The effective Integration of Google Cloud’s AI within GM’s OnStar service has initiated the possibility of upcoming collaborative trials between GM and Google Cloud for further generative AI deployments, as stated by GM.
Ever since its introduction in 2022, GM’s OnStar Interactive Virtual Assistant (IVA) has been utilizing advanced purpose-detection algorithms leveraging Google Cloud’s conversational AI capabilities. This integration offers OnStar members solutions to frequently asked questions along with support for routing and navigation.
According to Mike Abbott, GM’s Executive Vice President of Software and Services, the potential of generative AI to revolutionize vehicle experiences both within and beyond the car is considerable. This technology creates opportunities for introducing novel features and services.
Abbott highlights that GM’s approach centered around software has not only resulted in engaging services for their customers but has also enhanced overall efficiency across GM’s operations. The collaboration with Google Cloud stands as another testament to their commitment to reshape how customers interact with their offerings.
GM’s partnership with Google Cloud to explore broader applications of generative AI aligns with their shared journey that began in 2019. This journey commenced when GM integrated Google into their vehicles, marking the first step. Since then, the integration of Google services into GM vehicles has expanded, granting customers convenient access to Google Assistant, Google Maps, and Google Play directly through their vehicle’s central displays.
This collaboration quickly expanded to encompass the utilization of Google Cloud’s Dialogflow, a conversational AI technology. Thanks to this integration, GM’s OnStar virtual assistant has taken on the responsibility of addressing over 1 million customer inquiries per month across the United States and Canada. This service is accessible in most GM vehicles from the model year 2015 and onwards, as long as they are equipped with OnStar connectivity.
Google Cloud CEO Applauds GM’s AI Leadership
Thomas Kurian, the CEO of Google Cloud, commends General Motors for leading the way in implementing AI in practical and impactful manners that ultimately enhance customer experiences. He expresses anticipation for a stronger partnership and further cooperation with GM as they delve into the innovative applications of generative AI for transformative purposes.
The OnStar Interactive Virtual Assistant (IVA) from GM, launched in 2022, leverages advanced AI-driven intent recognition technologies that are powered by Google Cloud’s Dialogflow. This integration facilitates OnStar members with routing and navigation assistance, comprehensive detailed turn-by-turn directions.
The OnStar IVA is designed to handle typical questions prompted by pressing the non-emergency OnStar blue button in GM vehicles. However, it goes beyond this function by aiming to identify specific phrases and words that could indicate an emergency situation. In such cases, it swiftly directs the call to OnStar’s expert emergency Advisors.
Through this technology, OnStar has significantly improved its ability to promptly comprehend customers’ questions or requests the very first time they are spoken. This results in responses delivered in a modern and natural-sounding voice. Irrespective of whether customers are within their vehicles or making a phone call, they experience the familiar OnStar “voice.” This seamless experience has collected positive feedback, particularly for its elimination of hold times during calls.
OnStar IVA and Dialogflow Integration by GM
The successful implementation of the OnStar IVA in aiding GM customers who require navigation assistance has had a domino effect. With navigation requests being efficiently handled by the IVA, OnStar advisors have found themselves with more available time to focus on customers who need personalized assistance, adding that human touch to interactions.
Furthermore, GM is harnessing the capabilities of Google Cloud’s Dialogflow technology to implement chat bots capable of engaging in natural conversations to address customer inquiries regarding GM vehicles and their features. These chatbots draw upon the extensive technical data stored in GM’s vehicle storage.
Through this technology, customers can swiftly obtain answers to queries such as, “Could you provide more information about GM’s 2024 EV lineup?” They can also receive guidance on utilizing novel technological features in their vehicles.
These chatbots are actively operational across GM’s official websites, comprehensive both the corporate site and the websites dedicated to individual vehicle brands. This integration brings added comfort to customers actively seeking specific vehicle-related information.
GM’s strategic decision to incorporate Dialogflow into its OnStar technology has earned recognition within the technology industry.
This achievement will be highlighted at Google Cloud’s annual Next event in San Francisco. Amongst a competitive array of companies spanning various industries that leverage Google Cloud technologies, GM’s extensive and successful utilization of AI has garnered the company Google‘s Talent Transformation award.
The effective integration of Google Cloud’s AI in GM’s OnStar service has led to collaborative AI deployments. GM’s software-focused approach enhances customer experiences and efficiency. Partnership with Google Cloud transforms interactions. GM’s leadership in AI is acknowledged by Google Cloud CEO. This partnership promises a transformative future.