February 18, 2019

Duplex AI Assistant from Google Is Ready To Replace all Call Centers: Report

Code Bytes: According to The Information, Google is in talks with potential customers, including a large insurance company that has shown interest in incorporating Duplex into their systems. Google first showcased its Duplex AI communication technology at its I/O developers conference this year. The technology was intended to make its users’ lives much easier by making appointments and reservations on their behalf. Google has announced that the AI Assistant will start being publically tested in a few months. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well.

Duplex would be able to take calls and hand it over to the human representative when things go out of order. But the project is moving forward at a slow pace, given the ethical concerns by the said insurance company.

According to the report, some big international companies are already in the early stages of testing the Google Duplex AI technology for use in their own applications like call centers to answer consumers’ questions. With the help of Duplex, call centers will be able to replace some of the work done by humans. This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to call centers.

However, a Google spokesperson told the publication that it isn’t testing the technology with businesses.

“It’s important that we get the experience right both for the people and for businesses and we’re taking a slow and measured approach as we incorporate learnings and feedback from our tests,” said the spokesperson.

For now, Google is limited to exploring consumer use cases, such as making hair saloon booking, holiday hours, and restaurant reservations with a limited set of testers, according to another statement.

Although Google’s AI yet to mature, the possibility of Duplex making its way to the call centers put a questions mark on the employment of thousands, maybe millions of humans. Naturally, companies may prefer a non-living thing capable of providing round the clock support while cutting down on expenses.

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. They claim that the service is not being tested by any enterprise consumers. They further stated that the technology is focused on very specific use cases, and is currently being tested with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers.

Source: Google

Related articles