Google’s Duplex AI could kill the call center

Google Duplex

"We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo.

IF talking to call centre drones wasn't irritating enough, Google has announced plans to robotise them.

With thousands of call centers moved out to the likes of India, but a pressure from many users to bring them back, the prize of a fully working Duplex layer before they speak to a human being, could placate the traditionalists and at the same time reduce the queues, another bugbear of the "you can't have it all ways" camp. 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.

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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".

Of course, as the market expands, so will the competition, and Google isn't the only major tech firm that sees opportunity in entering call centres.

Google is reportedly shopping its Duplex AI system around as a tool for call centers, according to The Information, including a large insurance company. Another key distinction is how Duplex has more advanced conversational capabilities compared to competitors. 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.

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There is precedent for Google making Duplex available to third-parties.

We've been seeing the natural-language abilities of the Google Assistant continuously evolve over the years, slowly getting better at listening to us and responding. This service offered by Google Cloud uses the core speech recognition technology used by Search and Assistant. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well.

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. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

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