Google's Duplex AI could soon be running call centres

Google’s Duplex AI could kill the call center

Google, though, has since issued a denial that it's working on any "enterprise" use cases for Google Duplex, and for the time being is concentrating on a limited number of consumer uses - booking appointments at hair salons and restaurants, for example.

According to the report, some big worldwide companies are already in the early stages of testing the Google Duplex AI technology for use in their own applications like call centers to answer consumers' questions.

Applying Google Duplex in call centers could be very lucrative for the search giant. Earlier this year, Google Cloud Speech-to-Text received a major overhaul focused on optimizing phone call transcription uses. "We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo. Google may be on its way to use its human-sounding assistant for handling customer calls. 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.

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.

Google both impressed and creeped out a lot of people out there when it showed off Duplex AI back in May.

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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.

However, Google has come under fire over Duplex's ethical implications. 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.

Citing a person familiar with Google's plans, The Information reported the company is already in conversation with at least one potential customer that would like to integrate Duplex into its operations.

Anyone who has had to reach out to a call center for assistance on an account or with a device knows that many of them are outside of the US and the operators can sometimes be hard to understand. 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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