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Google Duplex Assistant could replace call centers, report says
09 July 2018, 09:11 | Megan Pierce
"Hello this is a human speaking. No I swear
The original report does say that the development of Google Duplex to work in call centers has raised a number of ethical concerns, which may mean we don't see the technology deployed in this way for quite some time (if ever).
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.
The company this afternoon denied The Information's report on "very early stage" testing of Duplex for call centers.
TO BELIEVE? According to The Information's sources, at least one large insurance company has already expressed interest in using Duplex to handle customer service callss.
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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. 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.
While there may be major profits awaiting these firms as the conquer call centres, they also come with a cost: humans will inevitably be bumped from the jobs. 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.
Duplex could be used to handle "simple and repetitive customer calls while humans step in when the conversations get more complicated", according to the report. Google has announced that the AI Assistant will start being publically tested in a few months. If Google AI would make it easier on the caller, would this not be a good thing for everyone? The interested company remains unnamed, but it is reported to be a large insurance company. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.
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