ibusinesslines.com
ibusinesslines.com September 20, 2018


Google's controversial human sounding AI is being tested for call centres

09 July 2018, 09:15 | Jodi Jackson

View Comments FacebookTwitterGooglePinterestLinkedInReddit

View Comments			FacebookTwitterGooglePinterestLinkedInReddit

After the publication of the report, Google in a statement to 9to5Google said that the only focus of their Duplex technology is on consumer applications. Alphabet Inc.'s Google (GOOGL) product called Google Duplex, an artificial intelligence (AI)-powered assistant capable of speaking like a human, is appearing awesome to some and scary to others. The problem that many had is that in the tech demo that Google showed, the AI didn't identify itself to let the person on the other end of the call know they weren't talking to a human. To no one's surprise, it looks like at least one major company is discussing the use of Duplex for customer service calls.

A report from The Information reveals that third-parties are in the "very early stages of testing Google's technology for use in other applications".

"We aren't testing Duplex with any enterprise clients".

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 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.


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.

If Google was looking to bring Duplex into call centres, it wouldn't be the first tech giant to consider rolling its AI into the telemarketing industry. It's important that we get the experience right and we're taking a slow and measured approach as we incorporate learnings and feedback from our tests. If Google AI would make it easier on the caller, would this not be a good thing for everyone? The bots would handle the simple calls with humans ready to step in when needed.

We've been seeing the natural-language abilities of the Google Assistant continuously evolve over the years, slowly getting better at listening to us and responding.

There is precedent for Google making Duplex available to third-parties.



Other News

Trending Now

Croatia Rewrite History and Reach Semi-Final
But against Croatia their unbelievable run ended at the quarter-final stage despite taking the lead after 30 minutes. What has happened, happened. "I wasn't born the last time England reached a World Cup semi-final", said Pickford.

Matches to Make After UFC 226
Cormier was able to catch Miocic with a big right hand that sent the Cleveland native crashing to the canvas. I'm going to take him down, try to wear on him and pressure fight him.

Frozen Tuberculosis Sample Causes Hazmat Situation At Johns Hopkins
Tuberculosis , or TB, is a serious airborne bacterial infection. "If not treated properly, TB disease can be fatal". They said there's no additional testing required for people inside the building.

Justin Trudeau Responds To Allegation He Groped A Journalist 18 Years Ago
Canadian Prime Minister Justin Trudeau has responded to allegations that he groped a journalist nearly two decades ago. Trudeau said he apologized at the time because the woman felt something wrong had happened - even if he felt otherwise.

Germany: Merkel pledges 'every effort' to avert U.S. trade war
Hungary, the Czech Republic, Slovakia and Poland quickly repeated their refusal to take in any migrants. Many countries in Central and Eastern Europe advocate an anti-refugee and anti-immigrant policy.

Roger Federer suggests Wimbledon organisers reconsider all-white playing gear rule
Day 7 at Wimbledon is unique, as all 32 remaining players across the men's and women's draw are in action on the same day. Keys also came up short with a comeback attempt after fighting back from a set and two breaks down, losing 7-5, 5-7, 6-4.

‘Racial profiling’: Man fired after calling police on black neighbor at pool
The company that Adam Bloom worked for, Sonoco Products, released a statement saying he was no longer an employee there. Edwards and her family". "He called the police to make sure that the interaction didn't escalate", said Vermitsky.