Google's Duplex AI could soon be running call centres

Google Duplex

Then it gave a handful of journalists a "real" demonstration at a Chinese restaurant in NY.

According to The Information, Google has taken an interest in using Duplex to replace human workers at call centres.

A new report from The Information claims that some large companies are in the very early stages of testing Googles natural language voice assistant, Duplex, to be used in corporate applications such as in call centers to answer customer service questions.

The Information report later adds that the insurance company slowed work on the project due to ethical concerns.

"We're now focused on consumer use cases for the Duplex technology where we can help people get things done, rather than applying it to potential enterprise use cases".

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. "We're now focused on consumer use cases for the Duplex technology where we can help people get things done, rather than applying it to potential enterprise use cases".

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"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".

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. Google says the main objective of Duplex is to use AI to call businesses on your behalf. According to numbers from market analysts at Research And Markets, the cloud-based customer service market reached $6.8 billion in 2017 and is expected to reach $21 billion by 2020. It's an unnamed large insurance company and the plan is to use it for simple and straight-forward service calls.

Of course, there are a few negative implications of this move.

The idea is that it might be able to replace some of the work now done by humans.

Some big worldwide companies are already in the early stages of testing the Google Duplex AI technology. Even if it turns out to be the former, it's naive to think that advances in Duplex tech wouldn't lead to the later at some point.

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