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General Motors to use Google AI chatbot for its OnStar service | TechCrunch

Aug 29, 2023 - techcrunch.com
General Motors (GM) is now using Google Cloud's Dialogflow, a conversational chatbot, to handle non-emergency features of its in-car concierge, OnStar. The announcement was made at the Google Cloud Next 23 event, with GM stating that the chatbot can provide drivers with responses to common queries like routing and navigation assistance. The move is part of GM's vision to build a $25 billion subscription business by 2030.

Since 2019, GM has been integrating Google's services into its new vehicles, replacing Apple CarPlay and Android Auto with Google Assistant, Maps, and Play. With Dialogflow, OnStar is now handling over 1 million customer inquiries per month in the U.S. and Canada. The chatbot can also answer customer questions about GM vehicles and product features, and can identify phrases that may indicate an emergency situation, quickly routing the call to a human advisor.

Key takeaways:

  • General Motors is using Google Cloud’s conversational chatbot, Dialogflow, to handle some non-emergency OnStar features.
  • OnStar, GM’s in-car concierge, has been powered by Google Cloud’s conversational AI since its launch in 2022, providing drivers with responses to common queries like routing and navigation assistance.
  • GM has been building new vehicles with Google built-in since 2019, and plans to phase out Apple CarPlay and Android Auto in favor of Google built-in.
  • With the help of Dialogflow, GM's OnStar virtual assistant is now handling more than 1 million customer inquiries per month in the U.S. and Canada.
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