Technical Field
[0001] The present invention generally relates to providing assistance to an end user
in need of distress. Particularly, the present invention relates to a system and method
5 for providing assistance to an end user, in case of any distress, using the best possible
resources available in the vicinity of the user, in real time.
Background of the disclosure
10 [0002] With the advent of time and technology, travel and tourism industry has
shown great improvement. In particular, travel and tourism industry has always
shown interest in engrossing the new technologies that can help the industry to serve
the end user best. Despite of all these efforts there are a few areas that still needs to
be addressed properly. Once such example is, providing assistance to a traveller in
15 case of distress. Precisely, this becomes more challenging when a person is travelling
to a new location where the challenges could be limitless, for example, no information
about the geography of the area, language barrier etc. The current state of art does not
address such problems efficiently using technical means. In particular, there is no
credible mechanism that can be used to provide assistance to the user in case of need,
20 by understanding the exact need of the user with the help of technical assistance.
[0003] Therefore, there exists a need for a technology where an end user can get the
assistance based on his problem at the earliest possible extent. Precisely, there exists
a need for the technology where an end user can easily and quickly raise his problem,
25 without any barrier such as language, geography etc. and can get the required
assistance at the earliest possible extent.
SUMMARY OF THE DISCLOSURE
30 [0004] The present disclosure overcomes one or more shortcomings of the prior art
and provides additional advantages discussed throughout the present disclosure.
3
Additional features and advantages are realized through the techniques of the present
disclosure. Other embodiments and aspects of the disclosure are described in detail
herein and are considered a part of the claimed disclosure.
5 [0005] In one non-limiting embodiment of the present disclosure, an assistance
management server to provide real-time assistance is disclosed. The server includes
a processor operatively coupled to a memory and at least one pair of transceivers.
Said assistance management server being configured to receive, via the transceiver, a
request for assistance from a user via a user device, wherein the user device is
10 connected to the assistance management server through a communication platform.
Further the assistance management server is configured to identify, via the processor,
a type of assistance required by the user and live location of the user based on the
location of the user device. Once the live location is identified the assistance
management server is configured to locate, via the processor, one or more ground
15 assistance available in the vicinity of the user. Further, the assistance management
server is configured to connect, via the transceiver, the closest located ground
assistance with the user device, in real-time, to provide assistance to the user and
wherein, in case there is no ground assistance accessible in the vicinity of the user, the
assistance management server is configured to connect, via the transceiver, the user
20 device to at least one of a plurality of third-party servers to provide assistance to the
user.
[0006] In still non-limiting embodiment of the present disclosure, the assistance
management server is configured to receive the request for assistance from the user
25 device in at least one of text message, audio call or video call form.
[0007] In yet another non-limiting embodiment of the present disclosure, to identify
the type of assistance required by the user, the server is configured to interact with the
user through the user device to gather essential information such as asking for location
30 of the user, what kind of distress the user has faced, what kind of assistance does the
user require, when the user requires that assistance and similar basic information.
4
[0008] In still another non-limiting embodiment of the present disclosure, to locate
the one or more ground assistance available in the vicinity of the user, the server is
configured to track the live location of: the user device and one or more ground
5 assistance devices in a pre-defined geographical parameter.
[0009] In yet another non-limiting embodiment of the present disclosure, the
assistance management server is configured to share with the closest located ground
assistance, information details including at least one of live location of the user, type
10 of distress faced by the user, type of assistance required and contact details of the user.
[0010] In still another non-limiting embodiment of the present disclosure, the
assistance management server is configured to share with the user device, the
information details including at least one of name, contact number, vehicle number
15 and live location of the closest located ground assistance, upon connecting the user to
the closest located ground assistance.
[0011] In yet another non-limiting embodiment of the present disclosure, an
interactive communication platform residing on a user device and operatively
20 connected to the assistance management server to receive real-time assistance is
disclosed. Said communication platform may be configured to send a request for
assistance to the assistance management server and receive from the assistance
management server a request for providing necessary information, in response to
sending the request for assistance. The communication platform is further configured
25 to share with the assistance management server the requested information and receive
a connection request, from the assistance management server, to connect to closest
located ground assistance identified by the assistance management server. Further,
upon receiving the connection request the communication platform is configured to
connect the user device to said ground assistance, in real-time, to receive assistance
30 or connect the user device to at least one of a plurality of third-party servers to provide
5
assistance to the user, in case there is no ground assistance accessible in the vicinity
of the user device.
