General Motors (GM) is deepening its collaboration with Google, focusing on the use of artificial intelligence (AI) in its business. The companies have been working closely together for years, with GM introducing vehicles integrated with Google services in 2019. Last year, GM started using Google Cloud's conversational AI technology, Dialogflow, to power its OnStar Interactive Virtual Assistant (IVA). This technology has improved OnStar's ability to understand and respond to customers, providing more natural-sounding voice interactions. The OnStar IVA not only assists with non-emergency inquiries but also identifies phrases and words that may indicate an emergency and quickly routes the call to OnStar's emergency Advisors.
GM is now exploring additional applications for Google's generative AI capabilities. It plans to use Dialogflow to handle customer questions about vehicles and product features, deploying chatbots across its corporate website and brand websites. The virtual assistant currently handles over a million inquiries per month in the US and Canada.
Mike Abbott, GM's executive vice president of software and services, believes that generative AI has the potential to revolutionize the buying, ownership, and interaction experience inside and outside the vehicle, offering new features and services. Google Cloud CEO Thomas Kurian commended GM for deploying AI in practical and effective ways that enhance customer experiences. He expresses excitement about a deepened relationship and increased collaboration with GM as they explore transformative uses of generative AI.
This partnership between GM and Google showcases the growing importance of AI in the automotive industry. By leveraging Google's AI capabilities, GM aims to enhance customer engagement and provide better products and services. As the use of AI continues to expand, it will be interesting to see how GM and other automakers integrate this technology into their operations and improve the overall driving experience.