Google Duplex revolutionizes the call center industry with natural speaking AI

Google presented an impressive technology called Duplex at its annual I / O conference. It is an AI altogether that can speak naturally, making it almost impossible to distinguish its voice, intonation and expression from those of a man. While technology can be used to make reservations without losing time on the phone, it is already taken into account for use in the technical support or customer support industry, but unfortunately also by those who handle call scams phone.

Duplex technology is already being considered for integration by a "big insurance company" according to rumors, as well as by various companies in the world that offer call center services. Practically, Duplex can be used instead of human employees to take calls and help customers solve minor issues. Because Duplex does not have a preset program and does not take breaks, it could be an effective solution for 24/24 support for such cases. Thus, human employees would remain "back-up" for the more complex issues Duplex can not answer. But this could also mean the loss of many jobs in this industry, something that could affect millions of people globally.

At the same time, there is a risk that technology may end up in the hands of scammers who use phone calls to convince people to give them money for fictitious services or products. According to Market Watch, 1 out of 10 Americans lose money on these calls, with an average of $ 430 lose per "successful" call. Annually, these scams are estimated at $ 9.5 billion. Having an automatic system that tries to trick people around the clock, these criminals may increase their success rate.

It remains to be seen how Google will proceed in the future. Duplex technology will most likely be available only under license, so it will not be free for anyone, but even so, it will be hard to see how each customer uses it. Nevertheless, its clear that AI implementations are getting into large scale production, so the role of the human must change and adapt accordingly. We shouldn't be discouraged, but more motivated to grow along with the technology. This is the only way will perform great things together and evolve into some more beautiful that we can currently imagine.