Published: Sat, July 07, 2018
Electronics | By Shannon Stone

Google Duplex could soon take over call centres

Google Duplex could soon take over call centres

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. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls.

The Information report, coupled with a flurry of media coveragewhen Google let reporters test the technology, shows Google's confidence in the new technology as a potential offering to surpass its cloud competitors selling AI tools.

Applying Google Duplex in call centers could be very lucrative for the search giant. Google is "currently focused on consumer use cases" and categorically notes that it's not "testing Duplex with any enterprise clients".

According to a report from The Information, Google may be considering licensing Duplex to call centers and telemarketers. Companies like IBM, Microsoft, and Cisco also already have their foot in the door of this business, per The Information. 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 ideal addition to call centers. Most companies already outsource the work to countries where they can pay paltry wages in order to keep the expenses related to customer service down, and AI would likely cut those costs even more.

Google knows none of us particularly enjoys dealing with customer service phone calls. Just last week, Google better detailed Duplex's disclosure mechanism and the calling experience that businesses will hear.

While Google's statement indicates that it is more concerned with personal voice assistant applications right now, it does not rule out pursuing enterprise customers in the future.

That may also have the complete opposite effect on people.

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

Google adopted the bot's introduction so it clearly explains it's not a human, but now it turns out that some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centres.

Like this: