Is Google Duplex Looking to Enter the Call Center Business?

Google Duplex, was recently launched as an Artificial Intelligence technology used to conduct real world tasks over the phone. Google states their focus is on consumers using Duplex to handle hair salon booking and restaurant reservations so far. There would be an obvious application to the Call Center Environment should Google choose to expand as an enterprise solution. Duplex could easily handle straight forward customer interactions, making way for entry to a $6.8 billion market. But Google won’t be without competition, Amazon has already begun selling a version of Alexa adapted for answering question by phone and text.

AI stands to have enormous impact on the contact center industry as these technologies inevitably do the work of humans. The cost savings, over even nearshore, agents is astounding.

Duplex has taken a more life-like approach to make interactions less robotic. The AI assistant incorporates words like “um” to give the impression of human speech. However, some people are wary of the ethics in not knowing if they are talking to a human or AI assistant. It remains to be seen if consumers will embrace interacting with technology as naturally as they do with fellow humans.

This blog post is based on an article from Gizmodo. To read the original article click here.

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