General Motors to use Google AI chatbot for its OnStar service

General Motors is using conversational AI chatbots to improve customer service for its OnStar service. OnStar is a subscription-based service that provides roadside assistance, navigation, and other features to GM vehicle owners.

The conversational AI chatbots are powered by Google Cloud's Dialogflow platform. They can answer common questions about OnStar services, such as how to request roadside assistance or how to get directions. The chatbots can also detect emergency situations and transfer the call to a human advisor if necessary.

GM says that the conversational AI chatbots have reduced wait times for OnStar customers and have enabled more personalized interactions. The company plans to further integrate AI into its OnStar services in the future.

Here are some of the benefits that General Motors is seeing from using conversational AI chatbots:

• Reduced wait times: The chatbots can answer common questions immediately, which reduces the wait time for customers who need to speak to a human advisor.
• Personalized interactions: The chatbots can learn about each customer's preferences and needs, which allows them to provide more personalized service.
• Increased efficiency: The chatbots can handle simple tasks, which frees up human advisors to focus on more complex issues.
• Improved customer satisfaction: Customers are more likely to be satisfied with their experience if they can get help quickly and easily.

Other ways that GM is using AI to improve customer service:

• GM is using AI to personalize the infotainment experience in its vehicles. For example, the AI can recommend songs based on the customer's listening history or suggest restaurants based on their location.
• GM is also using AI to improve the accuracy of its predictive maintenance algorithms. This can help GM to identify potential problems with vehicles before they occur, which can help to prevent costly repairs.

Conclusion

General Motors is just one example of a company that is using AI to improve customer service. As AI technology continues to develop, we can expect to see even more innovative ways to use AI to improve the customer experience.