Google confirms its human-sounding AI won't take away call-center jobs

Google Duplex

The Information reports that an unnamed insurance company was investigating ways to use Duplex in call centers to handle customer service, but Google denies this.

Duplex would handle simple calls for the insurance company, and if the customer started asking complex questions the bot can't handle a human would step in, according to the report. The company is conducting early-stage testing, though it remains unclear how long will it take for the project to go live.

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.

Google has issued a statement that says Duplex AI is completely focused on consumer uses right now and it has no enterprise deployment testing underway. "We aren't testing Duplex with any enterprise clients", a Google spokesperson told Gizmodo.

More news: With US out, those backing Iran nuclear deal meet in Vienna

According to the report, some big worldwide companies are already in the early stages of testing the Google Duplex AI technology for use in their own applications like call centers to answer consumers' questions. 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. Now comes a report from The Information, which says call centers are another focus beyond businesses using it to make simple appointments, reservations and the like. This move seems quite similar to what Amazon is doing by selling the technology behind Alexa to call centers.

Of course, as the market expands, so will the competition, and Google isn't the only major tech firm that sees opportunity in entering call centres. Don't forget: Google Assistant was used to shoot a gun recently.

Google Duplex may have a solution to that problem by making the automated interactions less robotic and more life-like. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines. In fact, ethical concerns have apparently slowed down work on the product.

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