WO2018160123A1 - Procédé, serveur, programme informatique et produit de programme informatique servant à faciliter l'assistance - Google Patents

Procédé, serveur, programme informatique et produit de programme informatique servant à faciliter l'assistance Download PDF

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Publication number
WO2018160123A1
WO2018160123A1 PCT/SE2018/050189 SE2018050189W WO2018160123A1 WO 2018160123 A1 WO2018160123 A1 WO 2018160123A1 SE 2018050189 W SE2018050189 W SE 2018050189W WO 2018160123 A1 WO2018160123 A1 WO 2018160123A1
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WO
WIPO (PCT)
Prior art keywords
user
agent
assistance
electronic
allocated
Prior art date
Application number
PCT/SE2018/050189
Other languages
English (en)
Inventor
Lars Lidgren
Original Assignee
Rethinking Care Sweden Ab
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Rethinking Care Sweden Ab filed Critical Rethinking Care Sweden Ab
Priority to EP18760278.4A priority Critical patent/EP3590082A4/fr
Publication of WO2018160123A1 publication Critical patent/WO2018160123A1/fr

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Classifications

    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/22—Social work or social welfare, e.g. community support activities or counselling services
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q30/00—Commerce
    • G06Q30/01—Customer relationship services
    • G06Q30/015—Providing customer assistance, e.g. assisting a customer within a business location or via helpdesk
    • G06Q30/016—After-sales
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H15/00—ICT specially adapted for medical reports, e.g. generation or transmission thereof
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
    • G16H40/60—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the operation of medical equipment or devices
    • G16H40/67—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the operation of medical equipment or devices for remote operation
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H50/00—ICT specially adapted for medical diagnosis, medical simulation or medical data mining; ICT specially adapted for detecting, monitoring or modelling epidemics or pandemics
    • G16H50/20—ICT specially adapted for medical diagnosis, medical simulation or medical data mining; ICT specially adapted for detecting, monitoring or modelling epidemics or pandemics for computer-aided diagnosis, e.g. based on medical expert systems
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H50/00—ICT specially adapted for medical diagnosis, medical simulation or medical data mining; ICT specially adapted for detecting, monitoring or modelling epidemics or pandemics
    • G16H50/30—ICT specially adapted for medical diagnosis, medical simulation or medical data mining; ICT specially adapted for detecting, monitoring or modelling epidemics or pandemics for calculating health indices; for individual health risk assessment
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H80/00—ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring

Definitions

  • the invention relates to a method, a server, a computer program and a computer program product for facilitating assistance.
  • a method for facilitating assistance of a user is performed in a server and comprises the steps of: receiving an assistance request message from an electronic user device of the user; determining an allocated agent, from a plurality of agents, to provide assistance for the user; transmitting an assistance order message to an electronic agent device of the allocated agent, the assistance order message comprising a location of the user; receiving a confirmation message from the electronic agent device; and tracking a position of the electronic agent device until the electronic agent device reaches the location of the user.
  • the step of tracking may comprise providing an estimated time of arrival of the allocated agent at the user.
  • the assistance request message may comprise an indication of a position of the user device.
  • the step of determining an allocated agent may comprise determining an allocated agent based on the position of the user device and respective positions of the plurality of agents.
  • the method may further comprise the step of: obtaining medical records of the user from a database, in which case the assistance order message comprises at least part of the medical records.
  • the method may further comprise the steps of: receiving an image captured by the allocated agent or health data captured by the allocated agent, relating to a condition of the user; and storing the image or health data in a database in association with the user.
  • the method may further comprise the steps of: receiving a request to set up a real-time video communication channel with an expert for consultation; establishing the real-time video communication channel for consultation; and transmitting the image or health data, captured by the allocated agent, to the expert.
  • the method may further comprise the step of: triggering the transmission of a physical access credential to the allocated agent, to enable access of the allocated agent to a locked physical space of the user.
  • a server for facilitating assistance of a user.
  • the server comprises: a processor; and a memory storing instructions that, when executed by the processor, cause the server to: receive an assistance request message from an electronic user device of the user; determine an allocated agent, from a plurality of agents, to provide assistance for the user; transmit an assistance order message to an electronic agent device of the allocated agent, the assistance order message comprising a location of the user; receive a confirmation message from the electronic agent device; and track a position of the electronic agent device until the electronic agent device reaches the location of the user.
  • the computer program comprising computer program code which, when run on a server causes the server to: receive an assistance request message from an electronic user device of the user;
  • an allocated agent from a plurality of agents, to provide assistance for the user; transmit an assistance order message to an electronic agent device of the allocated agent, the assistance order message comprising a location of the user; receive a confirmation message from the electronic agent device; and track a position of the electronic agent device until the electronic agent device reaches the location of the user.
  • a computer program product comprising a computer program according to the third aspect and a computer readable means on which the computer program is stored.
  • Fig l is a schematic diagram illustrating an environment in which
  • Fig 2 is a sequence diagram illustrating communication between various entities of embodiments which can be applied in the environment of Fig l;
  • Fig 3 is a flow chart illustrating embodiments of methods in a server for facilitating assistance of a user
  • Fig 4 is a schematic diagram illustrating components of any one of the server of Fig l according to one embodiment; and Fig 5 shows one example of a computer program product comprising computer readable means.
  • Fig 1 is a schematic diagram illustrating an environment in which
  • the user device 2 can e.g. be a smartphone, tablet computer, laptop computer or other mobile communication device or a fixed device such as a desktop computer, television set top box, an alarm control panel or a dedicated assistance request device.
  • the user 5 can be in any location, in the example of Fig 1, the user 5 is in his/her home 9.
  • the home 9 is optionally secured by an electronic lock 17, which can be opened e.g. using a numerical code, or a credential stored on a key fob or mobile communication device, such as a smartphone.
  • the electronic lock could be opened directly digitally without external assistance and be kept opened for a defined or indefinite period.
  • the user device 2 can communicate with a server 1 over an electronic communication channel 7.
  • the server 1 can be any suitable server computer capable of performing operations in accordance with embodiments described herein.
  • the electronic communication channel 7 can e.g. comprise any one or more communication links selected from the group of any of the IEEE 802. lix standards, a mobile network (e.g. LTE (Long Term Evolution), W- CDMA (Wideband Code Division Multiple Access), Bluetooth, Bluetooth Low Energy (BLE), Ethernet, etc. Communication over the communication channel 7 can be based on Internet Protocol (IP).
  • IP Internet Protocol
  • the agents 6 are persons which can act to assist users needing assistance. For instance, the agents 6 can be security guards who also assist users when necessary.
  • the agent device 3 is a portable communication device e.g. a smartphone, tablet computer, laptop computer or dedicated assistance support device.
  • the agent devices 3 can communicate with the server 1 over respective electronic communication channels 7, which can e.g. comprise any one or more communication links selected from the group of Bluetooth, Bluetooth Low Energy (BLE), any of the IEEE 802. lix standards, a mobile network (e.g. LTE (Long Term Evolution), W-CDMA (Wideband Code Division Multiple Access), Ethernet, etc. Communication over the group of Bluetooth, Bluetooth Low Energy (BLE), any of the IEEE 802. lix standards, a mobile network (e.g. LTE (Long Term Evolution), W-CDMA (Wideband Code Division Multiple Access), Ethernet, etc. Communication over the group of Bluetooth, Bluetooth Low Energy (BLE), any of the IEEE 802. lix standards, a mobile network (e.g. LTE (Long
  • IP Internet Protocol
  • agents 6 and agent devices 3 While there are three agents 6 and agent devices 3 shown in Fig 1, there can be any suitable number of agents and agent devices which can operate as described herein.
  • Fig 2 is a sequence diagram illustrating communication between various entities of embodiments which can be applied in the environment of Fig 1.
  • Fig 2 is focused on the communication between entities, while Fig 3 and the corresponding text below provides more detail on the considerations performed by the server.
  • the user device 2 sends an assistance request 20 to the server 1 when the user needs assistance, e.g. after receiving appropriate user input from the user.
  • the server 1 sends a medical records request 21 (comprising an identifier of the user) to a medical records database 4. Once an allocated agent has been determined, the server sends an assistance order 24
  • the server 1 also sends (by itself or by ordering an external device, not shown) a credential 25 to the agent device 3.
  • the credential 25 can be used with the electronic lock 17 to allow the allocated agent to gain access to the home of the user without requiring the user to e.g. open a door.
  • the agent device 3 captures an image and/ or other health data and sends the captured health data 26 to the server for storage.
  • the other captured health data can e.g. be pulse, blood pressure, oxygen saturation, etc., captured by the allocated agent and communicated via the agent device to the server.
  • the information can e.g. be used for diagnostic purposes or for record keeping for tracking progress of a particular medical condition of the user.
