Scenarios
Danger to life definition
What is (shots fired nearby, explosion nearby)?
Note: Even if AV was not impacted or involved with the incident
Team we should connect with for additional scene context
What is Remote Assistance?
Confirmed Elevated UPI - 1st step
What is request emergency services via OnStar by adding the OnStar Advisor to the HALO session?
Documentation that we will fill out for an Elevated UPI
What is the Escalation Form?
AV Triggered Scripting
What is "Hi [Rider name], this is [Your name] with Cruise. I’m calling because we’ve detected an interruption in your trip?"
Biohazard Definition per the KB.
What is substances that made contact with the vehicle that could be a biohazard or require the AV to be downed for cleaning (such as urine, blood, feces, etc.)?
Tool we should use to gain scene context
What is Interior Streaming and RAs Google Meet?
Type of information that we'd need to provide to OnStar.
1. What is A high level description?
2. What is if OnStar doesn't have the correct coordinates we'd need to provide the address?
3 options that we would give a rider
1. What is transportation to final destination?
2. What is rehail
3. What is alternative transportation
*Bonus* Order in which we'd provide these options and why.
Rider Initiated Scripting
What is "Hi [Rider name], thank you for reaching out to Cruise support, my name is [Your name]. How may I assist you?"
Path Obstructed definition per KB.
What is an individual(s) blocking the AV path?
*Bonus* How many minutes must we wait until we should call OnStar?
Verbal notice we should give riders when streaming the Interior Cameras
What is I'll be accessing the camera stream of (the entire cabin or backseat) in the vehicle to get better visibility of the situation in order to best help you. You'll be notified when I end the stream?
True or False: We should monitor the situation and call OnStar in the event that the UPI elevates.
What is true?
True or False: If the AV is obstructed by something on the road, don't instruct a rider to exit the AV to move the obstruction.
What is true?
KB to review in the event we're unsure if we should call OnStar.
What is "Should I call OnStar?"
Elevated UPI Scenarios - List one scenario
1. What is Intentional physical contact with the car: hitting, kicking, slapping, etc?
2. What is An object is being thrown at the car (contact made): bottles, rocks, skateboards, bikes, bags, etc?
3. What is unauthorized attempt to access the car?
Length of time that the OnStar button should be held in HALO.
What is 3 seconds?
Notes on Calls with OnStar
1. What is remain connected and attentive but quiet on the call until you are asked to provide information to OnStar or the rider?
2. What is keep conversation to a minimum outside triaging with OnStar as outlined in the scripting below?
True or False: We should lower the windows to speak with an UPI.
What is false?
Term that OnStar may use to refer to the rider.
What is patient?