[0012] In still another non-limiting embodiment of the present disclosure, a system to
5 provide real-time assistance to a user is disclosed. The system comprises an assistance
management server, a plurality of user devices connected to the assistance
management server and a plurality of third-party servers connected to the assistance
management server. The assistance management server being configured to receive
a request from at least one of a plurality of the user devices, wherein each of said user
10 device remain connected to the distress management device through a communication
platform. Further, the assistance management server is configured to identify a type
of assistance required by the user device and live location of the user from where the
request is generated. Once, the live location of the user is located the assistance
management server is configured to locate one or more ground assistance available in
15 the vicinity of the user device. Further, the assistance management server is
configured to connect the closest located ground support with the user device, in realtime, to provide assistance to the user, wherein in case there is no ground support
accessible in the vicinity of said user device, the assistance management server is
configured to connect the user device to at least one of a plurality of third-party servers
20 to provide assistance to the user.
[0013] In yet another non-limiting embodiment of the present disclosure, a method
for providing real-time assistance is disclosed. Said method comprising the steps of
receiving, via the transceiver, a request for assistance from a user via a user device,
25 wherein the user device is connected to the assistance management server through a
communication platform. The method further discloses the steps of identifying, via
the processor, a type of assistance required by the user and identifying, via the
processor, live location of the user based on the location of the user device. Further,
the method includes the steps of locating, via the processor, one or more ground
30 assistance available in the vicinity of the user and connecting, via the transceiver, the
closest located ground assistance with the user device, in real-time, to provide
6
assistance to the user. In addition, the method discloses the step of connecting, via
the transceiver, the user device to at least one of a plurality of third-party servers to
provide assistance to the user, in case there is no ground assistance accessible in the
vicinity of the user.
5
[0014] In still another non-limiting embodiment of the present disclosure, the method
discloses the step of receiving the request for assistance from the user device in at
least one of text message, audio call or video call form.
10 [0015] In yet another non-limiting embodiment of the present disclosure, the method
further discloses that for performing the step of identifying the type of assistance
required by the user, the server is configured for interacting with the user through the
user device to gather essential information such as asking for location of the user,
what kind of distress the user has faced, what kind of assistance does the user require,
15 when the user requires that assistance and similar basic information.
[0016] In still another non-limiting embodiment of the present disclosure, the method
discloses that for locating the one or more ground assistance available in the vicinity
of the user, the server is configured for tracking the live location of: the user device
20 and one or more ground assistance devices in a pre-defined geographical parameter.
[0017] In yet another non-limiting embodiment of the present disclosure, the method
further discloses sharing with the closest located ground assistance information details
including at least one of live location of the user, type of distress faced by the user,
25 type of assistance required and contact details of the user.
[0018] In still another non-limiting embodiment of the present disclosure, the method
further discloses sharing with the user device the information details including at least
one of name, contact number, vehicle number and live location of the closest located
30 ground assistance, upon connecting the user to the closest located ground assistance.
7
OBJECTIVES OF THE INVENTION
[0019] In one embodiment the objective of the present disclosure is to ameliorate one
or more problems of the prior art or to at least provide a useful alternative.
5
[0020] In another embodiment the objective of the present disclosure is to provide a
quick and efficient system and method for identifying the type of assistance required
by the user and providing the assistance to the user as quick as possible in real time.
10 [0021] In yet another embodiment the objective of the present disclosure is to connect
the user to a number of third party servers to resolve the issue in case the issue cannot
be resolved by the ground assistance due to non-availability or any other reason.
[0022] In still another embodiment the objective of the present disclosure is allow a
15 user to attain assistance in new geographical region with which the user is not
familiarized.
[0023] Other objects and advantages of the present disclosure will be more apparent
from the following description, which is not intended to limit the scope of the present
20 disclosure.
BRIEF DESCRIPTION OF DRAWINGS
[0024] The features, nature, and advantages of the present disclosure will become
25 more apparent from the detailed description set forth below when taken in conjunction
with the drawings in which like reference characters identify correspondingly
throughout. Some embodiments of system and/or methods in accordance with
embodiments of the present subject matter are now described, by way of example
only, and with reference to the accompanying figures, in which:
30
8
[0025] Figures 1 discloses a system for providing assistance to a user, by way of
block diagram, in accordance with an embodiment of the present disclosure;
[0026] Figure 2 discloses assistance management server, by way of block diagram,
5 in accordance with an embodiment of the present disclosure;
[0027] Figure 3 discloses a user interface of a communication platform residing on
the user device, by way of block diagram, in accordance with an embodiment of the
present disclosure; and
10
[0028] Figure 4 shows a method for distress management, by way of a flow diagram,
in accordance with an embodiment of the present disclosure.
[0029] It should be appreciated by those skilled in the art that any block diagrams
15 herein represent conceptual views of illustrative systems embodying the principles of
the present subject matter. Similarly, it will be appreciated that any flow charts, flow
diagrams, state transition diagrams, pseudo code, and the like represent various
processes which may be substantially represented in computer readable medium and
executed by a computer or processor, whether or not such computer or processor is
20 explicitly shown.
