Google Duplex could eventually make its way into call centers

Google Duplex could eventually make its way into call centers

According to The Information, one "large insurance company" is already testing, but it's still in "early stages" and months from going live.

According to a report from The Information, Google may be considering licensing Duplex to call centers and telemarketers. 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", a Google spokesperson told Gizmodo.

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

With cloud-based call centres predicted to grow into a $21 billion market by 2022, there's plenty of reason for the likes of Google and Amazon to take an interest in the sector. If Google AI would make it easier on the caller, would this not be a good thing for everyone?

Anyone who has had to reach out to a call center for assistance on an account or with a device knows that many of them are outside of the USA and the operators can sometimes be hard to understand. Duplex can call them for you so you don't have to negotiate or be put on hold.

Historically, one of the biggest obstacles to eliminating the human aspect of customer call interactions is the fact that the AI kinda sucks to deal with. The idea of calling a customer service rep and not knowing whether you're talking to a robot or a human is a bit unsettling.

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However, Google has come under fire over Duplex's ethical implications.

Many of Google's technological advancements have both consumer and enterprise applications.

That may also have the complete opposite effect on people.

Duplex even factors in human "speech disfluencies" such as "ums" and "uhs" which people say while gathering their thoughts.

That seems to be a hang-up for Google's efforts to get into the call centre business, as well. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well.

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