Google Duplex AI Ready to Replace Call Centers

View Comments			FacebookTwitterGooglePinterestLinkedInReddit

View Comments FacebookTwitterGooglePinterestLinkedInReddit

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".

Google denies testing Duplex with any specific enterprise companies.

Oil near US$74 amid Trump tweets, forecast drop in USA stockpile
But the USA official, Brian Hook, also said that keeping prices stable in the absence of Iranian crude is also important. Oil briefly touched $75 a barrell on Tuesday before retreating following the news of the Saudi government decision.

The Information report, coupled with a flurry of media coveragewhen Google let reporters test the technology, shows Google's confidence in the new technology as a potential offering to surpass its cloud competitors selling AI tools. A report from a year ago, again from The Information, claims that Amazon is planning to import the same natural language processing that powers Alexa into call centres. Testing, they note, is still in the early stages, and the system is several months from going live. As we shared last week, 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.

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. But Google - with all of its cloud offerings - is hedging on the advantage provided by its AI smarts. The bots would handle the simple calls with humans ready to step in when needed. If Google AI would make it easier on the caller, would this not be a good thing for everyone? The API can be used to transcribe a customer's call and distinguish 2-4 speakers, while taking into account background noise, static, and hold music.

Trade Wars: Trump loads first volley against China
Chinese companies have started turning away from US soybean suppliers and looking to other sources for agricultural products. He added that the trade war could cancel out previous gains from tax-code rewrite that Trump signed into law past year .

According to The Information, Google has taken an interest in using Duplex to replace human workers at call centres.

Google in recent weeks invited tech journalists out to restaurants on both coasts to put Duplex through the paces in that setting. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

Trump orders flags to half-staff for newsroom shooting after initial rejection
The Republican governor's order says the action was in "accordance" with an order issued by President Donald Trump . Larry Hogan (R) has also ordered state flags flown at half-mast.

The Information report later adds that the insurance company slowed work on the project due to ethical concerns.

Latest News