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Google Duplex Assistant could replace call centers, report says

07 July, 2018, 13:44 | Author: Rafael Roberts
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"It's important that we get the experience right both for people and for businesses, and we're taking a slow and measured approach as we incorporate learnings and feedback from our tests", the spokesperson said.

Google denies testing Duplex with any specific enterprise companies. Duplex can call them for you so you don't have to negotiate or be put on hold. 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.

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

Amazon offers a similar service, opening Alexa's underlying technology to enterprise customers previous year. 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.


Of course, as the market expands, so will the competition, and Google isn't the only major tech firm that sees opportunity in entering call centres. Google may be on its way to use its human-sounding assistant for handling customer calls.

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. In this example, the company's lead in natural language processing allows it to understand a wider range of user responses for a longer period before handing off to a human.

TO BELIEVE? According to The Information's sources, at least one large insurance company has already expressed interest in using Duplex to handle customer service callss. This service offered by Google Cloud uses the core speech recognition technology used by Search and Assistant.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. 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. The interested company remains unnamed, but it is reported to be a large insurance company.

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