Google Duplex AI Assistant ready to replace call centers: Report

Some major international companies are already in the early stages of testing the Google Duplex AI technology.

Google first introduced its AI Duplex communications technology at its I / O developer conference this year. The technology was intended to make life easier for its users by making appointments and bookings on their behalf. Google has announced that the AI ​​Wizard will begin to be tested publicly in a few months. A new report from The Information indicates that the company is also aiming for the technology to be routed to the call centers.

According to the report, some large international companies are already in the early stages of the crisis. test Google Duplex AI technology to use it in its own applications as call centers to answer consumer questions. With the help of Duplex, the call centers will be able to replace some of the work done by humans. This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to the call centers.

After the release of the report, Google in a statement to 9to5Google said that the only purpose of their Duplex technology is for consumer applications. They claim that the service is not tested by any business consumer. They added that the technology is focused on very specific use cases and that it is currently being tested with restaurant reservations, hair salon bookings and vacation hours with a limited number of testers of confidence.

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At the first demo of Duplex at the time. In 2018 I / O, people were surprised by the fact that an AI could have a natural conversation over the phone. However, at the same time, they were also concerned because of the possible moral issues at stake. To remedy this, Google later announced that a call from the AI ​​Duplex Wizard goes first to & # 39; Identify before starting the conversation.

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