Google says no, Duplex AI won't take over human call centers

Google says no, Duplex AI won't take over human call centers

But according to The Information, companies also want to see that arrangement flipped on its head, as they consider handing partial control of their call centers over to Duplex. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls. Testing, they note, is still in the early stages, and the system is several months from going live.

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.

"We aren't testing Duplex with any enterprise clients".

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.

Googles Duplex demonstration was very likely one of the most buzzed about topics at this past Google I/O conference. 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.

Applying Google Duplex in call centers could be very lucrative for the search giant. This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to call centers.

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Cloud-based customer call centres are supposed to be the thing of the future and the market is expected to hit more than $20.9 billion by 2022, up from around $6.8 billion a year ago, according to research firm MarketsandMarkets.

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

Google in recent weeks invited tech journalists out to restaurants on both coasts to put Duplex through the paces in that setting.

However the company has admitted that the ethical concerns that overshadowed the original presentation have slowed work on the project, this person said.

Update: Google has reached out to clarify that Duplex is now only focussed on consumer applications and not being tested by enterprise customers.

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