General Motors (GM) is using AI chatbots to handle simple calls for its OnStar service, allowing human employees to handle more complex inquiries, the company announced on Tuesday.
GM shared additional information about its AI usage during Google’s Cloud Next conference, highlighting its collaboration with Google on various fronts including infotainment software and OnStar.
In 2022, GM introduced the OnStar Interactive Virtual Assistant, powered by Google Cloud’s conversational AI, to provide responses to common queries and assist with routing and navigation. The company plans to further incorporate AI into its vehicles for enhanced buying, ownership, and interaction experiences, according to Mike Abbott, GM’s EVP for software and services.
Expanding its partnership with Google Cloud, GM has deployed Dialogflow, enabling OnStar’s virtual assistant to handle over 1 million customer inquiries monthly. This technology is accessible in the US and Canada for most 2015 and newer vehicles with OnStar.
AI primarily manages simpler requests like navigation guidance, while the OnStar virtual assistant is trained to detect keywords indicating emergencies and direct such calls to trained specialists.
The transition to AI has reduced wait times and garnered largely positive feedback, according to GM’s market research. Additionally, the chatbot has given OnStar specialists more time to assist customers requiring a human touch.
GM is no stranger to generative AI, as it has previously announced its intention to employ ChatGPT to assist vehicle owners in finding information, programming functions, and integrating schedules.
