Google's Duplex AI could soon be running call centres

Google's Duplex AI could soon be running call centres

Google Duplex is a technology that's created to work for people, not take their jobs - at least, according to Google.

When Google introduced Google Duplex, its AI assistant created to speak like a human, the company showed off how the average person could use the tech to save time making reservations and whatnot.

But according to The Information, companies also want to see that arrangement flipped on its head, as they consider handing partial control of their call centers over to Duplex. During a developer conference in May, CEO Sundar Pichai held a demonstration showing how Duplex could make a reservation at a salon or a hotel without the person on the other side supecting that they were communicating with an AI system.

We're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients.

TO BELIEVE? According to The Information's sources, at least one large insurance company has already expressed interest in using Duplex to handle customer service callss. Google says the main objective of Duplex is to use AI to call businesses on your behalf. As we shared last week, Duplex is created to operate in very specific use cases, and now we're focused on testing with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers. A couple months back, though, we got our first taste of what could be a sea change for the Assistant's ability to effortlessly carry on conversations, as Google demoed its new Duplex AI tech.


"It's important that we get the experience right, and we're taking a slow and measured approach as we incorporate learnings and feedback from our tests". This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to call centers.

Watch out call center employees, competition is on the way!

Google adopted the bot's introduction so it clearly explains it's not a human, but now it turns out that some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centres.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. In fact, ethical concerns have apparently slowed down work on the product.

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