Published: Mon, July 09, 2018
Industry | By Dora Warner

Google’s Duplex AI could kill the call center

Google’s Duplex AI could kill the call center

Anyone who has had to reach out to a call center for assistance on an account or with a device knows that many of them are outside of the USA and the operators can sometimes be hard to understand. The problem that many had is that in the tech demo that Google showed, the AI didn't identify itself to let the person on the other end of the call know they weren't talking to a human.

"We aren't testing Duplex with any enterprise clients". As we shared last week, 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. 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.

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We have two matches to play and we are very motivated. "And there, there are Englishmen who owe us something, ever since 2009". That Croatia side hammered Germany 3-0 to reach the semis in France , and Dalic is looking for a similar result on Saturday.


Applying Google Duplex in call centers could be very lucrative for the search giant. Specifically, the report mentions an insurance company thinking about using Duplex to handle routine calls, and passing things off to a live operator in more complex situations. Earlier this year, Google Cloud Speech-to-Text received a major overhaul focused on optimizing phone call transcription uses. 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. A 2015 survey conducted by The Conversation found that the vast majority of people - 90 percent of those questioned-call into customer service hoping to speak with a human. Some folks found the Duplex demo was scary as hell and anxious about the ethical concerns of AI basically faking people out by pretending to be 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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Until the 88th minute, the script for this match read: Two evenly-matched teams battling for semi-final place. Croatia advance to their first World Cup semifinal since 1998, against England in Moscow on Wednesday.


There is precedent for Google making Duplex available to third-parties.

The Information report later adds that the insurance company slowed work on the project due to ethical concerns.

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