Google's Duplex AI could soon be running call centres

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Now, Google is looking to partner with companies that want to use its human-sounding Duplex AI for tasks such as fielding customer service calls or telemarketing, according to a report by The Information.

According to The Information, Google has taken an interest in using Duplex to replace human workers at call centres. Backlash eventually made Google promise that Duplex will tell people they are speaking with AI, but the company still has a way to go to ease everyone's worries.

After the publication of the report, Google in a statement to 9to5Google said that the only focus of their Duplex technology is on consumer applications. 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 aren't testing Duplex with any enterprise clients".

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Googles Duplex demonstration was very likely one of the most buzzed about topics at this past Google I/O conference. Last year, Amazon started selling a version of its wildly popular voice assistant Alexa designed specifically for use responding to questions via phone and text. 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.

Many of Google's technological advancements have both consumer and enterprise applications. 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. This suggests that in addition to booking appointments via Assistant and calling businesses for holiday hours, Google sees Duplex as a Cloud service that other companies could pay to use. If Google AI would make it easier on the caller, would this not be a good thing for everyone? Duplex can call them for you so you don't have to negotiate or be put on hold. The interested company remains unnamed, but it is reported to be a large insurance company.

There is also the fact that consumers, in general, do not like dealing with automated customer service systems.

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