Google Duplex Conversational Voice AI Assistant Has Call Centers Seeing Dollar Signs

"Hello this is a human speaking. No I swear

The Information reports that an unnamed insurance company was investigating ways to use Duplex in call centers to handle customer service, but Google denies this. An anonymous source that claims to be close with Google's plans says that the company is already in talks with at least one firm that would like to use Duplex for "simple, straightforward customer service calls".

It's not alone, either.

And where there are ghosts, there's a lot of revenue for the people behind the tech.

Of course, this does not rule out a wider availability for Duplex in the future, especially as Amazon now offers Alexa for Business, while Google in the past has made other technologies available to Cloud customers. If it gets stuck, it can always refer the call to its human supervisor.

The primary use case mentioned in today's report is call centers, specifically the booming cloud-based market where Duplex's uncanny naturalness might serve as an advantage.

Google Duplex first wowed us back at the Google IO 2018 developer event back in May, and since then we've been able to test it out for ourselves.

We're now focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients.

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway. 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.

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.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. Backlash eventually made Google promise that Duplex will tell people they are speaking with AI, but the company still has a way to go to ease everyone's worries.

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

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