Google Duplex AI Assistant ready to replace call centers

Google Duplex AI Assistant ready to replace call centers

Google is reported to have at least one potential customer, a large insurance company, which wishes to use Google Duplex in its call-center operations. Specifically, the report mentions an insurance company thinking about using Duplex to handle routine calls, and passing things off to a live operator in more complex situations.

Google's Duplex AI is part of its DeepMind project.

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway.

"We aren't testing Duplex with any enterprise clients". According to a report today, this is the case for Google Duplex, with companies already testing it for possible use in call centers.

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While there may be major profits awaiting these firms as the conquer call centres, they also come with a cost: humans will inevitably be bumped from the jobs.

We're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients. The technology is an expansion of its Google Assistant AI that is meant to sound much more human. This suggests that in addition to booking appointments via Assistant and calling businesses for holiday hours, Google sees Duplex as a Cloud service that other companies could pay to use.

Google in recent weeks invited tech journalists out to restaurants on both coasts to put Duplex through the paces in that setting. In fact, ethical concerns have apparently slowed down work on the product. A report from previous year, again from The Information, claims that Amazon is planning to import the same natural language processing that powers Alexa into call centres. 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.

Meanwhile, the day appears to be coming soon when you pick up the phone to make that dreaded customer service call, only to be met not by a harried hourly worker but by a silky-voiced computer system on the other end that doesn't get ruffled, is abundantly helpful and quickly gets you whatever you need.

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