Google Duplex AI Ready to Replace Call Centers

Google’s Duplex AI could kill the call center

"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".

Duplex would handle simple calls for the insurance company, and if the customer started asking complex questions the bot can't handle a human would step in, according to the report.

Regardless of what side of the fence you are on regarding the credibility of its Duplex voice technology, so far it has only been shown in applications that enhance the company's AI assistant.

With thousands of call centers moved out to the likes of India, but a pressure from many users to bring them back, the prize of a fully working Duplex layer before they speak to a human being, could placate the traditionalists and at the same time reduce the queues, another bugbear of the "you can't have it all ways" camp. 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.

Google is reportedly shopping its Duplex AI system around as a tool for call centers, according to The Information, including a large insurance company. Companies like IBM, Microsoft, and Cisco also already have their foot in the door of this business, per The Information. That would be devastating for a nation like the Philippines, which has an estimated 1.2 million call-centre workers according to the Wall Street Journal.

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Google knows none of us particularly enjoys dealing with customer service phone calls.

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.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like.

For those who came in late, AI Duplex anxious a lot of people because it was created to sound human. The company is conducting early-stage testing, though it remains unclear how long will it take for the project to go live. 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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