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Google Denies that its Duplex AI Will be Used at Call Centers

posted by martyb on Sunday July 08 2018, @02:47PM   Printer-friendly
from the at-least-for-now dept.

takyon writes:

Google's Duplex AI could kill the call center

Google is reportedly shopping its Duplex AI system around as a tool for call centers, according to The Information, including a large insurance company.

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. However, it's unlikely that AI research will cease after mastering simple conversations, meaning call centers could one day be largely automated using this technology.

[...] Update: A Google spokesperson reiterated that Duplex is only being tested as a consumer technology for now, and that the company isn't testing it for enterprise. The entire statement is below:

We're currently focused on consumer use cases for the Duplex technology and we aren't testing Duplex with any enterprise clients. As we shared last week, Duplex is designed to operate in very specific use cases, and currently we're focused on testing with restaurant reservations, hair salon booking, and holiday hours with a limited set of trusted testers. 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.

Also at Techspot and CNET.

Previously: Google Duplex: an AI that Can Make Phone Calls on Your Behalf
Google Starts "Limited Testing" of Google Duplex AI System

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  • (Score: 0) by Anonymous Coward on Monday July 09 2018, @04:03AM

    by Anonymous Coward on Monday July 09 2018, @04:03AM (#704428)

    Explain how the Free Software movement has not simply taken from the poor and given to the rich?

    That one's easy. It's gifted to everyone. The rich can take it and do as they please. The poor can take it and do as they please.
    ...and it turns out that the opposite of what you say has come true -- millions of dollars of paid programming go into Free Software, several projects started by literal nobodies, and ordinary people on the street can download and use it for zero cost (which isn't technically the aim, but all it takes is one person to share it around, and it's all above-ground and legal).

    Providing high-quality software to the public and lowering barriers to entrepreneurship for individuals and smaller entities is what Free Software has actually done.