A Google-powered chatbot is handling GM’s non-emergency OnStar calls

GM is embracing Google’s AI chatbot for its non-emergency OnStar calls, making a move to enhance customer service. The company recently revealed that it’s utilizing Google Cloud’s Dialogflow to automate certain functions of OnStar, such as navigation and call routing, that don’t involve emergencies. One of the standout features is the chatbot’s ability to detect keywords that might indicate an emergency and promptly transfer the call to trained human operators. This ensures that urgent situations are handled by real people.

The integration of Google’s AI technology into GM’s OnStar service began with the launch of the OnStar Interactive Virtual Assistant (IVA) in 2022. This virtual voice assistant, powered by Google Cloud’s Dialogflow, efficiently handles common customer inquiries, assists with navigation, and even provides turn-by-turn directions. The partnership between the two companies is viewed as a promising avenue for further collaboration. They stated in a joint press release that their successful deployment of Google Cloud’s AI has paved the way for future generative AI projects that will be tested jointly by General Motors and Google Cloud.

One of the key benefits of Google Cloud’s AI integration, according to GM, is the chatbot’s ability to understand customer requests accurately right from the first interaction. This has significantly improved the customer experience and has received positive feedback from users who appreciate the convenience of bypassing hold times and quickly engaging with an AI chatbot that boasts a “modern, natural sounding voice.”

The impact of this partnership is evident in the numbers – the virtual assistant now handles an impressive one million customer inquiries each month across the United States and Canada. It’s accessible in most GM vehicles produced in 2015 or later, equipped with OnStar connections.

Interestingly, GM has also dabbled with the idea of incorporating a ChatGPT-powered assistant into its vehicles. Although details about this endeavor are scant, it’s indicative of the automaker’s ongoing pursuit of innovative ways to enhance the in-vehicle experience.

Mike Abbott, GM’s executive vice president of software and services, noted the potential of generative AI to revolutionize various aspects of the customer journey, from purchasing to owning and interacting with vehicles. The collaboration with Google Cloud represents GM’s dedication to providing compelling services to its customers while streamlining operational efficiency.

In addition to OnStar, the collaboration has extended to GM’s website, where Google’s Dialogflow technology powers chatbots similar to those driven by OpenAI’s assistants. These web-based chatbots can engage in natural conversations and offer insights about GM vehicles and their features, drawing from the wealth of technical information stored in GM’s vehicle data repositories.

This partnership is a testament to General Motors’ commitment to leveraging AI to improve customer experiences, and Google Cloud’s enthusiasm for the innovative applications of generative AI. As they move forward, the two companies are poised to explore transformative ways to utilize AI technology for the benefit of their customers. Thomas Kurian, CEO of Google Cloud, expressed excitement about the continued collaboration and the potential to make use of generative AI in groundbreaking ways to reshape the automotive industry.

Frequently Asked Questions (FAQs) about AI-powered OnStar Service

What is the collaboration between GM and Google Cloud in relation to OnStar?

General Motors (GM) has joined forces with Google Cloud to enhance its OnStar service using artificial intelligence. They utilize Google Cloud’s Dialogflow to automate non-emergency functions like navigation and call routing, ensuring efficient customer service.

How does the AI chatbot detect emergency situations?

The AI chatbot deployed by GM can detect keywords that indicate emergency situations. If such keywords are identified, the call is swiftly routed to trained human operators, ensuring prompt assistance in urgent scenarios.

What are the benefits of the AI integration in the OnStar service?

The integration of Google Cloud’s AI has led to improved customer interactions. The AI chatbot accurately understands customer requests on the first try, and users appreciate the convenience of interacting with a modern-sounding voice, reducing the need for hold times.

How widely is the virtual assistant used?

The virtual assistant, known as OnStar Interactive Virtual Assistant (IVA), handles over one million customer inquiries monthly in the US and Canada. It’s accessible in most GM vehicles produced in 2015 or later, equipped with OnStar connections.

Are there any future plans for this collaboration?

GM and Google Cloud see this collaboration as a foundation for future generative AI deployments. They’re exploring innovative ways to transform the customer experience and streamline interactions between customers and their vehicles.

Is GM exploring AI integration beyond OnStar?

Yes, GM has also been looking into a ChatGPT-powered assistant for its vehicles. However, details about this project’s progress and status remain limited at this time.

How does the collaboration extend to GM’s website?

Google’s Dialogflow technology powers chatbots on GM’s website, similar to OpenAI-powered assistants. These web-based chatbots provide information about GM vehicles and product features based on technical data stored in GM’s repositories.

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