Since its launch in 2022, the GM OnStar Interactive Virtual Assistant (IVA) has been the first point of contact for car owners who tap the non-emergency OnStar button. It now handles more than 1 million customer requests per month in the U.S. and Canada, with all responses generated by Google's AI.
“Our software-led approach has accelerated the creation of compelling services for our customers while driving increased efficiency across the GM enterprise,” said Mike Abbott, executive VP of software and services for GM. “The work with Google Cloud is another example of our efforts to transform how customers engage with our products and services.”
The journey of integrating AI capabilities into GM cars actually began back in 2019. That's when GM opted to include Google’s suite of functions into its in-car infotainment systems. Features like Google Maps, Google Play, and notably Google Assistant became foundational elements of GM's partnership with the technology giant.
Presently, the generative AI in GM’s OnStar service tackles straightforward questions from motorists. For inquiries too complicated for the AI to handle, Google's intent-recognition algorithms direct the question to an appropriate human agent for resolution. Additionally, the system scans for keywords that could signal an emergency and promptly channels such calls to specialized emergency advisors.
“General Motors is at the forefront of deploying AI in practical and effective ways that ultimately create better customer experiences,” said Thomas Kurian, CEO, Google Cloud. “We’re looking forward to a deepened relationship and more collaboration with GM as we explore how the company uses generative AI in transformational ways.”
According to GM, the successful integration of Google’s AI technology has paved the way for further joint ventures between the two corporations.
“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 Abbott.
Source: GM
