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Google Duplex Assistant Could Make Call Centers Agents Jobless

According to a report from The Information, some big firms are said to have started testing Google’s natural language voice assistant, Duplex. The AI is to be used in corporate applications such as in call centers to attend to customer queries.

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This report comes at a time when the cloud-based customer call-center industry is increasingly growing one that raked in $6.8 billion last year with no signs of deceleration. Indeed, the industry is forecasted to reach $20.9 billion by 2022 and companies that are already in this industry include Amazon, IBM, Microsoft, Cisco, Avaya, and Genesys – all of which offer some kind of cloud call-center solution.

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A Google spokesperson said that the company isn’t actively testing the technology with businesses but the “business could be exploring ways to use the technology on their own”.

It’s important that we get the experience right both for the people and for businesses and we’re taking a slow and measured approach as we incorporate learnings and feedback from our tests – Says Google Spokesman

If it bears good fruit, Google Duplex could upset the call-center business and possibly make call center workers jobless. 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.

Google’s Duplex demonstration was very likely one of the most buzzed about topics at this past Google I/O conference. Google Duplex is an extension of Google Assistant that takes natural human-sounding language to call actual businesses and speak to people, all while posing as a real person.

This demonstration both amazed and freaked people out due to the possible moral issues that are at stake. Google later stated that a call from Google Duplex would identify itself as such before starting the conversation.

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