The report said that several companies are already testing the technology to introduce it in call centres to answer customer service questions.
At Google I/O 2018, the company showcased the power of Artificial Intelligence (AI) when it demonstrated phone conversation between an AI that sounds similar to a human being and an actual person. The technology, called Google Duplex, attracted criticism for allegedly being murky as well as gathered praises for it could ease works like book appointments and make reservations. Now, a report has claimed that some large companies are in the very early stages of testing this technology in call centres to answer customer service questions.
The development comes 10 days after, a report claimed that the Google's human-sounding AI was given to be tested by a set of select journalists in the US who confirmed that the Assistant does actually introduce itself to the person on the receiving end and also alerts the receiver that the conversation is being recorded.
A Google spokesperson told The Information that some “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,” the Google spokesperson was quoted as saying.
If successful, Google Duplex could pose a threat to the jobs of employees working in the call centre business. According to the report, the cloud-based customer call centre industry did a business of $6.8 billion last year and the industry is forecasted to reach $20.9 billion by 2022.
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