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profishingrods.com July 21, 2018


Google Duplex could soon take over call centres

09 July 2018, 09:14 | Cameron Gross

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"Some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centers, where it might be able to replace some of the work now done by humans".

According to The Information, Google has taken an interest in using Duplex to replace human workers at call centres. And that one large insurance company in particular is in the early stages of testing.

The original report does say that the development of Google Duplex to work in call centers has raised a number of ethical concerns, which may mean we don't see the technology deployed in this way for quite some time (if ever). 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.




"We aren't testing Duplex with any enterprise clients". An anonymous source that claims to be close with Google's plans says that the company is already in talks with at least one firm that would like to use Duplex for "simple, straightforward customer service calls".

Duplex AI is being eyed by call center operators as the first line of assistance for customer inquiries. 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 may be on its way to use its human-sounding assistant for handling customer calls. Google says the main objective of Duplex is to use AI to call businesses on your behalf. Earlier this year, Google Cloud Speech-to-Text received a major overhaul focused on optimizing phone call transcription uses. The bots would handle the simple calls with humans ready to step in when needed.

Google in recent weeks invited tech journalists out to restaurants on both coasts to put Duplex through the paces in that setting. The primary critique is that even in a call center setting customers would be unaware they are talking to a machine and feel subsequently deceived. The interested company remains unnamed, but it is reported to be a large insurance company.



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