United StatesManufacturing2022 – ongoing

General Motors

OnStar Interactive Virtual Assistant

GM's OnStar virtual assistant handled more than 1 million inquiries a month, Google Cloud reported

WorkingVendor case studyVendor ↗

Problem

OnStar needed to answer routine navigation requests while keeping human advisors available for emergencies and complex customer needs.

Approach

GM launched its OnStar Interactive Virtual Assistant in 2022 using Google Cloud's Dialogflow intent-recognition technology. It answered common inquiries and provided navigation assistance. It also sought to recognize possible emergencies and route those calls to emergency advisors.

Results

more than 1 millionmonthly OnStar virtual-assistant inquiries in the United States and Canada, reported by Google Cloud in 2023Vendor case study[1]

Takeaway

The assistant handled routine requests within a service that retained specialist human emergency support. The disclosed volume measured inquiries handled rather than labor savings.

Sources

General Motors Teams Up with Google Cloud on AI Initiatives
Google Cloud29 Aug 2023Vendor publication

Source summaries

[1]Google Cloud29 Aug 2023

Google Cloud described the OnStar assistant's operational use of Dialogflow for common inquiries and navigation. It reported more than 1 million monthly inquiries in the United States and Canada, with human advisors handling requests requiring personal assistance.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026