  • Data from an individual could be saved in a register database, with personal ID.
  • the data, except the personal ID, is subsequently automatically transferred to a second database containing no personal ID but gender and age.
  • the data is transferred from the second database to a third database with no connection to 1 and 2.
  • Aggregated information of the third database could be used for AI (Artificial Intelligence) purposes to follow disease pattern in a home environment without inflicting on personal integrity. Depending on jurisdiction prior individual acceptance may still need to have been granted
  • the allocated agent determines that a consultation is needed.
  • the allocated agent then interacts with the agent device 3 which sends a consultation request 27 to the server.
  • the server After receiving the consultation request 27, the server establishes 28 a real-time video connection between the agent device 3 and an expert 6.
  • Fig 3 is a flow chart illustrating embodiments of methods in a server for facilitating assistance of a user.
  • the server receives an assistance request message from an electronic user device of the user.
  • the assistance request message comprises an indication of a position of the user device.
  • the indication can be a co-ordinate comprising a longitude and a latitude.
  • the indication can e.g. be captured by the user device using a GPS (Global Positioning System) receiver.
  • the server determines an allocated agent, from a plurality of agents.
  • the allocated agent is to provide assistance for the user.
  • the allocated agent is determined based on the position of the user device and respective positions of the plurality of agents. The respective positions of the agents has then previously been received from the agent devices of the agents. In this way, an agent which is close to the user is allocated for the user request.
  • the allocated agent is determined based on a respective records of medical expertise of the plurality of agents. This can be matched against the medical records of the user. In this way, an agent is selected which is capable of dealing with users with particular medical conditions.
  • a request is sent to agent devices of several potential agents, where the agent can accept or deny the request.
  • the one of these potential agents who first accepts the request is then the allocated agent.
  • the server obtains medical record(s) of the user from a database (see 4 of Fig 2).
  • the server triggers the transmission of a physical access credential to the allocated agent, to enable access of the allocated agent to a locked physical space of the user.
  • the physical access credential can be a generated numerical code which the allocated agent can use to gain access to the premises of the user, or an electronic credential which is stored in the agent device to
  • the server transmits an assistance order message to an electronic agent device of the allocated agent.
  • the assistance order message comprises a location of the user, thus indicating where the agent should go.
  • the assistance order message could comprise an address registered for the user or the position of the user device (when received in the assistance request).
  • the assistance order message can comprise (at least part of) the medical record(s) for the user.
  • the medical records can provide vital history of medications or previous conditions which can be of use for the agent.
  • the server determines, based on the medical records, a procedure which should be used by the allocated agent. This procedure is then indicated to the allocated agent in the assistance order.
  • a receive confirmation message step 49 the server receives a confirmation message from the electronic agent device. In this way, the server now knows that the allocated agent has accepted the task to provide assistance to the user.
  • the server tracks a position of the electronic agent device until the electronic agent device reaches the location of the user. This can comprise providing an estimated time of arrival of the allocated agent at the user. This can be of great benefit for when communicated to the user, as well as for to the allocated agent.
  • the server receives an image captured by the allocated agent or health data captured by the allocated agent, relating to a condition of the user.
  • the image is captured by the allocated agent and can be an image of a medically relevant body part, e.g. where an injury might be located.
  • the health data is captured by the allocated agent using an appropriate device, e.g. for pulse, blood pressure, oxygen saturation, etc., and is communicated electronically to the agent device for provision to the server.
  • the image and health data can be used for medical purposes, either for remote diagnostics or for medical records of the user, e.g. to track progress of a medical condition of the user.
  • the server stores the captured data (received in step 51) in a database (such as a medical records database, see 4 of Fig 2) in association with the user.
  • the server receives a request to set up a real-time video (and audio) communication channel with an expert for consultation.
  • the request can be received from the allocated agent who would like a consultation from an expert, such as a physician or nurse.
  • the server establishes the real-time video communication channel for consultation.
  • the server determines an available expert who is available to take the call. The expert does not need to be in any particular location, as long as the expert is available and is capable of communicating with the allocated agent, the server or the user.
  • the communication channel is then established between the allocated agent and the allocated expert. This allows the allocated agent to receive medical consultation and guidance in how to handle the situation with the user.
  • a transmit health data step 58 the server transmits the image or health data, captured by the allocated agent, to the expert. Additionally, historical medical records of the user can be provided to the expert at this stage.
  • Fig 4 is a schematic diagram illustrating components of any one of the server of Fig 1 according to one embodiment.
  • a processor 60 is provided using any combination of one or more of a suitable central processing unit (CPU), multiprocessor, microcontroller, digital signal processor (DSP), application specific integrated circuit etc., capable of executing software instructions 67 stored in a memory 64, which can thus be a computer program product.
  • the processor 60 can be configured to execute the method described with reference to Fig 3 above.
  • the memory 64 can be any combination of read and write memory (RAM) and read only memory (ROM).
  • the memory 64 also comprises persistent storage, which, for example, can be any single one or combination of magnetic memory, optical memory, solid state memory or even remotely mounted memory.
  • a data memory 66 is also provided for reading and/ or storing data during execution of software instructions in the processor 6o.
  • the data memory 66 can be any combination of read and write memory (RAM) and read only memory (ROM).
  • the server l further comprises an I/O interface 62 for communicating with other external entities.
  • the I/O interface 62 also includes a user interface.
  • Fig 5 shows one example of a computer program product comprising computer readable means.
  • a computer program 91 can be stored, which computer program can cause a processor to execute a method according to embodiments described herein.
  • the computer program product is an optical disc, such as a CD (compact disc) or a DVD (digital versatile disc) or a Blu-Ray disc.
  • the computer program product could also be embodied in a memory of a device, such as the computer program product 64 of Fig 4.
  • While the computer program 91 is here schematically shown as a track on the depicted optical disk, the computer program can be stored in any way which is suitable for the computer program product, such as a removable solid state memory, e.g. a Universal Serial Bus (USB) drive.
  • a removable solid state memory e.g. a Universal Serial Bus (USB) drive.
  • USB Universal Serial Bus

