Voice command problem - Anyone else?
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**Cadillac User Experience (CUE)** Discussion, Voice command problem - Anyone else? in Item Specific Cadillac Discussion; Just picked up my 2.0T ATS last week. Having a problem with CUE and voice commands. When I say "call ...
  1. #1
    gibwej is offline Cadillac Owners Member
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    Voice command problem - Anyone else?

    Just picked up my 2.0T ATS last week. Having a problem with CUE and voice commands. When I say "call (contact name)" or "Play (song name, band name, etc...)" and the system finds more than one matching name, the system seems to malfunction. It either displays the list and does not recognize when I say the number (as directed by Cue), or it says to choose a number from the list and never displays the list. I searched the forums and haven't found a similar issue. Anyone else having this problem?

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  3. #2
    Chris Shillinger's Avatar
    Chris Shillinger is offline Cadillac Owners Member
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    Re: Voice command problem - Anyone else?

    Call your dealer or call the specialized Infotainment Customer Support Group at 855-428-3669

  4. #3
    Linda in JAX is offline Cadillac Owners Member
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    Re: Voice command problem - Anyone else?

    I got my 2013 XTS Platinum 2 weeks ago. The voice recognition is terrible. I saved 3 contacts to the car. When it couldn't recognize a short name ["Tom"] I made it longer ["Tom mobile"]. The system has no idea what I am saying. It hears numbers well enough. Just not words. I called the Infotainment Customer Support Group at 855-428-3669. The agent was very nice and walked me thru a 15 minute reset. No improvement. She's going to set up a call with the service adviser at my dealership and let them know what steps we took so far and arrange for the dealership to make sure the latest updates are installed. I asked her if she really believed - in her heart of hearts - that the system would ever be capable of understanding my voice commands. She said she was sure we'd get there But, she didn't promise me her first born child or anything else worth diddly. We'll see.

    My brother's Sierra is just as bad. On the other hand, his Honda Civic's voice recognition system works like a dream by comparison. It makes me think that we backed the wrong horse here with the GM voice recognition. If they cannot deliver a working system, then just don't pretend to offer one and put in one which functions so poorly that people just give up on it. That's the same as nothing.

  5. #4
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: Voice command problem - Anyone else?

    Linda, I believe that you will become like most of us and just ignore the voice command system. Ford's first iteration was also a miserable failure but their new one is supposed to be a lot better. Don't hold your breath waiting for a fix. I am impressed with the Iphone Siri system and how it does not need a prompt or a heads up to understand your questions. It also doesn't give you a stupid tutorial every time you engage it.
    r34220 likes this.

  6. #5
    Cadillac Cust Svc's Avatar
    Cadillac Cust Svc is offline Cadillac Customer Service
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    Re: Voice command problem - Anyone else?

    Hello gibwej,

    Did you you ever contact our CUE team or contact a dealership with the concern you were experiencing? Please keep us updated on the outcome of either scenario.

    Hello Linda in JAX,

    I apologize that you are experiencing the same issue with your CUE system. I do see that the agent is assisting you with getting an appointment made with the dealership. Please keep us updated on the outcome of that visit. Thank you for your input. I will make sure I document it and pass it along to the right people. Thank you very much for your time, we will be looking for your future updates.

    Gregory W.
    Cadillac Customer Care
    Johnfran likes this.

  7. #6
    Linda in JAX is offline Cadillac Owners Member
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    Re: Voice command problem - Anyone else?

    Hi Gregory,

    Thank you for taking the time to look up my incident and to respond on the forum. I have been to the dealership and that was some help, but not much. The voice recognition is still unreliable and the service writer was chuckling as she tried to get it to understand. She got it to call "Tom Mobile", but "Home" was out of the question and "Lin Cell" also beyond Cue's comprehension.

