection.
In another embodiment, just can connect when needs carry out data interaction between car-mounted electronic device 100 and server 400.
Car-mounted electronic device 100 connection server 400 can need certification, and certification can use the authentication means such as ticket to carry out.Connection procedure should to carry out automatically to user transparent.
Fig. 2 illustrates the example arrangement of car-mounted electronic device.With reference to shown in Fig. 2, car-mounted electronic device 100 comprises controller 102 and memory 104.Memory 104 is nonvolatile memory, and can store a set of onboard operations system and various program, controller 102 is loaded into operating system from memory 104, and runs various program on an operating system, to realize required function.
When needed for display, controller 102 output display data, to display 110, present display interface to driver.When needs export voice, controller 102 outputting audio data is to loud speaker 114.When needing the voice of typing driver, from microphone 112 input audio data to controller 102.
Operating unit 118 provides man-machine interface to input to driver, and these inputs are transmitted to controller 102, and controller 102 responds input, to perform the operation desired by driver.
The example of operating unit 118 can be arranged in the button around display 110.In addition, the example of operating unit 118 can also be and the touch panel be arranged on display 110 provide virtual key on touch panel.
Radio receiver 116 can receive the such signal of such as FM broadcasting, and input control device 102 inside processes, to be reduced to audio signal.
Wireless communication unit 108 based on wireless mobile communications agreement, can communicate with long-range service centre.These agreements include but not limited to GSM, CDMA, WCDMA, TD-SCDMA etc.Wireless communication unit 108 can use unified communication protocol to come support voice and data communication function.Wireless communication unit 108 also can use independently voice communication protocol and data communication protocol to support voice and data communication function respectively.
GPS navigator 106 can position vehicle location according to gps signal, and provides the navigation from starting point to destination to driver.In one embodiment, GPS navigator 106 can be integrated in in-vehicle electronic system, as shown in Figure 2.In one embodiment, GPS navigator 106 also can be external device, and in this case, GPS navigator 106 is connected to car-mounted electronic device by interface.
Power supply 120 provides electric energy for car-mounted electronic device.
After describing above exemplary environments, the interaction flow between car-mounted electronic device and remote assisting system is described, so that the remote assistance method of the embodiment of the present invention to be described.
Fig. 3 and Fig. 4 illustrates the interaction flow between car-mounted electronic device and remote assisting system.From car-mounted electronic device 100 side, step S11-S18 describes the remote assistance method flow process performed at car-mounted electronic device 100.From remote assisting system side, step S21, step S31-S36, step S41-S47 describe the remote assistance method flow process that remote assisting system inside performs.
First with reference to shown in Fig. 3, after car-mounted electronic device 100 starts, connection request can be initiated in step S11 to server 400.In step S41, server 400 can require that car-mounted electronic device 100 carries out certification.Car-mounted electronic device 100 is in step S12 return authentication information.In one example, car-mounted electronic device 100 ejects dialog box, and prompting user inputs registered the user name and password, then returns to server 400.When after authentication success, server 400, in step S42, sets up the connection between car-mounted electronic device 100.
Server 400 can be set up and maintain the connection of multiple car-mounted electronic device 100.Now, the mark of car-mounted electronic device 100 can associate with being connected by server 400, to find corresponding connection according to the mark of car-mounted electronic device 100.
Fig. 3 further illustrates the process that car-mounted electronic device 100 makes a call.When the user of car-mounted electronic device 100 runs into operational problem, can in step S13, the car phone function integrated by car-mounted electronic device 100 makes a call.When call center system 200 receives calling, be that step S21 relayed call is to customer service operating desk 300, answered to contact staff's prompting by the latter.When after contact staff's incoming call answering, customer service operating desk 300 in step S31 call establishment, thus maintains voice call between car-mounted electronic device 100 and customer service operating desk 300.
After this, flow process enters Fig. 4.At customer service operating desk 300, the instruction of response contact staff, in step S32 starting device simulator 310 (with reference to shown in Fig. 1), this equipment simulator can simulate the system interface of one or more car-mounted electronic devices.Contact staff according to the mark of the car-mounted electronic device made a call or the driver status associated with it, can select suitable equipment simulator, corresponds to this car-mounted electronic device.
