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Google’s artificial intelligence chatbot will be integrated into GM’s OnStar service

GM has found a new way to join the generative AI revolution. The automaker now handles non-emergency OnStar features with Google Cloud’s Dialogflow chatbot.

GM announced the partnership Tuesday during Alphabet CEO Sundar Pichai’s Google Cloud Next 23 keynote.

Since 2022, GM’s OnStar in-car concierge has used Google Cloud’s conversational AI for intent-recognition algorithms. Modern advancements allow it to answer drivers’ routing and navigation questions.

The OnStar upgrade supports GM’s goal of building a $25 billion subscription business by 2030.

“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 GM executive vice president of software and services Mike Abbott. “Our software-led approach has accelerated customer service creation and GM enterprise efficiency. Another example of our efforts to transform customer engagement with our products and services is Google Cloud.

Since 2019, GM has built new cars with Google built-in, including Google Assistant, Maps, and Play on the infotainment systems. In April, the automaker announced it would replace Apple CarPlay and Android Auto with Google built-in.

GM says its OnStar virtual assistant handles over 1 million customer inquiries per month in the U.S. and Canada with Dialogflow. The service is available in most 2015 and newer GM vehicles.

The chatbot helps OnStar understand a customer’s request the first time and respond with a “modern, natural sounding voice,” according to GM.

OnStar’s chatbot can answer simple questions from GM vehicles’ non-emergency blue button in addition to routing and turn-by-turn directions. GM says the chatbot can also identify emergency phrases and quickly transfer the call to a human advisor.

Dialogflow uses technical data from GM’s vehicle data caches to answer customer questions about GM vehicles and features. Customers can ask the bot about GM’s 2024 EV lineup or how to use new car tech.

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