General Motors is developing artificial intelligence and connectivity technologies to revolutionize mobility services. GM's OnStar platform connects over 12 million vehicles globally by the end of 2016, using data-driven algorithms to personalize customer experiences. OnStar has increased customer loyalty for Opel brands and provides benefits like automatic crash response, remote diagnostics, and stolen vehicle assistance.

2. www.opel.com
Artificial Intelligence at Mobility Service Disposal
GENERAL MOTORS EUROPE
16th June 2016
Andrea Neri, General Motors Europe

3. FUTURE IS ACCELERATING
3
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.

4. 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

5. 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

6. 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.

7. 7
By the end of this year, we’ll have
12 million vehicles on four
continents connected through our
OnStar technology.

8. ARTIFICIAL INTELLIGENCE
Algorithms and predictive models connect
vehicles, customers and our operators.

9. ARTIFICIAL INTELLIGENCE
to dialogue on right time,
on right topics
if required,
and
following customer preference

10. ON STAR FEATURES
AUTOMATIC
CRASH RESPONSE
DESTINATION
DOWNLOAD
WI-FI
SMARTPHONE
FUNCTION
STOLEN VEHICLE
ASSISTANCE
VEHICLE
DIAGNOSTICS

11. 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

12. ON STAR IMPACTS ON OPEL BRAND

13. 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 €

14. 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

15. 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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