DETAILED DESCRIPTION
[0030] In the present document, the word “exemplary” is used herein to mean
25 “serving as an example, instance, or illustration”. Any embodiment or implementation
of the present subject-matter described herein as “exemplary” is not necessarily to be
construed as preferred or advantageous over other embodiments.
[0031] While the disclosure is susceptible to various modifications and alternative
30 forms, specific embodiments thereof has been shown by way of example in the
drawings and will be described in detail below. It should be understood, however that
9
it is not intended to limit the disclosure to the particular forms disclosed, but on the
contrary, the disclosure is to cover all modifications, equivalents, and alternatives
falling within the scope of the disclosure.
5 [0032] The terms “comprises”, “comprising”, “include(s)”, or any other variations
thereof, are intended to cover a non-exclusive inclusion, such that a setup, system or
method that comprises a list of components or steps does not include only those
components or steps but may include other components or steps not expressly listed
or inherent to such setup or system or method. In other words, one or more elements
10 in a system or apparatus proceeded by “comprises… a” does not, without more
constraints, preclude the existence of other elements or additional elements in the
system or apparatus.
[0033] It must also be noted that as used herein and in the appended claims, the
15 singular forms "a," "an," and "the" include plural references unless the context clearly
dictates otherwise. Although any systems and methods similar or equivalent to those
described herein can be used in the practice or testing of embodiments of the present
invention, the preferred systems and methods are now described.
20 [0034] In the following detailed description of the embodiments of the disclosure,
reference is made to the accompanying drawings that form a part hereof, and in which
are shown by way of illustration specific embodiments in which the disclosure may
be practiced. These embodiments are described in sufficient detail to enable those
skilled in the art to practice the disclosure, and it is to be understood that other
25 embodiments may be utilized and that changes may be made without departing from
the scope of the present disclosure. The following description is, therefore, not to be
taken in a limiting sense.
[0035] The elements illustrated in the figures inter-operate as explained in more detail
30 below. Before setting forth the detailed explanation, however, it may be noted that all
10
of the discussion below, regardless of the particular implementation being described,
is exemplary in nature, rather than limiting.
[0036] The techniques described herein may be implemented using one or more
5 computer programs executing on (or executable by) a programmable computer
including any combination of any number of the following: a processor, a sensor, a
storage medium readable and/or writable by the processor (including, for example,
volatile and non-volatile memory and/or storage elements), plurality of input units,
plurality of output devices and networking devices.
10
[0037] Each computer program within the scope of the claims below may be
implemented in any programming language, such as assembly language, machine
language, a high-level procedural programming language, or an object-oriented
programming language. The programming language may, for example, be a compiled
15 or interpreted programming language. Each such computer program may be
implemented in a computer program product tangibly embodied in a machinereadable storage device for execution by a computer processor.
[0038] Method steps as disclosed by the present disclosure may be performed by one
20 or more computer processors executing a program tangibly embodied on a nontransitory computer-readable medium to perform functions of the invention by
operating on input and generating output. Suitable processors include, by way of
example, both general and special purpose microprocessors. Generally, the processor
receives (reads) instructions and content from a memory (such as a read-only memory
25 and/or a random- access memory) and writes (stores) instructions and content to the
memory. Storage devices suitable for tangibly embodying computer program
instructions and content include, for example, all forms of non-volatile memory, such
as semiconductor memory devices, including EPROM, EEPROM, and flash memory
devices; magnetic disks such as internal hard disks and removable disks; magneto30 optical disks; and CD-ROMs. Any of the foregoing may be supplemented by, or
11
incorporated in, specially designed ASICs (Application-Specific Integrated Circuits)
or FPGAs (Field-Programmable Gate Arrays).
[0039] Referring now to figure 1 which discloses a system 100 to provide assistance
5 to a user in case of any distress. Said system 100 includes an assistance management
server 104 placed at a central location. Said system 100 further includes a plurality
of user devices 102A, 102B...102N connected to the assistance management server
104. In an exemplary embodiment, the user devices 102A, 102B....102N allow their
respective users (not shown) to get connected to the assistance management server
10 104, at any given point of time, from different geographical locations.
[0040] To do so, each of said user device 102A, 102B....102N may remain connected
to the assistance management server 104 through a web presence 106. Further, in an
embodiment, it may be noted that though figure 1 discloses the user devices 102A,
15 102B....102N connected to the assistance management server 104 through same
network, it is just for the sake of simplicity. However, it is to be appreciated that
different user devices 102A, 102B....102N may use different networks including
WiFi, WAN, LAN, 3G, 4G and LTE to connect to the assistance management server
104, from different locations. Further, in an embodiment, the user device 102A,
20 102B....102N may be a mobile phone, laptop, palm top or any other similar handheld
device that at least have capabilities of calling, messaging, navigation and like
functionalities. In the present disclosure the term user device and device may be used
interchangeably.
