General Motors (GM) has partnered with Google to revolutionize customer experiences by integrating AI chatbot technology into its vehicles and website. The automaker has announced that it will be using Google Cloud’s Dialogflow to automate certain non-emergency features of its OnStar system, such as navigation and call routing. This collaboration between GM and Google aims to enhance customer satisfaction by providing quick and efficient solutions to their queries.
The OnStar Interactive Virtual Assistant (IVA) has been utilizing Google Cloud’s Dialogflow since its launch in 2022. The IVA can handle common customer questions, provide turn-by-turn directions, and assist with routing and navigation. By implementing AI technology, GM has improved its understanding of customer requests on the first attempt, leading to a reduction in hold times and allowing customers to start conversing with the AI-powered bot right away. GM reports that the virtual assistant now handles over a million customer inquiries per month in the United States and Canada. This feature is available in most GM vehicles manufactured in 2015 and onwards, equipped with OnStar connections.
Not only has GM utilized Google’s AI capabilities for its OnStar system, but it has also been working on developing a ChatGPT-powered assistant for its vehicles. While further details about this project have not been disclosed, GM recognizes the potential of generative AI to revolutionize the buying, ownership, and interaction experiences both inside and outside the vehicle. By adopting a software-led approach and collaborating with industry leaders like Google Cloud, GM aims to transform how customers engage with its products and services.
The collaboration between GM and Google extends beyond the OnStar system. The companies have also deployed Google’s Dialogflow technology to power chatbots on the GM website, similar to the OpenAI-powered assistants that have gained popularity recently. These web bots are designed to provide conversational assistance to customers regarding GM vehicles and product features, leveraging information from GM’s extensive vehicle data repositories. By integrating AI chatbots on its website, GM aims to enhance customer engagement and provide seamless access to relevant information.
This partnership exemplifies GM’s commitment to deploying AI in practical and effective ways to enhance customer experiences. Mike Abbott, GM’s executive vice president of software and services, believes that generative AI has the potential to unlock new features and services, transforming the way customers interact with GM’s products. By leveraging AI technology, GM can create compelling services, increase efficiency across the company, and ultimately deliver a superior customer experience.
Thomas Kurian, CEO of Google Cloud, acknowledges GM’s innovative use of AI and looks forward to further collaboration. Kurian believes that GM is at the forefront of implementing AI in ways that drive practical value for customers. The partnership with Google Cloud opens up opportunities for GM to explore the potential of generative AI and how it can be harnessed to create transformational experiences.
In conclusion, General Motors’ integration of Google’s AI chatbot technology in its vehicles and website marks a significant step towards enhancing customer experiences. By automating non-emergency features through Google Cloud’s Dialogflow, GM aims to streamline customer interactions and free up valuable time for its OnStar Advisors to focus on more critical situations. Furthermore, the deployment of AI chatbots on the website improves customer engagement and provides instant access to vehicle-related information. This collaboration between GM and Google sets the stage for future innovations and establishes GM as a leader in leveraging AI to revolutionize the automotive industry.