Google reportedly in talks to incorporate Duplex into call center industry

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Google reportedly in talks to incorporate Duplex into call center industry

Google, though, has since issued a denial that it's working on any "enterprise" use cases for Google Duplex, and for the time being is concentrating on a limited number of consumer uses - booking appointments at hair salons and restaurants, for example.

Google denies testing Duplex with any specific enterprise companies. Google says the main objective of Duplex is to use AI to call businesses on your behalf.

Google's promise that its current focus is on restaurant reservations may be a comfort to call-centre employees, but it's hard not to imagine the company taking an interest in the sector. On a similar note, we wonder if Google Duplex would be able to understand when a customer is calling with a bad attitude and respond with an appropriate amount of sass.

Of course, this does not rule out a wider availability for Duplex in the future, especially as Amazon now offers Alexa for Business, while Google in the past has made other technologies available to Cloud customers. 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. And that one large insurance company in particular is in the early stages of testing.

The primary use case mentioned in today's report is call centers, specifically the booming cloud-based market where Duplex's uncanny naturalness might serve as an advantage.

Duplex could be used to handle "simple and repetitive customer calls while humans step in when the conversations get more complicated", according to the report.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like.

According to The Information, one "large insurance company" is already testing, but it's still in "early stages" and months from going live. A new report from The Information states that the company is aiming for the technology to make its way to call centers as well. After public outcryat the implication of people in the future not knowing whether they were talking to humans or machines, Google adapted the bot's introduction so it clearly explains it's not a human.

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