25 [0041] Further, each of said user device 102A, 102B....102N may allow their
respective users (not shown) to raise a concern to the assistance management server
104 in need of any type of distress. In particular, the user device 102A, 102B....102N
may be configured to allow, their user, to raise the concern via a communication
platform (explained in detail in below paragraphs in figure 3) resident on the device
30 102A, 102B....102N. In an aspect, the user device 102A, 102B, ..102N may allow
the user to either select from a plurality of pre-defined templates exemplifying
12
different concerns/problems or may allow the user to enter his concern, in case the
user does not find his concerns recorded in the pre-defined templates or is unable to
select from the pre-defined templates for any reason.
5 [0042] Those skilled in the art would appreciate that before raising the concern, the
user needs to be registered with the communication platform resident on the device
102A, 102B....102N. In order to register the user may need to submit some basic
details such as name, customer ID, email ID, contact number, emergency contact
number, passport number etc. with the communication platform. It is only after
10 submission of such details that the user may be able to raise the concern to the
assistance management server 104.
[0043] Further, as shown in figure 1, the assistance management server 104 remain
connected to the plurality of the user device 102A, 102B..102N via web presence 106.
15 As disclosed earlier the assistance management server 104 may be a computing device
placed at a distinct location than that of the user devices 102A, 102B..102N. Further
said assistance management server 104 may be configured to cover a pre-defined
geographical area from where the user devices 102A, 102B..102N may be able to
connect to the assistance management server 104. In an embodiment, the term
20 assistance management server 104 and distress management server 104 may be used
interchangeably throughout the present disclosure and shall not be construed limiting
in any sense.
[0044] In a main aspect, the distress management server 104 is configured to receive
25 the user concern, along with an assistance ticket, raised by at least one of the user
device 102A, 102B..102N through a number of ways. Those skilled in art would
appreciate that the users of the user devices 102A, 102B..102N have a pre-registered
account to avail the services offered by the distress management server 104. Further,
in exemplary embodiment, the user devices 102A, 102B..102N may be configured to
30 generate the assistance ticket simultaneously when the user raises a concern of distress
through the user device 102A, 102B..102N. Also, it is to be appreciated that the
13
assistance management server 104 is configured to receive concern for distress from
any number of user devices102A, 102B..102N at any given point of time.
[0045] In an exemplary embodiment, the assistance management server 104 may be
5 configured to receive the concern generated by the user device 102A, 102B..102N
through message. In another exemplary embodiment, the distress management device
104 may be configured to receive the concern generated by the user device 102
through a call initiated by the user of the user device 102A, 102B..102N.
10 [0046] In an aspect, if the mode of communication between the user device 102A,
102B..102N and the assistance management server 104 is messaging, then the concern
raised by any of the user device 102A, 102B..102N may be handled by a chatbot at
the assistance management server 104. In another aspect, if the mode of
communication between the user device 102A, 102B..102N and the assistance
15 management server 104 is through calling, then the concern raised by any of the user
device 102A, 102B....102N may be handled by at least one of a plurality of
professionals designated, at the assistance management server 104, to handle the end
user concern. Further, it is to be appreciated that in case the mode of communication
between the user device 102A, 102B..102N and the assistance management server
20 104 is messaging and the chatbot fails to address the concern, the same may be taken
over by the at least one of a plurality of professionals designated to handle the end
user concern. In an aspect, the above embodiment is explained in detail in figure 2 in
below paragraphs.
25 [0047] Coming back to figure 1, once the assistance management server 104 has
received the concern from at last one the user device 102A, 102B..102N, it starts the
process of providing assistance to the user of the user device 102A, 102B..102N. In
particular, in order to provide assistance to the user of the user device 102A,
102B..102N, the assistance management server 104 may be configured to identify the
30 type of assistance needed by the user of the user device 102A, 102B..102N. To do so,
the assistance management server 104 may be configured to query the user device
14
102A, 102B..102N some basic information. In one example, said information may
include at least one of (i). asking for location of the user, (ii). what kind of distress
he/she has faced, (iii). what kind of assistance does the user require, (iv). when he/she
requires that assistance and similar basic information.
5
[0048] Once, the assistance management server 104 has received said information
from the user device 102A, 102B....102N, a first information report (FIR) may be
generated. Precisely, the first information report may be generated to understand as
at to what type of distress is faced by the user of the user device 102A, 102B..102N.
10 Then, based on said first information report, the assistance management server 104
may be configured to decide whether the assistance is required for theft, loss, medical
condition, altercation, transit, information or any other similar problem. In particular,
it may be said that the first information report assists the assistance management
server 104 to take a decision as to what kind of assistance shall be provided to the user
15 of the user device 102A, 102B..102N.
[0049] Further, in addition to generating the first information report, the assistance
management server 104 is simultaneously configured track the live location of the
user through the user device 102A, 102B..102N. Once, the live location of the user
20 device 102A, 102B..102N is tracked and the first information report has been
generated, the assistance management server 104 is configured to locate at least one
ground assistance (not shown) in close vicinity to the user device 102A, 102B..102N.
