General Motors has found a new way to capitalize on the AI buzz. The automaker is now using Google Cloud’s chatbot, called Dialogflow, to handle some of OnStar’s non-emergency features.
GM announced the collaboration along with a keynote delivered by Alphabet CEO Sundar Pichai at the Google Cloud Next 23 event on Tuesday.
OnStar, General Motors’ in-car concierge service, has been powered by intent recognition algorithms that use conversational AI from Google Cloud since its launch in 2022. Recent advances allow it to provide drivers with answers to common inquiries such as steering and navigation assistance.
The move to OnStar’s cutting-edge skills is in line with GM’s larger vision of building a $25 billion subscription business by 2030.
“Generated AI has the potential to revolutionize the buying, ownership and interaction experience inside and outside the vehicle, opening up more opportunities to deliver new features and services,” said Mike Abbott, executive vice president of Software and Services at GM. “Our software-driven approach has accelerated the creation of compelling services for our customers while driving efficiencies across the General Motors organization. Working with Google Cloud is another example of our efforts to transform how customers interact with our products and services.
Since 2019, GM has been building new vehicles with Google built in, meaning the cars are designed with the Google Assistant, Maps and Launch, and can be accessed directly from the vehicles’ infotainment systems. And in April, the automaker said it would Phase out Apple CarPlay and Android Autowhich allows drivers to mirror their smartphone screens onto the car’s dashboard screen, for Google’s built-in benefit.
GM says that with the help of Dialogflow, its OnStar virtual assistant now answers more than 1 million customer inquiries per month in the United States and Canada. The service is available on most 2015 and newer GM vehicles.
The OnStar chatbot has helped it better understand a customer’s request the first time they speak, and can respond with a “speaking, natural voice,” according to GM.
Aside from routing and turn-by-turn directions, OnStar’s chatbot can assist with simple questions from the blue OnStar button for non-emergency GM vehicles. GM says its chatbot can also pick up phrases and words that might indicate an emergency and quickly route the call to a human advisor.
Dialogflow can also answer customer questions about GM vehicles and product features based on technical information from the automaker’s vehicle data cache. Customers can ask the robot about GM’s new 2024 EV lineup or how to use the new tech features in their vehicles.