Friday, 21 September, 2018


Google reportedly in talks to incorporate Duplex into call center industry

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Melba Vasquez | 07 July, 2018, 15:31

"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".

A report from The Information suggests Google may be making a play to find other applications for its human-sounding assistant and has already started experimenting with ways to use Duplex to do with away roles now filled by humans - a move that could have ramifications for millions of people. Of course, if Duplex also ends up answering calls on behalf of its users, then the AI system may end up only talking to itself.

The robots on the other side of the customer support line could soon start to sound a lot more human.

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

"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". Now comes a report from The Information, which says call centers are another focus beyond businesses using it to make simple appointments, reservations and the like.

The primary use case mentioned in today's report is call centers, specifically the booming cloud-based market where Duplex's uncanny naturalness might serve as an advantage.

Some big global companies are already in the early stages of testing the Google Duplex AI technology. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls.

This report comes during a time when the cloud-based customer call-center industry is increasingly growing one that raked in $6.8 billion past year with no signs of slowing down.

There is also the fact that consumers, in general, do not like dealing with automated customer service systems.

Google, to be sure, has already retooled the way Duplex interacts on calls just a bit since showing it off at I/O. 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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