Google Duplex AI Ready to Replace Call Centers

"Hello? Duplex? This is Duplex

Regardless of what side of the fence you are on regarding the credibility of its Duplex voice technology, so far it has only been shown in applications that enhance the company's AI assistant.

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.

According to a report from The Information, Google may be considering licensing Duplex to call centers and telemarketers.

Google denies testing Duplex with any specific enterprise companies. Google is "currently focused on consumer use cases" and categorically notes that it's not "testing Duplex with any enterprise clients".

If successful, Google Duplex could disrupt the call-center business and potentially put many call center workers out of their jobs. They further stated that the technology is focused on very specific use cases, and is now being tested with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers.

Duplex could be used to handle "simple and repetitive customer calls while humans step in when the conversations get more complicated", according to the report.

Google's promise that its current focus is on restaurant reservations may be a comfort to call-centre employees, but it's hard not to imagine the company taking an interest in the sector. Just last week, Google better detailed Duplex's disclosure mechanism and the calling experience that businesses will hear. After public outcryat the implication of people in the future not knowing whether they were talking to humans or machines, Google adapted the bot's introduction so it clearly explains it's not a human.

However the company has admitted that the ethical concerns that overshadowed the original presentation have slowed work on the project, this person said. Google may be on its way to use its human-sounding assistant for handling customer calls. As we wait for Duplex testing to start rolling out publicly, a new report suggests that smartphone users aren't the only ones anxiously awaiting its debut, and that companies running big call centers are also taking a deep look at what Duplex could do for them.

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