Google Duplex Assistant could replace call centers, report says

Google Duplex Assistant could replace call centers, report says

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. As we wait for Duplex testing to start rolling out publicly, a new report suggests that smartphone users aren't the only ones anxiously awaiting its debut, and that companies running big call centers are also taking a deep look at what Duplex could do for them.

Many of Google's technological advancements have both consumer and enterprise applications. The Information reports that an unnamed insurance company was investigating ways to use Duplex in call centers to handle customer service, but Google denies this.

According to The Information, Google has taken an interest in using Duplex to replace human workers at 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.

Applying Google Duplex in call centers could be very lucrative for the search giant.

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

Lewis Hamilton hit by Kimi Raikkonen at the start
That left him vulnerable as Raikkonen clipped his rear tyre sending him into a tailspin off the track and into last place. His team-mate Bottas, on older tyres, led the closing laps, but was unable to resist the challengers.

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

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway. A report from past year, again from The Information, claims that Amazon is planning to import the same natural language processing that powers Alexa into call centres. The bots would handle the simple calls with humans ready to step in when needed.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. In fact, ethical concerns have apparently slowed down work on the product.

Despite this, many are still uncomfortable with how natural Duplex sounds thanks to the use of pauses, "uh", and "umm" in a conversation. It wasn't immediately clear during those first demo calls that people knew it was a robot they were talking to on the other end of the line.

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