Google Duplex Conversational Voice AI Assistant Has Call Centers Seeing Dollar Signs

Google’s Duplex AI could kill the call center

Google Duplex could soon take over call centres

According to The Information (paywalled) plans are afoot to use Google Duplex, so far demonstrated as the customer, as the agent to completely robotise the call centre.

After the publication of the report, Google in a statement to 9to5Google said that the only focus of their Duplex technology is on consumer applications. 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.

Google Duplex first wowed us back at the Google IO 2018 developer event back in May, and since then we've been able to test it out for ourselves.

Google already has a customer, a large insurance company, looking at how it can use Duplex to improve call handling by giving the common but simple queries to Duplex, leaving the humans free to file their nails, giggle and hang up on you.

Googles Duplex demonstration was very likely one of the most buzzed about topics at this past Google I/O conference. Which is why the tech giant thinks its Duplex AI - which sounds so human and can imitate the quirks of human speech so well that it's nearly creepy - would be a flawless addition to call centers. Don't forget: Google Assistant was used to shoot a gun recently. 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. What wasn't touched on was the possibility that Duplex may have a use on the other side of the line, taking over for call centre employees and telemarketers. Google wowed people with its demo of Duplex that included the AI assistant inserting "um" and "uh" sounds to make the conversation seem more fluid. If Google AI would make it easier on the caller, would this not be a good thing for everyone? A report from past year, again from The Information, claims that Amazon is planning to import the same natural language processing that powers Alexa into call centres. The interested company remains unnamed, but it is reported to be a large insurance company.

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