General Motors (GM) has recently announced a groundbreaking partnership with Google, revolutionizing its OnStar service by incorporating advanced artificial intelligence (AI) technology. Rather than relying on traditional customer service channels, GM is now utilizing AI chatbots to streamline operations and enhance user experiences. This collaboration has introduced the OnStar Interactive Virtual Assistant (IVA), an innovative solution designed to provide customized responses to customer inquiries and requests.
Powered by Google’s cutting-edge Cloud conversation AI technology, known as Dialogflow, the OnStar IVA has rapidly become an integral part of GM’s customer service offerings. With Dialogflow handling over 1 million customer inquiries monthly in the United States and Canada, GM customers can now enjoy efficient and personalized assistance with tasks such as routing and navigation.
The AI chatbots have been integrated into most GM vehicles manufactured from 2015 onwards, as long as they are equipped with the OnStar system. These virtual assistants primarily handle non-emergency services, but they are continually evolving to meet customer needs. GM envisions a future in which the IVA can differentiate between emergency and non-emergency requests, ensuring immediate attention from emergency response operators when necessary.
From a user perspective, the OnStar IVA aims to deliver a seamless experience. Customers will hear the familiar OnStar “voice” when engaging with the service and can expect prompt and efficient assistance without the burden of long hold times. As GM enhances the technology further, the IVA will be capable of addressing more complex requests related to car ownership, buying, and other in-car experiences.
While GM’s collaboration with Google’s Dialogflow is an exciting development, it is just one aspect of their evolving relationship. GM has been progressively integrating Google products, such as Maps and Music, into their vehicles’ infotainment systems. In fact, future GM cars, beginning with the 2024 Chevrolet Blazer EV, will feature an exclusive Google infotainment system, replacing the popular Apple CarPlay and Android Auto “phone projection” systems. This transformation has generated enthusiasm among customers and GM dealers, although some concerns have been raised regarding the transition.
In addition to its collaboration with Google, GM is also leveraging non-Google AI technology. Through the use of ChatGPT, GM enables customers to find answers to questions in the owner’s manual, program integrated garage door openers, and sync car schedules with online calendars.
This partnership between GM and Google represents a pivotal moment in the automotive industry. By harnessing the power of AI chatbots and sophisticated conversational AI technology, GM is revolutionizing the way customers interact with their vehicles and is setting a new standard for personalized and efficient assistance.
1. What is the OnStar Interactive Virtual Assistant (IVA)?
The OnStar IVA is an AI-powered virtual assistant developed by General Motors (GM) in collaboration with Google. It utilizes Google’s Cloud conversation AI technology, known as Dialogflow, to provide customized responses to customer inquiries and requests.
2. Which GM vehicles are compatible with the OnStar IVA?
Most model year 2015 and newer GM vehicles connected by OnStar are compatible with the OnStar IVA.
3. How does the OnStar IVA handle emergency requests?
While the OnStar IVA primarily focuses on non-emergency services, GM is working on enhancing its capabilities to differentiate between emergency and non-emergency requests. In the future, emergency requests will be promptly routed to appropriate emergency response operators.
4. What other AI technologies is GM utilizing?
Apart from its collaboration with Google, GM is also utilizing non-Google powered AI technology called ChatGPT. ChatGPT helps customers find answers to questions in the owner’s manual, program integrated garage door openers, and integrate schedules from online calendars into their vehicles.