Google reportedly in talks to incorporate Duplex into call center industry

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

Google denies testing Duplex with any specific enterprise companies. Of course, if Duplex also ends up answering calls on behalf of its users, then the AI system may end up only talking to itself.

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.

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According to The Information, Google has taken an interest in using Duplex to replace human workers at call centres.

This report comes during a time when the cloud-based customer call-center industry is increasingly growing one that raked in $6.8 billion a year ago with no signs of slowing down. "We're now focused on consumer use cases for the Duplex technology where we can help people get things done, rather than applying it to potential enterprise use cases".

But according to The Information, companies also want to see that arrangement flipped on its head, as they consider handing partial control of their call centers over to Duplex.

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So far, the sort of demos Google has given for its system's operation have Duplex standing in for the customer, while it dials out to connect with live humans representing businesses. But Google - with all of its cloud offerings - is hedging on the advantage provided by its AI smarts. Citing a person familiar with Google's plans, the site reports that Google is in conversation with an unnamed large insurance company to integrate the conversational AI in handling customer service calls. The API can be used to transcribe a customer's call and distinguish 2-4 speakers, while taking into account background noise, static, and hold music. Just last week, Google better detailed Duplex's disclosure mechanism and the calling experience that businesses will hear.

Google adopted the bot's introduction so it clearly explains it's not a human, but now it turns out that some big companies are in the very early stages of testing Google's technology for use in other applications, such as call centres. According to The Information, "ethical concerns" overshadowed Google's demonstration of the Duplex technology, and the company interested in the assistant has pumped the brakes on the proposed project. Suddenly the world was anxious that people in the future would not know whether they were talking to humans or machines.

U.S. tariffs take effect, China warns of 'counterattack'
Disclaimer: The views expressed in this article are those of the author and may not reflect those of Kitco Metals Inc . USA stocks have wobbled on trade frictions, but the S&P 500 Index remains roughly level from the start of the year.

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