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Abstract

L'invention concerne un procédé servant à faciliter l'assistance à un utilisateur. Le procédé est mis en œuvre dans un serveur et comporte les étapes consistant à : recevoir un message de demande d'assistance en provenance d'un dispositif d'utilisateur électronique de l'utilisateur ; déterminer un agent attribué, parmi une pluralité d'agents, pour fournir une assistance à l'utilisateur ; transmettre un message d'ordre d'assistance à un dispositif d'agent électronique de l'agent attribué, le message d'ordre d'assistance comprenant un emplacement de l'utilisateur ; recevoir un message de confirmation en provenance du dispositif d'agent électronique ; et suivre une position du dispositif d'agent électronique jusqu'à ce que le dispositif d'agent électronique atteigne l'emplacement de l'utilisateur.
PCT/SE2018/050189 2017-03-03 2018-02-28 Procédé, serveur, programme informatique et produit de programme informatique servant à faciliter l'assistance WO2018160123A1 (fr)

Priority Applications (1)

Application Number Priority Date Filing Date Title
EP18760278.4A EP3590082A4 (fr) 2017-03-03 2018-02-28 Procédé, serveur, programme informatique et produit de programme informatique servant à faciliter l'assistance

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
SE1750233 2017-03-03
SE1750233-7 2017-03-03

Publications (1)

Publication Number Publication Date
WO2018160123A1 true WO2018160123A1 (fr) 2018-09-07

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PCT/SE2018/050189 WO2018160123A1 (fr) 2017-03-03 2018-02-28 Procédé, serveur, programme informatique et produit de programme informatique servant à faciliter l'assistance

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EP (1) EP3590082A4 (fr)
WO (1) WO2018160123A1 (fr)

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999030257A1 (fr) * 1997-12-05 1999-06-17 Northern Telecom, Limited Procede et appareil de traitement de commandes passees par un client depuis un vehicule en mouvement
US20020077876A1 (en) * 2000-12-18 2002-06-20 O'meara Cian E. Allocation of location-based orders to mobile agents
US20030014297A1 (en) * 2001-07-10 2003-01-16 International Business Machines Corporation Automated location-based disruption recovery and surrogate selection service
US20030125963A1 (en) * 2001-12-27 2003-07-03 Koninklijke Philips Electronics N.V. Wireless interactive rendezvous system for delivering goods and services
US20130040600A1 (en) * 2010-06-25 2013-02-14 EmergenSee, LLC Notification and Tracking System for Mobile Devices

Family Cites Families (1)

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Publication number Priority date Publication date Assignee Title
US8645014B1 (en) * 2009-08-19 2014-02-04 Allstate Insurance Company Assistance on the go

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
WO1999030257A1 (fr) * 1997-12-05 1999-06-17 Northern Telecom, Limited Procede et appareil de traitement de commandes passees par un client depuis un vehicule en mouvement
US20020077876A1 (en) * 2000-12-18 2002-06-20 O'meara Cian E. Allocation of location-based orders to mobile agents
US20030014297A1 (en) * 2001-07-10 2003-01-16 International Business Machines Corporation Automated location-based disruption recovery and surrogate selection service
US20030125963A1 (en) * 2001-12-27 2003-07-03 Koninklijke Philips Electronics N.V. Wireless interactive rendezvous system for delivering goods and services
US20130040600A1 (en) * 2010-06-25 2013-02-14 EmergenSee, LLC Notification and Tracking System for Mobile Devices

Non-Patent Citations (1)

* Cited by examiner, † Cited by third party
Title
See also references of EP3590082A4 *

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Publication number Publication date
EP3590082A4 (fr) 2020-07-22
EP3590082A1 (fr) 2020-01-08

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