Google reportedly in talks to incorporate Duplex into call center industry

  • Google reportedly in talks to incorporate Duplex into call center industry

Google reportedly in talks to incorporate Duplex into call center industry

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.

A Google spokesperson told The Information that the company isnt actively testing the technology with businesses but the “business could be exploring ways to use the technology on their own”.

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. According to a report today, this is the case for Google Duplex, with companies already testing it for possible use in call centers. They further stated that the technology is focused on very specific use cases, and is now being tested with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers.

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

Of course, this does not rule out a wider availability for Duplex in the future, especially as Amazon now offers Alexa for Business, while Google in the past has made other technologies available to Cloud customers. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls. Google has announced that the AI Assistant will start being publically tested in a few months. The API can be used to transcribe a customer's call and distinguish 2-4 speakers, while taking into account background noise, static, and hold music.

The Information report later adds that the insurance company slowed work on the project due to ethical concerns.

Google, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O. And that one large insurance company in particular is in the early stages of testing.

Despite this, many are still uncomfortable with how natural Duplex sounds thanks to the use of pauses, "uh", and "umm" in a conversation. 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.