Drivers of GM vehicles may be familiar with the experience of having a question, pressing their blue OnStar button and hearing a soothing voice asking them how it can help. What they may not know is that voice is powered by Google’s “Dialogflow” AI technology.
Since 2022, GM OnStar’s Interactive Virtual Assistant (IVA) has been the first point of contact for owners who press the non-emergency OnStar button. In that time, it has received more than 1 million queries from customers in the U.S. and Canada, and all of the responses have been powered by Google 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.”
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The implementation of AI within GM’s vehicles actually started in 2019, when it decided to introduce Google built-in functions to its infotainment systems. Giving drivers access to things like Google Maps, Google Play, and, importantly, Google Assistant, it formed the bedrock of the automaker’s relationship with the tech company.
Today, AI helps GM OnStar handle quick and simple questions from drivers. For any questions too complex for it to answer, Google’s intent-recognition algorithms help get the question to the right human operator, who can then answer. It also looks out for words that may indicate that an emergency is happening, and can route the call to trained 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.”
GM says that the success of Google AI’s implementation into its vehicles has opened the door to more collaboration between the two companies.
“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.
Correction, August 30, 2023: A previous version of this article incorrectly identified the AI currently used by GM as generative.
