Google Duplex AI Assistant ready to replace call centers

Ceria Alfonso
Julio 7, 2018

Duplex could be used to handle "simple and repetitive customer calls while humans step in when the conversations get more complicated", according to the report. As we shared last week, 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.

We've been seeing the natural-language abilities of the Google Assistant continuously evolve over the years, slowly getting better at listening to us and responding. Which is why the tech giant thinks its Duplex AI - which sounds so human and can imitate the quirks of human speech so well that it's nearly creepy - would be a flawless addition to call centers.

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.

Google is reportedly shopping its Duplex AI system around as a tool for call centers, according to The Information, including a large insurance company.

A Google spokesperson told The Information that the company isnt actively testing the technology with businesses but the “business could be exploring ways to use the technology on their own”.

"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".

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Historically, one of the biggest obstacles to eliminating the human aspect of customer call interactions is the fact that the AI kinda sucks to deal with.

So far, the sort of demos Google has given for its system's operation have Duplex standing in for the customer, while it dials out to connect with live humans representing businesses.

For those who came in late, AI Duplex anxious a lot of people because it was created to sound human. And that one large insurance company in particular is in the early stages of testing.

That seems to be a hang-up for Google's efforts to get into the call centre business, as well.

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

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