Google Duplex AI Ready to Replace Call Centers

Google Duplex AI Ready to Replace Call Centers

"Some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centers, where it might be able to replace some of the work now done by humans".

Earlier this year, Google unveiled Duplex - an AI personal assistant with convincingly human speech patterns, capable of calling shops and restaurants on behalf of its users.

A report from The Information suggests Google may be making a play to find other applications for its human-sounding assistant and has already started experimenting with ways to use Duplex to do with away roles now filled by humans - a move that could have ramifications for millions of people. Duplex can call them for you so you don't have to negotiate or be put on hold.

Google denies testing Duplex with any specific enterprise companies.

We've already seen that Google Duplex does a fairly convincing job of being like a PA, and as such, there's no reason why for the simple stuff at least, it can be the agent too. 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. Citing a person familiar with Google's plans, the site reports that Google is in conversation with an unnamed large insurance company to integrate the conversational AI in handling customer service calls.

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"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". With the help of Duplex, call centers will be able to replace some of the work done by humans.

The primary use case mentioned in today's report is call centers, specifically the booming cloud-based market where Duplex's uncanny naturalness might serve as an advantage. This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to call centers.

Some big global companies are already in the early stages of testing the Google Duplex AI technology.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. The technology is an expansion of its Google Assistant AI that is meant to sound much more human. It wasn't immediately clear during those first demo calls that people knew it was a robot they were talking to on the other end of the line.

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