Hi-Tech

Google's controversial human sounding AI is being tested for call centres

Google's controversial human sounding AI is being tested for call centres

According to a report from The Information, Google may be considering licensing Duplex to call centers and telemarketers. Reports indicate that at least one insurance company is eyeing Duplex to handle routine calls.

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. Google is "currently focused on consumer use cases" and categorically notes that it's not "testing Duplex with any enterprise clients".

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.




Duplex AI is being eyed by call center operators as the first line of assistance for customer inquiries. 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. This suggests that in addition to booking appointments via Assistant and calling businesses for holiday hours, Google sees Duplex as a Cloud service that other companies could pay to use. Earlier this year, Google Cloud Speech-to-Text received a major overhaul focused on optimizing phone call transcription uses.

One of the features of Duplex that attracted so much attention is the way the voice not only sounds so naturally human - it also includes the intermittent pauses, the "ums" and "ahs" that show up in normal conversation. 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. Don't forget: Google Assistant was used to shoot a gun recently.

However, Google has come under fire over Duplex's ethical implications. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well.


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