Google says no, Duplex AI won’t take over human call centers

Alphabet Inc.

With Duplex, the Google Assistant will call dining establishments and beauty parlors to make bookings in your place.

James Martin/CNET

is a growth of its Google Assistant AI that is suggested to sound a lot more human. Google says the main function of Duplex is to use AI to call businesses in your place. Let's say you desire to make a hairstyle visit at a stylish brand-new beauty salon. Duplex can call them for you so you don't have to negotiate or be put on hold.Now a business is apparently seeking to utilize Duplex the other way around: on the behalf of the businesses to speak to individuals. The Details reports that an unnamed insurance coverage business was examining methods to use Duplex in call centers to handle client service, but Google rejects this. A Google spokesperson gave CNET the following statement:

"We're presently concentrated on customer use cases for the Duplex innovation where we can assist individuals get things done, instead of applying it to potential enterprise use cases. We aren't evaluating Duplex with any business clients. Duplex is designed to operate in really particular usage cases, and presently we're concentrated on screening with dining establishment appointments, beauty parlor reservation, and holiday hours with a limited set of trusted testers. It is very important that we get the experience right, and we're taking a sluggish and determined method as we integrate learnings and feedback from our tests."

The Info report later on includes that the insurance coverage company slowed deal with the job due to ethical concerns. The idea of calling a client service representative and not understanding whether you're speaking to a robotic or a human is a bit unsettling. Google guarantees that this isn't really the case-- yet.