    I was luckier with the nav system. It found the dealership location using the command "Cadillac Dealership" providing me with a list to pick from and then pressing GO. On the way home the nav system located a Starbucks using the same process. But, once I pick the location from the list, why do I have to press GO as well? We all know that is where I want to GO. It increases the seconds that my eyes are not on the road. And -while ideally- we'd all program the nav before we start rolling, from a practical perspective, that's not always going to happen.

    The service visit raised another question:

    You may not be able to help me with this but maybe you can point me to someone who can help. I have almost 600 OnStar minutes. I'd love to be using them. But when I press the phone button on the rear view mirror, I can connect to the OnStar phone only if my smart phone is turned off or if I disable the Bluetooth.

    The Cadillac Infotainment Customer Support specialist had the nerve to say that it works that way because the OnStar minutes should only be used when you forget to bring your cell phone or your cell phone battery is dead, etc. Please - I want full access to the device of my choice. I have already paid for the minutes and they will be forfeited at renewal if I don't buy more and roll the current minutes over. I want to be able to use them easily

    My car is the 2013 XTS Platinum


    Is there a way to select which phone I want to use - without having to turn off Bluetooth on the smart phone?

    Wouldn't it make sense if:
    Press OnStar phone button on the rear view mirror - get OnStar phone
    Press Cue screen - get smart phone
    -OR-
    Press either button and let the car ask "OnStar or Samsung"
    -OR-
    Have a way to define a default set up

    Best regards,


    Linda in Jax

  8. #7
    Cadillac Cust Svc's Avatar
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    Re: Voice command problem - Anyone else?

    Hello Linda in JAX,

    Thanks for responding with an update after you took your vehicle to the dealership. I apologize that the voice recognition system is still unreliable. Could you private message me with your name, contact info, VIN, mileage, dealership you took your vehicle to, and name of the service writer so I can call and talk to her regarding the issue. I am happy to hear that you were luckier with the nav system and I will be sure to document and pass along your input about pressing GO. I will also reach out to the Infotainment support tomorrow to confirm that calling from OnStar only works if your phone is not connected and get back to you regarding that since I do see your frustration at not being able to use those minutes that you paid for. Thank you very much for responding, I will be messaging you privately tomorrow.

    Gregory W.
    Cadillac Customer Care

  9. #8
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: Voice command problem - Anyone else?

    Gregory, I do not understand the private message thig. We are all having the same problems with the voice recognition system so why make it private. The OnStar problem also affects all of us so there too it should be a public message. Can you get it across to the CUE people that we all have learning curves and as we get better responses from the system we move ahead. Why does CUE stay at the entry level and never move to a higher level of recognition? I mean the tutorial and the long winded responses seem to be infantile after a couple of months of use. Without getting negative about CUE it seems to me that there should have been a beta model that GM used on NORMAL people who tested and used it to get the bugs and road blocks out of it. Was there? Is there anything we can hope for that will give us a system that is even minimally usable? Will there be an announcement that the BIG update that cures all of these issues is coming soon? I remember when I found out the truth about Santa, Easter bunny, tooth fairy and Superman. Please don't tell me that CUE is in this group.
    CDN XTS likes this.

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    Cadillac Cust Svc's Avatar
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    Re: Voice command problem - Anyone else?

    Hello inspectorrudy,

    We interact in private messages because there may need to be private information exchanged and we do this to protect our customer’s privacy. It is also to ensure the fact that we are looking at our customer’s cases on a case by case basis. I apologize that the CUE system has not been satisfactory to you. I have made sure I have documented your concerns and input regarding the CUE and passed it along to the correct group within our organization. We are working every day to try and improve our system and resolve bugs. We also document our interactions and concerns so that they are accessible to our organization. Thank you very much for reaching out to us with your input.

    Gregory W.
    Cadillac Customer Care
    Linda in JAX likes this.

  11. #10
    Hoosier Daddy's Avatar
    Hoosier Daddy is offline Moderator
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    Re: Voice command problem - Anyone else?

