General Motors (GM) and Google Cloud have revealed new details on AI collaboration, which resulted in integrating conversational AI technology into GM vehicles, offering drivers a range of helpful features.
The partnership has harnessed Google Cloud's conversational AI technology to power GM's OnStar Interactive Virtual Assistant (IVA) since its launch in 2022. This AI-driven assistant assists OnStar Members by responding to common inquiries and providing routing and navigation assistance.
Google Cloud's AI in OnStar Service of General Motors
The deployment of Google Cloud's AI in General Motors' OnStar service has paved the way for further generative AI applications being jointly tested by GM and Google Cloud.
GM's focus on exploring broader generative AI applications in partnership with Google Cloud builds on their joint journey initiated in 2019 when GM introduced its first vehicles with integrated Google technology.
This collaboration has grown over time, expanding access to Google Assistant, Google Maps, and Google Play directly from GM vehicles' central displays. Subsequently, Google Cloud's conversational AI technology, Dialogflow, was integrated.
The technology empowered GM's OnStar virtual assistant to handle over a million customer inquiries per month in the US and Canada. This feature is available in most GM vehicles connected by OnStar from model year 2015 and onwards.
Mike Abbott, Executive Vice President of Software and Services at GM, emphasized the potential of generative AI to transform the customer experience and enhance product and service features.
He highlighted how their software-centric approach has allowed efficient service development, ultimately driving customer engagement.
In a statement, Thomas Kurian, CEO of Google Cloud, expressed the company's enthusiasm for the partnership with GM and the potential of generative AI to reshape customer interactions and experiences.
"General Motors is at the forefront of deploying AI in practical and effective ways that ultimately create better customer experiences," said Kurian. "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," he added.
OnStar Interactive Virtual Assistant
The OnStar Interactive Virtual Assistant (IVA), launched in 2022, relies on advanced AI-driven intent recognition powered by Google Cloud's Dialogflow.
This technology assists with routing, navigation, and responding to inquiries initiated through the non-emergency OnStar button in General Motors vehicles.
It not only addresses common inquiries but also identifies phrases indicative of emergency situations, promptly connecting calls to OnStar's specialized emergency advisors.
The integration of this technology has led to a more effective understanding of customer questions, resulting in timely, natural-sounding responses. The consistent "voice" of OnStar across both in-vehicle and phone interactions has been well-received by customers, reducing hold times.
According to GM, the assistance provided by OnStar IVA in navigation queries has allowed OnStar Advisors to dedicate more time to customer requests requiring human assistance.
Furthermore, Google Cloud's Dialogflow technology has enabled GM to deploy chatbots capable of conversational interactions to answer customer questions about GM vehicles and features.
These chatbots utilize technical information from GM's extensive vehicle data repositories to respond quickly and accurately.
GM's use of Dialogflow in its OnStar technology earned a recognition within the technology industry, receiving a "Talent Transformation" award at Google Cloud's annual Next event in San Francisco.
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