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

Basic Motors is taking Google’s AI chatbot on the highway. The automaker introduced right this moment that it’s utilizing Google Cloud’s Dialogflow to automate some non-emergency OnStar options like navigation and name routing. Crucially, the automaker claims the bot can pinpoint key phrases indicating an emergency scenario and “rapidly route the decision” to educated people when wanted. GM says the system frees up OnStar Advisors to spend extra time with prospects requiring a stay human.

In keeping with GM, the OnStar Interactive Digital Assistant (IVA) has used Google Cloud’s Dialogflow beneath the hood since IVA’s 2022 launch. The digital voice assistant can deal with widespread buyer questions and assist with routing and navigation, together with turn-by-turn instructions. The businesses see the collaboration as increasing down the highway. “The profitable deployment of Google Cloud’s AI in GM’s OnStar service has now opened the door to future generative AI deployments being collectively piloted by Basic Motors and Google Cloud,” the businesses wrote in a joint press launch.

The automaker says Google Cloud’s AI has allowed OnStar to raised perceive buyer requests on the primary strive. As well as, it says prospects have reacted positively to avoiding maintain instances as they’ll rapidly start chatting with an AI-powered bot with a “trendy, pure sounding voice.” GM says the digital assistant now handles over a million buyer inquiries per 30 days within the US and Canada. OnStar IVA is offered in most GM automobiles, 2015 and newer, with OnStar connections.

GM has additionally reportedly labored on growing a ChatGPT-powered assistant for its automobiles, though it isn’t but clear if that mission remains to be on the desk.

“Generative AI has the potential to revolutionize the shopping for, possession, and interplay expertise contained in the automobile and past, enabling extra alternatives to ship new options and providers,” Mike Abbott, GM’s govt vice chairman of software program and providers, wrote within the press launch. “Our software-led method has accelerated the creation of compelling providers for our prospects whereas driving elevated effectivity throughout the GM enterprise. The work with Google Cloud is one other instance of our efforts to rework how prospects have interaction with our services.”

The businesses additionally introduced right this moment that Google’s Dialogflow tech is behind chatbots on the GM web site, much like the slew of OpenAI-powered assistants that started popping up because the launch of the ChatGPT API earlier this yr. GM’s net bots can “conversationally assist reply buyer questions on GM automobiles and product options primarily based on the technical info from GM’s in depth automobile information repositories,” based on the automaker.

“Basic Motors is on the forefront of deploying AI in sensible and efficient ways in which finally create higher buyer experiences,” Thomas Kurian, Google Cloud CEO, wrote right this moment. “We’re trying ahead to a deepened relationship and extra collaboration with GM as we discover how the corporate makes use of generative AI in transformational methods.”