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When you have a problem or want to get more information about a product or service, call a call center to talk to someone who can tell you
It is very possible that in the future, by phone not responding to a man, but a robot. However, the real thing is that you will not realize that you are talking to a robot because it will seem very human to you.
Google seems to be the company that could soon make such software, especially after seeing what Google Duplex can do. Those who missed the Duplex presentation should know that the "robot" could call a salon and make a reservation for a haircut. The conversation was so human that the robot also used verbal tics such as "ummm .." that some people were frightened.
This tool can be useful for consumers who have a capable virtual assistant, but it could be more useful for large outsourcing companies, for call centers.
Why would a company want to hire hundreds or thousands of people to answer the phone when a software can do it? According to The Information, Google is duplicating a number of companies that have call centers that could use it
Of course, Duplex is not yet ready to perform complex conversations, but could be used to answer simple questions, and if the caller's request would be too much for the software then a man could step in.
Which would mean that Google's plan is successful
If that happened, it could affect millions of people around the world working in call centers. According to the state secretary, only 215 call centers have been opened in the United States in 2017 and more than 120,000 people are working in such a company in the US state of Atlanta [19659009]. In addition, systems such as Duplex are designed to improve over time could lead to the demise of jobs in these companies. In the future, artificial intelligence is capable of conducting complex conversations.
Another interesting thing is that Google feels pretty confident in the technology that it has made to be tested by reporters and other people in
However, employees of the center of calls should not yet worry about the stability of their jobs in the near future because a Google representative said that "we are now focusing on end-users and we are not yet testing Duplex with corporate customers Duplex has been created to be used in practical situations such as restaurant reservations, etc. It is important to offer a good experience and we have a slow and measured approach as we learn. "
That could only be the beginning because Google would not want to lose the opportunity to profit from the business system. function (d, s, id)
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