Google Duplex could eventually make its way into call centers

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"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".

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.


Google Duplex is a technology that's created to work for people, not take their jobs - at least, according to Google.

"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". 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. The system can make calls to local businesses to place reservations on behalf of Google Assistant users. 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.


Google has previously had to acknowledge criticism Duplex faced when it was first unveiled, particularly the ethical quandaries of building an AI system that convincingly masquerades as a human caller.

However, the same powerful technology has a flip side for some, as it now appears capable to take away the jobs of telemarketing professionals and call-center operators. The research firm ResearchAndMarkets projects the cloud-based customer call centre market will reach about $21 billion by 2022 - up from $6.8 billion in 2017. This service offered by Google Cloud uses the core speech recognition technology used by Search and Assistant. If Google AI would make it easier on the caller, would this not be a good thing for everyone? The problem that many had is that in the tech demo that Google showed, the AI didn't identify itself to let the person on the other end of the call know they weren't talking to a human. Most companies already outsource the work to countries where they can pay paltry wages in order to keep the expenses related to customer service down, and AI would likely cut those costs even more.


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