GENERAL MOTORS IS USING GOOGLE’S AI CHATBOT – INTERACTIVE VIRTUAL ASSISTANT
General Motors is using conversational AI chatbots to handle simple OnStar calls, so that the human employees can be free from addressing more complex requests. It provides responses to common inquiries such as routing and navigation assistance.
The technology is now available in the US and Canada. AI is used to handle mostly simple requests, like turn-by-turn navigation. But the OnStar virtual assistant is trained to recognize certain words or phrases that might indicate an emergency and directs the call to a trained specialist.
The shift to AI has decreased wait times and led to mostly positive reactions from the users. The chatbot has also freed OnStar specialists to spend more time with customers with requests .
The company said that it would use ChatGPT to help vehicle owners find information in their user handbook, program functions such as door code, or integrate schedules from a calendar. It can handle more than 1 million customer inquiries in a month.