GM uses Google's artificial intelligence chatbots to handle simple OnStar calls

General Motors is using artificial intelligence chatbots to handle simple OnStar service calls to free up employees for more complex tasks.

Here's What We Know

GM talked about its use of AI at the Google Cloud Next conference. The company has introduced Dialogflow technology that will allow OnStar's virtual assistant to handle more than 1 million requests per month.

AI is mainly used to handle simple tasks such as turn-by-turn navigation. However, OnStar's virtual assistant is trained to recognise certain words or phrases that could indicate an emergency and direct the call to a qualified professional.

According to GM, the switch to AI has reduced wait times and generated a mostly positive response. The chatbot has also allowed OnStar technicians to spend more time with customers with queries that require a human touch, the company added.

The feature is currently available in the U.S. and Canada in most 2015 model year and newer vehicles with OnStar.

Source: The Verge