Google Duplex AI Ready to Replace Call Centers

Google Duplex

"We aren't testing Duplex with any enterprise clients". 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 ideal addition to call centers. However, it's unlikely that AI research will cease after mastering simple conversations, meaning call centers could one day be largely automated using this technology. 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.

So far, the sort of demos Google has given for its system's operation have Duplex standing in for the customer, while it dials out to connect with live humans representing businesses.

"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".

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.

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A new report from The Information claims that some large companies are in the very early stages of testing Googles natural language voice assistant, Duplex, to be used in corporate applications such as in call centers to answer customer service questions. 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.

There is precedent for Google making Duplex available to third-parties. According to The Information, "ethical concerns" overshadowed Google's demonstration of the Duplex technology, and the company interested in the assistant has pumped the brakes on the proposed project.

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. 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.

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