In an exemplary embodiment, the assistance management server 104 may remain
connected to a plurality of user assistance devices 108A, 108B…108N via web
25 presence 106 at all times, so as to track their current location. Further, it is to be
appreciated, each of said user assistance device 108, 108B…108N is handled by an
ground assistant (now shown) that has a vehicle (not shown) with him. In an
exemplary embodiment, the necessary details of the ground assistance, their user
devices 108A, 108B…108N and their respective vehicles are pre-registered with
30 assistance management server 104.
15
[0050] Once the assistance management server 104 has located one or more ground
assistance from the ground assistance devices 108A, 108B…108N in the vicinity of
the user device 102A, 102B..102N, it is configured to select the closest located ground
assistance and connect the closest located ground assistance device 108A,
5 108B…108N with the user device 102A, 102B..102N. In addition, the assistance
management server 104 is configured to share the necessary information with the
selected ground assistance device 108A, 108B…108N. In an example, the necessary
information provided by the assistance management server 104 to the selected ground
assistance device 108A, 108B…108N may include at least one of: detailed copy of
10 first information report, type of assistance requested by the user device 102A,
102B..102N, live location of the user device 102A, 102B..102N etc.
[0051] In an embodiment, it shall be appreciated that the assistance management
server 104 remains in constant touch with the selected ground assistance device 108A,
15 108B…108N, located in the vicinity of the user device 102A, 102B..102N till the time
assistance requested by the user of the user device 102A, 102B..102N is received. In
one example, the assistance management server 104 may remain in constant touch
with the selected user assistance device 108A, 108B..108N to provide at least one of
following functionalitiesto the assistant handling the respective user assistance device
20 108A, 108B…108N:
(i). Review the FIR and provide Type of information/ assistance requested for;
(ii). Get in touch with ground assistance staff (assistant) for the customer, and track
the service provided.
(iii). Provide FIR and all necessary information to Ground Assistance Staff (assistant).
25 (iv). Track and assist Ground Assistance Staff to reach customer at the earliest.
(v). Update FIR if further information if received.
(vi). Identifying type of organization in charge of emergency calls.
(vii). Number of organizations involved in response to the emergency calls handling
chain.
30 (viii). Tasks fulfilled by the organizations involved.
(ix). Follow-up with customer for assistance delivered.
16
(x). Transfer of duty to another Ground Assistance Staff, in event of failure of attached
Ground Assistance Staff being unresponsive.
[0052] In another exemplary embodiment, the assistance management server 104 may
5 be further configured to share with the user device 102A, 102B…102N, from which
the concern for distress has been raised details including at least one of name, contact
number, vehicle number and live location of the closest located ground assistance,
after the connection between the user device 102A, 102B…102N and the closest
located ground assistance 108A, 108B..108N has been established. This helps the
10 user to track the location and time of arrival of the ground assistance. Thus, based on
the above information, the user assistance device 108A, 108B..108N is configured to
provide the necessary help to be reached to the user of the user device 102A,
102B…102N in need of distress.
15 [0053] In another aspect, if the assistance management server 104, based on first
information report generated, decides that the problem/concern cannot be resolved by
the ground assistance or there is no ground assistance available, the assistance
management server 104 will try to provide the help to the user from at least one of a
plurality of third party servers. It is to be noted, as shown in figure 1, the assistance
20 management server 104 may remain connected to a plurality of third-party service
provider servers 110A, 110B…110N via the web presence 106. In an aspect, the
assistance management server 104 may be connected to a plurality of third-party
servers 110A, 110B…110N, based on the type of services catered by the distress
management device 104. Further, in an exemplary embodiment, the assistance
25 managements server 104 may be configured to decide from the first examination
report as to which third party server 110A, 110B…110N would be appropriate to
resolve the concern of the user and thus connects the user device 102A, 102B…102N
to the said third party server 110A, 110B…110N.
30 [0054] In an aspect, this may be understood by means of an example. Said example
is just for the means of illustration and shall not be construed limiting in any sense. In
17
an example a tourist arriving at Delhi Airport from Germany loses his passport. In
such a scenario said tourist will be able to raise a concern regrading loss of his passport
through his user device, provided the tourist has subscribed to the services offered by
the assistance management server 104. Once, the concern is raised, it is sent from
5 the user device, along with so generated assistance token, to the assistant management
server 104.
[0055] The assistance management server 104, upon receiving such request may be
configured to ask a few details/questions about said tourist/user. Once the tourist/user
10 has shared the requested information with the assistant management server 104, said
server 104 is configured to generate a first information report. It is based on the first
information report, the server 104 is configured to identify the type of assistance
required by the tourist/user.