Initiate remote assistance request in step S33, this request, after the step S43 of server 400 forwards, is received in step S13 by car-mounted electronic device 100.As a result, perform step S14 at car-mounted electronic device 100, eject remote assistance prompting frame at display interface, as shown in Figure 5.When user in step S15 after the instruction of car-mounted electronic device 100 input validation.Remote assistance authorization messages is returned in step S44 to customer service operating desk 300 by server 400.
After remote assistance starts, receive the operation of contact staff on equipment simulator in step S34.In this course, contact staff can converse with the user of far-end, while the enterprising line operate of equipment simulator 310 at simulation car-mounted electronic device interface.These can operate by equipment simulator, convert to and can supply remote-operated message instruction (step S35).Such as, contact staff carries out opening and closing menu, selecting option etc. to change the operation of graphical interfaces on equipment simulator 310, all can be obtained by equipment simulator 310, and converts the message instruction that can transmit to.In step S45, server 400 will send message instruction.
In car-mounted electronic device side, can receipt message instruction in step S16.In step S17, car-mounted electronic device according to message instruction, can operate the interface of display in display 300, to perform some task.
Thus, the operation of contact staff on the equipment simulator 310 of customer service operating desk 300, all can be sent to car-mounted electronic device 100 side and perform, its effect is similar to contact staff and directly operates in car-mounted electronic device side.
After remote assistance completes, customer service operating desk 300 can respond contact staff's operation, stop remote assistance in step S36, this message sends the instruction of abort operation entitlement messages to car-mounted electronic device 100 through server 400 in step S46, and car-mounted electronic device 100 is in step S18 recovery operation authority.
In another occasion, in step S19, car-mounted electronic device 100 can respond local user, i.e. arbitrary operation of driver, initiatively recovery operation authority, and such as step S17 does not carry out executable operations according to long-range message instruction for another example.Further, the message of recovery operation authority is fed back to server 400.Server 400 upon receipt of this message, is forwarded to customer service operating desk 400 in step S47.Customer service operating desk 400 stops remote assistance in step S37, such as, no longer makes the instruction of remote operation message.
Lift an example, the user of car-mounted electronic device 100 may not understand this how start-up and operation of navigation system, after user seeks help to contact staff, under the mandate of user, contact staff directly can carry out the setting of navigation task to car-mounted electronic device 100.Thus, user can remove the puzzlement carrying out this kind of complex operations from, and remote assistance carries out in the visible mode of user simultaneously, is also a visual learning process, to learn this operation in follow-up use for user.If user thinks that he can carry out follow-up operation voluntarily, be recoverable to operating right, stop remote assistance.
Although the present invention discloses as above with preferred embodiment; so itself and be not used to limit the present invention, any those skilled in the art, without departing from the spirit and scope of the present invention; when doing a little amendment and perfect, therefore protection scope of the present invention is when being as the criterion of defining with claims.
Claims (9)
1. a remote assistance method for car-mounted electronic device, be perform in the remote assisting system comprising a call center system, one or more customer service operating desk and a server, the method comprises the following steps:
Set up between this server and one or more car-mounted electronic device and maintain data cube computation;
Receive the calling of a wherein car-mounted electronic device in this call center system, this calling of transferring to this customer service operating desk, and maintains voice call between this customer service operating desk and the car-mounted electronic device made a call;
The instruction of a contact staff is received at this customer service operating desk, to start an equipment simulator, wherein this equipment simulator can simulate the system interface of one or more car-mounted electronic devices, this contact staff is according to the mark of car-mounted electronic device made a call or the driver status associated with it, select suitable equipment simulator, correspond to the car-mounted electronic device that this makes a call;
Remote assistance request is sent via this server to the car-mounted electronic device made a call from this customer service operating desk;
Mandate to this remote assistance request is returned to this customer service operating desk via this server;
Receive the operation of contact staff at the equipment simulator of this customer service operating desk, and described operation transformation is become message instruction; And
This message instruction is sent via this server to the car-mounted electronic device that this makes a call from this customer service operating desk.
2. the method for claim 1, is characterized in that, also comprises before setting up data cube computation between a server and one or more car-mounted electronic device, and at this server, the driver to car-mounted electronic device or association carries out certification.
