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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, @07:24AM

    by Anonymous Coward on Monday July 09 2018, @07:24AM (#704455)

    People call them capitalism and communism. The capital does not rule, the financial system does. The people do not rule, the bureaucrats do. We can't say capitalism/communism is bad because nobody could get around to implement it.

    So, voting with your wallet is not feasible when money is fake. How to get out? I don't know really. Have something superior that emerges from the underground when it can't be stopped. An energy/nutrition/scientific breakthrough. Which the incumbents fear and apparently already curbed some times. Have a distaste for the zeitgeist. Repulsion for anything smelling like propaganda, especially when it comes from your own side.