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Google’s Duplex AI could kill the call center

07 July 2018

Google denies testing Duplex with any specific enterprise companies. Which is why the tech giant thinks its Duplex AI - which sounds so human and can imitate the quirks of human speech so well that it's nearly creepy - would be a ideal addition to call centers. With the help of Duplex, call centers will be able to replace some of the work done by humans.

A report from The Information reveals that third-parties are in the "very early stages of testing Google's technology for use in other applications". A report from previous year, again from The Information, claims that Amazon is planning to import the same natural language processing that powers Alexa into call centres.

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. "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".

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While Google's statement indicates that it is more concerned with personal voice assistant applications right now, it does not rule out pursuing enterprise customers in the future. 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. Citing a person familiar with Google's plans, the site reports that Google is in conversation with an unnamed large insurance company to integrate the conversational AI in handling customer service calls.

There is precedent for Google making Duplex available to third-parties. The company is conducting early-stage testing, though it remains unclear how long will it take for the project to go live. Don't forget: Google Assistant was used to shoot a gun recently. Just last week, Google better detailed Duplex's disclosure mechanism and the calling experience that businesses will hear. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

Google’s Duplex AI could kill the call center