Google's Duplex AI could soon be running call centres


Of course, as the market expands, so will the competition, and Google isn't the only major tech firm that sees opportunity in entering call centres. Citing a person familiar with Google's plans, the site reports that Google is in conversation with an unnamed large insurance company to integrate the conversational AI in handling customer service calls. According to a report today, this is the case for Google Duplex, with companies already testing it for possible use in call centers.

It's not alone, either.

Update: Google has reached out to clarify that Duplex is now only focussed on consumer applications and not being tested by enterprise customers.

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And where there are ghosts, there's a lot of revenue for the people behind the tech.

If successful, Google Duplex could disrupt the call-center business and potentially put many call center workers out of their jobs. If it gets stuck, it can always refer the call to its human supervisor.

Duplex AI is being eyed by call center operators as the first line of assistance for customer inquiries. On a similar note, we wonder if Google Duplex would be able to understand when a customer is calling with a bad attitude and respond with an appropriate amount of sass.

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We're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients.

Google, though, has since issued a denial that it's working on any "enterprise" use cases for Google Duplex, and for the time being is concentrating on a limited number of consumer uses - booking appointments at hair salons and restaurants, for example. 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. The technology is an expansion of its Google Assistant AI that is meant to sound much more human. Another 80 percent say they rush through automated systems just to get to a live rep.

A report from The Information reveals that third-parties are in the "very early stages of testing Google's technology for use in other applications".

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There is precedent for Google making Duplex available to third-parties. According to The Information, "ethical concerns" overshadowed Google's demonstration of the Duplex technology, and the company interested in the assistant has pumped the brakes on the proposed project.