3. the method for claim 1, is characterized in that, this car-mounted electronic device is a corresponding car phone number, and the method also comprises:
Device numbering and/or driver's data of this this car-mounted electronic device of car phone number inquiry is utilized in this call center system.
4. the method for claim 1, is characterized in that, each data cube computation that this server maintains is uniquely corresponding with a car-mounted electronic device.
5. the method for claim 1, is characterized in that, after this customer service operating desk receives the operation stopping remote assistance, stops sending this message instruction from this customer service operating desk.
6. the method for claim 1, is characterized in that, when after the message receiving the recovery operation authority that the car-mounted electronic device that makes a call sends, stops sending this message instruction from this customer service operating desk.
7. the method for claim 1, is characterized in that, this voice call is based on the one in GSM, CDMA, WCDMA, TD-SCDMA.
8. the method for claim 1, is characterized in that, sets up data cube computation between this server and this car-mounted electronic device by WCDMA network, TD-SCDMA network, CDMA2000 network or LTE network.
9. a remote assisting system for car-mounted electronic device, comprising:
Call center system, receives the calling of car-mounted electronic device, and to transfer this calling to a customer service operating desk;
Customer service operating desk, receives the instruction of a contact staff, to connect this calling, and start an equipment simulator, and based on the operation of this contact staff to this equipment simulator, output message instruction, wherein this equipment simulator is for simulating the interface of this car-mounted electronic device; And
Server, receives this message instruction, and transmits this message instruction to this car-mounted electronic device, and wherein this server is set up and maintained the data cube computation between this car-mounted electronic device;
Wherein this equipment simulator can simulate the system interface of one or more car-mounted electronic devices, this contact staff is according to the mark of car-mounted electronic device made a call or the driver status associated with it, select suitable equipment simulator, correspond to the car-mounted electronic device that this makes a call.
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| Application Number | Priority Date | Filing Date | Title |
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| CN201010621989.XA CN102546725B (en) | 2010-12-31 | 2010-12-31 | The remote assistance method of car-mounted electronic device and system |
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| CN201010621989.XA CN102546725B (en) | 2010-12-31 | 2010-12-31 | The remote assistance method of car-mounted electronic device and system |
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| CN102546725A CN102546725A (en) | 2012-07-04 |
| CN102546725B true CN102546725B (en) | 2016-02-24 |
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Families Citing this family (9)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104092709B (en) * | 2013-04-01 | 2018-09-07 | 比亚迪股份有限公司 | Vehicle-mounted recourse method, vehicle-mounted recourse device, mutual aid method and mutual auxiliary system |
| DE102013224279A1 (en) | 2013-11-27 | 2015-05-28 | Bayerische Motoren Werke Aktiengesellschaft | Method and system for providing an assistance suggestion to a user of a motor vehicle |
| CN104316070B (en) * | 2014-09-23 | 2017-11-17 | 福州海峡职业技术学院 | A kind of guider |
| CN106059997A (en) * | 2016-05-05 | 2016-10-26 | 深圳广联赛讯有限公司 | Vehicle-mounted voice interaction method and system |
| CN107505944B (en) * | 2017-09-27 | 2021-04-16 | 驭势科技（北京）有限公司 | Method and device for remotely assisting vehicle |
| CN108427392B (en) * | 2018-01-27 | 2021-11-09 | 深圳市元征科技股份有限公司 | Interface control method and diagnostic equipment |
| CN109862196A (en) * | 2019-01-04 | 2019-06-07 | 上海上湖信息技术有限公司 | A kind of online customer service remote interaction method and system |
| CN110874653A (en) * | 2019-11-08 | 2020-03-10 | 徐州筑之邦工程机械有限公司 | Intelligent remote assistance service system for mining truck |
| CN114327737A (en) * | 2022-03-04 | 2022-04-12 | 中信建投证券股份有限公司 | Remote assistance method, device and system |
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Denomination of invention: Long-distance assistance method and system of vehicle-mounted electronic device Effective date of registration: 20190404 Granted publication date: 20160224 Pledgee: Jiading Branch of Shanghai Bank Co., Ltd. Pledgor: Shanghai Botai Yuezhen Electrical Equipment Manufacturing Co., Ltd. Registration number: 2019110000002 |
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