15 [0056] For example, in the present case, the server 104 may be configured to identify
that the German tourist needs ride till German embassy in Delhi. Further, the server
104 is simultaneously configured to track one or more user assistance with vehicles
available in the vicinity of the tourist/user. Once, the server 104 has identified the
closet located ground assistance 108, it share the details of the tourist/user along with
20 the first information report with the closest located ground assistance 108 and remains
in constant touch with the said ground assistance 108 till the ground assistance reaches
the desired location to provide assistance to the tourist/user. In addition, the server
104 may be further configured to keep the assistance token open until the concern of
the user has been resolved. It is to be appreciated that said example is just for
25 illustration and the said system may be used to provide assistance in countless such
situations of distress faced by the user.
[0057] For example, in other aspects, the assistant managements server 104 may be
configured to assist a senior citizen staying alone in distress situations like COVID
30 19. In another example, the assistant management server 104 may be configured to
assist a student stuck in PG far away from his house in any situation of distress. Thus,
18
it is to be appreciated that the assistant management server 104 may be configured to
provide assistance to different users under different conditions/situations.
[0058] Figure 2 discloses an assistance management server 200 by way of block
5 diagram. As shown in figure 2, the assistance management server 200 may be a
computing device placed at a location distant location from that of user devices 102A,
102B....102N. Further as shown in figure 2, the assistance management server 200
may comprise at least one of a processor 202 operatively coupled to a memory 204
and at least one pair of transceivers 206. In an embodiment, operatively coupled
10 connecting through wire, non-wire, Wi-Fi or any other similar means. Further as
shown in figure 1, the assistance management server 200 remain connected to a
plurality of user devices 102A, 102B....102N to receive via the transceiver 206 a
request for assistance from a user via a user device 102A, 102B....102N.
15 [0059] In reply, the processor 202 of the assistance management server 104 is
configured to identify type of assistance required by the user. In an exemplary
embodiment, to identify the type of assistance required by the user, the server 104
may be configured to interact with the user through the user device 102A,
102B....102N to gather some essential information such as asking for location of the
20 user, what kind of distress the user has faced, what kind of assistance does the user
require, when the user requires that assistance and similar basic information.
[0060] In an aspect, if the processor 202 receives the concern raised by the user device
102A, 102B..102N through text message, the concern raised by any of the user device
25 102A, 102B..102N may be handled by a chatbot (not shown) managed by the
processor 202. In another aspect, if the concern is received from the user device 102A,
102B..102N through a call, then the concern raised by the user device 102A,
102B..102N may be handled by at least one of a plurality of professionals 210A,
210B…210N, connected across the assistance management server 104, to handle the
30 end user concern. In particular, each of said professionals designated 210A,
19
210B…210N may be connected to the assistance management server through their
respective computing devices 208A, 208B…208N.
[0061] Once, the processor 202 of the assistance management server 104 has received
5 said information from the at least one of the user device 102A, 102B....102N, the
processor 202 is configured to generate a first information report (FIR) for the concern
raised by the user. Precisely, the processor 202 generates the first information report
to identify as at to what type of distress is faced by the user of the user device 102A,
102B..102N. Further, based on said first information report, the processor 202 of the
10 assistance management server 104 may be configured to decide whether the assistance
is required for one of the theft, loss, medical condition, altercation, transit, information
or any other similar problem.
[0062] The processor 202 may be further configured to simultaneously track the live
15 location of the user through the user device 102A, 102B..102N. In an exemplary
embodiment, in order to track the live location of the user, the processor may use
navigation unit (not shown) of the assistance management server 104. Once, the live
location of the user device 102A, 102B..102N is tracked and the first information
report has been generated, the processor 202 is configured to locate at least one ground
20 assistance (not shown) in close vicinity to the user device 102A, 102B..102N. In an
exemplary embodiment, the processor 202 may be configured to track one or more
ground assistance devices 108A, 108B…108N via web presence 106 at all times, so
as to track their current location. Further, it is to be appreciated, each of said user
assistance device 108, 108B…108N is handled by a ground assistant (now shown)
25 that has a vehicle (not shown) with them.
[0063] Further, once the processor 202, of the assistance management server 104 has
located one or more ground assistance device from the ground assistance devices
108A, 108B…108N in the vicinity of the user device 102A, 102B..102N, it selects
30 the closest located ground assistance and connects the closest located ground
assistance device 108A, 108B…108N with the user device 102A, 102B..102N. The
20
processor 202 is further configured to share the necessary information with the
selected ground assistance device 108A, 108B…108N. In an example, the necessary
information provided by the assistance management server 104 to the selected ground
assistance device 108A, 108B…108N may include at least one of: detailed copy of
5 first information report, type of assistance requested by the user device 102A,
102B..102N, live location of the user device 102A, 102B..102N etc.
