Google Duplex Assistant could replace call centers, report says

07 Julio, 2018, 02:35 | Author: Misty Newman
  • Google’s Duplex AI could kill the call center

Google Duplex is an extension of Google Assistant that takes natural human-sounding language to call actual businesses and speak to people, all while posing as a real person.

The idea for use in a call center setting or with that insurance company would be a version of what we've already seen Google doing with Duplex - namely, fielding simple calls and requests and passing things off to a human if things get more complicated. 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.

Of course, this does not rule out a wider availability for Duplex in the future, especially as Amazon now offers Alexa for Business, while Google in the past has made other technologies available to Cloud customers. Google is "currently focused on consumer use cases" and categorically notes that it's not "testing Duplex with any enterprise clients".

"We aren't testing Duplex with any enterprise clients. 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 company added.

If Google was looking to bring Duplex into call centres, it wouldn't be the first tech giant to consider rolling its AI into the telemarketing industry. The research firm ResearchAndMarkets projects the cloud-based customer call centre market will reach about $21 billion by 2022 - up from $6.8 billion in 2017.

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According to The Information, one "large insurance company" is already testing, but it's still in "early stages" and months from going live. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

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.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like.

One of the features of Duplex that attracted so much attention is the way the voice not only sounds so naturally human - it also includes the intermittent pauses, the "ums" and "ahs" that show up in normal conversation. Backlash eventually made Google promise that Duplex will tell people they are speaking with AI, but the company still has a way to go to ease everyone's worries.

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


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