Google Duplex AI Assistant ready to replace call centers

Google Duplex

Google Duplex

Duplex would handle simple calls for the insurance company, and if the customer started asking complex questions the bot can't handle a human would step in, according to the report. 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. Don't forget: Google Assistant was used to shoot a gun recently.

The company this afternoon denied The Information's report on "very early stage" testing of Duplex for call centers.

Applying Google Duplex in call centers could be very lucrative for the search giant.

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.


Regardless of what side of the fence you are on regarding the credibility of its Duplex voice technology, so far it has only been shown in applications that enhance the company's AI assistant. "We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo.

"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". That would be devastating for a nation like the Philippines, which has an estimated 1.2 million call-centre workers according to the Wall Street Journal.

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, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O. Some folks found the Duplex demo was scary as hell and anxious about the ethical concerns of AI basically faking people out by pretending to be human. Testing, they note, is still in the early stages, and the system is several months from going live. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well.

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