Google Duplex could eventually make its way into call centers

Google’s Duplex AI could kill the call center

The Information report, coupled with a flurry of media coveragewhen Google let reporters test the technology, shows Google's confidence in the new technology as a potential offering to surpass its cloud competitors selling AI tools.

Google already has a customer, a large insurance company, looking at how it can use Duplex to improve call handling by giving the common but simple queries to Duplex, leaving the humans free to file their nails, giggle and hang up on you.

So far, the sort of demos Google has given for its system's operation have Duplex standing in for the customer, while it dials out to connect with live humans representing businesses.

According to a report from The Information, Google may be considering licensing Duplex to call centers and telemarketers. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls. "We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo. With the help of Duplex, call centers will be able to replace some of the work done by humans.

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're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients. 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. It aims to use Duplex to handle repetitive customer queries, and human operators will step in for any complex queries.

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

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

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 Information report later adds that the insurance company slowed work on the project due to ethical concerns. Just last week, Google better detailed Duplex's disclosure mechanism and the calling experience that businesses will hear.

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