General Motors and Google Cloud Collaborate on AI-Powered OnStar Virtual Assistant
Customer Company Size
Large Corporate
Region
- America
Country
- United States
- Canada
Product
- OnStar Interactive Virtual Assistant (IVA)
- Google Cloud Dialogflow
- Google Assistant
Tech Stack
- Conversational AI
- Intent Recognition Algorithms
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
Technology Category
- Analytics & Modeling - Generative AI
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Automotive
Use Cases
- Predictive Maintenance
- Remote Asset Management
Services
- Cloud Planning, Design & Implementation Services
- System Integration
About The Customer
General Motors (GM) is a global automotive company committed to advancing an all-electric future. With a focus on inclusivity and accessibility, GM operates under several well-known brands, including Chevrolet, Buick, GMC, Cadillac, Baojun, and Wuling. The company is at the forefront of automotive innovation, particularly with its Ultium battery platform, which powers a range of vehicles from mass-market to high-performance models. GM's commitment to safety and connected vehicle technology is exemplified by its OnStar service, a leader in providing safety services and advanced connectivity solutions. GM's collaboration with Google Cloud reflects its dedication to leveraging cutting-edge technology to enhance customer experiences and drive digital transformation across its operations.
The Challenge
General Motors (GM) sought to enhance its customer service capabilities by integrating advanced AI technologies into its OnStar service. The challenge was to provide a seamless, efficient, and responsive customer experience that could handle a high volume of inquiries while distinguishing between routine and emergency situations. GM aimed to leverage AI to improve the accuracy and speed of responses, reduce hold times, and allow human advisors to focus on more complex customer needs. Additionally, GM wanted to explore the potential of generative AI applications across its business operations, building on its existing collaboration with Google Cloud.
The Solution
To address its challenges, GM partnered with Google Cloud to integrate conversational AI technology into its OnStar service. The OnStar Interactive Virtual Assistant (IVA) was launched, utilizing Google Cloud's Dialogflow technology to power advanced intent recognition algorithms. This integration enabled the OnStar IVA to handle over 1 million customer inquiries monthly, providing routing and navigation assistance with a natural-sounding voice. The system was designed to quickly understand and respond to customer requests, distinguishing between routine inquiries and potential emergency situations. This allowed OnStar Advisors to dedicate more time to complex customer interactions requiring human intervention. Additionally, GM deployed chatbots using Dialogflow technology to assist customers with questions about GM vehicles and product features. These chatbots, active on GM's corporate and vehicle brand websites, provided quick answers to inquiries, enhancing customer convenience and engagement. The successful deployment of these AI technologies has paved the way for future generative AI applications, with GM and Google Cloud exploring new business-wide opportunities.
Operational Impact
Quantitative Benefit
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