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Like many car manufacturers, General Motors is no stranger to generative AI. Earlier this year, the automaker started developing an AI driving assistant with ChatGPT. Now, it looks like GM has found another use for generative AI to support its OnStar service.
The automaker announced on Tuesday, coinciding with Google’s Cloud Next conference, that it is now using Google Cloud’s conversational AI chatbot, called Dialogflow, to service simple OnStar calls (via TechCrunch). According to the company, this frees up the service’s employees to address more complex requests.
“Generative AI has the potential to revolutionize the buying, ownership, and interaction experience inside the vehicle and beyond, enabling more opportunities to deliver new features and services,” said Mike Abbott, GM’s VP of Software and Services. “The work with Google Cloud is another example of our efforts to transform how customers engage with our products and services.”
GM first debuted its OnStar Interactive Virtual Assistant — essentially, the automaker’s in-car concierge service — in 2022. GM’s service is powered by algorithms that use Google Cloud’s conversational AI technologies. This means that, with the AI software, OnStar members can receive answers to common inquiries, as well as routing and navigation assistance.
GM is now using Google’s conversational chatbot to handle OnStar requests.
Now, the auto manufacturer extended its collaboration with Google Cloud with the deployment of the tech company’s Dialogflow. This allows OnStar’s virtual assistant to handle more than 1 million customer inquiries a month. The technology is now available in the US and Canada in most model year 2015 and new vehicles with OnStar.
Previously, GM’s use of AI was limited to simple requests like turn-by-turn navigation. But OnStar’s virtual assistant is trained to recognize certain words that might indicate an emergency. It will then route the call to a trained specialist.
GM’s relationship with Google started several years before the virtual assistant’s 2022 debut. The two companies initially joined forces in 2019 when GM named its first vehicles with Google built-in, with more GM vehicles to follow. This allowed users to easily access Google Assistant, Google Maps and Google Maps directly from the cars’ visual displays.
The shift to AI means that OnStar specialists are “able to spend more time with customers with requests that require a human touch.” The company further notes that it’s already planning for future uses of AI in its vehicles.