The shift to AI has reduced wait times and received mostly positive feedback, as it allows OnStar specialists to dedicate more time to requests that need a human touch. GM is also using generative AI, such as ChatGPT, to assist vehicle owners in finding information in their user handbook, programming functions, or integrating schedules from a calendar.
Key takeaways:
- General Motors (GM) is using conversational AI chatbots to handle simple OnStar calls, freeing up human employees to handle more complex requests.
- GM introduced its OnStar Interactive Virtual Assistant in 2022, which uses Google Cloud’s conversational AI technologies to provide responses to common inquiries and navigation assistance.
- GM has extended its collaboration with Google Cloud with the deployment of Dialogflow, which allows OnStar’s virtual assistant to handle over 1 million customer inquiries a month.
- The use of AI has decreased wait times and led to mostly positive reactions, with the chatbot freeing OnStar specialists to spend more time with customers on requests that require a human touch.