Google Duplex AI Assistant ready to replace call centers

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A couple months back, though, we got our first taste of what could be a sea change for the Assistant's ability to effortlessly carry on conversations, as Google demoed its new Duplex AI tech.

Google denies testing Duplex with any specific enterprise companies.

If successful, Google Duplex could disrupt the call-center business and potentially put many call center workers out of their jobs.

"Some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centers, where it might be able to replace some of the work now done by humans". "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".

The robots on the other side of the customer support line could soon start to sound a lot more human.

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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".

Watch out call center employees, competition is on the way!

According to The Information (paywalled) plans are afoot to use Google Duplex, so far demonstrated as the customer, as the agent to completely robotise the call centre. Another key distinction is how Duplex has more advanced conversational capabilities compared to competitors. In this example, the company's lead in natural language processing allows it to understand a wider range of user responses for a longer period before handing off to a human. Don't forget: Google Assistant was used to shoot a gun recently.

Google, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O.

However the company has admitted that the ethical concerns that overshadowed the original presentation have slowed work on the project, this person said. Backlash eventually made Google promise that Duplex will tell people they are speaking with AI, but the company still has a way to go to ease everyone's worries. After public outcryat the implication of people in the future not knowing whether they were talking to humans or machines, Google adapted the bot's introduction so it clearly explains it's not a human.

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