July 17, 2018

Google Duplex AI Assistant ready to replace call centers

07 July 2018, 01:45 | Casey Mitchell

Google Developers

Google Duplex

We've already seen that Google Duplex does a fairly convincing job of being like a PA, and as such, there's no reason why for the simple stuff at least, it can be the agent too.

We're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients. 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.

"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".

Google denies testing Duplex with any specific enterprise companies.

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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.

Many of Google's technological advancements have both consumer and enterprise applications. While the tech company's focus has been on how Duplex can make life easier for customers, recent reports suggest Google is also looking into ways the system can be leveraged on the other side of the phone line.

Google Duplex is a technology that's created to work for people, not take their jobs - at least, according to Google. With the help of Duplex, call centers will be able to replace some of the work done by humans.

Watch out call center employees, competition is on the way! Another key distinction is how Duplex has more advanced conversational capabilities compared to competitors.

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This report comes during a time when the cloud-based customer call-center industry is increasingly growing one that raked in $6.8 billion previous year with no signs of slowing down. But Google - with all of its cloud offerings - is hedging on the advantage provided by its AI smarts.

There is precedent for Google making Duplex available to third-parties. This service offered by Google Cloud uses the core speech recognition technology used by Search and Assistant. Testing, they note, is still in the early stages, and the system is several months from going live.

However the company has admitted that the ethical concerns that overshadowed the original presentation have slowed work on the project, this person said.

Google, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

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