    Quote Originally Posted by inspectorudy View Post
    Gregory, I do not understand the private message thig. We are all having the same problems with the voice recognition system so why make it private.
    Quote Originally Posted by Cadillac Cust Svc View Post
    Hello inspectorrudy,

    We interact in private messages because there may need to be private information exchanged and we do this to protect our customer’s privacy.
    Just in case it hasn't occured to someone, customers can certainly post what they are told by customer service. So if anything important doesn't get posted, I'd be more upset with the customer who is not prevented from posting by some legal department guidelines.

  12. #11
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: Voice command problem - Anyone else?

    No problem with the lawyers et al just trying to keep up with what others are experiencing and the solutions if any that they receive. I personally have so many unused OnStar minutes that I now call them and have them load the nav route for me or I will lose the minutes at the end of the year. They can also find the nearest gas station and restaurant if I need it without a verbal duel with CUE. Just a thought for those who are like me and have a lot of OnStar minutes to use up.

  13. #12
    CDN XTS is offline Cadillac Owners Fanatic
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    Re: Voice command problem - Anyone else?

    Quote Originally Posted by inspectorudy View Post
    No problem with the lawyers et al just trying to keep up with what others are experiencing and the solutions if any that they receive. I personally have so many unused OnStar minutes that I now call them and have them load the nav route for me or I will lose the minutes at the end of the year. They can also find the nearest gas station and restaurant if I need it without a verbal duel with CUE. Just a thought for those who are like me and have a lot of OnStar minutes to use up.
    I totally agree with your comment on posting info by GM (Obviously if it's includes a very private issue, that's another story. Anyway, you lost me here. Why would you need minutes to "phone" OnStar. What am I missing here? Would you not just use the normal OnStar connect button to obtain their help/service being part of the not rather low service fee? (Also have well over 500 minutes but using them when not needed? - I do try to use them now sometimes for some L/D calls rather then using my home phone).

  14. #13
    inspectorudy is offline Cadillac Owners Enthusiast
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    Re: Voice command problem - Anyone else?

    You might be right that the service fee covers all of the items that I mentioned but I was under the impression that when they supplied some of them that they used your phone minutes. If not then make more phone calls using their phone minutes. I think when you press the telephone symbol for OnStar you are using minutes but I could be mistaken. I like the OnStar service especially when trying to enter a new address while on the move, passenger or not, but they do charge an excessive fee for the basics.

  15. #14
    jeffpaletz is offline Cadillac Owners Member
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    Re: Voice command problem - Anyone else?

    I've actually been quite impressed by the voice recognition. I'd say it works 90% of the time when I tell it to call people and about 80% of the time when I tell it to play songs or artists on my SD Card. I've learned when I want to use the voice recognition system to put the fan on low or make sure to reduce any noise from other people talking or open windows. I've also found that voice recognition fails when the car is first started and the system is indexing data. If I wait 2-3 minutes then voice recognition works well. If a contact has both a work, mobile and home phone and I want to call their mobile phone I just say Call Steve on Mobile and it works properly nearly every time. If I say Call Steve, then it asks which number to call.

    I've experimented with it to learn how slow or fast to talk which also helps. Talking too slow can be a problem just as talking to fast can. I suggest that you park your car and try giving it some voice commands and practice with it. You will most likely find what works best for you as far a how loud and how fast to talk.

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    CDN XTS is offline Cadillac Owners Fanatic
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    Re: Voice command problem - Anyone else?

    Quote Originally Posted by inspectorudy View Post
    You might be right that the service fee covers all of the items that I mentioned but I was under the impression that when they supplied some of them that they used your phone minutes. If not then make more phone calls using their phone minutes. I think when you press the telephone symbol for OnStar you are using minutes but I could be mistaken. I like the OnStar service especially when trying to enter a new address while on the move, passenger or not, but they do charge an excessive fee for the basics.
    I don't believe you use up minutes that way. Easy to check, just ask the OnStar system to check your minutes before and after a "normal" OnStar service, e.g. not a specific phone call using a telephone number. I believe you will find that your number of minutes have not changed.

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