[0064] Further, in an exemplary embodiment, it shall be appreciated that the processor
202 of the assistance management server 104 remains in constant touch with the
10 selected ground assistance device 108A, 108B…108N, located in the vicinity of the
user device 102A, 102B..102N till the time assistance requested by the user of the
user device 102A, 102B..102N is received. In one example, the assistance
management server 104 may remain in constant touch with the selected user
assistance device 108A, 108B..108N to provide various functionalities described in
15 above paragraphs and the same is not illustrated for the sake of brevity.
[0065] It is also to be appreciated that the processor 202 of the assistance management
server 104 is configured to share with the user device 102A, 102B…102N, from
which the concern for distress has been raised details including at least one of name,
20 contact number, vehicle number and live location of the closest located ground
assistance, after the connection between the user device 102A, 102B…102N and the
closest located ground assistance 108A, 108B..108N has been established.
[0066] In another embodiment, if the processor 202 of the assistance management
25 server 104, based on first information report generated, decides that the
problem/concern cannot be resolved by the ground assistance or there is no ground
assistance available, the assistance management server 104 will try to provide the help
to the user from at least one of a plurality of third party servers that remain connected
to the assistance management server as shown in figure 1.
30
21
[0067] Figure 3 discloses the user interface of a communication platform 300 resident
on the user devices 102A, 102B..102N. Said interface 300 is just for the exemplary
illustration and explains only some of the essential functionalities and does not
disclose all the functionalities of the real communication platform 300. As shown in
5 figure 3, said communication platform 300 when opened allows the user to select from
a plurality of pre-defined templates exemplifying the type of distress/concerm faced
by the user. In an exemplary embodiment some of the pre-defined templates
exemplifying the type of concerns may include but are not limited to theft, loss,
medical condition, altercation, transit, information or any other similar problem, such
10 as denoted by C1-C8.
[0068] Said communication platform 300 further allows the user of the device 102A,
102B..102N to either raise the concern through text message or through call , if the
pre-defined templates are unable to provide necessary information to the user. In
15 addition, said communication platform is equipped to provide the major updates of
the current situation of the location where the user is present. In an exemplary
embodiment, as explained in above paragraph, if the German tourist/user has landed
at Delhi Airport, he/she would be provided with the necessary information such as
situation on COVID19 in Delhi and in India. It is to be appreciated that the above
20 example is just for the sake of illustration. However, the communication platform
300 may be equipped to provide endless such information/alerts to the user, which
may be of concern to him.
[0069] Additional details with respect to functionalities of the various devices
25 disclosed in the system 100 are described in the following paragraphs.
[0070] The method 400 of figure 4 illustrates, at step 402, receiving, via the
transceiver 206, a request for assistance from a user via a user device 102A,
102B..102N, wherein the user device 102A, 102B..102N is connected to the assistance
30 management server 104 through a communication platform.
22
[0071] At step 404, the method 400 discloses identifying, via the processor 202, a
type of assistance required by the user. In an exemplary embodiment, the step of
identifying the type of assistance required by the user, the method includes allowing
server 104 to interact with the user through the user device 102A, 102B..102N to
5 gather essential information such as asking for location of the user, what kind of
distress the user has faced, what kind of assistance does the user require, when the
user requires that assistance and similar basic information.
[0072] At next step 406, the method 400 discloses identifying, via the processor 202,
10 live location of the user based on the location of the user device 102A, 102B..102N.
Further, the method 400 at step 408 includes locating, via the processor 202, one or
more ground assistance available in the vicinity of the user.
[0073] If the method 400 at step 410 locates the closest located ground assistance, the
15 method 400 moves to next step 412 which comprises connecting, via the transceiver,
the closest located ground assistance with the user device 102A, 102B..102N, in realtime, to provide assistance to the user.
[0074] Wherein, in case there is no ground assistance accessible in the vicinity of the
20 user, the method 400, at step 414 discloses connecting, via the transceiver 206, the
user device 102A, 102B..102N to at least one of a plurality of third-party servers to
provide assistance to the user.
[0075] While various aspects and embodiments have been disclosed herein, other
25 aspects and embodiments will be apparent to those skilled in the art. It may be
pertinent to note that various aspects and embodiments disclosed herein are for
purposes of illustration and are not intended to be limiting, with the true scope being
indicated by the following claims.
