www.opel.com
Artificial Intelligence at Mobility Service Disposal
GENERAL MOTORS EUROPE
16th June 2016 Andrea Neri, General Motors Europe
FUTURE IS ACCELERATING
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We’re at the start of a revolution that is changing the way people drive and interact with cars …
… And auto industry will change more in the next 5 years
than it has in the last 50.
At GM, we don’t fear this kind of disruption – we are working to lead it.
AND WE ANTICIPATE TRENDS
IoT: Everybody speaks about, but we do. Connected sensors, beacons, devices and apps
Sharing: New places for customers to access to mobility
Mobile: Always-on, always-connected experiences
Data Science: Predictive algorithms to personalize interactions and needs discovery
OUR VISION ON MOBILITY
Car sharing should make it easy to get there and back. In the newest cars. With the latest technologies. At the
best prices.
OWNERS USERS RIDERS
We match drivers with passengers who request rides. Through an app our passengers pay automatically
divers services.
Personal Connectivity and Service Assistance on every GM
vehicle
ON STAR TECHNOLOGY
In 2015, we sold seven times more 4G-equipped vehicles
than the rest of the industry combined.
Our connected platform is the largest of automotive
industry all.
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By the end of this year, we’ll have
12 million vehicles on four
continents connected through our
OnStar technology.
ARTIFICIAL INTELLIGENCE
Algorithms and predictive models connect
vehicles, customers and our operators.
ARTIFICIAL INTELLIGENCE
to dialogue on right time,
on right topics
if required,
and
following customer preference
ON STAR FEATURES
AUTOMATIC CRASH RESPONSE
DESTINATION DOWNLOAD
WI-FI SMARTPHONE
FUNCTION
STOLEN VEHICLE ASSISTANCE
VEHICLE DIAGNOSTICS
EU ONSTAR LAUNCHED APRIL 2015
281.000 On Star Vehicles
289.300 Calls OnStar
Contact Centre
698.000 Mobile App Launches
135.000 OnStar Diagnostics
E-Mails
294.000 Customer Log Ins
To OnStar Customer Portal
ON STAR IMPACTS ON OPEL BRAND
ON STAR BUSINESS BENEFITS
Almost 70% loyal customers with OnStar
Almost 30% loyal customers with No OnStar
1 % of loyalty at pan-European level equals to 1bn €
CUSTOMER ENGAGEMENT
1. Monthly OVD email to customer
2. Integration of OnStar data into service predictions for effective Customer
communication (CRM)
3. Active push of maintenance and diagnostics work to dealers
4. Emergency/accident Notification
5. Track Dealer performance versus benchmark
ARTIFICIAL INTELLIGENCE
Diagnostics data • Airbag • Stability Control • Engine & Transmission • Emissions • Antilock Brakes • Tire Pressure • OnStar System
Customer
Vehicle diagnostics report
ESA
Lead Management
Maintenance data • Odometer • Oil • Fuel
Retailer
Vehicle
Diagnostic data • Odometer • Oil life • Tire Pressure
Check vehicle status
myOpel
Dealer Maintenance Notification
Phase II
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SHARE SAME DIAGNOSTICS WITH NET
