Google Duplex Assistant could replace call centers, report says

Google Duplex Assistant could replace call centers, report says

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

Some big worldwide companies are already in the early stages of testing the Google Duplex AI technology.

"We're now focused on consumer use cases for the Duplex technology where we can help people get things done, rather than applying it to potential enterprise use cases".

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway.

With Duplex, the Google Assistant will call restaurants and salons to make reservations on your behalf.

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Anyone who has had to reach out to a call center for assistance on an account or with a device knows that many of them are outside of the US and the operators can sometimes be hard to understand. 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. The technology is an expansion of its Google Assistant AI that is meant to sound much more human.

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

Google, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O.

Amazon offers a similar service, opening Alexa's underlying technology to enterprise customers a year ago. The interested company remains unnamed, but it is reported to be a large insurance company.

While there may be major profits awaiting these firms as the conquer call centres, they also come with a cost: humans will inevitably be bumped from the jobs. Amazon, IBM, Microsoft and Cisco are all in the market of automated agents and if they can crack a populist version of the Turing Test, then we could find a lot of our interactions that seem human are in fact the work of digital ghosts.

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