Customer service automation systems and methods

Abstract

The present invention provides systems and methods for automation and enhancement of customer service in vehicle distress situations. A typical process according to the present invention involves the detection of a vehicle distress event. Once a distress event is detected, a response plan is generated based upon at least the detected event. The response plan is then acted upon in an automated fashion to provide an enhanced service experience for the customer.

What is claimed is:  
     
         1 . A method for automating and enhancing customer service in vehicle distress situations comprising: 
 detecting a vehicle distress event from at least one of a feedback signal from an on-board sensor, a customer initiated signal, and a third party reporting;    generating a response plan based on the vehicle distress event, the response plan being selected from at least one of arranging and delivering a rental vehicle, scheduling a repair appointment, checking parts availability and preordering out of stock parts at a location where a repair appointment was scheduled, dispatching of or scheduling an appointment with a claims adjustor, and notifying parties designated by the customer; and    executing at least one response plan.    
     
     
         2 . A system for automating and enhancing customer service in vehicle distress situations comprising: 
 a detecting means for detecting a vehicle distress event;    a generating means for generating a response plan based on the vehicle distress event,    wherein the response plan is selected from at least one of arranging and delivering a rental vehicle, scheduling a repair appointment, checking parts availability and preordering out of stock parts at a location where a repair appointment was scheduled, dispatching of or scheduling an appointment with a claims adjustor, and notifying parties designated by the customer; and    a executing means for executing at least one response plan.