30 [0076] Reference Numerals:
23
Reference numbers Description
100 System for ground assistance
102A, 102B…102N User device
104 Assistance management server
106 Web presence
108A, 108B…108N Ground assistance device
110A, 110B…110N Third party servers
200 Assistance management server
202 processor
204 memory
206 transceiver
208A, 208B…208N System of technical professionals
210A, 210B..210N Technical professionals
300 Communication platform
C1-C8 Predefined templates of concerns/distress
400 Method
402-414 Method Steps for providing ground assistance

We Claim:
1. An assistance management server to provide real-time assistance, said
server comprising:
5 a processor operatively coupled to a memory and at least one pair of
transceivers, the assistance management server being configured to:
receive, via the transceiver, a request for assistance from a user via a
user device, wherein the user device is connected to the assistance
management server through a communication platform;
10 identify, via the processor, a type of assistance required by the user;
identify, via the processor, live location of the user based on the
location of the user device;
locate, via the processor, one or more ground assistance available in
the vicinity of the user; and
15 connect, via the transceiver, the closest located ground assistance with
the user device, in real-time, to provide assistance to the user,
wherein, in case there is no ground assistance accessible in the vicinity
of the user, connect, via the transceiver, the user device to at least one of a
plurality of third-party servers to provide assistance to the user.
20
2. The assistance management server as claimed in claim 1 is configured
to receive the request for assistance from the user device in at least one of text
message, audio call or video call form.
25 3. The assistance management server as claimed in claim 1, wherein to
identify the type of assistance required by the user, the server is configured to interact
with the user through the user device to gather essential information such as asking
for location of the user, what kind of distress the user has faced, what kind of
assistance does the user require, when the user requires that assistance and similar
30 basic information.
25
4. The assistance management server as claimed in claim 1, wherein to
locate the one or more ground assistance available in the vicinity of the user, the server
is configured to track the live location of: the user device and one or more ground
assistance devices in a pre-defined geographical parameter.
5
5. The assistance management server as claimed in claim 1, is further
configured to share with the closest located ground assistance information details
including at least live location of the user, type of distress faced by the user, type of
assistance required and contact details of the user.
10
6. The assistance management server as claimed in claim 1, is further
configured to share with the user device the information details including at least one
of name, contact number, vehicle number and live location of the closest located
ground assistance, upon connecting the user to the closest located ground assistance.
15
7. An interactive communication platform residing on a user device and
operatively connected to the assistance management server to receive real-time
assistance, said communication platform be configured to:
send a request for assistance to the assistance management server;
20 receive from the assistance management server a request for providing
necessary information, in response to sending the request for assistance;
share with the assistance management server the requested
information;
receive a connection request, from the assistance management server,
25 to connect to closest located ground assistance identified by the assistance
management server;
connect the user device to said ground assistance, in real-time, to
receive assistance; or
connect the user device to at least one of a plurality of third-party
30 servers to provide assistance to the user, in case there is no ground assistance
accessible in the vicinity of the user device.
26
8. A system to provide real-time assistance to a user, said system
comprising:
an assistance management server;
a plurality of user devices connected to the assistance management
5 server; and
a plurality of third-party servers connected to the assistance
management server, wherein said assistance management server is configured to:
receive a request from at least one of a plurality of the user devices,
wherein each of said user device remain connected to the distress management
10 device through a communication platform;
identify a type of assistance required by the user device;
identify live location of the user from where the request is generated;
locate one or more ground assistance available in the vicinity of the
user device; and
15 connect the closest located ground support with the user device, in realtime, to provide assistance to the user,
wherein in case there is no ground support accessible in the vicinity of
said user device, assistance management server being configured to connect
the user device to at least one of a plurality of third-party servers to provide
20 assistance to the user.
9. A method for providing real-time assistance, said method comprising:
receiving, via the transceiver, a request for assistance from a user via
a user device, wherein the user device is connected to the assistance management
25 server through a communication platform;
identifying, via the processor, a type of assistance required by the user;
identifying, via the processor, live location of the user based on the
location of the user device;
locating, via the processor, one or more ground assistance available in
30 the vicinity of the user; and
connecting, via the transceiver, the closest located ground assistance
27
with the user device, in real-time, to provide assistance to the user,
wherein, in case there is no ground assistance accessible in the vicinity
of the user, connecting, via the transceiver, the user device to at least one of a plurality
of third-party servers to provide assistance to the user.

10. The method as claimed in claim 9 further comprising receiving the
request for assistance from the user device in at least one of text message, audio call
or video call form.
10 11. The method as claimed in claim 9, wherein for identifying the type of
assistance required by the user, the server is configured for interacting with the user
through the user device to gather essential information such as asking for location of
the user, what kind of distress the user has faced, what kind of assistance does the user
require, when the user requires that assistance and similar basic information.
15
12. The method as claimed in claim 9, wherein for locating the one or more
ground assistance available in the vicinity of the user, the server is configured for
tracking the live location of: the user device and one or more ground assistance
devices in a pre-defined geographical parameter.

13. The method as claimed in claim 9, is further configured for sharing
with the closest located ground assistance information details including at least live
location of the user, type of distress faced by the user, type of assistance required and
contact details of the user.

14. The method as claimed in claim 1, is further configured for sharing
with the user device the information details including name, contact number, vehicle
number and live location of the closest located ground assistance, upon connecting
the user to the closest located ground assistance.