Google Duplex Can Ultimately Make Its Course Into Call Centers

Google Duplex initially amazed us back in May at the Google IO 2018 developer event, and since then we have been capable of testing it. The smart bot-calling service is not accessible to the public at great scale yet, but there’s one field where it may begin to implement primarily: call centers.

The Information’s report mentions Google is already in conversations with at least one patron—a huge insurance firm, actually—regarding allowing the Google Assistant and Google Duplex manage calls from and to clients. The bots would manage the simple calls with people set to get involved when required.

Google, although, has since issued a defiance that it is functioning on any “enterprise” use cases for its  Duplex, and for now is focusing on a restricted figure of consumer uses—for instance, reserving tables at restaurants or booking a salon appointment.

The actual report does state that the Google Duplex’s development to function in call centers has cropped up several ethical distresses, which might imply we don’t witness the technology implemented in this manner for quite some time.

When, for the foremost time, the lifelike robo-caller system was presented, questions were raised regarding just how misleading this sort of AI was—“Should a bot that sounds similar to an individual be capable of booking a restaurant for anyone? Google has since made clear that Google Assistant will recognize itself always on a call.

Nevertheless, the technology winds up being utilized, it is a captivating paradigm of just how rapidly AI systems are enhancing, and how we can anticipate them to impact our daily lives in the coming period. As yet, we do not recognize when Duplex will be launched for users.

Months prior to Google Duplex’s unveiling, the Chrome team had renamed its investigational “Chrome Home” to “Chrome Duplex.” Once again this is now being renamed to “Chrome Duet” to shun mystification with the new Google Duplex.