Google Duplex AI Assistant ready to replace call centers

Google Duplex

Google Developers

Reports indicate that at least one insurance company is eyeing Duplex to handle routine calls. Now, Google is looking to partner with companies that want to use its human-sounding Duplex AI for tasks such as fielding customer service calls or telemarketing, according to a report by The Information.

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. Google is "currently focused on consumer use cases" and categorically notes that it's not "testing Duplex with any enterprise clients". Duplex is created to operate in very specific use cases, and now we're focused on testing with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers. According to numbers from market analysts at Research And Markets, the cloud-based customer service market reached $6.8 billion in 2017 and is expected to reach $21 billion by 2020.

IF talking to call centre drones wasn't irritating enough, Google has announced plans to robotise them.

Google in recent weeks invited tech journalists out to restaurants on both coasts to put Duplex through the paces in that setting. Companies like IBM, Microsoft, and Cisco also already have their foot in the door of this business, per The Information.

Historically, one of the biggest obstacles to eliminating the human aspect of customer call interactions is the fact that the AI kinda sucks to deal with.

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

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. The technology is an expansion of its Google Assistant AI that is meant to sound much more human.

That may also have the complete opposite effect on people.

For those who came in late, AI Duplex anxious a lot of people because it was created to sound human.

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”.

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